IT Manager, Cloud Operations Engineer

William Lewis, Cloud Operations Engineer

www.linkedin.com/in/william-lewis-57a42914

SUMMARY

Dynamic IT Manager / Cloud Operations Engineer with over 30 years of experience in IT Management with 10+ years in cloud service operations. Expertise in advanced reporting and root cause analysis, successfully managed over 500 ETLs in multi-tenant SaaS environments. Proven ability to deliver 24/7 support and develop comprehensive documentation for services. Recognized for enhancing operational efficiency and providing training to diverse audiences. Committed to driving excellence in IT management and aligning technological solutions with organizational needs. WORK EXPERIENCE

Jan 2015 – Nov 2024 Gainesville, FL

Senior Cloud Service Operations Engineer,

SumTotal Systems, LLC

• Provided support on Level II JIRA tickets across the full scope of SumTotal SaaS offerings.

• Acted as the subject matter expert for Advanced Reporting by utilizing Tibco's Jaspersoft.

• Developed and maintained comprehensive documentation on all aspects of the offerings.

• Collaborated with Engineering and other teams to troubleshoot issues and implement effective solutions.

• Conducted detailed Root Cause Analyses that encompassed the scope of issues and available fixes.

• Delivered 24/7 on-call support through an established rotation. Served as the Cloud Operations representative on the ETL Governance Team.

• Performed daily reviews of over 500 ETLs executed in a multi-tenant environment.

• Partnered with Engineering to diagnose issues and propose both short-term and long-term solutions.

• Expertly designed and facilitated training sessions for technical and non-technical audiences. Jun 2014 – Sep 2014 Austin, TX

IT Director,

CSO Research, LLC

• Oversaw all Data Center interactions, managed third-party contracts, and developed policies and procedures.

• Managed a staff of 10

• Directed overall IT strategy to align with organizational goals. Oct 2013 – Apr 2014 Gainesville, FL

Computer Operations Manager,

University of Florida Department of Housing and Resident Education

• Led the 'Normalization of the Active Directory' project involving over 8,000 objects.

• Investigated and resolved all inconsistencies in the Active Directory, including naming schema, titles, descriptions, group memberships, printer assignments, network shares, and login scripts.

Jan 2012 – Mar 2014 Gainesville, FL

Chief Operating Officer (Co-Founder),

WebFleck

• Delivered complete web solutions tailored for individuals and institutions.

• Collaborated closely with clients from initial planning through project completion Aug 1992 – Oct 2013 Gainesville, FL

Senior Assistant Director for Information Systems, Career Resource Center @ UF

• Managed all technology-related aspects within the office.

• Participated as a key member of the senior management team to provide strategic guidance.

• Oversaw an IT budget exceeding $150K annually for personnel, hardware, and software.

• Supervised 2 full-time staff members and 5 Graduate Assistants.

• Contributed as a member of the development team that created the original version of

'NACELink'.

• Provided technical guidance and support for various computer networks.

• Designed and executed instructional programs to train new personnel. Aug 1987 – Jan 2013 Gainesville, FL

General Manager,

Campus Subway

• Managed the franchise, overseeing a staff ranging from 6 to 50+ employees over the years.

• Store achieved numerous awards including recognition for highest grossing store and largest sales increase world-wide.

Mar 1999 – Nov 2002 Gainesville, FL

MCSE Instructor,

GIS Inc.

• Developed and delivered comprehensive course content to instruct Microsoft certification courses.

Jun 1990 – Aug 1992 Newton, NC

Electromechanical Contractor,

SECAS inc.

• Specialized in addressing manufacturing-related issues involving Electrical, HVAC, Gas, and PLC systems.

EDUCATION

Jan 1988 – Jan 1994 Gainesville, FL

University of Florida

A.S., Engineering

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