Reem Sahar
Remote Support Technical Leader
Moshav Netiv Ha'asara 59
Israel
Summary
NPI Remote Support Team Leader with more than 10 years of experience in customer support and problem solving. Responsible for accelerating product launch by providing best in class remote support, creating knowledge for the service organization, creating and implementing new processes for the service organization. developing & implementing information system to support the service organization and providing feedback for the program & the development work groups for product improvements, during the Alpha & Beta phases.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
NPI CC Team Leader
HP
02.2021 - Current
managing 4 NPI specialists
- Managing NPI Remote support operation
- Troubleshooting 3.0 system PM- new system that is providing troubleshooting Database, product analysis & knowledge creation for the service organization
- learning Academy program - responsible for qualifying new & veteran employees for NPI support
- NPI PLC program focal
- Product deep dives program - providing crucial feedback from the field back to the program for product improvements
<p>Remote Support Technical Leader</p> <p></p>
HP
01.2018 - 02.2021
Managing a team of 4 remote support engineers
- Shift management
- Analyzing team data & team KPI's
- Team members training and technical development
- Increased RER by 10 points
<p>Remote Support Specialist</p> <p></p>
HP
09.2016 - 08.2018
- guiding remote support Engineers through TS processes
- managing escalations
- part approval authority
- customer focus focal point
- creating knowledge database and case studies
<p>World Wide Field Support Engineer</p> <p></p>
HP
06.2013 - 09.2016
- Installing digital presses on customer sites
- Onsite Upgrades & training
- Troubleshooting HW, electronic, SW and communication issues
Mechanical Engineer
Military Service
06.2004 - 06.2007
- Tier 3 service on IDF Tank turrets, and fire arms subsystems
- Released from military service as Staff Sergeant
Education
Computer Science
Sapir College
05.2008 - 05.2012
IDF Ordnance Corps Technological College
Tel Hashomer 05.2002 - 05.2004
Skills
Troubleshooting
undefinedSoftware
Certification
Transitioning from Technical Professional to Manager - internal HP course
Timeline
NPI CC Team Leader
HP
02.2021 - Current
Transitioning from Technical Professional to Manager - internal HP course
01-2019
Remote Support Technical Leader
HP
01.2018 - 02.2021
Remote Support Specialist
HP
09.2016 - 08.2018
World Wide Field Support Engineer
HP
06.2013 - 09.2016
Computer Science
Sapir College
05.2008 - 05.2012
Mechanical Engineer
Military Service
06.2004 - 06.2007
IDF Ordnance Corps Technological College
05.2002 - 05.2004
Similar Profiles
Dipika SinhaDipika Sinha
Technical Program Manager at HPTechnical Program Manager at HP
Briyana ClarkBriyana Clark
Senior Executive Assistant at HPSenior Executive Assistant at HP
Muhammad Iskandar Bin SaidMuhammad Iskandar Bin Said
Engineering Technician at HPEngineering Technician at HP
Malvern JohnsonMalvern Johnson
Supply Chain Buyer at HPSupply Chain Buyer at HP
tamar hagbitamar hagbi
Office Manager at Architect OfficeOffice Manager at Architect Office