IT Support & Infrastructure Specialist

Artis Lewis II

Fort Worth, TX ***** 469-***-**** **********@*****.***

Professional Summary

Systems-focused IT professional with 10+ years of experience supporting Help Desk, Windows, Active Directory, and enterprise infrastructure. Skilled in delivering advanced technical support, resolving incidents promptly, and ensuring seamless video conferencing and collaboration. Adept at translating complex technical issues into clear solutions for non-technical users, with a strong record of customer service and operational excellence in both federal and private sector environments.

Relevant Experience

IT Manager - ITMG (Reservist) – Department of Homeland Security / FEMA

Washington, DC 2017–Present

•Manage IT deployments for disaster response, including laptops, tablets, and mobile communications gear.

•Maintain asset accountability and documentation across multiple field sites using ServiceNow and SharePoint.

•Provide hands-on support for hardware swaps, diagnostics, imaging, and staging in high-pressure environments.

•Coordinate Dell warranty service and lifecycle management for field-deployed devices.

•Support 24/7 operations with rapid response to technical issues and asset requests.

•Installed and staged desktops, laptops, and mobile devices for enterprise clients.

•Imaged systems using SCCM and ensured compliance with client configuration standards.

•Maintained depot inventory and processed incoming/outgoing shipments of IT assets.

•Assisted with shipping, receiving, and inventory management for high work volumes.

Data Center Technician Diversant LLC (Contract Company)

Southlake, TX May 2017 – July 2017

•Audited network elements for alarming, configuration inconsistencies, and optimization.

•Network Refresh (Full replacement: network switches and routers, power distribution units, and wire servers)

•Managed prioritized ticketing queues and resolved escalations to ensure continuous datacenter support.

•Troubleshot and repaired fiber optic links using OTDR and JDSU equipment.

Infrastructure Technician III Outsource LLC (Contract Company)

Dallas, TX Aug 2016 – Apr 2017

Installed, terminated, and tested cross-connects (CAT6, COAX, Fiber) for service order installations and network circuit troubleshooting.

Installed wireless access points, rack and stack customer equipment.

Handled high-severity customer service requests and emergency escalations.

Maintained accurate records and documented problems and resolutions.

Provided remote-hand service for customers.

Technical Workforce Coordinator Charter Communications - Spectrum

Ft. Worth, TX Aug 2012 – Aug 2016

Managed daily scheduling and workflow for field service technicians.

Monitored network outages using ATOM and Drum.

Troubleshot and resolved customer issues related to phone, internet, and video services.

Coordinated with vendors, subcontractors, and internal teams.

Senior Broadband Technician Charter Communications

Ft. Worth, TX May 2010 – Aug 2012

Installed, troubleshot, and repaired phone, internet, and video services in residential environments.

Maintained customer satisfaction and educated customers on services and equipment.

Ensured compliance with quality, security, and safety guidelines.

Technical Skills

•PC Deployment Laptop/Desktop/Tablet Support Depot Operations

•Asset Management, ServiceNow, ITSM Ticketing

•SCCM Imaging, Intune, Active Directory

•Dell Warranty Coordination Hardware Diagnostics Inventory Control

•Hands & Eyes Support Field-Based IT Operations Client-Facing Documentation

•Microsoft 365, SharePoint, VPN & Endpoint Configuration

Education & Certifications

•Technical Diploma (FCC License), American Broadcasting School

•60+ Credit Hours in Computer Information Systems, University of North Texas

•FEMA ICS/NIMS Certifications (100, 200, 700, 800)

•Valid Texas Driver’s License

•Security Clearance: Public Trust – Elevated (DHS)

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