Brett Lewis
Ottery St Mary,Devon
Summary
Highly motivated and hardworking individual who has a good combination of technical understanding and knowledge compiled with a business acumen and strong verbal and written communication skills. I pride myself on being a strong leader to help drive the successful completion of tasks whilst building effective working relationships. I come equipped with an analytical mindset which enables me to define a problem and develop solutions suited to the problem. I am continuously developing; at present I am looking at studying for a BSc (Honours) Computing & IT and Business. I have worked in the defence Industry, Customer Service, Facilities Support I am endlessly looking to develop on a personal and professional level.
Overview
25
25
years of professional experience
Work history
IT Service Desk Engineer
LiveWest
05.2024 - 03.2026
- To act as 1st line support for the IT Service Delivery & Operations function of the business.
- Triage tickets as users raise them.
- Understand and diagnose the problems raised by users.
- Find resolution to issues raised by users.
- Exceed user experience and expectations via offering a highly professional customer service.
- Offering support with experience in the following:
- Darktrace
- FreshService – IT Service Management Support Application
- Managing Inventory management application
- Ensuring Asset Details are updated.
- Ensure IT Support tickets are dealt within SLAs.
- Use and experience with Exchange Admin Centre – Mailbox Management
- Experience in Microsoft Intune – Deployment of applications to devices using Android, IOS & windows.
- Creating report documents for monthly stats
- Fully experienced in support for M365 office including Teams
- Support for applications such as iTrent, Nitro
- Support to users via remote tools such as SOTI & TeamViewer
HR Systems and Process Technician / People Services Technician
South West Water
01.2017 - 03.2024
- To act as the designated Technician for the HR Department (for the Pennon Group and Payroll), supporting the HR Systems and Process Consultant on technically related HR and payroll projects to ensure that the team meets its business plans and legislative requirements.
- To provide high level technical support to all HR and payroll processes and systems using Oracle Human Resource Management System (HRMS) and other management systems such as C-Series and ODEX.
- This role will also act as a point of contact for all technical HR queries, liaising with Information Services (IS) and external third-party support where necessary.
- To provide detailed analysis and summary of HR/Payroll related data as and when required by the HR Systems and Process Consultant and the wider HR Management Team.
- Extraction of data to create and update dashboards that will be used for reporting requirements for the business.
- Key roles and responsibilities:
- Technical support
- To provide support and guidance to HR and Self-Service system users as necessary, including handling queries on data held within Oracle, resolving issues raised and training users on functions within the system.
- Administration and support of the online appraisal system including, set up of annual appraisal plan and questionnaire, training users on navigation and use of the system, support for the HR team and second line support for user queries.
- Support the payroll team with technical queries/issues as and when they arise. These may include the following areas (but are not limited to these) - Real Time Information (RTI), Auto Enrolment, Statutory payments & payroll processes around the company pension scheme.
- Coordinate update requirements for HR systems when identified within the business.
- Liaise and coordinate with first party and 3rd party support when dealing with issues.
- Escalating technical issues to designated points of contacts, liaising and coordinating with 1st party and 3rd party support when dealing with issues.
- Reporting/Analysis
- Periodic auditing on use of Oracle HRMS including Quarterly review of Self-Service access and quarterly review of higher level HRMS access to ensure access is still Required/fit for purpose.
- As required, ad-hoc reporting for HR, Payroll and the wider business as requested.
- Data analysis and summary of data as required by the HR Management Team.
- Support the HR Systems and Process Consultant as required on project/strategic work or related tasks
Contracts & Helpdesk Administrator
WorkPlace Solutions (based at EDF Energy)
02.2010 - 11.2016
- Within my role I monitor performance of contractors against KPI’s for soft services, liaise with internal stakeholders to resolve service issues.
- Allocate work orders raised through the Property Services Helpdesk to the correct contractor and ensure that the customer is informed at all levels with regards to progress or delays.
- Create reports to send out to contractors and for stakeholders to ensure a sufficient service is being delivered.
- Ensure the database is up to date with the correct contractor details and to asset details are recorded and correct.
- Arrange bookings for meetings and events.
- Also create and maintain procedures to assist my team in workplace strategies.
- I also offered IT Support for the Property Services Helpdesk team.
- I also managed some internal communications in the form of monthly building news.
- I was responsible for the formatting and distribution, via email and company intranet.
- Also, via building information location points.
