Jason Lewis
Dallas,TX
Summary
Apply newly acquired cybersecurity education to a role in information technology system support. Experience performing technical research, analysis, and troubleshooting. I bring experience working as part of a team and managing a team to meet deadlines.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Supervisor II
Texas Works
01.2023 - Current
- Gather, assemble, correlate, and analyze facts.
- Perform multiple tasks promptly.
- Respond to and resolve customer inquiries and complaints in a timely and effective manner.
- Making decisions and solving problems involving varied levels of complexity, ambiguity, risk, and selecting, managing, and developing a team.
- Monitor and evaluate unit performance and develop appropriate corrective action plans.
- Training, directing, and monitoring the work of others.
- Communicating effectively, orally and in writing.
- Operating a personal computer and using software such as Microsoft Office applications.
- Assertiveness to manage a team to meet high production expectations effectively, efficiently, and consistently.
- Developing and maintaining working relationships with others, such as agency team members or representatives of community resources, other state agencies, federal agencies, or the public.
- Knowledge of laws and regulations related to agency programs, SNAP, and Medicaid. Ability to establish and maintain effective monitoring systems.
- Develop and evaluate administrative policies and procedures
- Managing customer service operations and supervising a team of 16.
- Performing troubleshooting on proprietary software such as TIERS, YOURTEXASBENEFITS, and AVAYA phones.
- Training and leading team activities.
- Performing analysis of TIERS issues and making recommendations.
- Gather, assemble, correlate, and analyze facts
- Document customer complaints, concerns, and responses
- Supervised daily operations, ensuring compliance with state regulations and organizational policies.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Texas Works Advisor II / Team Lead
Texas Health and Human Services
12.2011 - 01.2023
- Performed troubleshooting of SNAP, Medicaid, TANF, MEPD, and Healthy Texas Women cases.
- Conducted technical research in the ASK-it knowledge base.
- Analyzed TIERS issues, kept records, made recommendations, and communicated errors.
- Pulled DataMart Reports (Excel) for data analysis.
- Prepared administrative reports.
- Organized staff meetings and training for 8 team members.
- Managed office supplies, building issues, and drills.
- Conducted case reading and policy research.
- Assisted EBT coordination, reconciliation, and client service.
- Handled customer complaints and technical troubleshooting of office equipment.
- Troubleshooting TIERS and related systems.
- Conducting technical research and analysis.
- Leading training and staff coordination.
- Managing office operations and client services.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Increased customer satisfaction by ensuring the timely completion of projects and adherence to high-quality standards.
- Maintained database systems to track and analyze operational data.
- Gathered, organized, and input information into the digital database.
Education
No Degree - Information Technology
CCI Training Center
Dallas, TX03.2024
Bachelor of Arts - Criminal Justice
Southern Arkansas University
Magnolia, ARSkills
- Entry Level IT Security
- Cloud
- Networking
- Effective Time Management
- Empathy
- Active Listening
- Attention to detail
- Complex Problem-solving
- Verbal and written communication
- Documentation and reporting
- Customer service
Certification
- CompTIA A+ CompTIA
- Network+ CompTIA
- Security+ CompTIA
Timeline
Supervisor II
Texas Works
01.2023 - Current
Texas Works Advisor II / Team Lead
Texas Health and Human Services
12.2011 - 01.2023
No Degree - Information Technology
CCI Training Center
Bachelor of Arts - Criminal Justice
Southern Arkansas University
Interests
Learning new technologies, All things automotive, Building friendships, Supporting my family, Building a Home Lab