Keyven Lewis

Keyven Lewis, MBA, BSIT- |-https://www.linkedin.com/in/keyvenlewis/ ALIGNING IT SOLUTIONS WITH ORGANIZATIONAL OBJECTIVES Empowering Teams to Build Scalable, Future-Ready Systems Results-driven technology officer with strategic global experience in steering technological innovation, strategic operational oversight, and leadership for tailored IT solutions. Deploys tools to analyze business processes in order to proactively identify inefficiencies and spearhead transformative process improvements through automation and improved user experience. Exceptional leadership in optimizing IT infrastructure, overseeing end-to-end development and guiding implementation of scalable architectures, enterprise systems, and cutting-edge technologies. KEY QUALIFICATIONS IT Operations Management Cybersecurity and Compliance IT Governance and Planning Enterprise Architecture and Risk Management Strategic Leadership Technology Roadmap Development Cloud-based Systems and SaaS Solutions System Integration PROFESSIONAL HIGHLIGHTS ZONES LLC – Richardson, TX | 2023 to Present Director, Microsoft 365 Practice (Contract not RENEWED) 02/23 – 04/23 Director, Clinical service desk (pROJECT COMPLETED) 05/23 – 07/24 Director, Global Partner Management 08/24 – 01/25 Lead critical business initiatives across Zones' enterprise, leveraging technical expertise and strategic vision to drive innovation and growth. Spearhead transformative projects in multiple leadership roles: direct a global, white-labeled Microsoft 365 support practice while providing strategic oversight for a global team of 200+; build and scale a dedicated clinical service desk to meet the specialized needs and innovative technical solutions of healthcare clients; and oversee the global partner ecosystem as Director of Global Partner Management. IMPACT SNAPSHOT: Achieved seamless global support for Microsoft Premier, Concierge, and Azure operations by leading high-performing international team within white-label support model. Selected Contributions: Oversaw a white labeled global Microsoft support team of 200 with a focus on strengthening efficiency to increase profit margin and enhance scalability. Created $25.5M sales pipeline by building out a new Clinical Services Practice Desk for Zones to sell to 17 active healthcare clients. Started a Global Partner Management program to optimize partnerships by reducing redundancy, streamlining governance, and driving operational excellence. Focused on expansion of global partners and streamlining volume to partners. Unisys Corporation – Dallas, TX | 2020 to 2024 Client Executive: Delivery Management, Customer Success, Business Development Optimized account governance by defining reporting structures and frameworks for account teams and clients. Negotiated favorable contract renewals through collaboration with sales, commercial management, clients, and third-party suppliers. Elevated client satisfaction by conducting surveys, implementing improvement plans, and executing corrective actions. Fostered collaboration by partnering with delivery teams to establish professional accountabilities and governance adherence. IMPACT SNAPSHOT: Surpassed total contract value (TCV) and margin targets by over 100% in 2022 across 10 accounts and achieved a 10%+ increase in 2023 for two accounts. Selected Contributions: Maximized revenue growth, profitability, and customer satisfaction by managing ten (10) multi-year engagements, achieving key performance targets, and ensuring full compliance with contractual commitments. Delivered transformative solutions by directing end-to-end delivery of Digital Workplace Services (DWS) and Cloud Application and Infrastructure (CA&I) solutions, optimizing resource usage and innovation. Strengthened client trust and strategic alignment by cultivating relationships with CXO-level stakeholders and serving as trusted advisor, influencing critical business decisions. Minimized escalations and ensured service excellence by owning complaint management strategy and resolving SLA breaches across transition, transformation, and steady-state phases. Secured high-profile account retention of $8,400,000 annual by successfully driving contract renewal without initiating RFP, preserving business continuity. CMIT Solutions of Best Southwest Dallas County – Cedar Hill, TX | 2017 to 2020 Chief Technology Officer Achieved rapid market entry by launching IT outsourcing franchise that delivered service packages to small businesses, including software monitoring, secure off-site data storage, help desk support, telecommunications, cloud computing, and cybersecurity-driven solutions. Captured long-term growth by establishing clear company vision and aligning business plans to