Wayne Lewis Email & Phone Number

Raleigh, Nc, Us

Raleigh, Nc, Us

Raleigh, North Carolina, United States

Collaborate with my peers to provide technology infrastructure support and mobile devices management for the administrative and support personnel maintaining the more than 200 parks and recreations facilities including services such as art centers, nature preserves, community centers and swimming pools.

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Responsible for planning, organizing and leading cross-functional, large scale, complex help desk projects delivering advanced technologies in support of products and services such as NetBond for Cloud, Collaborate and Conferencing Services.• Developed and maintained a technical front door engagement process providing business risk assessment and requirements analysis review and respond to RFPs and SOWs solutions for Tier 1 HD management request for some of AT&T Products such as Managed… Show more Responsible for planning, organizing and leading cross-functional, large scale, complex help desk projects delivering advanced technologies in support of products and services such as NetBond for Cloud, Collaborate and Conferencing Services.• Developed and maintained a technical front door engagement process providing business risk assessment and requirements analysis review and respond to RFPs and SOWs solutions for Tier 1 HD management request for some of AT&T Products such as Managed LAN/WAN, BVoIP, WebEx and network migrations from a TDM environment to an IP solution.• Collaborated with project team members to create and present detailed project plans, migration schedules, cost estimates, resource requirements, status reports and lessons learned to senior executives.• Developed and implemented an effective solution to streamline employee shift scheduling and shift trades with a clear process that defined the time frames for making changes and outlined the actions for changing shifts by balancing the employees request with the needs for business resulting in a 28% reducing in absenteeism.• Defined the project scope, goals and deliverables for a collaborative team based support model solution designed to provide a more educated team of engineers to address the clients concerns more efficiently while providing a better customer experience through innovation and technology.• Developed and maintained a detailed step-by-step Methods of Procedures (MOPs) for the migration of a core business unit by the creating of a rollback and contingency planning, evaluating the potential risk and partnering with the migration project team to deliver a successful migration of a critical business unit to the core VoIP network infrastructure. Show less

Raleigh-Durham, North Carolina Area

Led a 20+ person team of highly skilled technical engineers and managed the day-to-day operations in the Global Client Support Center (GCSC) managing Avaya and Cisco Hosted and Client Premise VoIP Collaboration Solutions proving an integrated environment for their Call Centers, E911 Service, LAN/WAN management, Global IP Voice Service and MPLS management of their global Voice over IP infrastructure. • Provided Level 2 and level 3 client support for Incident Management and Fault… Show more Led a 20+ person team of highly skilled technical engineers and managed the day-to-day operations in the Global Client Support Center (GCSC) managing Avaya and Cisco Hosted and Client Premise VoIP Collaboration Solutions proving an integrated environment for their Call Centers, E911 Service, LAN/WAN management, Global IP Voice Service and MPLS management of their global Voice over IP infrastructure. • Provided Level 2 and level 3 client support for Incident Management and Fault Isolation by gathering incident information, monitoring network events, documenting the issue, creating trouble tickets and engaging technical resources as needed to restore Service.• Developed, implemented and maintained GCSC Departmental strategic plans, project plans, policies and procedures including those related to incident management, disaster recovery, change management, client escalations, fault resolution and Root Cause Analysis (RCA). • Partnered with senior leadership to managed and maintain the financial aspects of the team budget including purchasing, training, expenditures, business case reviews and analysis.• Maintained the organization structure of the team including recruiting, staffing interviews, evaluating performance, employee development and coordinating training and company policy adherence. Show less