Thomas Lewman Email & Phone Number

Kansas City, Mo, Us

Kansas City, Missouri, United States

• Manage a team of 11 remote/hybrid Technical Support Engineers spread across a night and day team who are tasked with resolving major incidents for critical electronic health record (EHR) systems.• Designed and implemented a program that reduced the overall Mean Time To Resolve (MTTR) for all major incidents by 7%• Resource for Technical Support Engineer for questions or issues and to serve as an escalation point for resolving complex issues or situations.• Mediate disagreements among associates, ensure that all perspectives were heard, and facilitate a resolution plan.• Coordinate cross-functionality between teams to ensure seamless execution of processes and resolution of issues.• Identify gaps in processes or workflows and improve documentation or processes to obtain optimum effectiveness.• Provided timely feedback to associates when desired results were not being achieved, ensured accountability, and connected opportunities for associate development.• On-call rotation to provide support to Situation Management team for major incidents.• Respond to clients' feedback and resolve any issues that arise during their interaction with Cerner during their incidents.• Interviewed and effectively participated in the hiring and termination of employees.• Accountable for measuring, monitoring, and maintaining team's ability to meet or exceed Key Performance Indicators (KPI's) focused on quality service and Service Level Agreements (SLA).

Kansas City, Missouri, United States

• Prioritized and drove client escalations to ensure visibility, traction, and resolution were achieved.• Coordinate resources across Support, Infrastructure, IP, and other cross-organizational teams to drive efficient resolution of major incidents for clients' critical electronic health record systems in the United States and globally.• Coordinate resources across Support, Infrastructure, IP, and other cross-organizational teams to drive efficient resolution of major incidents for Cerner Cloud solutions and widespread Datacenter/IT infrastructure issues that impacted multiple clients. • Investigated and resolved complex incidents related to supported technologies.• Ensured that time-sensitive communication was provided to executives and Cerner leadership to keep them apprised of major incidents for clients.• Prepared post-incident reviews and participated in Root Cause Analysis.• Ensured that each bridge participant had a strong understanding of the issue and provided direction to SMEs to keep the resolution effort on track and moving forward.• Mentored and trained new Situation Managers/Technical Support Engineers.• Ensured that our clients had a 99.9% availability for the year by driving down the Mean Time to Resolve (MTTR) on any incidents I managed.

Kansas City, Missouri, United States

• Mentored and coached other System Engineers and Support Analysts.• Evaluated client escalation for risks and identified levels of severity.• Delivered long-term resolutions to clients’ issues and resolved daily issues for clients.• Supported remotely hosted environments including IBM AIX, Linux, and Windows systems.• Strong knowledge of Linux, IBM Websphere, Citrix, IBM MQ, Windows OS, Oracle databases, VMWare, Remedy, Atlassian JIRA, Atlassian Confluence and Cerner CCL.• Created a training program for new hires on Cerner solutions and how to troubleshoot and resolve issues.

• Installation and maintenance of PCs, Macs and servers running Windows Server 2000, and Windows Server 2003• Migrated Windows NT 4.0 Terminal Server/Citrix Metaframe 1.8 farm to Windows 2000/ Citrix Metaframe XP farm.• Implemented security policy with Active Directory to lock down user profiles.• Managed Microsoft Exchange and Microsoft SQL cluster.• Managed LAN/WAN configurations for corporate and remote offices.• Installed and maintained Cisco equipment.• Help Desk responsibilities of answering end user trouble calls.• 24x7 pager rotation to provide troubleshooting support to end users.

Moscow, Russia

• Maintained inventory database for General Service Office (GSO).• Performed physical inventory counts of US Embassy properties.

Alexandria, Virginia, United States

• Evaluated customer personal computer and business needs and provided options to fit their needs.• Troubleshot personal computers issues and resolve them.

Masters, Business Administration

Bs, Telecommunication Management