J AMIE L EWIS

13627 8th Ave S Burien, Washington 98168 Jlsunflwer3@gmail.com 206-409-6710

D IRECTOR
Director and freelance artist/ multimedia design professional poised to leverage broad-based technical background toward challenging role in a creative industry Offer wealth of experience guiding highly technical, cross-disciplinary teams in fulfilling a range of challenging technical functions within fast-paced, productivity-driven environments. Excel at formulating and executing forward-thinking strategies within technologically innovative environments. Possess exceptional design sense, along with well-honed skills in various creative software and programming applications. Engaging communicator with ability to convey complex technical concepts to C-level audiences, and to forge lasting business partnerships. Highlights of expertise:

Visionary Leadership Strategy Development ITIL/MOF Methodologies Customer Training & Development

Graphic / Multimedia Design Testing & Quality Assurance Staff Training & Development Planning & Consulting Freelance

Client / Vendor Relations Project Management Web Development Budget Planning & Analysis Consulting

PROFESSIONAL EXPERIENCE
CASEY FAMILY PROGRAMS, Seattle, Washington Director of Customer Service and Support, 7/2013 Present Confident, dedicated technology leader with career-long record of promotion, stakeholder satisfaction, team building and strategic insight. Drive business results through process improvement design and efficiencies. Lead the organization through changing requirements and enablement of cross-functional transparency. Provide top down communications and training to the organization for new and existing technology supported services. Key Achievements: Drove organizational and culture change; realigned business needs and technical processes across the organization. Provided strategic planning and new process implementation to Technology Services teams for stronger alignment within the organization. Utilized MOF concepts and principles to reduce unnecessary incidents, action problems and effectively implement change within Technology Services.

POPULUS GROUP FOR MICROSOFT, Redmond, Washington Lead Incident/Vendor Manager, 2/2012 7/2013 Responsible for overseeing the day to day Incident Management team as well as providing management and guidance of the Retail Helpdesk team. Partner with business customers and vendors to develop and improve services. Collaborated cross-functionally with Management, vendors and internal support teams across the Retail organization to drive down incident MTTR and implement process efficiencies for sustainable support. Deliver training and professional mentoring to Retail helpdesk agents. Develop key performance indicators (KPI) and operational metrics. Provide escalation and follow up on impacting incidents to the Retail organization as well as detailed synopsis for incidents to upper Management. Lead new store activities and coordinate crossfunctional support. Key Achievements:

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Provided leadership to Incident Coordinators and Helpdesk teams for issue resolution and highpriority escalations that impact the Retail infrastructure. Improved Helpdesk customer image by working directly with Retail helpdesk Management and agents to reduce impact and enhance efficiency. Developed technical articles and process improvement procedures for helpdesk personnel with the goal of increasing first call resolution.

PREMERA BLUE CROSS, Mountlake Terrace, Washington IT Service Desk Manager, 2/2008 2/2012 Oversee world-class, cross-disciplinary team of 17-20 service desk analysts. Liaise with senior management and cross-functional departments in formulating service desk strategy and vision. Report to senior management on status of ongoing projects and daily operations. Partner with business customers and vendors to develop and improve services. Deliver training and professional mentoring to team members. Collaborate with IT subject matter experts (SME) to research and resolve technical issues. Interface with internal customers to gather requirements for new technical solutions, and with business partners to drive change and gather requirements for future implementations. Devise key performance indicators (KPI) and operational metrics and develop customer satisfaction surveys to gather information for improving responses to service level agreements (SLA). Create and manage high-value technology budgets. Coordinate incident management and response. Facilitate testing and quality assurance of newly rolled out services. Key Achievements: Steered design and deployment of new ticketing systems to facilitate release of a new software system. Deployed new tools into environment to increase Service Desk first-call resolution, leading to a near-50% reduction in call volumes, and increasing first-call resolution rates by 10%. Transformed Help Desk that served as portal to a fully functional Service Desk, leading to 80%+ first-call resolution.

DISNEY MOBILE, Seattle, Washington / North Hollywood, California Senior Lead Analyst / Technical Supervisor, 5/2006 2/2008 Brought in to assemble, deploy, train and manage Disney Mobiles technical support team. Delivered daily guidance and coaching to team of 10 senior analysts. Formulated business strategies for Disney Mobile Central Help Desk. Oversaw multiple projects concurrently, guiding team members in effective completion of countless project functions through effective scheduling. Managed several high-profile technical accounts, forging relationships with clients, vendors and partners. Contributed to quality assurance testing and collaborated with vendors / third-party manufacturers (TPM) to deliver critical bug fixes. Coordinated with development team to fulfill account needs, and to deliver code fixes and enhancements. Generated and administered Siebel information for Disney Mobile Customer base. Reported weekly to senior management on team performance and project status. Key Achievements: Garnered approximately $50K in savings per month by transitioning vendor functions in-house. Spearheaded development and implementation of several new processes and guidelines to provide system standardization, documentation and enhancements, while concurrently delivering relevant trending, forecasting, impact analysis and data analysis to C-level stakeholders. Established all processes and procedures for Disney Mobile Central Help Desk, and developed all infrastructure processes and procedures from the ground up.

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Education and Training

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ASSOCIATE OF ARTS IN GRAPHIC COMMUNICATIONS & DESIGN (In progress; ADG: 12/13) ITT TECHNICAL INSTITUTE, Tukwila, Washington Professional Certification Microsoft Certified Professional (MCP), Windows 2000 ~ CompTIA A+ ~ ITIL Foundations 3.0 Professional Development Values in Action~ Programming with C# in the .NET Framework - #2349 ~ Programming with C# #2124 ~ Developing Microsoft ASP.NET Web Applications Using Visual Studio.NET - #2310 ~ Expert Track: Updating Web Server Skills to IIS 6.0 - #2694 ~ Introduction to XML & the .NET Technologies - #2500 ~ Programming with XML Web Services using ASP.NET - #2663 ~ Programming with ADO.NET - #2389 ~ MCSE Windows 2000 Courses

TECHNICAL PROFICIENCIES
Platforms: Windows XP/Vista/7/8, Mac OS 10, Windows Server 2008, Linux Technologies/Tools: MS Office (Project, Visio, Word, Excel, Access, Outlook, PowerPoint, OneNote), Adobe (Photoshop, Illustrator, InDesign, Premiere, After Effects, Writer), 3D Studio Max, Mudbox