Christen Lewis

804-***-**** ady490@r.postjobfree.com

Experienced Product support analyst with over 5 years experience in IT. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Comfortable working at multiple scales of support management. Versed in both desktop and mobile platforms. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Associate of Science in Human Services

University of Phoenix Phoenix, AZ May 2011

● Cognos

● UiPath

● Workday

● Tableau

● JIRA/Confluence

● G-Suite

● Incident Management

● Remedy

● Robotic Process

Automation

● Project Management

● Scrum

● Workfront

● PeopleSoft

● ServiceNow

● Agile

● Business Analysis

● Microsoft: Excel, Word, Access, PowerPoint, Outlook, Sharepoint, and Visio Systems Operations Engineer(RPA)

Wells Fargo 40 hours per week Richmond, VA July 2021 – July 2023

● Assists in the planning and analysis of business problems to be solved with automated systems.

● Develop and Test Robotic Process Automation Bots in UiPath Environment.

● Work with a team of engineers in Agile Delivery, attend all agile ceremonies, provide input and deliver solutions.

● Create Change Management requests in Service Now to deploy Bots into production after validation.

● Work directly with the Product Owner and Business to understand the requirements and build solutions using RPA to address the problem.

● Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures.

● Resolve moderately complex issues to meet existing client needs.

● Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals.

● Lead projects and act as an escalation point, provide guidance and direction to less experienced staff. Application Support Analyst

Wells Fargo 40 hours per week Charlotte, NC January 2019 – July 2021

● Establish a comprehensive knowledge base for all new applications.

● Design and deliver staff training programs to facilitate all application launches.

● Provided expert-level support for Tier 1 and Tier 2 incidents involving 10+ applications using Service Now.

● Provided user orientation and training in new/modified applications.

● Conducted research using available resources, including knowledge bases, and training materials.

● Provided support to CRM/Financial/Credit applications such as RelationshipView, ICMP and ART.

● Working knowledge of WCIS, Profitview and CreditView.

● Stayed current with system information, changes, and updates as directed. Senior Process Manager

Ascendion 40 hours per week Richmond, VA July 2022 - July 2023

● Facilitated marketing projects from original concept through production.

● Conducted bi-weekly stand ups and created project schedules while being responsible for deliverables.

● Coached and trained junior PM’s on processes, performance targets and goals.

● Managed the issue resolution process by proactively identifying and mitigating risk related to the delivery of the projects and program.

● Creatively resolved issues while driving process improvement and managed implementation of solutions.

● Organized scope of work, managed others to ensure critical deadlines were met.

● Provided subject matter expertise when representing the department in projects and other meetings. Junior Business Analyst

Accuracy First 20 hours per week Charlotte, NC January 2018 - December 2018

● Participated in SLDC Risk Assessment sessions.

● Assisted Quality Assurance Team in documenting test strategy and test cases.

● Prepared specifications for system changes and upgrades in line with business requirements.

● Contributed to the validation of company application prior to implementation.

● Provided post production support/analysis and assisted in performing UAT Testing and validated test plans.

● Worked with the development team during the Design, Configure, Test and Deploy phase of system projects to clarify business requirements as required.

● Analyzed existing work-flows of systems to identify and implement operational improvement.

● Contributed to the deployment of Atlassian JIRA software in support of multiple projects, including administer and management of users, user permission rights, project roles, time tracking and security parameters.

● Applied change management principles, methodology and best practices to increase organizational success in implementing software solutions.

Assistant Project Manager I

Exela Technologies 40 hours per week Charlotte, NC February 2016 - January 2018

● Lead moderate to large complex projects and programs by providing strategic direction to projects, peers, and direct reports.

● Designed, developed, and managed project plans in a complex dynamic environment, revising needs to meet changing requirements.

● Ensured projects were being documented appropriately to mitigate risk and to be delivered on time.

● Leveraged problem solving and influencing skills to ensure project plans deliver on intent.

● Delegated tasks on the project to employees best positioned for completion..

● Performed quality control throughout development to maintain the standards expected. NOC Analyst

Windstream Communications 40 hours per week Charlotte, NC January 2013 - January 2016

● Improved net promoter score (NPS) and mean time to repair (MTTR) by 10% using process improvement.

● Provided end users and tier 1&2 support via telephone, email and instant messaging to resolve T1 issues.

● Provide second tier end user support for the Windstream application and online accounts.

● Remote tested T1 circuits utilizing React and other remote testing tools.

● Used trouble ticketing and inventory systems, such as Remedy and Metasolve 6 (M6).

● Managed and resolved end user escalations in a timely manner.

● Defined and implemented processes that would assist the team to effectively communicate with support and technical teams in an efficient manner to exceed end users’ expectations.

● Kept all process and procedure related documentation updated to ensure correct information was provided.

● Partnered with other teams to continuously provide a positive end user experience.

● Worked with Alcatel-Lucent, Tellabs DACS for analyzing T1 and T3 for errors, deleting and adding cross connects.

● Proactively ensured continuous system availability by resolving network errors and outages (Cisco devices).

● Worked with computer networking, including local area networks (LAN), wireless area networks

(WAN), internet service provision (ISP), internet protocol (IP), local machine and group security policies, firewalls, and web proxy/content filtering.

● Worked with voice switches and edge routers with regards to troubleshooting, specifically, Lucent 5eSS, Nortel DMS, Genband G9, as well as Cisco and Juniper edge and Adtran customer premise equipment (CPE) routers.

● Performed other duties as needed and/or assigned LIGHT

LIFELONG LEARNER - Growth mindset with natural curiosity, coachability and fierce leadership skills. INITIATIVE - Resourcefulness with an out of the box set of problem solving skills. GRACEFUL COMMUNICATOR - I identify my audience to find the most effective communication style. HONORABLE - Strong work ethic, unwavering integrity with sound judgment and dependability. TEAMWORK - Solid sense of self-awareness and will be a pleasant/productive asset to any team.

Contact this candidate