Helpdesk CRM 2011 Dec 2010 – TodayBeth-El Industries Zichron YaakovSite Admin, CRM User support, User Training CRM, Member of Implementation Team Tier 2 Support Engineer Aug 2008 – Sep 2009BMC Software, Tel HaiSupplied second-line customer support for the following tools:• SAP monitoring tools, such as Trak and BMC Performance Manager (better known as BMC PATROL) • BMC Performance Manager Portal for SAP, a Web-based monitoring application• BMC Transaction Management Application Response Time, a tool containing various components to monitor and analyze response times against HTTP, Citrix, SAP, LDAP, Oracle PeopleSoft and more Communicated with international customers using LiveMeeting and performed database research. Technical Support Engineer (German/English) 2001 – 2008NetManage, HaifaAcquired in-depth knowledge and provided customer support for the following tools:• Rumba, a desktop and Citrix emulator for ISeries, mainframe, and UNIX• OnWeb Web to Host, a thin-client emulator running from IIS on Internet Explorer, Java (Sun JVM) on IE/Mozilla, and Java Webstart (jnlp)Assisted QA and Development with Error Testing, and involved the affected customer in the testing process.Represented the company at the CEBIT Exhibition and trained customers in NetManage products.Responsible for technical support for German customer accounts.Systems Engineer 2000 – 2001Medical Enterprises Ltd. (http://www.medical-enterprises.com), Petach TikvaAdministered all IT issues at site. Sales Assistant 1999 – 2000Wilhelm Rosenstein Ltd., Ramat GanChemical Distributor for BASF, Degussa for Israel