Alisha Lewis

 Technical Expertise

Intermediate to Advanced knowledge of the following software applications and operating systems: Microsoft Windows and Server (various versions); Microsoft Active Directory; Microsoft Exchange Server (various versions; Mac OS; Microsoft Office (various versions including Office 365); Great Plains-Dynamics; AS400; Microsoft Visual Basic; Adobe Creative Suite; Adobe Acrobat; SQL; VNC; VMware; ITSM; Symantec PC Anywhere; Soti MobiControl; Numara Track-IT and Footprints; Symantec Ghost; DriveShield; Cognos/Impromptu; Timekron and Softtime; PTS Wireless Server and TracerPlus, Nuance Omnipage Pro; Carbonite Pro; Active Disk ; Dell KBOX; Interaction Intelligence; Empower; Prime; Method; Cisco Unified CM Administrator; Polycom; Equifax Interconnect; FICO;  Equifax ePort; Claimtrak; AHCCCS; Schlage Bright Blue; Century Link Email SPAM Filter; FM Audit; e-Automate; FORZA; AVG Managed Workplace and Cloudcare; Various Office Machines Copier Interface (Sharp, Ricoh, Lexmark, Toshiba); LogMeIn; Service Now; ITIL; Six Sigma-Yellow Belt; AWS; Pulse Secure/RSA; OKTA; SCCM; RDP; VPN

Professional Experience

Cognizant Technology Solutions (Contract Project)                                             January 2017 – May 2017

Senior Systems Executive – Phoenix, AZ

● EUSR is the single point of contact for IS Staff who need to enable Service Desk support.

● Manage knowledge documentation, training and communications to all IS Service Desk companywide.

● Help Service Owners, SMEs, and Project Managers resolve tickets at the lowest cost point, increase end-user self-sufficiency, and update and improve knowledge articles on a continuous basis.

● Service Owners, SMEs and Project Managers who are introducing or enhancing a service that impacts end users and requires Service Desk support and help them to understand what steps to take to prepare the Service Desk for New Service/Application.

● EUSR service helps back up projects with consistent and cost-effective Service Desk support.

● Build and test Service Desk support models for any service that directs end users to the Service Desk for assistance.

● Plan Service Desk training.

● Update ISM knowledge articles that will be used by the Service Desk, IS community, and end user community.

● Create and disseminate communications to all Service Desks globally.

● Monitor how end users receive the new or updated service/application.

● Generate project reports that compare ticket volume estimates and actuals.

● Provide feedback on the effectiveness of IS support for your project.

● Provide IT services internally and externally) via Service Now, LogMeIn, and Skype for Business.

● Provide Service Desk support (inbound, email, and ticketing system) for 1000+ customers (internally and externally (external business partners); monitor, work, and assign Service Desk tickets.

● Troubleshoot software, hardware, mobile devices, and network issues

● Train users/customers on software issues including OKTA, Amazon Workspaces (AWS), RSA, and SCCM

● Handling end user calls, chat, email, web tickets

● Provide first level resolutions

● Ticket creation/Categorization / Prioritization

● Ticket escalation to respective Support Group

● Incident resolution and recovery

● Ticket Closure

Imagine Technology Group (Contract Project)                                         February 2016 – December 2016

Helpdesk/IT Field Technician – Chandler, AZ

● Provide IT services internally and externally) via AVG Managed Workplace, LogMeIn, and onsite.

● Provide Helpdesk support (inbound, email, and ticketing system) for 250+ customers, including executives (internally and externally at client sites); monitor, work, and assign Helpdesk tickets.

● Troubleshoot software, hardware, mobile devices, and network issues

● Train users/customers on software issues

● Work on assigned projects

● Order, build and rebuild/image PCs, laptops, mobile devices, and replace equipment as needed

● Create phone users’ profile and troubleshoot phone issues.

● Create and update documentation

● Ongoing training and learning as projects and/or issues present themselves.

● Set up new users/customers (User accounts (Active Directory), Email accounts (Exchange and Office 365 Admin Console), Phones, Headsets, Speakers, Monitors, and Printers (physically or connecting them to a network printer as well as set up scan folders, scan to email, and etc. via the copier’s web admin portal)

● Install and maintain the external custom-built 3rd-party software (e-Automate and Forza).

● Configure and maintain user network accounts through Active Directory, Exchange, and Office 365.

● Perform field tasks via on-site and remote computer administering.

