Elidor Sweed
Holon
Summary
Experienced and results-driven Support Engineer & DevOps Professional with a strong background in IT infrastructure management, technical support, and automation. Adept at troubleshooting complex software and hardware issues, optimizing system performance, and implementing scalable solutions. Skilled in Linux operations, SQL queries, cloud platforms, and network integration. Passionate about enhancing system reliability and efficiency through automation and continuous improvement. Proven ability to manage multiple tasks effectively while delivering high-quality support and solutions in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
DevOps Engineer
Bank Leumi
Lod
01.2023 - Current
- Optimized CI/CD pipelines, reducing deployment time by 40%, and minimizing production downtime through automated testing and monitoring solutions.
- Resolved over 95% of critical incidents within 30 minutes by implementing proactive alerting and escalation strategies, enhancing system reliability.
- Developed infrastructure as code (IaC) solutions using Terraform and Ansible, reducing manual provisioning efforts by 60%.
- Implemented container orchestration strategies with Kubernetes, improving application scalability, and reducing infrastructure costs by 25%.
- Collaborated with cross-functional teams to troubleshoot and enhance cloud-based solutions, improving system performance by 30%, and ensuring 99.99% uptime.
Frontline Support Engineer Tier 3
Fireblocks
Tel Aviv
02.2022 - 11.2022
- Resolved an average of 50+ complex technical issues per week for customers in the crypto finance industry, ensuring a satisfaction rating of over 98%.
- Managed and prioritized over 100 Zendesk tickets monthly, authoring detailed Confluence articles to streamline troubleshooting and reduce recurring issues.
- Investigated and diagnosed system errors using Kibana, reducing incident resolution time by 30% through efficient log analysis and pattern recognition.
- Collaborated cross-functionally by escalating critical issues via Jira, driving faster bug fixes, and feature improvements with development teams.
- Provided real-time technical support via Slack channels, cutting response times by 40%, and improving user experience for enterprise clients.
Voip and Support Manager
Toyga
Tel Aviv
01.2020 - 01.2022
- Optimized IT infrastructure performance by monitoring and troubleshooting 1,200 desktops and Linux servers, reducing system downtime by 30%.
- Implemented new VoIP services and conducted rigorous QA testing, ensuring a 99.9% uptime for critical business operations.
- Led CRM integration projects, streamlined customer support workflows, and improved resolution time by 25%.
- Diagnosed and resolved complex hardware and software issues, enhancing system reliability, and reducing support tickets by 40%.
- Advanced to Tier 2 support within one year by demonstrating expertise in network troubleshooting, automation, and service enhancements.
Support Tier 1-3
Voicenter
Tel Aviv
01.2018 - 01.2020
- Diagnosed and resolved over 500 VoIP and network-related issues, ensuring 99.9% uptime for clients by leveraging Linux-based troubleshooting techniques.
- Optimized API integrations across three major CRM platforms, reducing manual workloads by 30% through automation and custom scripting.
- Analyzed and executed SQL queries to retrieve and update customer data, improving database efficiency and response times.
- Developed and implemented technical documentation, enhancing team knowledge sharing, and decreasing resolution time.
- Collaborated with Tier 1–3 support teams to streamline escalation processes, cutting ticket resolution time by 20% through proactive issue identification.
Education
Cyber Operations And Warfare
John Bryce
Tel Aviv01.2018
Skills
- Linux administration
- Windows Administration
- Network Security
- Cloud computing
- Container orchestration
- Infrastructure Automation
- CI/CD Pipelines
- System Monitoring
- Database Management
- Scripting automation
- Version control
- Incident Management
- API integration
- Configuration Management
- Troubleshooting Analysis
- Performance Optimization
- Server hardening
- DevOps practices
- Disaster Recovery
- IT Support
- Technical documentation
Certification
- Cyber Course, John Bryce, 01/01/17, 01/01/18
- AWS Certified SysOps Administrator - Associate, Pending
Timeline
DevOps Engineer
Bank Leumi
01.2023 - Current
Frontline Support Engineer Tier 3
Fireblocks
02.2022 - 11.2022
Voip and Support Manager
Toyga
01.2020 - 01.2022
Support Tier 1-3
Voicenter
01.2018 - 01.2020
Cyber Operations And Warfare
John Bryce
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