Atia Amir

Experience

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  Bezeq

  Jan 2004 - Jan 2008

  Network engineer

  Management and operation directly WOW public network based on ADSL technology and public network VPN / MPLS -based IP .• The maintenance and warranty CORE superior high-speed Internet service by Bezeq , ongoing work in front of the ISP 'S (upgrades , troubleshooting )

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  Comverse

  Jul 2008 - Jan 2014

  Customer Support Manager

  Managing a global support team (10 engineers) supporting the company’s leading VAS products;Realizing technical solutions, knowledge management, support, instruction, and knowledge management in implementing products.Providing permanent solutions and deriving RCA from each downtime incident.Controlling and routing calls, synchronizing work processes and mission management. Meeting SLA and maintaining customer satisfaction.Recruiting employees, training, organizing instruction and learning new products and technologies. Conducting training for lower tier teams.Solving complex issues combining software and hardware at client sites in Israel and abroad.Knowledge and experience with Sun Solaris/Linux Redhat/Windows/Cisco/Sun Cluster/HP/ SNMP, HTTP Show less

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  NCR Retail

  Dec 2014 - May 2016

  Configuration Manager (SME TL)

  Responsibility for the management of integration and system configuration RETAIL Australia customer by understanding customer needs and requirements, solutions for implementing the new system.Working in Windows environment, Experience with Microsoft IIS services, SQL servers, XML, Fiddler.Manage training, organizing instruction and learning new products and technologies. Conducting training for lower tier teams.Conducting personal and team work meetings on a weekly basis, analyzing scenarios and initiating tools and improvements for the proactive product (KPI such availability, RCA, Incident report) ., XML . Show less

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  Essence Group

  May 2016 - now

  Technical Account Manager

  Taking full part in the pre-sale process, design and delivery to new customersLead WeR@Home accounts in Europe technical support, onsite training and 3rd party integrationMetrics management and working with multiple interfaces – R&D, QA, product, Integration and production teams including customer cases review and monitor on a daily basis.Accompany the project from pilot to production phase, build and maintain strong, long-lasting client relationshipsManagement of technical support for company customers, knowledge management and ticketing system, writing technical documents and procedures.Synchronizing work processes and mission management (daily/weekly meetings). Meeting SLA and maintaining customer satisfaction (JIRA & TFS ticketing system) Show less