● Create, monitor, assign, work, and close Helpdesk tickets in e-Automate and vTiger Ticketing Systems.

Horizon Health and Wellness (Contract Project)                                                  May 2015 – February 2016

Computer Support Specialist – Apache Junction, AZ

● Provide Claimtrak support (inbound, email, and ticketing system) for 100+ customers.

● Configure and Monitor AHCCCS accounts.

● Create and Configure Schlage Bright Blue badge access.

● Monitor Century Link Email SPAM Filter

● Provide Helpdesk support (inbound, email, and ticketing system) for 150+ users, including executives; monitor, work, and assign Helpdesk tickets.

● Troubleshoot software, hardware, mobile devices, and network issues

● Train users/customers on software issues

● Work on assigned projects

● Order, build and rebuild/image PCs, laptops, mobile devices, and replace equipment as needed

● Create phone users’ profile and troubleshoot phone issues.

● Create and update documentation

● Ongoing training and learning as projects and/or issues present themselves.

● Set up new users/customers (User accounts (Active Directory), Email accounts, Phones, Headsets, Speakers, Monitors, and Printers (physically or connecting them to a network printer)

● Install and maintain the external custom-built 3rd-party software (Claimtrak).

● Configure and maintain user network accounts through Active Directory.

● Manage business cellular account through Verizon Wireless and T-Mobile online and through interpersonal communication in excess of 150+ user lines. Verify account and line usage for unauthorized and abuse of cellular agreement.

● Perform field tasks via on-site and remote computer administering.

● Research and evaluate new technologies including Thin Clients and software.

·   Create, monitor, assign, work, and close Helpdesk tickets in in-house Ticketing System.

Sprint                                                                                                                              August 2014 – May 2015

Credit Specialist II – Las Vegas, NV

·   Provides administrative support in the credit application process and acquisition of new customers.

·   Receives inbound calls from customers and Sales to perform authentication for identity verification as a fraud prevention measure.

·   Makes decisions on credit approvals or declinations based on guidelines provided by management.

·   Reviews credit files and regulatory alerts.

·   Places outbound calls when necessary to verify identity.

·   Reviews existing customer accounts to evaluate credit upgrade eligibility.

·   Performs basic skills with handling low-level escalations.

·   Performs additional projects as assigned.

·   Performs at higher levels of productivity.

·   Troubleshoot mobile devices with customers.

TekSystems/CashCall (Contract Project)                                                            April 2013 – December 2013

Desktop Support – Las Vegas, NV

·   Monitor and assign Helpdesk tickets in KACE Ticketing System

·   Work and close tickets for multiple states for 300+ users, including executives.

·   Troubleshoot software issues

·   Troubleshoot hardware issues

·   Troubleshoot network issues

·   Train users on some software issues

·   Work on assigned projects

·   Work “Emergency Tasks” as deemed by the user

·   Build, rebuild, and image PCs and laptops

·   Replace equipment as needed

·   Printer Issues, including but not limited to paper jams, users not connecting, clearing print jobs, adding users to directory, and etc.

·   Work issues as they arise, even when a ticket hasn’t been created.

·   Setup and Configure computers, including but not limited to installing appropriate software.

·   Troubleshoot and connect to users via Windows 7 Remote Assistance in a Windows 7 and Windows XP environment

·   Troubleshoot user Cisco phone issues in Cisco Unified CM Administrator console

·   Troubleshoot Empower issues

·   Troubleshoot Prime issues

·   Troubleshoot Method issues

·   Changed loan assignments

·   Updated bank retreads

·   Create and update documentation

MacFarlane Group                                                                                            December 2011 – March 2013

Helpdesk Technician – Las Vegas, NV

·   Worked directly with the owner and executives

·   Monitor and assign Helpdesk tickets

·   Work and close tickets assigned to Las Vegas

·   Troubleshoot software issues

·   Troubleshoot hardware issues

·   Troubleshoot network issues

·   Train users on some software issues

·   Work on assigned projects

·   Work “Emergency Tasks” as deemed by the user

·   Prepare and send weekly IT report

·   Update IT projects

·   Build, rebuild, and image PCs and laptops

·   Work on any technical issues at Mark’s house that requires a physical presence

·   Order PCs and laptops

·   Replace equipment as needed including, but not limited to network equipment.  IE:  Firewall NIC, Router NIC, network cables, and etc.