Single Source Maintenance Manager & IT Networks Facilitator
Met Office
09.2007 - 11.2009
- To manage the IT single source maintenance contract & facilitate the IT Networks services.
- My role was to manage the IT Single Source Maintenance (SSM) contractor who was tasked with maintaining all IT Equipment, from basic desktop PCs to a Main Server.
- The task involved meeting with the contract team leader and going through any issues that may have arisen from any issues raised the previous day.
- Also, as IT Networks Facilitator I managed the WAN & LAN contractor, again checking workloads, meeting with the contract team leader, and going through any issues that may have arose also planning for work ahead.
- Ensure that the CAFM Database was updated, and all entries properly entered for issue and recorded.
System Support & Team Co-ordinator
Met Office
09.2005 - 09.2007
- Support various PC based military & civilian systems.
- Offering 2nd and 3rd line support, I am experienced in using remote access software to access & support PC systems both in the UK & around the world.
- Various tasks would include, installing software, diagnose & repair systems also to assist users in how to find and operate some applications.
- I also would maintain the fault log by assigning work to various co-workers, chasing them for updates and in some cases assisting them.
- Ensure that the IT Network Systems Database was updated, and all entries properly recorded.
- I also became a public & corporate officer, this involved creating bespoke presentations for each group, which followed by Q&A’s and a tour around the Met Office headquarters in Exeter.
Helpdesk Advisor
Met Office
09.2003 - 09.2005
- First line support for IT enquiries & general customer assistance.
- My role included giving 1st line support to Desktop PC users, which would include some software support.
- Also assisting customers on various topics from PC support to data retrieval.
- Customers both internal & external would be from anywhere around the world not just UK based.
- Ensure correct details were recorded into the database for any further action required by any other support team.
Call Centre Floor Manager / Account Manager
Met Office
01.2001 - 09.2003
- Call centre adviser, taking calls with regards lead generation to services and information that are supplied by the Met Office.
- Account Manager Follow up on leads from the Customer Centre Advisors from companies looking for services and data.
Education
Secondary School - English Language, English Literature, English Oral, Religious Education, Maths, Art & Design, Information in Business Studies
Easthampstead Park
Bracknell, BerkshireSkills
- PROFESSIONAL & COMPETENT IT USER
- ADAPTATION SKILLS
- TEAM PLAYER
- PROACTIVE WITH A CAN DO ATTITUDE
- EFFECTIVE WORKING RELATIONSHIPS
- STRONG COMMUNICATION SKILLS
- DIAGNOSTIC & TROUBLESHOOTING SKILLS
- COLLEAGUE SUPPORT
- REMOTE SUPPORT PROFICIENCY
- HARDWARE INSTALLATION AND MAINTENANCE
- MOBILE DEVICE MANAGEMENT
- HARDWARE INSTALLATION
- TECHNICAL DOCUENTATION
- 2ND LINE SUPPORT
Professional Development
- FIRST AID AT WORK
- ACAS EMPLOYEE SUPPORT
- MS OFFICE 2003, 2007 & M365
- MS TEAMS
- ADOBE & MACROMEDIA
- BRITISH COMPUTER SOCIETY MEMBER
- HEALTH & SAFETY AWARENESS
- MS EXCEL LEVELS 1, 2 & 3
- MS SHAREPOINT - BUILD & SUPPORT
- ADOBE CREATIVE CLOUD
Custom Section
- Associate member of the British Computing Society (AMBCS)
- ITIL accredited
- Volunteered to support local community by standing for election on local Town Council, became Deputy Mayor for over three years and then 6 months as Mayor.
- Enjoy a variety of hobbies, such as computing, hillside walking, website design, rugby, camping holidays, cooking, boating & model making.
Personal Information
Gender: Mr
References
References available upon request.
Timeline
IT Service Desk Engineer
LiveWest
05.2024 - 03.2026
HR Systems and Process Technician / People Services Technician
South West Water
01.2017 - 03.2024
Contracts & Helpdesk Administrator
WorkPlace Solutions (based at EDF Energy)
02.2010 - 11.2016
Single Source Maintenance Manager & IT Networks Facilitator
Met Office
09.2007 - 11.2009
System Support & Team Co-ordinator
Met Office
09.2005 - 09.2007
Helpdesk Advisor
Met Office
09.2003 - 09.2005
Call Centre Floor Manager / Account Manager
Met Office
01.2001 - 09.2003
Secondary School - English Language, English Literature, English Oral, Religious Education, Maths, Art & Design, Information in Business Studies
Easthampstead Park