Derek Lewis

Following the successful acquisition by inTEC Business, an eight month hand-over period was completed to allow a transition of the business to the management and operational teams within inTEC while protecting the client base and ultimately guaranteeing ongoing recurring revenue.

• Developed training plans to ensure fluid integration between several disparate operational platforms
• Created and optimized records management to coordinate and migrate billing data from bespoke CRM/Billing engine to Inform's Eclipse billing platform
• Gathered, documented and modeled Customer data to allow migration from bespoke CRM to Connectwise
• Produced detailed and relevant reports for use in making ongoing business decisions
• Continual relationship management

Operational Experience

• Performed statistical analyses to gather data for operational and forecast needs.
• Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
• Introduced new methods, practices and systems to reduce turnaround time.
• Evaluated suppliers to maintain cost controls and improve operations.
• Monitored and coordinated workflows to optimize resources.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Built loyal account base and long-term business relationships with SME accounts.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Interacted well with customers to build connections and nurture relationships with most clients being retained for over up to 15 years.
• Negotiated price and service with stakeholders to decrease expenditure and increase GP to 45%
• Oversaw business-wide changes to modernize procedures and organization.
• Client relationship and account management
• Supplier management
• Implemented integrated "e-signing" solution increasing order completions and reducing contract time-to-sign.
• Procured online proposal generator allowing full visibility of customer journey

Technical Experience

Designed and produced full-stack bespoke CRM including;

• Full supplier API integrations
• Inbuilt helpdesk/tasking system
• Innovative bespoke finance management including billing and call rating engine which incorporated supplier invoice verification reducing revenue leakage
• Bespoke 3CX PBX rapid deployment tool into cloud providers (AWS/IONIS) (PBX deployed in under 5 minutes irrespective of size)
• Customer interface for account management, bill analysis, overseeing of support cases
• 13 years technical and administrative experience of 3CX with highest achievable, "Advanced" certification gained.
• 22 years experience of data connectivity, fixed line and UC
• Responsible for RIPE management of 8192 IP addresses and latterly, negotiations to sell this asset ultimately to Global Tier-1 carrier.
• Manager of an infrastructure of over 50 servers of MySQL, web servers, RADIUS, DNS, FTP, Email & Cloud hosted PBXs
• Accountable for all inbound/outbound email systems for over 2,000 mailboxes including implementation of redundancy and security systems.
• Lead support for 2,500 fixed and mobile services, 900 data circuits and over 800 UC seats

• Worked on various roll-out and audit projects for blue chip companies including Prudential and Standard Life.
• Investigated system issues and implemented resolutions to reduce downtime.
• Installed system updates to address vulnerabilities and reduce security issues.
• Developed technical requirement documentation for new software products.

• Participated in continuous improvement engaging in problem-solving activities to support teamwork.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Collaborated with team members to achieve target results.