·   Printer Issues, including but not limited to paper jams, users not connecting, clearing print jobs, adding users to directory, and etc.

·   Work issues as they arise, even when a ticket hasn’t been created.

·   Move IT equipment when needed.

·   Ongoing training and learning as projects and/or issues present themselves.

·   Create and run Dell KBOX reports.

·   Update Inventory and Assets in Dell KBOX.

·   Order and/or replace cell phones

·   Troubleshoot cell phone issues

·   Configure cell phones for Las Vegas

·   Troubleshoot (1st contact) Polycom phones in Las Vegas

·   Replace Polycom phones in Las Vegas

·   Configure Polycom phones in Las Vegas

·   Set up new users in Las Vegas (User accounts, Email accounts, Phones, Headsets, Webcams, Speakers, Monitors, and Printers (physically or connecting them to a network printer)

·   Setup and Configure computers, including but not limited to installing appropriate software.

Unite Here                                                                                                              January 2010 – October 2011

PC Technician – New York, NY

·   Provided Helpdesk support via Numara Footprints. 

·   Provided backup support to the Network Administrator.

·   Installed and maintained the external custom-built Expense Express database.

·   Trained organizers to use the external organizing database.

·   Provided IT support for 200+ users.

·   Created user, training, and issue documentation for Microsoft Office applications, Carbonite Pro, Expense Express, Remote Desktop, Unite Here webmail interface, Secure FTP, ActiveDisk, Verizon and AT&T Administrator Logins and etc., as needed.

·   Provided other database, IT, and limited Finance duties as needed, including but not limited to creating and maintaining network and ftp user accounts; testing, installing, and maintaining new applications such as Expense Express, Carbonite Pro and MIP, and etc; computer builds, rebuilds and images via Symantec Ghost and Active Disk.

·   Configure and maintain user network accounts through Active Directory via Remote Desktop to various servers configured with Windows Server 2000 and 2003.

·   Configure and maintain POP email accounts through CommuniGate; which includes configuring in excess of 100 users Microsoft Outlook accounts with POP email settings.

·   Low level DSL and network router, switch, Cisco router, and cable replacement limited to replacing visible Cat 5 and Cat 6 cables

·   Install, configure, maintain, and upgrade Dell PCs and laptops, Xerox, Dell, and Lexmark printers.

·   Install, configure, and maintain OS and application software (Windows XP Pro and Windows 7 Pro, Microsoft Office 2003, 2007, 2010, Adobe applications, Carbonite Pro, Log Me In, Expense Express, RDP, MIP, 7 ZIP, and etc) on users’ PCs in excess of 200 users, including executives, at the Headquarter office and locals nationally and internationally; includes but not limited to user access and privileges; in addition to accessing Log Me In to remote in and troubleshoot issues.

·   Managed business cellular account through Verizon Wireless and AT&T Wireless online and through interpersonal communication in excess of 200 user lines. Verified account and line usage for unauthorized and abuse of cellular agreement.

·   Install and configure Verizon and AT&T Wireless PC/USB cards on executives and field laptops.

·   Customer support on site (local unions and headquarter office) and by telephone.

·   Maintaining the necessary tools and supplies needed for field work

·   Configuring multiple machines at once, this involved loading Windows XP, and 7 Professional

·   Also installing operating systems by using hard drive cloning devices and drive imaging software such as Norton Ghost and Active Disk.

·   Installation and troubleshooting of various hardware and peripherals such as; motherboards, CMOS battery, NIC cards, TV tuner cards, serial port cards, wireless NIC cards, modems, USB expansion cards, and laser printers

·   Performing field tasks such as remote computer administering using Log Me In; Cat5 cabling and testing.

·   Providing multiple levels of training and support for customers onsite, over the phone and via remote internet connection.

Robert Half Technology/CWU Local 226 (Contract Project)                             August 2008 – October 2009

Data Specialist/IT Support/Trainer – Las Vegas, NV

·   Worked extensively with numerous databases including custom built MS Access 2003 and 2007 databases, Cognos/Impromptu, and Timms. 

·   Provided backup support to the IT help desk staff.

·   Managed Mobile Asset application (asset barcode system), including tagging new assets and checkout/in of loaner assets.

·   Managed ID card scanning system including creation of new templates and maintenance of scanner devices and databases.  Hardware includes Acroprint Time Clock and Dualys printers.  Applications include Timekron and Softtime Diamond Edition and Card 5.

