Neil Hofman.
Technical Support Manager — 15+ years leading IT infrastructure, global support operations, and cross-functional teams to deliver real, lasting impact.
About
The connector between customers and code.
Technical Support Manager with 15+ years of experience leading IT infrastructure, systems administration, and global customer support operations. Proven record of managing cross-functional and multinational teams, resolving high-complexity technical escalations, and building scalable support systems for user bases exceeding 900,000. Skilled in API integration, CRM automation, and data-driven decision-making using SQL, Python, and Power BI. Known for translating complex technical concepts into clear guidance for stakeholders at every level while driving customer satisfaction, operational efficiency, and continuous process improvement.
Skilled in resolving complex technical issues, building cross-functional workflows, and creating documentation that empowers both users and internal teams. I can explain technical concepts clearly to diverse audiences and translate challenges into practical, lasting solutions.
Bilingual English & Hebrew, with hands-on experience supporting international user bases spanning Israel, the US, China, and beyond.
Skills
What I bring to the table.
Systems & Infrastructure
Deep hands-on experience with enterprise server environments, virtualisation, and cloud infrastructure across Windows Server, VMware, Azure, and HP BladeSystem.
Networking & Security
Designed and implemented DR and backup solutions, managed VPN infrastructure, and maintained failover systems for multi-office, multi-country environments.
Technical Support Leadership
Led Tier 2/3 support operations serving 960K+ global users. Resolved 20–30 advanced tickets per week while mentoring Tier 1 agents and maintaining a 5,000-user knowledge base.
Development & Integrations
Led custom API integrations, widget development, and a Salesforce automation that synced data across four internal platforms — eliminating manual errors and saving hours weekly.
Technical Writing & Documentation
Built and maintained comprehensive knowledge bases, user-facing help documentation, and internal training materials using Adobe RoboHelp, Author-it, and Write Point methods.
Multilingual & Cross-Cultural
Native English, professional Hebrew. Experience coordinating teams and users across Israel, US, China, and Las Vegas — culturally fluent in both local and international contexts.
Experience
Where I've made an impact.
Customer Service Technical Specialist & Team Lead
Rapaport Diamond ListingsLed a global customer support team across India, Hong Kong, Israel, and the U.S., serving as primary liaison between Customer Success/Service and Development/Product teams for a platform with 960,000+ users.
- Resolved 20–30 advanced Tier 2/3 support tickets weekly across 16 backend systems, supporting a global user base of 960,000+
- Built and maintained a company-wide technical knowledge base used by 5,000+ employees and customers, cutting support volume and accelerating onboarding
- Engineered a custom Salesforce automation system syncing data across four internal platforms, eliminating manual errors and saving dozens of hours weekly
- Directed custom API integrations and widget development that strengthened platform performance and improved Tier 2/3 resolution times
- Validated new features and reduced post-deployment issues as the bridge between Customer Success and Development teams
Customer Support Manager
AltriaPromoted from Tier 2/3 Helpdesk & Technical Lead to Customer Support Manager in recognition of strong performance and leadership.
- Directed IT support and systems administration for 150 users across 10 systems, ensuring business continuity across offices in Israel, China, Las Vegas, and Miami
- Managed 20–30 weekly support escalations, partnering with customers and cross-functional teams to deliver timely, effective resolutions
- Designed and delivered onboarding and training programs covering best practices, tools, and escalation protocols
- Restructured department schedules to maximise peak-hour coverage, reducing customer wait times and improving service levels
Tier 2/3 Helpdesk & Technical Lead
AltriaDelivered advanced IT support across a 150+ user, multi-country environment spanning Israel, China, Las Vegas, and Miami.
- Designed and launched an automated onboarding process spanning three systems, reducing new-user ramp time from weeks to days
- Built and deployed a fully operational remote U.S. office within 3 days, beating an aggressive 1-month target by nearly 90%
- Monitored application health metrics — error rates, latency, and throughput — implementing corrective actions to maintain uptime
- Led system migrations and platform integrations to support scalability and performance across global offices
Network Administrator
KPMG-Samech ChaikenManaged enterprise-grade server infrastructure and acted as the primary liaison between Israel and US technical teams.
- Managed HP Blade servers, NetApp storage, VMware environments, and SQL clusters
- Designed and implemented DR and backup solutions, including a dedicated data recovery centre
- Developed process manuals and a custom indexing system that enhanced internal knowledge management and reduced IT workload
Work Samples
Real work. Downloadable.
A selection of actual projects and exercises spanning Excel automation, Python data work, and SQL — each one downloadable so recruiters can see the real thing.
Lego Inventory Management System
A macro-enabled Excel workbook managing a full Lego inventory — stock tracking, customer records, and invoice generation across three linked sheets. Demonstrates VBA automation, formula logic (SUM, AVERAGE, MEDIAN), and structured data management.
Download .xlsmPython Data Project — Country Dataset
A structured dataset of 250 countries with ISO alpha-2/alpha-3 codes, UN regions, and sub-regions — built as part of a Python data analysis project. Demonstrates structured data handling, CSV import/export, and data cleaning.
Download .csvSQL Learners Database — Schema & Queries
A SQL exercise creating a learners database schema with CREATE TABLE, INSERT, and SELECT queries. Run on MS SQL Server — demonstrates structured schema design, data insertion, and filtered queries with WHERE clauses.
Certifications
Credentials & training.
Contact
Let's work together.
I'm actively exploring new roles in customer success, technical operations, and support leadership. Reach out — I respond quickly.