Professional Summary

Professional Overview

Chen Nezri is an accomplished IT Support Team Lead with extensive experience in delivering high-quality technical support and leading global teams. With a strong background in ITSM, Tier III support, and customer experience management, Chen brings a unique blend of technical expertise and leadership skills to his current role.

Experience Summary

Current Role

As the IT Support Team Lead at Exodigo, Chen is responsible for overseeing a team of dedicated IT support professionals, ensuring efficient incident resolution, and driving continuous improvements in service delivery. He plays a crucial role in maintaining the company's technology infrastructure and enabling seamless customer experiences.

Career Progression

Prior to joining Exodigo, Chen held several senior-level positions in the technology industry. As the Advisor for Digital Customer Experience at LAHAV LIMITED, he provided strategic guidance and implemented innovative solutions to enhance the company's digital customer touchpoints. Before that, he served as the Head of Tier 3 Support at Gong.io, where he led a team of highly skilled technical specialists and drove the development of advanced troubleshooting and escalation processes.

Chen's career trajectory also includes roles as the Director of Global Technical Support at IntSights and Technical Support Team Manager (Tier III) at Varonis. In these positions, he demonstrated his ability to build and lead high-performing teams, drive process improvements, and deliver exceptional customer satisfaction.

Academic Background

Chen holds a Bachelor's degree in Computer Science from the University of Tel Aviv, where he graduated with honors.

Areas of Expertise

• IT Service Management (ITSM)

• Tier III technical support

• Team leadership and mentoring

• Customer experience optimization

• Incident management and root cause analysis

• Continuous process improvement

Professional Impact

Throughout his career, Chen has been instrumental in driving measurable improvements in service delivery and customer satisfaction. At Gong.io, he led the development of a comprehensive knowledge base that resulted in a significant reduction in support ticket escalations. At Varonis, he implemented a robust training program for his team, which led to a 25% increase in first-call resolution rates.

Conclusion

With his extensive technical expertise, proven leadership skills, and a deep commitment to customer success, Chen Nezri is poised to continue making a lasting impact in the IT support industry. He is well-equipped to lead high-performing teams, implement innovative solutions, and deliver exceptional customer experiences.