Arielle Shander Email & Phone Number

.Troubleshooting and restoring accounts and system access for NIH employees and contractors, including doctors and other VIPs from across 27 different institutes and centers.Utilizing ServiceNow to document incidents and escalate tickets to proper queue as necessary.Participating in monthly knowledge article review to maintain quality of knowledge base.Adhering to SLAs to meet KPIs, such as first-call resolution and average speed of answer.Received a score of 100% in all… Show more .Troubleshooting and restoring accounts and system access for NIH employees and contractors, including doctors and other VIPs from across 27 different institutes and centers.Utilizing ServiceNow to document incidents and escalate tickets to proper queue as necessary.Participating in monthly knowledge article review to maintain quality of knowledge base.Adhering to SLAs to meet KPIs, such as first-call resolution and average speed of answer.Received a score of 100% in all categories, including Customer Service, in QA call review Show less

.Translates notes from cat fosters' information forms into unique, appealing stories for cats' adoption profiles on Facebook and the City Dogs & City Kitties Rescue website.Has written more than 60 profiles (and counting) for kittens and cats who need help getting adopted

Remote

.Set up user accounts and assigned appropriate permissions in Zendesk and InRule catalogs.Resolved clients' installation issues and errors for business automation software.Coordinated with subject matter experts to assist clients with complex rule authoring requests.Monitored performance of developers' instances on SumoLogic and shared reports with lead

Remote

.Protected privacy of legal documents by assigning account permissions in iCONECT XERA.Resolved customers' SaaS eDiscovery application issues via email, phone, and screenshare.Prevented degradation of eDiscovery services by participating in after-hours maintenance.Participated in 24/7 on-call rotation to assist law professionals with technical issues

.Led three teammates on Spitfire Sheep from project’s beginning until iOS and Android release.Created enticing gameplay concepts that garnered 200+ downloads and 13,000+ impressions.Improved difficulty curve by demoing game at conventions and gathering players’ feedback.Minimized bugs and performance issues by testing game and articulating issues to programmer.Wrote marketing posts on Twitter and Facebook

.Remotely coordinated with SaaS engineers on phone bridges for high-impact incidents.Honored clients' SLAs by delivering hourly service availability info to clients during incidents.Ensured smooth transition of hand-off to next shift by providing detailed documentation.Monitored chat, email, and ServiceNow ticket queue to perform service requests.Created and managed user accounts in Windows Active Directory

.Assisted with level design and art asset creation for The House on Usher on PC and mobile.Reduced bugs and performance issues on multiple platforms by testing game on various devices.Increased game’s chances to compete by researching and reporting casual game market trends

.Kept middle and high school game development students on track by evaluating their projects.Judged the Globey Awards competition and nominated an exceptional game that won

.Assisted with level design for Feed the Rocker on Facebook.Improved game balance by testing levels.Increased game’s chances to compete by researching and reporting social game market trends

Bachelor'S Degree, Simulation & Digital Entertainment, 3.9

Associate Of Arts - Aa, Computer Gaming & Simulation

Activities and Societies: Phi Theta Kappa Honor Society

Certification, Ux Design

Completed a 100-hour online UX design workshop that covers user-centered design, user research, and content and strategy. My final.