·   Trained staff to use the Symbol MC70 barcode scanners and TracerPlus application.

·   Maintained wage tables for all CBA’s.

·   Maintained the external custom built organizing database’s administrative tables in MS Access 2003 and 2007.

·   Trained organizers to use the external organizing database.

·   Created user, training, and issue documentation for Microsoft Office applications, Acroprint Time Clock and Dualys printers (applications include Timekron and Softtime Diamond Edition and Card 5), Remote Desktop, Secure FTP, PTS Wireless Server and Tracer Plus, Mobile Asset, Scansoft Omnipage Pro 16, and etc., as needed.

·   Created mailing and member list files from Cognos/Impromptu and MS Access 2003 and 2007.

·   Supported the data needs of the political department.

·   Provided IT support for 100+ users, including executives.

·   Provided other database, IT, and limited Accounting duties as needed, including but not limited to creating and maintaining network and ftp user accounts; testing, installing, and maintaining new applications such as Track-IT 8 Help Desk system, Timekron and Softtime Diamond Edition, PTS Wireless Server and Tracer Plus, Mobile Asset, and etc; document imaging, converting, and proofreading with Scansoft Omnipage Pro 16; assigning and creating user ID cards and maintaining hourly employees clock-out/in times.

Gevity/Krispy Kreme (Contract Project)                                                                        June 2007 – April 2008

IT Support Specialist –Las Vegas, NV

·   Configure and maintain user network accounts through Active Directory via Remote Desktop to various servers configured with Windows Server 2000 and 2003

·   Configure and maintain POP email accounts through ProHosting; which includes configuring in excess of 100 users, including executives, Microsoft Outlook accounts with POP email settings

·   Utilize Track-IT help desk ticketing software to document all help desk issues as they come in; also, utilize Track-IT software to inventory assets which includes hardware (Dell PCs and IBM laptops, Brother MFC Fax/Printers and HP printers, peripherals, Blackberry smart phones, and etc) and Software (OS, application, and etc).

·   Low level Micros Eclipse workstation configuration and maintenance that include using Symantec Ghost to clone previously configured HDD with Windows 2000, replace faulty equipment like complete workstation, display, display adapter, HDD, network adapter, and cables.

·   Low level DSL and network router, switch, Cisco router, and cable replacement limited to replacing visible Cat 5 and Cat 6 cables

·   Install, configure, maintain, and upgrade Dell PCs, IBM laptops, HP printers (5), and Brother MFC fax/printers (22)

·   Install, configure, and maintain OS and application software (Windows 2000 and XP Pro, Microsoft Office XP and 2003, Track-IT, Soti Mobi Control, PC Anywhere) on users’ PCs in excess of 100 users at the Corporate office and approximately 20 stores in the Midwest and Western regions; includes but not limited to user access and privileges; in addition to accessing PCAnywhere to remote in and troubleshoot issues.

·    Configure and maintain Intermec PDAs with Soti Mobi Control and Mobile Accounting System to work with on-site and off-site network through TCPIP protocol; tested and maintain Intermec PDA Printer equipment; test and inspect equipment and submit RA request for equipment under warranty, then prepare for shipment to Intermec Repair facility and upon return, inspect equipment.

·   Managed business cellular account through Verizon Wireless online and through interpersonal communication in excess of 150 user lines. Verified account and line usage for unauthorized and abuse of cellular agreement.

·   Install and configure Verizon Wireless PC cards on corporate executives’ laptops

·    Configure and maintain equipment for stores in the Midwest and Western regions.

·   Customer support on site (local stores and corporate office) and by telephone

·   Providing on-call tech support for all locations

·   Maintaining the necessary tools and supplies needed for field work

·   Configuring multiple machines at once, this involved loading Windows 2000, and XP Professional

·   Also installing operating systems by using hard drive cloning devices and drive imaging software such as Norton Ghost

·   Installation and troubleshooting of various hardware and peripherals such as; motherboards, CMOS battery, NIC cards, TV tuner cards, serial port cards, wireless NIC cards, modems, USB expansion cards, receipt printers, and laser printers

·   Performing field tasks such as remote computer administering using PCAnywhere; Cat5 cabling and testing.

·   Providing multiple levels of training and support for customers onsite, over the phone and via remote internet connection.

Education

Bachelors – IT/IT Management                       Kaplan University                                                           June 2005
Diploma – Accounting Clerk/Clerk Typist     Dakota County Technical College                                    June 1997