Kim Lewis has over 15 years of experience in customer service, IT, and technical support roles. She holds a Master's degree in Information Systems and a Bachelor's degree in Network and Communications Management. Her most recent roles include Customer Service Representative at Southwest Airlines, where she assists customers with reservations and issues, and IT Business Analyst at Meritus Healthcare Partners, where she provided solutions for technology projects and ensured optimal user experiences.

1. Kim Lewis
kimrl26@yahoo.com
770-899-5080
EDUCATION: Graduated
University of Phoenix, Phoenix, AZ 05/2013
Master’s Degree, Information Systems
DeVry University, Atlanta, GA 06/2004
Bachelor’s Degree, Network and Communications Management
PROFESSIONAL EXPERIENCE:
Southwest Airlines 11/2016 – Present
Customer Services Representative
• Assists customers with booking domestic and international reservations
• Resolves fee issues
• Refine processes via Lean Six Sigma (Green Belt projects)
• Allocating rewards points and extension of travel credit
• Assisting other airline personnel with booking of flights
Meritus Healthcare Partners Tempe, Arizona 09/14 - 2015
IT Business Analyst
• Provided end users with the latest best practices of processes
• Practiced Project and Change Management methodologies
• Solved application issues with vendors
• Review, analyze and advise staff on State Plan Amendments
• Researches and analyzes information to assist in developing solutions for technology projects
• Tracks and monitors projects, escalating risks and issues for visibility to stakeholders
• Acted as a liaison between customers and cross-functional organizations to resolve issues
• Researched, collected and evaluated project data necessary to meet project report requirements
• Prepare written products, including briefing documents, evaluations and reports
• Develop Business Requirements
• Communicate frequently with stakeholders to ensure optimal user experiences
NBC/Comcast, Atlanta, GA 05/13 – 7/14
Technical Operations Support/Financial Analyst
• Provisioned new hires via Active Directory
• Comprised root cause analysis for degradation of services
• Solved application issues
• Cleaned and maintenance pcs to optimize operability

2. • Assisted end users with iPhone functionalities, including set up, managing content
Carestream Dental (Kodak Imaging), Atlanta, GA 07/10 - 02/13
Technical Support
• Solved 3D imaging application issues for extra-oral and intra-oral x-ray imaging machines.
• Configured servers for medical environments.
• Troubleshoot SQL issues.
• Modified registry keys.
• Configured/detached/reattached databases.
• Resolved technical issues.
U.S. Census Bureau, Alpharetta, GA 11/08 - 07/10
Assistant Manager of Technology
• Used various software systems, including, PeopleSoft, DAPPs, Remedy Trouble Ticket system
and MS Office Suite, CRM and Soft skills.
• Used re-imaging software for PCs in the company.
• Evaluated performances, identified deficiencies and offered assistance for improvements ·
Conducted region wide load tests for optimal network utilization.
• Trained Help Desk staff on problem resolution, mobile and office computing equipment.
• Planned and coordinated the installation, testing, operation and maintenance of all office
hardware systems for the 2010 Census.
• Maintained employee network access via Active Directory and LDAP.
• Maintenance of Cisco 7911 VoIP telephone systems.
• Provided administrative, technical and program guidance for office staff of 75 people.