drive strategic objectives and profitability. IMPACT SNAPSHOT: Strengthened service delivery by forging partnerships with industry leaders, such as ConnectWise, AutoTask, and providers of backups, cybersecurity, network management, and unified communications (UC) services. Selected Contributions: Streamlined customer onboarding and support delivery by overseeing up to three IT technicians, ensuring seamless integration and reliable break / fix support for non-managed services companies. Enhanced operational efficiency by preparing and administering annual budgets while mitigating risks through thorough analysis of potential investments. Partnered with major client to recover critical data and account access after previous technology consultant refused to release control, ensuring seamless continuity and system integrity. Led urgent technology deployment for a dental office relocating to a new building. Stepped in to complete network drops, Wi-Fi setup, and cable installation, overcoming construction challenges and delivering within accelerated timeline. NTT Data Services – Plano, TX | 2015 to 2017 Director, EMR Clinical Service Desk Delivery Restored underperforming SLAs for New York area customers to exceed contractual levels. Accelerated service adoption by leading customer onboarding and transition efforts, ensuring support staff consistently met Service-Level Agreements (SLAs). Strengthened sales outcomes by contributing to pre-sales activities, including RFP responses, cost model development, and crafting detailed Statements of Work (SOWs). IMPACT SNAPSHOT: Increased revenue and reduced costs by successfully managing $2.8M cost recovery P&L, including recovering $1.2M in previously lost revenue through compelling business case. Selected Contributions: Reduced transition expenses for new client onboarding by 69%, alleviating client concerns and streamlining process for adding new logos while improving client affordability by decreasing per-ticket prices by 44%. Inspired organizational alignment and positive change by empowering geographically dispersed team of 101 associates, including nine managerial-level direct reports, across multiple time zones. NTT Data Services / Dell Services – Plano, TX | 2012 to 2015 EMR Clinical Service Desk Solutions Leader Strengthened client satisfaction by managing relationships with healthcare clients utilizing NTT’s CSD service, focused on Epic EMR software. Ensured SLA compliance and service excellence by conducting monthly and quarterly business reviews, aligning delivery performance with client expectations. IMPACT SNAPSHOT: Captured $15.9M contract with California-based nonprofit acute care hospital system, as well as achieved $10.3M in new business by securing contract with voluntary nonprofit teaching hospital. Selected Contributions: Secured $17.5M contract renewal with New York-based academic medical center, expanding existing client relationship and reinforcing trust in service delivery. Won $27.2M deal with New York-based health system, defending and growing trusted partner relationship to deliver enhanced Epic EMR support. Delivered $14.5M in revenue by closing deal with Texas-based multispecialty group practice. Dell Services – Plano, TX | 2010 to 2012 Business Development Lead Delivered tailored cost models and Statements of Work (SOWs), ensuring strategic alignment and profitability in new service offerings. Enhanced customer experience by providing command center support during go-lives. IMPACT SNAPSHOT: Strengthened client relationships and secured new healthcare accounts by managing contracts, governance, and engagement with key decision-makers. Selected Contribution: Successfully drove transition efforts by partnering with transition manager to ensure seamless onboarding and service implementation for new clients. Additional experience as Account Delivery Manager, Account Infrastructure Director, and Account Network Services Manager within high-growth organizations. EDUCATION Courses toward Ph.D. in Business Administration (Organizational Leadership), Capella University, Distance Learning Master of Business Administration (MBA), University of Phoenix, Distance Learning Bachelor of Science in Information Technology, University of Phoenix, Distance Learning CERTIFICATIONS Certified Information Security Manager (CISM) AWS Certified Security – Specialty ITIL Foundation v3 Certificate in IT Service Management Perot Systems, Customer Delivery Executive | Perot Systems, Customer Executive TECHNICAL SKILLS Information Technology Infrastructure Library (ITIL) | Cloud Computing | UNIX | Neural Networks | Zero Trust Security Salesforce Customer Relationship Management (CRM) | Healthcare EMRs | Microsoft Office Suite