Ariel Imrie Email & Phone Number

Santa Clara, Ca, Us

Mountain View, California, Us

Reduce employee downtime by providing rapid solutions to computer issues.Provide support for both Mac and PC computers in an enterprise environment.Enhance productivity by facilitating computer upgrades.Handle and close more than 10 tickets on average per day.Work closely with team members to ensure that projects are completed in a timely manner.

Redwood City, Ca, Us

• Ensured on-time completion of high-visibility project migrating all employees to Windows 7/Office 2010• Enhanced employee productivity by training employees in features of Windows 7 and Office 2010• Increased new employee efficiency by ensuring that their computers were set up on their first day at work• Provided new hire training on email, VPN, phones, WebEx products, and other business productivity tools as needed, ensuring that new employees could navigate and use corporate systems to locate information and obtain resources, increasing their productivity• Improved quality of asset inventory database by correcting errors, consolidating data, tagging new equipment, and updating for adds, moves and changes, leading to better accounting of systems upon which to base purchasing and maintenance decisions• Ensured employee productivity and remote access by providing CryptoCard and RSA tokens and training as needed• Performed local and remote troubleshooting including VPN, computer and application support and providing fast workarounds and fixes tailored to individual needs to reduce employee downtime• Added PC and Mac computers to AD to ensure domain connectivity and access to network resources

Us

Provide workstation, server, network, security badging and printer support for 50-person office.For additional details, please see the description under Technisource.

Fort Lauderdale, Fl, Us

• Reduced employee downtime by performing on-site and remote troubleshooting of hardware and software including printing, remote network access, common business and specialized lab application support and lab instrumentation support• Improved productivity by validating new lab computer with improved software and instruments• Greatly reduced projected costs by managing asset inventory including physical inventories, tagging new equipment, updating for adds, moves and changes, adding warranty info, and cleaning bad data, leading to a better accounting of systems to be upgraded or replaced• Reduced support calls and associated costs by training users as needed in business productivity programs• Increased efficiency of procedures in two major OS migrations, ensuring on-time delivery and minimizing employee downtime including providing procedures for manual data migration in the event that automated migration failed• Improved efficiency of corporate integration by aiding in major networking projects to migrate two client companies to new IP schemas and domains• Performed troubleshooting and basic repair on printers, phones, and copiers and interfaced with vendors as needed for more complex repairs• Improved employee productivity by rapidly imaging and deploying new computers• Repaired laptop and desktop hardware as needed• Migrated file server to upgraded hardware to reduce downtime and improve access• Reduced inventory and maintenance costs by making hardware purchasing recommendations to replace aging printers and fax machines of various models with unified models of multi-function printers• Improved IT image and user training by writing “Best Practices” emails to help users with managing email, protecting themselves against malware, and creating good passwords• Improved employee productivity by configuring and fixing Blackberries, iPhones and similar devices• Provided network and application support for Macs used by graphic designers and lab applications

Foster City, Ca, Us

Performed various tasks as a contractor. For details, please see the description under Technisource.

Palo Alto, Ca, Us

Performed various tasks as a contractor. For details, please see the description under Technisource.

San Francisco, Ca, Us

• Handled HelpDesk requests and inquiries• Performed troubleshooting and maintenance on the timesheet server, file servers, print servers, scanners, and CAD workstations, on-site and remotely• Installed software, scanners, and printers• Wrote documentation for IT and end users

San Jose, Ca, Us

• Delivered on Sales department’s promises in design and configuration of new customer implementations in teams and solo for the largest accounts• Improved corporate image by regular updates to web content and worked with Graphics to implement new website designs• Increased visibility and communications with our customers and community by implementing, administering, and writing the corporate blog• Reduced support calls by writing user documentation with screen captures and diagrams detailing software usage with appendices including use and syntax of L2 Basic formulas• Created IT procedures and manuals for company product including new server setup, installation, and maintenance procedures• Ensured smooth business operation by creating and managing total IT server infrastructure • Improved customer service and internal server support by mentoring new CS and IT staff• Trained customers in new features leading to increased product acceptance and demand• Improved customer retention by communicating customer requirements to Engineering for product development

• Administered and programmed CS systems and tools including the Aspect ACD and EGain• Reported CS metrics to management for SLA compliance• Managed IT, overseeing critical business systems and help desk operations• Administered the Inter-Tel phone system• Aided in massive office move including managing phone systems installations and failover call path routing• Aided in design and implementation of network failover routing

Us

I worked first supporting the Customer Support Call Center, programming the ACD and IVR systems and running reports from the ticketing system. I later supported the same applications for Aspect's internal HelpDesk, wrote technical documentation, and integrated new remote ACD systems into the existing network.