Summary
Overview
Work History
Education
Skills
Timeline
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Avihai Hackmon

Senior Tier 3 Support Engineer
Kfar Saba,M

Summary

Astute [Job Title] with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

15
15
years of professional experience

Work History

Tier 3 Enterprise Support Engineer

Checkpoint (Perimeter 81)
01.2022 - Current
  • Mentored junior engineers, enhancing team skills in troubleshooting and problem-solving.
  • Delivered exceptional customer service, bolstering client confidence in high-stress scenarios.
  • Provided project updates and addressed challenges in regular meetings with management.
  • Collaborated with cross-functional teams to address client concerns and ensure smooth communication.
  • Conducted training sessions on new technologies for internal staff and external clients.
  • Assisted sales team in crafting technical proposals for prospective clients.
  • Developed customized training materials for clients to improve system understanding and productivity.
  • Conducted in-depth analysis of client systems for efficiency improvements.
  • Established strong client relationships, fostering trust and understanding of their needs.
  • Delivered timely technical support via phone, email, and remote access tools, enhancing customer satisfaction.

Tier 3 Enterprise Support Engineer

WalkMe
09.2018 - 01.2022
  • Mentored junior engineers in troubleshooting techniques, strengthening the team''s overall skill set and problem-solving abilities.
  • Boosted client confidence through consistent delivery of exceptional customer service experiences during high-stress situations.
  • Participated in regular meetings with management to provide updates on current projects, challenges faced, and progress made toward resolution of issues.
  • Collaborated with cross-functional teams to address client concerns and ensure smooth communication between departments.
  • Served as a liaison between clients and development teams, effectively translating technical requirements into actionable steps for product enhancements or bug fixes.
  • Reduced downtime by quickly identifying root causes of incidents and providing efficient solutions for enterprise systems.
  • Evaluated new products and tools for potential implementation within the company, providing recommendations based on thorough research and testing.

Tier 2 Enterprise Support Engineer

IBM - Trusteer Security Division
08.2014 - 09.2018
  • Streamlined internal processes by documenting best practices and creating knowledge base articles for the support team.
  • Provided in-depth analysis of client systems to identify areas for improvement, leading to increased efficiency and overall performance gains.
  • Led training sessions on new technologies or products for both internal staff members and external clients, promoting continued learning within the industry.
  • Reduced downtime by quickly identifying root causes of incidents and providing efficient solutions for enterprise systems.
  • Boosted client confidence through consistent delivery of exceptional customer service experiences during high-stress situations.
  • Collaborated with cross-functional teams to address client concerns and ensure smooth communication between departments.

Fraud Analyst

RSA Security - The Security Division Of EMC
02.2011 - 07.2014
  • Played a key role in the identification and apprehension of fraudsters by working closely with law enforcement authorities.
  • Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
  • Improved overall efficiency in fraud analysis by streamlining processes and optimizing tools used for data analysis.
  • Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
  • Developed customized reports for senior management, highlighting key trends and insights on fraud-related issues.

Education

No Degree - Cyber Security Course

HackerU
Ramat Gan, Israel
04.2001 -

Skills

    Advanced Network Troubleshooting (IPsec/Router Configuration)

    Software Deployment

    Networking Tools (Docker, Kibana, Grafana)

    Technical Troubleshooting

    Microsoft Office Suite

    SQL

    Operating Systems Troubleshooting (Windows, Mac, Linux)

    Soft Skills

    Cloud Networking (Azure, AWS, GCP)

    Technical Writing

Timeline

Tier 3 Enterprise Support Engineer

Checkpoint (Perimeter 81)
01.2022 - Current

Tier 3 Enterprise Support Engineer

WalkMe
09.2018 - 01.2022

Tier 2 Enterprise Support Engineer

IBM - Trusteer Security Division
08.2014 - 09.2018

Fraud Analyst

RSA Security - The Security Division Of EMC
02.2011 - 07.2014

No Degree - Cyber Security Course

HackerU
04.2001 -

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Avihai HackmonSenior Tier 3 Support Engineer