Engineer Technical Support
Resume:
Shlomi Geva Resume
Lexington, MA
**********@*****.***
Qualifications
Substantial experience and outstanding skills in customer service with seventeen years at
Juniper Networks and RAD Data Communications.
Proven experience in building and managing global support organizations and designing
metric systems to evaluate efficiencies.
Motivated and accustomed to working in fast-paced global environments with the ability to
think quickly.
Excellent interpersonal and leadership skills, ability to work well with others, in both
supervisory and support staff roles.
Strategic vision and a strong creative drive.
Certifications:
JNCIA – Juniper Networks Certified Associate
JNCIS - Service Providers Juniper Routers Specialist
Unix System Administrator
Languages: English, Hebrew, Portuguese, Spanish
Education
1994-1997 BSC Physics, Hebrew University, Jerusalem Israel
2000 – 2002 Software Engineering, Technion Institute, Tel Aviv, Israel
Work Experience
2011-current Technical Support Manager, Juniper Networks
Managing teams of 35 Technical Support Engineers - 10 direct reports and 25 outsourced in
India and Costa Rica support centers.
Responsible for global support of SRX Firewall security product for Service Providers, Enterprise
customers, Data Centers, Cloud Builders.
Responding to customer escalations, driving critical situations for customers.
Responsible for creation/distribution of Field Alerts, Service Bulletins, Service Communications
and Field Change Orders (FCO).
Designing and implementing metric systems to evaluate performance of the support engineers
in house and outsourced.
Providing exceptional customer satisfaction by meeting and exceeding service level agreement
criteria for customers through solid metrics and KPI’s
Working with sales teams in pre-sales efforts for key prospects
Working in collaboration with engineering to report and resolve critical customer issues.
Working with PLM and engineering on New Product Introductions.
Responsible for training travel and lab budget
Member of Site leadership council Juniper Westford MA
2010 – 2011 Senior Focal Support Engineer Juniper Networks
Providing Focal Technical Support to major stock exchange in New York, supporting their New
York and Europe equity markets data centers and trading floor networks.
Troubleshooting of network failures, reproduction in lab using debug tools and testing
equipment, fault isolation and documentation, bug reporting to R&D, promoting customer
feature/change requests to System Engineers and Product Manager, developing Proactive
support tools and scripts for customer lab testing and live network monitoring.
Promoting new products and services in customers data center and network
2005 – 2010 Member Technical Staff, Technical Support Engineer Juniper Networks,
Ethernet switches: worldwide on-site support for Ethernet Switching products, remote technical
support of the network equipment for incidents in live networks. Manage critical customer
accounts and escalation requests. Troubleshooting of network failures, reproduction in lab using
debug tools and test equipments, fault isolation and documentation, bug reporting to R&D,
promoting customer feature/change requests to System Engineers and Product Manager,
developing Proactive support tools for customer lab testing and live network monitoring.
Acting as Escalation Engineer and Team Lead for the VF VOIP Session Border Controller products
Member of the VOIP Specialists team to introduce and support Avaya Telephony Gateway in J
series routers
- Certified JNCIS-M (Specialist, M/T-series)
2004-2005 Professional Services Engineer, Kagoor Networks (acquired by Juniper
Networks)
Session Border Controller, Voice Over IP: Pre and Post sale support during customer trials,
demos and acceptance tests, product and technology training, on-site and remote technical
support for major customers, tier 1 Voice over IP carriers, Service Providers and enterprises
2000-2004 Technical Support Engineer, RAD Data Communications
Network Management Systems: Supporting Network Management and Path Management
systems for Data and Telephony networks, integration with 3rd party Network Management
systems (Alcatel, Cisco, ECI). Simulation, debugging, management/embedded software
interfacing, HW/SW integration, lab network testing with SDH/PDH test equipment. Project
leader for a large network deployment in Telecom Kenya.
1999 - 2000 Application Engineer, Algotec, Raanana, Israel
Medical Imaging Systems: In the R&D team - requirements and design documents, coding, peer
code review, customer facing testing and trials.
1997-1999 Testing and Support Engineer, Paradigm Geophysical
Testing and Support for Seismic Imaging systems, developing Shell Scripts for automated testing
on Unix based systems. Responsible for regression and functional testing of the application.
Accomplished maintenance, installation, servicing, functional checks & operation of the seismic
application at the customers site. Wrote updated training procedures for systems maintenance
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