● Manage global support, operation and deployments department, providing global technical support and services 24/7. The group provides L1, L2 and L3 support for our cloud and on-premise hosting production environments.● Manage and initiate proactive support and delivery procedures to assure successful project implementation, and ongoing relationship with customers (revenue-generating) in order to drive a higher CSAT.● Responsible for creating and implementing support and delivery processes, as well as cross-organization (Quality, R&D, Product, Solutions) processes.● Set short-term/long-term plans and solutions to avoid and mitigate customer escalations● Design and implement a new CRM ticketing tool for the Support organization for healthier customer tickets’ handling to meet all SLAs and KPIs.● People management and hiring, including teams’ managers from Japan, Korea, China, India, US, EMEA and IL.

● Managing a group of 3 support teams (US, IL and Australia), providing global tech. support 24/7. Monitoring daily ticket queues and allotting tasks to team members, managing all aspects of the support group, including measurements, procedures, knowledge transfer etc. ● Manage and initiate pro-active support mechanisms to assure successful deployment, implementation and an ongoing relationship with customers (revenue-generating) in order to drive a higher CSAT.● Responsible for creating and implementing support processes, as well as cross-organization (R&D, Sales, Operations) processes.● Creating managerial as well as personal dashboards, for broader view of support status as well as tools to follow priorities, meeting SLAs and prevent escalations. ● Initiate Customer Survey post support activity, follow up with end customer to implement their feedbacks.● Designed and implemented Live Chat as additional channel of communication● Develop customer facing soft skills and communication approaches.

• Managing a group of services product managers (both local and remote) in charge of introducing new company products to the services & support organization worldwide. The team supports corporate activities in all regions, including APAC, EMEA and Americas. • Provide feedback on product serviceability to ensure service and support business needs and requests are addressed. • Identify the impact of new product features on services knowledge, workflow processes, pricing and offering.• Build product maturity infrastructure, provide new product introduction support and define processes.

• Responsible for defining and creating new processes within the R&D organization. My target is to enhance and achieve higher customer satisfaction rates, to conduct deep analysis of all product and support areas in order to reach efficiency among R&D support tiers. • Responsible and accountable for on-time and high quality delivery and release of hot-fixes and new software versions to clients• Communicate and promote the re-use of best practice. Promote a culture that will facilitate knowledge sharing and organizational learning in NICE Services• Create knowledge items as a result of support and installation activities, using CRM data as raw information.

• Highest and most technical support group in the organization servicing worldwide customers. Expanded this support group from a 4-person team to 16 team members, working 24/7. • Worked with multiple departments within the organization to ensure support and proper response to clients. • Took full ownership on customer problem / cases, monitor for proper and on time feedback. • Created new processes and strategic work methods to improve efficiency within the group and service level. • Received the first excellence award of the product division for my contribution to Tier 4.

• Managed a team of 6 implementation engineers and provided remote technical support to insure the timely and successful installation of NICE products.• Duties included project coordination, resource planning and allocation of installation priorities.• On-site supervision at various client site across the U.S. of product installs, including hands-on hardware and software installations, (replacing hard drives, connecting and configuring components, CPU, etc.) • Resolve technical issues related to application modification and/or product functionality.• Provide technical support and technical quality control throughout all stages of the project.

• Responsible for applications and database servers' testing in various Operating Systems, including Windows 95/98/NT/2000/ME.• Managed a team of 8 software testers, which includes managing projects, allocating tasks and workflow to team members, supervision and controlling deadlines and targets.• Supervised the release of technical documentation. Extensive experience in writing release notes and testing documentation in English.• Supervised software testing of all of company's products, spanning all applications and platforms. Experience with network technologies such as Voice over IP and Voice over LAN, digital screen recording and capturing, and messaging.