Tabatha Lewis
Marietta,GA
Summary
Enthusiastic IT Operations Analyst polished in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Operations Analyst
Nolan Transportation Group
05.2021 - Current
- Maintained up-to-date knowledge of industry trends and emerging technologies to inform strategic decision-making within the organization.
- Creation of PowerShell Scripts for automation and Active Directory cleanup
- Identified resolution for when Slack application fails to update
- Coordinate with cross-functioning teams to resolve various issues and provide daily/weekly updates
- Improved system performance through proactive identification and resolution of technical issues.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Reduced downtime during maintenance windows with careful planning, coordination, and communication among stakeholders.
- Organized system operating procedures to strengthen controls.
- Improved systems with addition of new features and infrastructure.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Identified opportunities for process improvements using performance metrics analysis, leading to increased operational efficiency.
- Enhanced team collaboration by developing and maintaining comprehensive documentation for IT procedures and policies.
- Investigated system issues and implemented resolutions to reduce downtime.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Asset Management Analyst
Nolan Transportation Group
09.2021 - 06.2023
- Orchestrated client-centered financial packages factoring in current market trends.
- Created financial strategies to optimize portfolio performance and reduce risk.
- Monitored market trends and news to identify emerging opportunities.
- Conducted due diligence on potential investment opportunities, minimizing risks and maximizing returns on investments.
Senior Helpdesk Analyst
Nolan Transportation Group
05.2021 - 09.2021
- Maintained and updated internal customer service database.
- Developed comprehensive knowledge base articles, enabling faster issue resolution for colleagues and endusers.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as MS Office and proprietary BOS software.
Senior Helpdesk Rep
KPMG
11.2020 - 04.2021
- Provided Level 1 & 2 phone/chat support and met/exceeded service level agreements for assigned support tickets; record requests, incidents and status information through the use of ServiceNow
- Managed daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service; meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets) Supported implementation and deployment of internal business systems and solutions; proactively maintained communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status
- Trained and supported new hires via peer advising
- Utilized and contributed knowledge articles to the knowledge base.
Service Desk Analyst & Coordinator
Aprio
12.2018 - 04.2020
- Managed an average of 65-70 incidents per day for 700 internal employees in several markets
- Remedied tickets using web-based ticketing system, ServiceDesk Plus 99% Windows PC environment with 2-7 Mac OS users specifically in the marketing department Account creation, password reset, permission access using Active Directory Trained team on Windows 10 OS after OS migration Onboarded and trained new and current employees including MFA, Transitioned team from hard desktop phones with soft desk phones using Zoom
- Assisted with the acquisitions of the following markets: Alabama (10 users), Alpharetta (10-15 users), and 2 offices in North Carolina (60 users) Installed, maintained, and troubleshot Dell PC hardware
- Trained end-users on Office365 after implementation Provide remote support to internal staff using LogMeIn and Zoom Project and asset management for new and upcoming I.T
- Software introductions 1st resolution executive on call support Created and implemented “ASK I.T.” Program for in depth training on I.T
- Forecasted items
- Corrected network printer connectivity Troubleshot Cisco routers.
Technical Subject Matter Expert
HCL Technologies
12.2017 - 12.2018
- Stationed at Cox Communications and IHG as a subject matter expert for 30% MacOS internal environment
- Set compliance standards for overall project transition
- Spearheaded pilot projects by creating detailed project timelines, process documentation and functional specifications
- Contributed to organizational improvement by gathering and analyzing data, preparing reports, and developing process improvements
- Develop, maintain and produce operational and strategic reports and dashboards
- Prioritize and execute roadmap for reporting and analytics
- Lead ideation and requirement specs of reporting and other ITSM capabilities.
Senior Helpdesk Analyst
CareerBuilder
05.2017 - 08.2017
- Maintained and updated internal customer service database.
- Developed comprehensive knowledge base articles, enabling faster issue resolution for colleagues and endusers.
- Monitored system performance to identify potential issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided customer support and technical support to 35+ customers daily.
Apple Technical Advisor
Kelly Services
03.2013 - 04.2017
- Generated reports to track performance and analyze trends.
- Delivered exceptional customer service, resulting in increased customer loyalty and positive feedback.
- Demonstrated adaptability in handling diverse customer inquiries spanning hardware, software, networking, and other related areas.
- Kept up-to-date on industry trends, emerging technologies, and new product releases to better serve customers'' needs.
- Responded to escalated customer inquiries and provided technical assistance over phone.
- Contributed to a high-performance work culture by consistently exceeding performance metrics and targets.
Education
BSIT-Information Technology -
Capella University
Skills
- Concept of Operations (CONOP) Design
- Enterprise Architecture
- Disaster Recovery
- Product Development
- Technical Analysis
- IT Asset Management
- Hardware troubleshooting
- IT Performance Reports
- System monitoring
- Network Troubleshooting
- Project Documentation
- Technical Writing
Certification
CIW Web Foundations Associate
Professional Overview
Software & Platforms: Windows 7, 10, 11 OS, Microsoft Exchange Administration, MS Office 365 (Complete Suite), Slack, SCCM, Beyond Trust (Bomgar), AirWatch, BitLocker, Java, Mac OS, ServiceNow, PowerShell, Active Directory, LogMeIn, iOS, JAMF, BigFix Administration, Zoom Administration, Intune MDM, Azure Administration, SharePoint/Exchange/O365 Administration
Networking: Fortinet, Cisco AnyConnect
Skills: Autonomous, Fast-Tracked, Root Cause Analysis, Hardware Configurations, Quality Assurance, System Administration, Inventory Management, ServiceNow, Active Directory, Azure Active Directory, Integrated Communication, VoIP, Mobility Solutions, Application Management, Hardware Deployment, Business IT Support, Asset Tracking, Data Management, Inventory Auditing, PowerShell Scripting, SLAs, MS Office 365 Admin, Application Support, Personable Leadership, Remote Support, Problem-Solving, After Hours Support, Project Planning, Risk Assessment/Management
Timeline
Asset Management Analyst
Nolan Transportation Group
09.2021 - 06.2023
IT Operations Analyst
Nolan Transportation Group
05.2021 - Current
Senior Helpdesk Analyst
Nolan Transportation Group
05.2021 - 09.2021
Senior Helpdesk Rep
KPMG
11.2020 - 04.2021
Service Desk Analyst & Coordinator
Aprio
12.2018 - 04.2020
Technical Subject Matter Expert
HCL Technologies
12.2017 - 12.2018
Senior Helpdesk Analyst
CareerBuilder
05.2017 - 08.2017
Apple Technical Advisor
Kelly Services
03.2013 - 04.2017
BSIT-Information Technology -
Capella University
Similar Profiles
Harrison FryHarrison Fry
Corporate Analyst - Office of the CEO at Transportation Insight/Nolan Transportation GroupCorporate Analyst - Office of the CEO at Transportation Insight/Nolan Transportation Group
Chloe StantonChloe Stanton
Sales Development Representative at Nolan Transportation GroupSales Development Representative at Nolan Transportation Group
Peter DoroPeter Doro
Over the Road Sprinter/OTR Box Truck Driver at Nolan Transportation Group, LLCOver the Road Sprinter/OTR Box Truck Driver at Nolan Transportation Group, LLC
Jessica LaddJessica Ladd
Account Coordinator/Operations Specialist at Nolan Transportation Group, LLCAccount Coordinator/Operations Specialist at Nolan Transportation Group, LLC
Trevor GoldenbergTrevor Goldenberg
Camp Counselor at URJ Camp ColemanCamp Counselor at URJ Camp Coleman