Gadi Katz
Hadera
Summary
Detail-oriented data analyst and documentation specialist with a proven track record in training customers and employees, complemented by exceptional communication skills. Expertise includes providing technical support and delivering innovative solutions that consistently meet and exceed client expectations. Possesses well-developed technical acumen, strong interpersonal abilities, and a quick learning aptitude. Experienced as a hands-on QA Engineer, showcasing robust leadership capabilities and comprehensive technical knowledge.
Overview
23
23
years of professional experience
Work History
Support Knowledgebase Manager & Customer Operations
Radware
04.2022 - Current
- Own and lead the Support Knowledgebase team editorial and documentation process, editing and publishing KB articles, technical alerts, and vulnerability reports
- Monthly collection of the support team’s KPIs for upper management reporting
- Develop Power BI boards to monitor the Support team stats
- Lead the Chatbot implementation project to increase customers’ self-service experience
Knowledge Base Manager
Fabric
10.2021 - 04.2022
- Own and led the PS team editorial and documentation process for 50 employees
- Increased the team's Confluence KB usage by enriching contents and creating new content
- Created new employee's on-boarding process and trained over 20 new employees
- Developed and maintained courteous and effective working relationships between team members to improve knowledge sharing
SOC Manager & System Integration Engineer
Fabric
11.2018 - 10.2021
- Implemented policies and procedures for 24/7 SOC shift support to 10 Robotic System Operators (RSO), supporting production sites
- Took the SOC from supporting 1 production site to supporting 6 production sites
- As SOC technical leader, chose, evaluated and assimilated systems to be used in the SOC while setting work procedures and training on how to use them
- Worked flexible hours including night, weekend, and holiday shifts
- Improved work procedures and methodologies between PS, R&D, Product and Operation teams
- Provide Tier 2 remote site support for the MFC production sites, using data mining tools, log investigation and Fabric's front-end tools, under constant pressure
- On-site hands-on System Integration which included robot management, Networking, HW understanding and out of the box thinking to find solutions for the robotic system and new feature suggestions in Fabric's fast evolving Startup environrent
- Handled numerous robotic issues per shift, supporting and addressing production site issues
Bug Manager & QA Trainer & Jira Administration
Dell-EMC
02.2015 - 08.2018
- Reduced bug lifecycle by leading daily sessions with R&D, QA, Support and Documentation teams to align efforts, toward version release dates on a tight schedule
- Wrote version Release Notes, crunching information to customers' technical language
- Used Confluence to publish internal Wiki knowledge base pages for documentation processes
- Installed ScaleIO's system to verify and emendate technical documents such as User Manual, Deployment Guide, Troubleshooting and more
- Arranged and filmed technical video session recordings to maintain KB assisting over 100 employees in understanding new features and the over whole product
Senior Customer Tech Support & QA Engineer
Cisco
02.2009 - 12.2015
- Served as Sagem's QA and technical support focal point and increasing their satisfaction by resolving technical issues
- On-site customer support and QA tests for integration and assimilation of the product's features
- Trained and mentored over 30 new QA employees
- Translated customers' requirements to STP/STD/ATP tests
- Transitioned and adapted to new Agile (Scrum) methodology
Technical Support Engineer & QA Engineer
Jungo (acquired by Cisco)
11.2004 - 02.2009
- Managed and supported over 5 large scale Telco companies accounts such as Cisco, British Telecom, Sagem, France Telecom, AT&T, Netia, ZON Multimedia, Audiocodes, Partner and more (Telcos and OEMs)
- Created presentations for customers, travelled and trained customers' high-level experts on-site
WiFi System Validation & QA Engineer
Texas Instruments
05.2002 - 11.2004
- Carried out WiFi certification testing at TI labs and WiFi labs in UK (at Agillent Labs)
- Adhered to the 802.11 a/b/g standard to run system validation and interoperability tests on WiFi cards and WiFi Access Points
- Built, monitored and maintained 6 Faraday radio shielded chambers, running 802.11 WiFi certification automated tests
Education
Bachelor of Arts - Business & Economics
Rupin University
04.1997
PC Technician - MCP Administrating & Supporting Microsoft NT 4.0
Sivan Computers
05.2000
Skills
- Knowledge management expertise
- Data interpretation
- Training facilitation for staff and clients
- Technical customer support
- Quality assurance and system validation
- Customer account specialist
- Strong written communication skills
Languages
English (Fluent almost in a Native language level)
Hebrew (Native language)
Timeline
Support Knowledgebase Manager & Customer Operations
Radware
04.2022 - Current
Knowledge Base Manager
Fabric
10.2021 - 04.2022
SOC Manager & System Integration Engineer
Fabric
11.2018 - 10.2021
Bug Manager & QA Trainer & Jira Administration
Dell-EMC
02.2015 - 08.2018
Senior Customer Tech Support & QA Engineer
Cisco
02.2009 - 12.2015
Technical Support Engineer & QA Engineer
Jungo (acquired by Cisco)
11.2004 - 02.2009
WiFi System Validation & QA Engineer
Texas Instruments
05.2002 - 11.2004
Bachelor of Arts - Business & Economics
Rupin University
PC Technician - MCP Administrating & Supporting Microsoft NT 4.0
Sivan Computers
Tools & Areas of expertise
- Operating systems: Windows, Linux, Basic knowledge of VMware ESXi.
- Experienced in: training, customer support, test methodologies, Agile (Scrum) method, technical writer level documentation (Help & FAQ).
- Management & CRM Tools: Confluence, Document360, Monday, Bugzilla, Jira, Testlink, Salesforce, Test Director, Clear Quest and more.
- Networking technologies: Wireless (802.11), TCP, UDP, VoIP (mostly SIP), IPTV, QoS.
- QA Tools: IxChariot, Iperf, Smartbits, Xena, Candela LAN Forge, Ameritec, Network sniffers.
- Certification processes: WiFi Alliance, FON, UPnP.
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