Global Technical Services Manager & Etsian
Israel
- Current
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- Knowledge Manager at Q-nomy
- Past
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- Professional Services Manager at Britannica Knowledge Systems
- Global CRM Leader at Finjan Software
- Tier 3 Support Case Management Leader at Sungard Business Integration
- Education
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- Open University Business School
- School of Puppetry and Drama
- Tel Aviv University
- Recommended
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10 people have recommended Sharona - Connections
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200
connections
- Industry
- Information Technology and Services
- Websites
Sharona Reouveni’s Summary
An accomplished technical manager looking for a position which emphasizes management skills, developing working procedures, global cooperation, and customer relationship management in a dynamic high tech environment. Combines strong technical troubleshooting abilities (in Windows and UNIX and various networking environments) with a keen interest in CRM methodologies and improving operations.
Experienced in the fields of technical support, implementation, professional services, technical documentation & content editing, developing training material, product management, customer relationship management & increasing customer satisfaction, developing & optimizing working procedures.
Sharona Reouveni’s Specialties:
CRM: Clarify,SalesForce,Test Director,MS CRM,Business Objects
eLearning: LMS,Interwise,Webex
Security: malicious mobile code,proxies,encryption,antivirus,Access Control,SSO,URL filtering,anti spam,SSL,auth methods
OS & Networks: Windows,DOS,Solaris, AIX, HPUX,Citrix,WTS,IBM Mainframe,emulations,VAX,SWIFT,SIC/SECOM,FIX
Scripting & DBs: JavaScript,TCL,HTML,XML,Magic,Access,SQL
Misc: MS Office,TCP/IP,HTTP,SMTP,FTP,ICAP-BlueCoat,NetApp,H324,web publishing tools,IIS,Apache,MQ,Digital Dashboard
Sharona Reouveni’s Experience
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Professional Services Manager
Britannica Knowledge Systems
(Privately Held; E-Learning industry)
October 2006 — April 2007 (7 months)
Managed the Helpdesk, technicians, and QA departments at an eLearning software compeny.
My Product Manager functions included launching new versions and Hotfixes, taking part in designing a Setup mechanism for the application and managing implementations at customer sites.
Introduced a new CRM system and working procedures.
Mentored the technical support staff, monitored the SLA, and worked on improving customer satisfaction. -
Global CRM Leader
Finjan Software
(Computer & Network Security industry)
November 2003 — June 2005 (1 year 8 months)
Created and optimized support procedures.
Defined the group’s internal and external SLA. Prioritized the group members’ tasks and supervised their work. Produced and analyzed statistical reports of the support group activity.
Participated in developing the company’s Knowledge Base. Prepared the CRM system (SalesForce) to act as the single point of contact with the company’s customers.
Former role - Tier 1 Tech Support Team Leader
Responsible for troubleshooting complex technical problems, worked directly with corporate clients overseas (especially Singapore).
Scheduled shifts, prioritized team members’ tasks, recruited new support employees, and provided evaluations of employees. -
Tier 3 Support Case Management Leader
Sungard Business Integration
(Computer Software industry)
February 2001 — January 2003 (2 years )
Responsible for troubleshooting complex technical issues. Assisted the company’s worldwide support engineers in implementing the product.
Served as a focal point for the Asia-Pacific and European support managers.
In charge of the company’s SLA, assigned tasks to team members.
Managed the CRM system (Clarify). Drafted statistical reports for the support team.
Managed the company’s Knowledge Base, assisted in documenting the product. -
Tier 3 Technical Support Engineer
CA
(Public Company; Computer & Network Security industry)
February 1999 — February 2001 (2 years 1 month)
Responsible for troubleshooting technical issues. Assisted the company’s lower support tiers around the world in implementing the products.
Traveled overseas to attend international conventions, provided on-site training for technical personnel.
Developed training materials and helped in technical writing. -
Help Desk Manager
SoftWatch
(Privately Held; 11-50 employees; Internet industry)
1998 — 1999 (1 year )
Responsible for setting up and managing the company’s Help Desk department.
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Technical Support Specialist
VDONet
(Internet industry)
1998 — 1998 (less than a year)
* Supported the company’s global customers, managed the Support Chat Room.
* Provided solutions for a video conferencing product
* Designed and managed content for the support website -
Technical Support Specialist
Kalanit-Karmon
(Information Technology and Services industry)
1997 — 1998 (1 year )
* Worked as a Help Desk Specialist for Microsoft Israeli Office customers
* Provided onsite support in the company’s outsourcing department -
Help Desk Specialist
Koor Communications
(Computer Hardware industry)
1996 — 1997 (1 year )
Provided help desk services for Canon and HP printer users.
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Computer Operator and Technical Trainer
IAF
(Military industry)
September 1994 — April 1996 (1 year 8 months)
Computer Operator and Technical Trainer
Additional Information
Sharona Reouveni’s Websites:
Sharona Reouveni’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- expertise requests
- reference requests
- getting back in touch
