Gwen Lewis
Support Escalation Engineer M365 Icam Engineer @Microsoft
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WORK HISTORY
Support Escalation Engineer M365 Icam Engineer @Microsoft
Delivered high-quality incident resolution through root cause analysis and proactive support strategies, leading to a reduction in repeat issues and a 15% decrease in incident rates. Led cross-functional coordination with multiple organizations to manage hot-sites, providing documented action plans, and daily status updates, resulting in a 30% improvement in crisis management efficiency. Executed formal post-mortem processes for critical issues, identifying and addressing underlying causes to prevent recurrence, leading to a 25% improvement in system reliability. Managed escalations and sub-cases, achieving a 95% on-time resolution rate for critical issues, greatly enhancing overall customer satisfaction.
EDUCATION
Cornell University
Certificate, Diversity and Inclusion
Dallas Baptist University
Bachelor of Applied Science (B.A.Sc.), Healthcare Information Systems
Collin College
Human Resource Management Certificate
Collin College
Training and Development Certificate
Apple
Certificate, iOS Technical Training - Final Quiz
Google Creative Campus
Google IT Support Professional Certificate, Google IT Support Professional
Collin College
Operation Management Certificate
Collin College
Supervisory Management Certificate
Collin College
Project Management Certificate
ABOUT GWEN LEWIS
Cloud Identity & IAM Engineer with 15+ years of experience leading technical teams…
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