Ari Goldstein

Experience

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  EDS

  Jan 1993 - Jan 1994

  Network Support Engineer

  Part of an upgrade team responsible for the pilot program for moving legacy mainframes and applications into a modern gigantic, unified Novell client server environment.- Novell Server Administrator- Assisted in fielding internal support calls for new Novell userstied to select servers- Worked with many other EDS teams to build and execute a plan for the world-wide GM corporate replacement for VAX mainframes into a Novell network.

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  ZNYX Networks

  Jan 1994 - Jan 1996

  Director Of Customer Support

  First to market with PCI bus server networking cards, enhancing server availability and performance, without a need to upgrade entire servers.- Developed Technical Support division- CRM design, workflow and launch- Trouble ticket escalation procedures to product engineering and QA- Established and maintained QA methodologies - Wrote product documentation- Negotiated SLA's with OEM's- Hired and Managed employees

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  Boole & Babbage

  Jan 1996 - Jan 1997

  Technical Support Engineer III

  Worked with installed enterprise client base for a client / server monitoring product on both Mainframe and UNIX platforms. Products monitored multi-server High Availability Enterprise systems for NOC operations.- 24X7 support for all Tier III issues for clients, maintaining SLA requirements.- Future revenue relied upon quality and resolution of support department performance, per SLAs.- Worked directly with sales engineers to identify issues with existing and potential installations.- Worked directly with QA to discover root causes for reported issues, test pre-release patches and adjusted testing methodologies to accommodate newer features.- Technologies supported in HA environments included Solaris, AIX, SunOS and HP-UX Show less

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  Silicon Graphics, Inc.

  Jan 1997 - Jan 2000

  Technical Support Manger

  Managed a team of technical support engineers, specializing in hardware problems, digital video software multimedia tools, video asset storage systems and web server management technologies. SGI had $1.6 billion in revenues, 10,000 employees.- Recruited, trained and managed support engineers for the call center. - Reduced open ticket per engineer by 65% within the first six weeks in role.- Ensured product design to include support dynamics with software project management, product marketing and field engineers, reducing call loads and escalation engineering time to close calls faster.- Monitored and interpreted customer call statistics, improving measured satisfaction through regular employee reviews and surveys. Show less

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  Calico Commerce

  Jan 2000 - Jan 2001

  Director World Technical Support

  Restructured a technical support department and established a support presence in both England and Japan.- Re-engineered the service department to remove support-based litigation issues (potential lawsuits).- Architect a new Onyx CRM for all technical support issues, designing reliable cross team escalation procedures and timeline triggers to respond and resolve all open tickets within SLA.- Wrote and trained all customer service engineers in top customer care practices.

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  Philips Broadcast /Mp4Net USA

  Jan 2001 - Jan 2002

  Technical Support Manager

  MP4Net was a company within the Digital Network division of Philips (a USD $33 Billion multinational conglomerate.) - Created a call center for a unique MPEG-4 video streaming server solution.- Designed and Managed worldwide service and support department. - Stopped all runaway engineering costs caused by missing support division, building a formal department and offering guaranteed response times for both client-to-company and internal division escalations. - Developed a comprehensive national and international product service policy, product warranty terms, service level agreements, support escalation flow and support hiring requirements. - Work along side Quality Assurance (Q.A.) for effective methodologies.- Designed the Customer Relationship Management (CRM) workflow for a in in-house, custom Microsoft Access database. Show less

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  Menlo Technical Consulting, LLC

  Dec 2003 - now

  Senior Account Manager / Principal Consultant

  An IT Security Consulting firm selling and implementing IT security solutions including hardware, software and general IT services to new and existing clients. Sales includes face to face selling and upselling hardware, software and services. Also ERP, CRM, POS systems. Present solution proposals for clients, incorporating regulation compliance (HIPAA, PCI-DSS, SOX, etc.)- Design business development plans for sales strategies and new service offerings.- Advocate for clients to identify best cloud-based or locally hosted systems for business efficiencies, intellectual property security and growth (i.e., SaaS, ERP, CRM, POS, EMR, etc.)- Consistently meet and exceed sales quotas.- Build and employ HR policies to protect corporate IP from insecure network designs and employee behaviors. Show less