Microsoft R&D Israel

Research and Development center in Haifa and Herzeliya 750 employees. The team provided support to the employees in all regard to IT.

– Initial: Establishing the IT Call Center for R&D center. First port and initial troubleshooting of IT problems and resolving if possible. Logging all the IT problems and resolutions in Siebel eBusiness. Application (Microsoft Enterprise). Collecting and preparing various reports (e.g. statistical). Simplifying and automating reports using formulas and Visual Basic macros. Creating various user guides and Frequently Asked Question (FAQ). Testing of the telephony systems and remote connections. Develops, maintains, and monitors procedures for Call Center’s backups. Providing on-the-job training to new department staff members.

– Sequel: Further to the position held in 2008, now expending the support-center into
four R&D locations all across the UK and automating the administrative processes, mainly creating SharePoint and InfoPath forms.