Samuel Bak

• Provided Tier 3/4 technical support for customer environments, troubleshooting complex deployment and production issues. • Supported AWS, Azure and Kubernetes deployments and used Ansible/YAML for installation and upgrade activities. • Collaborated with engineering and customer teams to diagnose issues and drive resolution in production environments.

• Provided Tier 3 SaaS technical support, troubleshooting customer development environments and complex product issues. • Worked across engineering and customer-facing teams to isolate root causes and coordinate fixes.

• Leading company’s flagship projects implementation with tier1 Mobile Operators • Collaboration with R&D and QA departments • Taking ownership on company newest technologies. • Tier 3/4 support • On-Site projects management abroad. Including long stay (relocation)

Manager of 4 Tier 2 Support engineers in Israel and India • Performed Tier 3 support for Starhome’s Steering of Roaming service • Worked with QA and R&D dpt. on bug fixes and version upgrades

• Managed 4 Tier-3 Support Engineers across Israel and India, coordinating escalations and customer-impacting technical issues.

Solving tickets based CRM customer on-line support BUG management.

• Handled Tier 2 production support and technical troubleshooting for telecom services and customer environments.

• Data collection from various resources and analysis as part of the DB update service offered by Starhome

• Analyzed roaming data and supported operational troubleshooting across telecom environments.

• Service monitoring, QoS assurance, customer care and Tier 1 Support

• Supported global service and operations activities in a production telecom environment.