Marissa Lewis Email & Phone Number

Maryland Heights, Missouri, United States

I lead a small subdivision of Service Center, called Identity and Access Management (IAM), that oversees identity governance and user provisioning.Okta is our chosen User Mgmt. and Identity governance tool which my team administers.- Project Management - Cross training and collaboration - Identity & Access governance -implement user profile and access automation- Develop processes and procedures- automate user lifecycle management - build and develop Okta integrations and workflows

Maryland Heights, Missouri, United States

As an IT Engineer, my current role requires me to be flexible and well versed in multiple IT duties and responsibilities of both Service Center and System Administration. To possess a self-starter attitude, confidence to address IT challenges, suggest solutions and continue to improve my skillset to better support End users and down stream employees. My duties vary and I function as an utility team member. My purview spans across Service Desk duties, to User Provisioning, System Admin and moreService Desk: Duties reduced to focus on larger projects (May '22)- Provide All-star customer service to corporate, commercial and retail employees- Troubleshoot and resolve hardware and software issues- Account management - unlocks, pw resets- Troubleshooting intermediate software issues- Utilize Remote tools to provide IT support- Answer incoming calls - when needed User Provisioning:-Onboard new hires: create accounts, provide access to applications and systems- Off-board user: disable accounts, remove permissions, ensure all access is revoked- User account management- Execute Title change requests- Create and update procedures/workflows for user provisioning and account management- Collaborate with other IT teams for updates, system and procedure changes Knowledge Management System (KMS):-Develop a plan and strategy to implement a Knowledge Management System- Initiate collaboration and organization of IT teams and SMEs- Create process and workflow for submitting, publishing and revising KB- July '22 - KMS in production > continual monitoring > Delegate Administrators Automation/IAM:- Collaborate on project to implement an automation system for user provisioning- Liaison between OKTA vendor and application administrator- Self development and training to understand functionality and how to utilize new automation system- Analyze current challenges, develop solutions and implement

Image and configure laptops for new and/or converting employees and contractorsTroubleshoot and resolve hardware and software issues escalated from Help DeskDeploy licensed softwareManage and update the inventory/asset databaseEnd of Life project - cycling out 5+ year old laptops and replacing with new equipmentSetting up new hire desks with IT equipmentTrack workload via the Cherwell ticketing system

Greater St. Louis Area

Provide frontline support to the 100s of Build A Bear Workshop stores around the world. Troubleshoot and support their POS and interactive systems (NameMe, HearMe stations, etc.); troubleshoot hardware and order new parts if needed. Provide assistance to Managers and Bear Builders for the account needs - password resets, activation and more. - Image computers- Document incidents and service requests Ensure that our customers have a great experience every time they walk into a Build A Bear Workshop location.

United States

Provide IT support to all staff members associated with Pathology. This includes labs, staff computers and other devices. Install hardware and softwareTroubleshoot hardware and software issuesCreate an inventory for all assets Maintain and monitor serversSupport Powerpath (correct rejected orders, etc.) Image new devices Replace out of service hardware Administer AD permissions

Provide excellent customer serviceRecord Customer interactions and issue in ticketing toolTroubleshoot IT related issues and escalate incident based on SLAsUtilized remote software tools to manage and support workstationsTroubleshoot and resolve software and hardware issues Utilize SCCM to manage and install softwareCreate and manage User accountsCreate and manage AD permissions and accessManage and optimize Knowledge BaseWorkstation setup and hardware replacementTrain and coach interns on IT knowledge and assist with assigned tasks

Greater St. Louis Area

Supervise assistants:-Make sure that procedures and policies are being followed - Provide coaching and feedback to assistants on their weekly performance- Help assistants with difficult calls and/or tasks- Distribute performance reviews-Reply to emails and voicemails in a timely fashion-Close out Incident Reports as they are completed-Delegate work to assistants when possible-Create and modify work schedules- Create documentation related to supported applications, software and opportunities- Collaborate with team to create/implement sustainable and efficient procedures- Perform interviews for potential applicants - Review and update User Services Budgeting

Greater St. Louis Area

- Make sure assistants follow policies and procedures.- Reply in a timely fashion to emails from users.- Distribute work to Help Desk Assistants.- Document and edit Help Desk procedures and projects.- Provide feedback and coaching to assistants.-Troubleshoot issues from callers when work load is heavy for assistants

Greater St. Louis Area

- Generally support and help users with Technology issues involving the university:- Troubleshoot and support networking issues- Troubleshoot account issues with users- Enter incident reports for escalated issues that cannot by resolved at our level

Certification, Organizational Leadership And Development

B.A., Studio Art

Activities and Societies: Association for African American Collegians A.I.G.A.

Certification, Website Design