Versatile team leader who produces results.

1. Kim Lewis
kimrl26@yahoo.com
770-899-5080
QUALIFICATIONS:
15+ years of Technical/Business Relations experience
Extensive experience in Business Optimization
Provided project, hardware, software, management and training support
TECHNICAL SKILLS
Customer Care
Management
Go Live Implementation Quality Assurance ITIL
Contract
Negotiation
SDLC Project Management Logistics
Change
Management
Customer Relationship
Management
Supply Chain
Management
Root Cause Analysis
Process
Management
Qualitative/Quantitative
Reasoning
Asset Management HP Service Manager
EDUCATION: Graduated
University of Phoenix, Phoenix, AZ 05/2013
Master’s Degree, Information Systems
DeVry University, Atlanta, GA 06/2004
Bachelor’s Degree, Network and Communications Management
PROFESSIONAL EXPERIENCE:
ThyssenKrupp Elevators 2016 - Present
IT Support Analyst
 Provision user SMTP accounts
 Grant access permissions via Active Directory
 Responded to requests for technical assistance in person via phone and remotely (via Bomgar) for
the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin
Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office
 Assisted the Help Desk Manager in supervision training and mentorship of student employees at the
Desk with a specific focus on leading the team of Desktop Support Referral student employees who
also contribute to tier 2 ticket resolution
 Troubleshoot desktop issues via Bomgar remote tools
 Continually updated personal knowledge of computing hardware operating systems and software
 Maintained confidentiality and discretion when working with password or sensitive materials
 Comprise onboarding study chunks for new employees
 Analyze customer requests and issues to improve performance in support of IT enterprise systems
 Ability to direct the activities which respond to customer inquiries and concerns and services Help
as a liaison between C-Level executives and vendors
 Provide leadership and guidance in assigned areas of customer relationships
 Knowledge of and experience implementing IT systems
 Apply Scrum Master methodology for integration of proprietary software

2. Meritus Healthcare
Business Analyst 2015 - 2016
 Managed implementation of Phase I mobile application
 Facilitated daily teleconference of vendors to ensure successful daily ETL record transfers via EDI
methodology
 Resolved issues regarding HIPAA violations and duplication of accounts
 Determined scope of projects and critical paths to ensure adherence to delivery schedule
 Prepared rates of carriers for upload to website in compliance with ACA
 Lead others engaged in analysis, design, development, testing and implementation activities in
developing/maintaining business information systems.
 Developed test strategies and created test plans that included the development of testing scripts;
reporting of testing results
 Implemented Business Intelligence strategies in the areas of requirement definition, requirement
management, test strategy,
 Automated testing, test tools, functional testing, regression testing, performance / capacity testing,
end-to-end testing
 Conducted industry research of emerging technologies, analyze findings and developed new
solutions to support process automation and measurement.
 Facilitated presentations, group meetings, and walk-through sessions with stakeholders and
information systems professionals
 Communicated orally and in writing to effectively define and translate business requirements into
technical definitions and solutions to meet business requirements.
 Utilized Software Development Lifecycle (SDLC) and agile development methodologies, processes,
standards, and techniques sufficient to design, build and test information systems.
State of Arizona 2014 – 2015
Technical Operations Analyst
 Installs, certifies and troubleshoots campus and remote-campus network cabling infrastructure,
including a wide variety of local area network equipment and software
 Provided software documentation
 Uses established tracking system to log requests
 Monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and
implements solutions
 Utilized Kanban methodologies
 Communicates with manager regarding unresolved problems
 Determining root causes of issue(s)
 Trained end users on functionality of applications
 Works with vendors to resolve hardware operating system issues
 Researched and tests possible solutions and implemented solutions
 Analyzes bugs in system and application software
 Works with Programmers to solve mainframe application problems to meet end-user computing
needs.
 Writes scripts and batch files as needed to enhance the function of the operating system.
 Providing technical assistance to management on management information system applications
effectively accomplish organization or division objectives through basic project management
principles and practices.
NBC/Comcast, Atlanta, GA 2010 – 2014
Technical Operations Support/Financial Analyst
 Provision new hires via Active Directory
 Administer Avaya PBX, and Cisco Call Manager (Modular Messaging, ASA, SIP, UCCM)

3.  Assists with escalations pertaining to a new customer install or disconnect, providing customer order
status and/or related issues and drives timely resolution on behalf of the customer.
 Experience implementing and provisioning IP-Based, Private Line, Switched, and Dedicated products
 Comprised root cause analysis for degradation of services
 Solve application issues
 Clean and maintenance pcs to optimize operability
 Assist end users with iPhone functionalities, including set up, managing content; activate Apple
devices
 Utilized ITIL practices
 Developed methods and performed detailed analyzes of data using databases and spreadsheets for
 Finance
 Route team tickets in queue and assign to team members or appropriate departments via BMC
Remedy
 Reported appropriate monthly metrics and payroll for Sales Commissions team
 Configure thin client profiles for virtual users
 Synchronized smart devices via Air Watch and Active Sync
 SQL queries to forecast projections
 Comprised reports via SSRS for upload to server
 Review documentation and work to make determinations about completeness, accuracy and
compliance with policy and regulations.
U.S. Census Bureau, Alpharetta, GA 2006 - 2010
Assistant Manager of Technology
 Used various software systems, including, PeopleSoft, DAPPs, Remedy Trouble Ticket system and
MS
 Office Suite, CRM and Soft skills.
 Used re-imaging software for PCs in the company
 Supervised Help Desk Agents
 Evaluated performances, identified deficiencies and offered assistance for improvements
 Conducted region wide load tests for optimal network utilization.
 Trained Help Desk staff on problem resolution, mobile and office computing equipment.
 Planned and coordinated the installation, testing, operation and maintenance of all office hardware
 systems for the 2010 Census.
 Maintained employee network access via Active Directory and LDAP.
 Maintenance of Cisco 7911 VoIP telephone systems.
 Provided administrative, technical and program guidance for office staff of 75 people
 Demonstrated a level of interpersonal skills that facilitated camaraderie across multiple working
divisions
 Maintained employee work schedules
 Comprised and updated standard operational procedures and FAQ’s for employees
 Volunteer Work: Comcast Cares 2013 United Way 2000-2014 The Gateway Center 2013
 HDA Certification