Lewis Purdy
843-338-6105 | lewis.purdy@me.com | LinkedIn
PROFESSIONAL SUMMARY
Seasoned IT professional with extensive experience in technical operations, incident management, and IT infrastructure support. Adept at leading teams, optimizing workflows, and implementing future-proof solutions that align with business goals. Proven ability to streamline IT operations, manage cross-functional projects, and enhance user support efficiency.
EXPERIENCE
Audacy, Inc. – Chicago, IL (Remote)
Manager, Digital Technical Operations & Support | Apr 2022 – Mar 2025
- Led an offshore team of 10+ agents, improving listener support efficiency
- Streamlined bug reporting and escalation procedures, reducing resolution time
- Managed incident response using PagerDuty, integrating real-time communication via Slack.
- Delivered L1/L2 support through Zendesk with JIRA escalations, increasing issue resolution rates.
- Utilized DataDog dashboards for proactive issue tracking and trend analysis.
Closet Works – Elmhurst, IL
System Administrator | Mar 2022 – Apr 2022
- Managed full server stack maintenance, ensuring system stability and uptime.
- Oversaw ZyWall firewall operations, strengthening network security.
- Administered UniFi network stack, optimizing connectivity and reducing downtime.
- Implemented Jamf MDM for device management, improving patch deployment efficiency.
- Aligned network security measures with SOC2 compliance standards.
Studio Gang – Chicago, IL
Systems Coordinator | Jul 2021 – Oct 2021
- Managed Azure AD integration, enhancing user provisioning and security protocols.
- Administered server stacks, optimizing IT infrastructure performance.
IT Support Specialist | Apr 2018 – Oct 2021
- Provided technical support for 150+ employees across four locations.
- Implemented DATTO RMM and deployment scripts, improving IT asset management.
- Migrated conferencing systems to GoToMeeting, enhancing meeting reliability.
- Managed Digium Phone PBX operations, improving call uptime and reliability.
National Restaurant Association – Chicago, IL
Desktop Engineer II | May 2017 – Apr 2018
- Provided T1-T3 IT support for 200+ employees, ensuring seamless technology operations.
- Led a company-wide PC upgrade project, enhancing productivity and security.
- Maintained Active Directory and SCCM for efficient user and device management.
Critical Mass – Chicago, IL
Technical Support Analyst | May 2015 – May 2017
Imagination Publishing – Chicago, IL
Junior IT Administrator | Jun 2014 – May 2015
Geek Squad – Various Locations
Multiple Positions | Apr 2006 – Jun 2014
EDUCATION
Oakton Community College
Associate of Arts (AA), Anthropology | Jan 2020 – Dec 2022
TECHNICAL SKILLS
- IT Infrastructure & Operations: Server Management, Network Connectivity, Active Directory, SCCM, Azure AD, Cloud Computing (Azure, AWS)
- Device & Endpoint Management: Jamf MDM, UniFi Network, Endpoint Patch Management, Raspberry Pi Integration
- Security & Compliance: Firewall Management, Zero-Trust Security, SOC2 Compliance, Risk Management, Incident Response
- Collaboration & Technical Support: Zendesk Support, PagerDuty, JIRA, Confluence, DataDog Monitoring
- Project & Incident Management: ITIL Framework, Change Management, Root Cause Analysis
Additional Skills
- Experience with cross-functional collaboration between IT, engineering, and business teams.
- Passionate about optimizing IT operations and implementing cutting-edge technologies.