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Itay Shiloach

Itay Shiloach

QA Tester

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location of Itay ShiloachIsrael

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  • Timeline

  • About me

    Technical Support Engineer

  • Education

    • Self studying

      -
      Information Technology

      Studying and reviewing SQL, tcp/ip networking, JavaScript, HTML and CSS.

    • College for IT Studies

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      MCSE Computer Communication Architecture (System Adm.) course on Windows 2000\.Net environment

      Network essentials + infrastructure(Network protocols, subnetting, DNS, Routing + Remote Access, IIS), network security(Isa(Firewall), IPSec), SNMP.

    • College for IT studies

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      Conversion course to computer programming for academics Programming

      C, Visual Basic, Java, Access, SQL

    • The Hebrew University of Jerusalem

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      Bachelor’s Degree B. Sc. in Economics and Hotel Administration Graduate with Honor’s degree

    • Ben-Gurion University of the Negev

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      Master of Business Administration (M.B.A.)

  • Experience

    • Elad Systems

      Jan 2005 - Jan 2005
      QA Tester

      Creating STD documents and testing all software products (client\server on Web environment), working along with product managers and R&D developers.

    • IPgallery

      Jan 2005 - Jan 2010
      VoIP Technical support + QA engineer

      • Online tier 2 support for global customers on Unix OS for all products (residential and business) of a primary VoIP Telephony Softswitch (using SIP, MGCP and SS7 protocols), a live and complex system requiring constant surveillance. • Direct contact (via chat, email and phone) with customers for overall care, troubleshooting, packet sniffing and log analyzing until issues solved and customer satisfaction fulfilled. Also includes training and demonstrating products per demand. • Testing all products, reporting and tracking bugs until final fix. • Writing all English technical documentary. Show less

    • SAP

      Jan 2011 - Jan 2014
      Technical Support Engineer

      • Final-level (tier 3) support for global users on various enterprise web-based applications. Handling complex issues, troubleshooting, interacting with customers ensuring satisfaction fulfilled.Providing ultimate solutions\conclusions (as bugs) using exclusive database/research tools.• Escalating bugs and collaborating with R&D for fixing. • Writing technical documentation for products and support processes (log customer cases) and hosting knowledge transfer web meetings.• Managing metadata configuration of the SAP enterprise document storage system (web-based): creating and providing solutions for all standard and unique configuration requests, collaborating (via chat, email and phone) between all teams to provide a solid system. Includes creation, transport to different destinations and testing of final products.Job required unconventional extra working hours for successful due-date deliveries. Show less

    • Dataglove (as freelancer)

      Jan 2015 - Jan 2015
      Support Technician

      Collaborating with Microsoft for supporting mass system migration projects in a large insurance company.Overall support including end-user interaction, OS and application installations, data backup and restore. Solving technical issues, providing final and complete products.

    • Ayehu Software Technologies

      Jan 2016 - Jan 2020
      Technical Support Engineer

      • Providing worldwide support in a high-volume and complex support ticket dept. (short personnel, busy) to our web-based/on-premise products: multi-capability IT automation tools covering all IT executions for assuring network and servers stability at customer sites.Categories handled: Windows services/process, ssh (linux), databases, networking, http/s (web services), vmWare, integrations with SaaS ITSM’s as ServiceNow/BMC Remedy/Salesforce etc.• Solving complex problems\providing workarounds (Zendesk) for both product and end-user requirements, based on product expertise and root investigations (system results, logs, product configuration and prod live web sessions handling real-time critical issues).• Investigating, replicating and submitting bugs (Jira).• Providing pre-sales: engaging countless potential prospects through professional chat, forwarding their contact details to the Sales department.• Applying team collaboration tools/daily support meetings for sharing knowledge.• Managing product licensing and writing technical documentary articles.. Show less

    • Thales Digital Identity and Security (ex Gemalto)

      Jan 2021 - now
      Technical Support Engineer

      Providing technical support on complex applications, covering software and hardware items.

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Itay Shiloach
      Honor's degree graduation University Jul 1996