Annette Lewis

• Leadership and Team Management:

Oversee multiple teams across diverse locations, including the Service Management Office, Asset & Facilities Management, Technical Writers, Security Administration Management, and the Cloud Service & Operations Team.
Directly manage eight federal employees and approximately 20 contractors under a Time and Materials Contract.
Develop, enforce, and monitor Performance-Based Metrics (PBMs) to ensure contract staff performance meets organizational goals.
Serve as Delegated Authority, making critical technical and managerial decisions in the absence of the Division Chief.

• Project and Operational Excellence

Key contributor to the Azure Virtual Desktop Non-Enterprise Messaging Application (AVD-NEMA) project, enabling controlled access to non-enterprise applications like WhatsApp and Signal for business use. Successfully deployed accounts for over 500+ users.
Led the design and implementation of a customer onboarding process for the Azure Cloud environment, aligning with federal initiatives such as the Data Center Cloud Optimization Initiative, the Cloud First policy, and FEDRAMP.
Directed the planning, design, testing, implementation, and maintenance of Data Center and Cloud Infrastructure, ensuring operational continuity for the Department of State (DOS) and its partners.
Oversaw the development of the Enterprise Azure Cloud Service (EACS) online portal, creating a streamlined, user-friendly interface for Cloud service enrollment.

• Process and System Improvements

Managed the migration from Remedy to the ServiceNow Platform, redefining ESOC Service Offerings and publishing them in the Enterprise Portal.
Developed an effective Document Development Lifecycle process comprising four key phases (creation, review, publishing, and maintenance) to ensure the accuracy and relevance of ESOC documentation.
Supervised the operations of Change/Configuration Management services, ensuring critical Configuration Items (CIs) adhered to baseline and security protocols.
Created and implemented comprehensive policies, procedures, and security protocols to maintain and enhance the organization's security posture.

• Strategic Initiatives and Collaboration

Volunteered for a 60-day Southwest Border Deployment Initiative in support of DHS, assisting migrants and maintaining operational continuity for ongoing team projects.
Fostered professional relationships through participation in departmental and interagency meetings, briefings, and conferences to enhance the organization's customer-focused image.

• Training and Development

Completed the Mission Support Leadership Program, an 8-month initiative focused on self-awareness, team engagement, change leadership, and achieving results.

• Facilities and Asset Management

Led the Asset and Facilities Management (AFM) team, overseeing 3,000+ tracked assets within the ESOC Data Centers.
Maintained operational efficiency and safety standards, ensuring the security, cleanliness, and documentation of the data centers.

• Customer Service Excellence

Directed the Service Management Office (SMO) to manage and fulfill customer service requests, enhancing service delivery within ESOC Data Centers.
Played a pivotal role in defining and documenting ESOC's service offerings within the IT Service Offering Catalog.

• Served as the acting Branch Chief for ESOC Operations and Maintenance Division for six months contributing to the management of daily operations to ensure continuity of operations was maintained
• Provided weekly team status reports and brief management during weekly Staff Meetings on team accomplishments and projects
• Managed and monitored several projects under the Data Center Consolidation Program that mandated bureaus to consolidate tiered data centers
• Developed project management roadmap to define project objectives, timelines, and milestones.
• Planned and provided expert operational support in assigned areas of responsibility
• Monitored production systems and escalated system outages
• Developed and reviewed internal and external Standard Operating Procedures and made recommendations on process improvements
• Assisted with the Authority to Operate (formerly Certification and Accreditation) process for ESOC by providing information on hardware baselines and inventory items
• Led and managed a staff of five team members engaged in administering complex IT infrastructure.

• Tier 3 Network administrator in ESOC responsible for maintenance of computer hardware and software systems, monitoring all systems
• Provided on-call support during off-hours and weekends; Monitored data center activity and visitor entries
• Assisted customers with installing their devices in the data center and confirmed security patches and DOS security templates were installed
• Performed monthly rack audits of devices housed in the data centers and coordinated with customers to resolve discrepancies
• Provided on-the-job training to employees on internal Data Center processes
• Configured, issued, and tracked government-furnished equipment (portable devices)
• Monitored critical website availability on the network and in the perimeter, network using Net IQ and ASG Sentry monitoring tools
• Provisioned and Removed user accounts and groups in Active Directory
• Attended various customer technical and requirement meetings
• Proven ability to develop and implement creative solutions to complex problems using the Remedy ticketing system.