Amir Golan

Atlanta, GA ***** 770-***-**** ad42nv@r.postjobfree.com

TECHNICAL SUPPORT/CENTER OPERATIONS/SUPERVISIOR

SKILL SET

Experienced Specialist with concentrated exposure in Operations, Customer Focus, First Call Resolution, Product Support, Technical Support, Sales, and Management. Proficient in various technologies such as, Applications and Products (SAP), Client Relationship Management Software’s (CRM) and Open-Source Ticket Request Systems (OTRS).

Software: Windows OS (XP-10), SERVER 2003 to 2022 (Standard, R2, Essentials),Cisco, Jabber, Web-Ex, Calyx Software,, Dropbox, Android, DEXIS 9-11, DTX Studio, BOMGAR, LOGMEIN, DENTRIX G4-G7, Patterson Eaglesoft.

IDENTIFIED AREAS OF STRENGTH

Proactive Leadership ● Technical Support ● Software Management ● Project Management ● Bilingual Hebrew and English ● Decision Making ● Team Building ● Conflict Resolution ● Independently Motivated ● Generating Reports ● Multitasking ● Goal Oriented

PROFESSIONAL EXPERIENCE

DEXIS Advanced Technical Analyst 2017-Present

•Reporting Structure: Reported to Technical Support Supervisor Envista/Dexis.

•Tasked with the responsibilities of a Support Specialist for a Fortune 250 Medical Technology and Device Company

•Main point of contact for escalation concerns that could not be resolved by previous support teams

•Providing Product Support by investigating, analyzing, and troubleshooting Company Software and Hardware utilizing telephone skills via help desk, remote and phone support in a Call Center Environment

•Created and maintained a knowledge base of procedures, resulting in support analysts being able to find resolutions and resolve cases 30% more quickly.

•Preparing and filed reports with system management via the Complaint database and implemented training tools that instituted pre-established instruction for operations, system procedures

•To assist with the improvement of processes and work systems to meet increasingly competitive demands of clients

•Strong analytical and quantitative skills andexecutes the ability to understand the wider objectives and able to influence others

•Demonstrates excellence in communication, especially in complex settings and in a cross-cultural environment

•Dedicated to the Creation of “Best Practices”that monitor customer interactions and reporting

•Special technical projects, such as data conversions and record ID renumbering.

CCH Small Firm Services Technical Support Specialist 2016-2017

• Troubleshooting sharing and permissions errors on home and office networks

• Presenting a calm and professional attitude in high pressure situations

• Assisting customers with technical software questions and errors via telephone

• Striving to consistently meet and exceed department goals

• Documenting all customer contact accurately and efficiently within specified guidelines

US1 Van Lines, Atlanta, GA Assistant Manager 2010-2016

I.D.F (Israel Defense Forces)Engineering Core Specialist 1986 - 1990

EDUCATION

Cisco Certified network Associate (CCNA)Routing and Switching2015

Cisco Certified Entry Networking Technician(CCENT),2015

Completed Computer Technician Training Course, 2006

Qualified Third Level Electrician through Israel Electrical Institute, 1990

Engineering Core, Special Operations, in the I.D.F (Israel Defense Forces), 1986

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