Keith Lewis
Elkton,MD
Summary
Results-driven IT Professional with over 7 years of experience in Service Desk operations and a strong foundation in IT support. Possesses a proven ability to gather, analyze, and document requirements with precision. Adept at improving processes and workflows to enhance operational efficiency and client satisfaction. Excellent communicator with a demonstrated track record of collaborating effectively across teams to deliver strategic solutions. Seeking to leverage technical expertise and analytical skills to excel as a Business Analyst.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
IT Analyst II
Children's Hospital of Philadelphia
Philadelphia, PA
3 2017 - Current
- Spearheaded training programs, ensuring smooth assimilation of new technologies by coordinating and delivering training sessions for designated staff
- Oversaw installation and updates of software on end-users' devices, employing mix of on-site and remote channels to guarantee optimal functionality within Windows Server-based operating systems and diverse applications
- Exhibited exceptional interpersonal skills through patient, courteous, and tactful communication, cultivating positive relationships with colleagues and end-users in context of system administration
- Successfully resolved over 65% of first call tickets, demonstrating strong aptitude for problem-solving and efficient issue resolution within multiple programs and devices
- Actively collaborated in project evaluations within system administration division, providing insights to enhance customer service, productivity, and overall operational efficiency in dynamic production environment.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Jr. Salesforce Admin Intern
Children's Hospital of Philadelphia
Philadelphia, PA
01.2023 - 07.2023
- Thrived within agile environment, consistently achieving flawless track record of resolving 100% of tickets assigned to domain
- Assisted in daily administration and maintenance of Salesforce instances
- Collaborated with cross-functional teams to gather requirements for new features and enhancements
- Conducted data imports, exports, and data quality checks to maintain clean and accurate records
- Created and customized reports and dashboards to visualize key performance metrics
- Supported end-users by troubleshooting issues, providing training, and offering timely solutions
- Participated in testing and validation of Salesforce releases and updates.
Salesforce Data Entry Volunteer
Gems in Tech
Washington, DC
07.2022 - 09.2022
- Experienced in data cleansing and import/export, customization, and reporting and analytics
- Gather user requirements for support issues and development
- Delegating tasks on project to employees best positioned to complete them.
- Streamlined data entry processes for increased efficiency and productivity
Technology Administrator Internship
Children's Hospital of Philadelphia
Philadelphia, PA
08.2016 - 12.2016
- Delivered systems administration support to 10,000+ users, by setting accounts and security administration, executed routine system backups, and implemented recovery procedures
- Contributed to project that integrated over 100 new accounts into telecommunication environment in 3-month span
- Received commendation for proficiency in technical, analytical, and problem-solving skills, as well as for effective task prioritization and strong customer service orientation.
Education
Bachelor of Science - Management Information Systems
Wilmington University
Wilmington, DE 08.2012 - 05.2016
Skills
Salesforce Security Specialist Super badge
Business Administration Specialist Super badge
Business process improvement
User Management and Support
Strong Problem-Solving
Reports and Dashboards
Troubleshooting
Agile
Account management
Salesforce
Windows OS
Mac OS
ServiceNow
Splunk
Azure
ITIL Knowledge
Project Management
Data Analysis
Certification
Salesforce Associate Certification, Salesforce, 2023
Timeline
Jr. Salesforce Admin Intern
Children's Hospital of Philadelphia
01.2023 - 07.2023
Salesforce Data Entry Volunteer
Gems in Tech
07.2022 - 09.2022
Technology Administrator Internship
Children's Hospital of Philadelphia
08.2016 - 12.2016
Bachelor of Science - Management Information Systems
Wilmington University
08.2012 - 05.2016
IT Analyst II
Children's Hospital of Philadelphia
3 2017 - Current
Similar Profiles
Norma OliphantNorma Oliphant
Clinical Research Coordinator II at Children's Hospital of Philadelphia, CHOPClinical Research Coordinator II at Children's Hospital of Philadelphia, CHOP
Michele McCormickMichele McCormick
Certified Medical Assistant at Children's Hospital of PhiladelphiaCertified Medical Assistant at Children's Hospital of Philadelphia
Shanae WilliamsShanae Williams
Patient Service Representative at The Children's Hospital of PhiladelphiaPatient Service Representative at The Children's Hospital of Philadelphia
Cyani Wylie-Blassingame, RNCyani Wylie-Blassingame, RN
Registered Nurse, PICU/Oncology at Children's Hospital of Philadelphia, CHOPRegistered Nurse, PICU/Oncology at Children's Hospital of Philadelphia, CHOP
Gavin HallGavin Hall
Journeyman Pipefitter at MDavis & SonsJourneyman Pipefitter at MDavis & Sons