IT Systems Administrator with Utilities Experience

LISA THOMPSON

*********.**@*****.*** Falls Church, VA 22041 202-***-****

Summary

Dynamic IT Systems Administrator with over 6 years of experience in process improvement and project management across the utilities sector. Proven track record of enhancing operational efficiency through meticulous quality assurance and effective communication with cross-functional teams. Adept at managing multiple projects simultaneously while maintaining a focus on customer satisfaction and safety protocols. Committed to leveraging expertise to support innovative solutions and operational excellence at prospective employers.

Work Experience

Smart Meter- IT Systems Administrator, First Energy, Alexandria, VA

08/2025 – 01/2026

• Acted as the primary point of contact for uninstalled accounts returned from the meter installation vendor.

• Reviewed reasons for each return to utility and followed the established resolution process to determine the next course of action.

• Collaborated closely with the Meter Deployment Lead and Customer Engagement Coordinator to address cases where customers disputed or refused smart meter installations.

• Generated new meter exchange work orders and coordinated with Meter Services to schedule smart meter installations performed by in-house personnel.

• Conducted quality assurance monitoring on the status of each RTU to ensure timely resolution and adherence to safety processes to prevent defects

• Performed heavy data entry

• Tracked and analyzed trends, escalating issues to Deployment leadership and contributing to process improvements.

Process Assistant IV/Electric Distribution Design, Dominion Energy, Alexandria, VA

11/2019 – 12/2024

• Searched MGF Viewer and MIMS for map coordinates of residential and commercial properties.

• Linked and updated premises in DWWM for residential and commercial properties.

• Processed heavy ups, accelerated design and demo work requests.

• Released work requests in the ARM system, completing classification, subtype, description, labor class, request design, task status, and calculated cost to the customer.

• Identified electrical inspections in the City of Alexandria, Fairfax County, Arlington County, and City of Falls Church before any work orders could be released in ARM for scheduling.

• Prepared demo letters and emails to customers.

• Assigned incoming work requests.

• Managed and processed accelerated design work.

• Communicated electric service requirements to customers.

• Assisted in the training of new CPD1 and interns.

• Facilitated inspections.

• Created linking premises for large multi-family projects.

• Assigned all commercial projects to designers.

• Provided translation services in Spanish for customers.

Management Consultant, Veterans Benefits Administration (SPMO)

Washington, DC

11/2022 – 04/2024

• Collaborated in drafting an onboarding VVSR manual for Service Recovery Practitioners.

• Cross-trained during VVSR Team Sync Working Sessions on VVSR procedures and documentation, including coaching and contact log, session tracker, and Coaching Email Workbook.

• Coordinated and scheduled monthly training sessions for new Business Lines practitioners, covering self-assessment, prerequisite technology requirements, registration for training, coaching, and shadowing during kickoff meetings.

• Managed the SR Team’s calendar for six Business Lines Check-In Meetings.

• Created an open registration list for upcoming SRP training sessions.

• Updated and maintained the SR Distribution List and Tracker.

• Oversaw the Training and Coaching Scheduler on a monthly basis.

• Collaborated in drafting, proofreading, and editing onboarding VVSR documents.

• Conducted reviews, research, and drafted preliminary templates for VVSR Process Improvement Implementation efforts.

• Developed training schedules for monthly training of Service Recovery Practitioners.

• Assisted with the creation of content for the monthly VVSR Community of Practice Meeting.

• Updated the VVSR email workbook monthly.

• Generated monthly invitations for training, providing practitioners with introductory and self-assessment materials for their lines of business.

• Assisted in scheduling and rescheduling Business Lines check-in meetings.

• Drafted VVSR quiz, survey, and shadowing opportunity emails.

• Interviewed three trainees to gather perspectives on the training process for the VVSR monthly training program.

• Hosted, monitored, recorded, and provided notes for three weekly check-in meetings.

• Monitored the CX mailbox by Answer inbound emails from customers or redirect them to an appropriate contact and ensure a timely response

• Attended the CX Directorate Monthly Meeting.

• Hosted the SPMO Watercooler deck.

• Led the VVSR Automated Call List meeting.

• Participated in and hosted daily VBA Signals Service Recovery Program Team/SYNC meetings.

• Attended Hot Wash – Post SR Community of Practice Meeting.

• Answer inbound emails from customers or redirect them to an appropriate contact and ensure a timely response

Administrative Budget Support Specialist, Administrative Office of the United States Judiciary Courts, Washington, DC

08/2018 – 06/2019

• Prepared, submitted, and tracked all new hire forms, adding them to the SOC System and Teams.

• Administered orientation for all new hires.

• Processed exit procedures for all exiting contractors.

• Managed the filing system for hardware and software of the SOC Mentor Program.

• Tracked inventory of all hardware, laptops, and iPhones through the hand receipt system.

• Reconciled credit card purchases.

• Submitted all invoices to the Accounting Department for payment.

• Uploaded all forms to SharePoint.

Education

Bachelor of Arts, Communications/Organizational Leadership, Trinity International University, Miami, USA

10/1999 – 08/2003

Skills

• Microsoft Office Suite

• SAP, SharePoint, Concur, Webex, Citrix; Grace Hill LMS, Office 365, E-rate, Peoplesoft SPRO, DocShare, Olive, SALT, Eship, E470, Dropbox Meta Vance and Business SKYPE, Workday, Fieldglass, DWWM, ARM, Work Manager, CBMS, CORE, CRM systems, Data Entry.

• Reporting, proofreading, technical skills, task analysis, compiling, calculate and translate data, investigate variations, interpret policies and procedures, solutionist, make recommendations for improvements, supply management inventory control, provide guidance and assist in training to less experienced staff, customer service, independent. organizational skills, problem solver.

• Native Spanish Speaker.

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