Ari Shapiro Email & Phone Number

Butler, Wisconsin, United States

Responsible for the day-to-day IT operations of MRPC including ERP (IQMS) and O365 administration.

Milwaukee, Wisconsin, United States

Managed all operational aspects of the Johnson Controls-North America Virtual IT Support Service Desk top include ensuring proper staffing to maintain high level of service and turnaround for IT related issues. Coordinated and communicated Major Incident Management (MIM) issues and warnings, including critical application triage and support for top “diamond” sites requiring immediate attention. Worked closely with global colleagues to ensure “Follow the Sun” issues were identified, addressed, and resolved.Service Now: Provided Service Now (SNOW) ticket triage via interagency teams and support queues while serving as queue manager of internal IT Support Management (ITSM) groupAnalyzed tickets to ensure clear communication and results, including contacting end users to acknowledge concerns and resolutions; Performed troubleshooting to assist IT Technicians with escalated issuesStayed current on IT trends, security, software updates, viruses, and break fix issues.

Glendale, Wi - Us Corporate Headquarters

Maintain a relationship and understanding of the requirements of the Johnson Controls Executive Officers and their administrative staff with respect to IT security and operational support.Provide IT security and operational support to the Johnson Controls Board of Directors during planned board meetings with the Chief Officers of Johnson Controls.Provide guidance, by communication and training, to the Executive Suite and Business Unit IT Staff and/or customers regarding understanding and adherence to all Corporate End User Computing services, SLAs and standardsProvide consultation to the business unit IT within the setup of End User Computing processes to achieve the standard SLAs and SLOs.Manage and report on the performance and SLO achievement of all End User Computing services in close relationship with the business unit IT, as the service provider, and the JCI service deskProvide project planning activities, project documentation and communication required for End User Computing programs in relation to transition, acquisition and implementation projectsOperational support of Executive video conferencing, HD-Video, Cisco Telepresence, WebExProvide consultation to JCI's global web of Network Technologists.Deployment of clean laptop and/or clean phone for traveling to countries with data security concerns Define recommendations for executive on most secure smartphone and/or laptop configuration.Work closely with the service desk management on the setup of End UserEnsure that the PC technology refresh process is followed and remediate devices when identified as non-compliant to standardsITIL v3 certified

Glendale, Wisconsin

- Maintain accurate records of equipment assignments- Follow up on all network related issues to ensure customer satisfaction- Implement, conduct and coordinate the smooth operation, repair, maintenance and expansion of all systems- Troubleshoot and resolve customer complaints concerning technical problems- Determine equipment needed for the repairs and replacement of defective system components- Receive, investigate, resolve and track trouble tickets- Install, maintain, and repair hardware and software by diagnosing, repairing, replacing parts, and testing as well as installing, updating, and troubleshooting applications- Design and troubleshoot internal computer networks

Performed on-site trouble shooting, spyware and virus removal, spam/pop-up control, software and hardware support, and broadband and wireless network connectivity

- Developed and implemented a personal business marketing plan- Prospected business relationships and acquired a vast array of new clientele- Maintained and grew strong relationships with personal clientele and “unassigned” clientele

- Implemented a new strategic marketing plan- Created “Competitive Analysis” to formulate a more decisive and proactive sales approach - Hired and trained new marketing/sales employees with respect to product knowledge, sales skills and overall business communication- Developed advertising in the scope of radio, print and direct mail (Variable Data Printing)

Bachelor'S Degree

Associates Degree, Computer Network Systems

Activities and Societies: Highest Honors, Member of National Technical Honor Society