Dwight Lewis
Charlotte,NC
Summary
Results-driven Senior IT Leader with a proven track record of delivering transformative technology solutions. Increased productivity by 23% and reduced service delivery times by 30% through effective team leadership and process enhancements. Committed to fostering high-performing teams and achieving operational excellence.
Overview
13
13
years of professional experience
Work History
Manager - Engineering Field Services
AMAZON WEB SERVICES
, Remote
06.2023 - 04.2024
- Established and grew Engineering Field Services department from inception, enhancing service capabilities and operational efficiency.
- Develop and supervise EFS teams consisting of 11 field support engineers and managers across the Western US and various overseas locations, resulting in a 23% increase in productivity and a 15% reduction in downtime across all provided services.
- Implement new standards and best practices across the organization footprint, resulting in a 30% reduction in service delivery times and a 20% improvement in first-time resolution rates.
- Focused on process engineering and automation to increase scalability and predictability, achieving a 29% reduction in service delivery costs.
- Defined SLAs for EFS team to guide root cause analysis and trend evaluations, contributing to a 19% increase in customer satisfaction ratings.
- Orchestrate and oversee the delivery of daily technical assistance procedures, resulting in a 20% improvement in customer service issue resolution and a 15% reduction in installation approval times.
Manager, Tech Deployment Engineering
AMAZON
Seattle, USA
06.2021 - 06.2022
- Directed the deployment and adoption of Just Walk Out Technology in Amazon stores, resulting in 30% improved store productivity and 15% higher customer satisfaction. Managed a team of 48 engineers and 7 managers.
- Led successful launch of 50 stores by providing guidance and leadership to a high-performing team. Achieved a 53% higher store launch success rate and 25% faster launch time.
- Guided and developed regional team, resulting in 60% more stores in pipeline and 30% increase in store launch frequency.
- Created employee-centric initiatives, such as the Tech Deployment Training Academy, training 100+ new engineers in standard practices. Reduced deployment time by 25% and errors by approximately 18%.
- Increased headcount from 18 to 68, establishing empowering culture that enhanced team efficiency.
- Introduced subject matter expert role for technology deployment escalation points, improving TDE issue resolution rate by 20%.
Senior Technology Delivery Manager
LOWE'S COMPANIES, INC.
Mooresville, USA
12.2019 - 06.2021
- Managed a portfolio of key IT infrastructure projects with a combined budget of $19M, delivering all projects on time and under budget, resulting in a 95% satisfaction rating from stakeholders. Negotiated contracts and cultivated strategic relationships with five vendors, resulting in a 13% cost savings on project resources.
- Led the successful implementation of high-worth AV Infrastructures and IT Network projects at the Lowe's Technology Center delivering on-time and $177K under budget.
- Implemented project management best practices and streamlined workflows, achieving a 15% increase in project efficiency.
- Collaborated with cross-functional teams to ensure seamless project delivery and enhance client satisfaction.
IT Regional Field Services Manager
LOWE'S COMPANIES, INC.
Mooresville, USA
10.2015 - 12.2019
- Developed high-performing IT regional field services teams, resulting in a 20% increase in ticket closure rate and a 17% improvement in overall team productivity. Managed and drove key IT projects, including the Rear Selling POS deployment project, to successful close-out within the assigned budget of $2M.
- Delivered exceptional customer service, achieving a 98% quarterly survey score and driving a 12% increase in customer satisfaction ratings.
- Orchestrated new parts replenishment process for team, reducing parts inventory costs by 30% and increasing parts availability by 20%.
- Served as primary contact for deployment of PED (Payment Entry Devices) project across all stores.
IT Regional Field Services Coordinator
LOWE'S COMPANIES, INC.
Mooresville, USA
07.2013 - 10.2015
- Managed operations of 15 contractors supporting IT infrastructure in 132 Lowe's stores in Region 8, achieving 20% increase in store uptime. Provided expertise in deployment and maintenance of store IT support process within Region 8, resulting in a 10% improvement in first-time fix rate for store IT issues.
- Oversaw regional project deployments and functions, reducing project timelines and budget overruns by 20%.
- Coordinated daily operations to ensure efficient workflow and customer service.
- Managed inventory levels and tracked product availability across departments.
- Assisted in training new employees on company policies and procedures.
Lead Support Analyst
LOWE'S COMPANIES, INC.
Mooresville, USA
11.2010 - 07.2013
- Coordinated IT hardware deployment and support efforts at Lowe's Corporate campus in Mooresville, NC.
- Provided technical support for hardware and software issues.
- Analyzed user requirements to enhance system functionality.
- Collaborated with teams to resolve customer inquiries efficiently.
Education
Bachelor of Arts - Organizational Communication (Honors)
Queens University of Charlotte
Charlotte, NCSkills
- IT Engineering Process Management
- Technology Operations Management
- Process optimization
- Technology roadmapping
- Jira
- ServiceNow
- SharePoint
- Data-driven leadership
- Team Management
- Team Building
- Performance coaching
- Stakeholder Coordination
- Organizational Development
- Customer experience
- Relationship Building
Timeline
Manager - Engineering Field Services
AMAZON WEB SERVICES
06.2023 - 04.2024
Manager, Tech Deployment Engineering
AMAZON
06.2021 - 06.2022
Senior Technology Delivery Manager
LOWE'S COMPANIES, INC.
12.2019 - 06.2021
IT Regional Field Services Manager
LOWE'S COMPANIES, INC.
10.2015 - 12.2019
IT Regional Field Services Coordinator
LOWE'S COMPANIES, INC.
07.2013 - 10.2015
Lead Support Analyst
LOWE'S COMPANIES, INC.
11.2010 - 07.2013
Bachelor of Arts - Organizational Communication (Honors)
Queens University of Charlotte