Independent Technical Support Engineer with 8+ years of experience in cloud infrastructure, troubleshooting, and customer support. Specialized in AWS, Azure, WordPress, and monitoring tools with a proven track record of resolving complex technical issues across multiple platforms.

Professional Experience

Independent Technical Consultant
2017 - Present
Level 1 & 2 Technical Support Engineer - Drove
2017 - Present
  • Provide multi-channel support via phone, chat, and ticketing systems
  • Manage and resolve technical issues using JIRA workflow
  • Troubleshoot WordPress and WooCommerce implementations
  • Support AWS and Azure cloud infrastructure
  • Utilize monitoring tools including Kibana and Kubernetes
Website Engineer - TechDeal
2017 - 2023
  • Developed and maintained WordPress and WooCommerce solutions
  • Provided Level 2 & 3 technical support
  • Managed online customer support operations
Senior Account Manager - Self Serve Team
Supersonic
2015 - 2016
  • Automated 80% of incoming tickets, reducing ticket resolution time by 66% and significantly improving team efficiency
  • Managed Self Serve Platform operations and workflows
  • Established SLAs and standardized team procedures
  • Collaborated with R&D to enhance platform functionality
  • Provided Level 1-2 technical support and team training
Account Manager - Video Team
SupersonicAds
2013 - 2015
  • Managed Video Network accounts and product issues
  • Maintained advertiser relationships and handled product requests
  • Drove business development and client acquisition
Video Account Trafficker
SupersonicAds
2012 - 2013
  • Managed and optimized Video Network campaigns
  • Implemented and troubleshot API and XML integrations
  • Resolved tracking issues (Pixel, Cookie, S2S)
  • Provided Level 2 integration support

Education

M.B.A. - Business Management, Marketing and Big Data
Tel Aviv University (TAU)
2015 - 2017
B.A. - Business Management, Marketing and Finance
Hamaslool Ha'akademi Hamichlala Leminhal
2009 - 2012

Technical Skills

Cloud Platforms
AWS Azure
Tools & Platforms
Kubernetes Kibana JIRA Zendesk WordPress WooCommerce
Homelab Infrastructure
Stack: K3s, Redis, Python
Status: ● Online
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Programming
JavaScript Python SQL HTML/CSS YAML
Operating Systems
Linux Windows macOS Android
AI Platforms
ChatGPT Claude Gemini

Languages

Hebrew: Native
English: Fluent
Portuguese: Basic

Personal Info

Citizenship: Israeli & Portuguese
Status: Married + 2
Born: 1987
License: A, B

Military Service

2006 - 2009
Combat Intelligence
First Sergeant
Platoon Sergeant, Company Sergeant, Team Commander