Andy Lewis

Practical and solutions-driven IT Support Engineer with a strong background in diagnosing and resolving hardware, software, and network issues. Known for a calm and patient approach to troubleshooting, ensuring seamless user support and minimal downtime. Skilled at simplifying complex technical concepts for clear communication with users. Experienced in managing IT infrastructure, deploying hardware, and delivering user training to enhance efficiency. Committed to providing reliable, business-focused solutions that improve system performance and operational workflows. Passionate about continuous learning and exploring emerging technologies to drive innovation in business processes.

ICT Digital Transformation Officer
Cairn Housing Association | Nov 2021 - Current
In my role at Cairn I oversee all aspects of IT Hardware, Software, and Software as
a Service (SaaS) services including managing and administering Office 365 and
Azure platforms. I deliver both remote and onsite technical support, while also
supporting field-based operatives. From a technical perspective, my department
and I manage all hardware and software related tasks in-house including
configuration, installation, maintenance, troubleshooting, and repairs. We are also
responsible for procuring and sourcing new hardware, software, and web services
to meet the evolving needs of the business. Within our department we take an
Information Technology Infrastructure Library (ITIL) framework approach to
managing our IT services, ensuring we follow best practices to enhance service
delivery, improve efficiency, and align with business needs. To meet the needs of
our business our Service Desk works within SLA's to respond and resolve issues
as quickly as we can and to always keep the end user updated until resolution.
Problem management plays a significant role in my job, as I work to analyse root
causes, implement solutions, and ensure long-term resolutions to enhance system
stability and reduce disruptions. I am responsible for performing General Data
Protection Regulation (GDPR) audits within the business, reviewing data handling
practices, identifying potential compliance gaps, and recommending improvements
to ensure we meet all regulatory requirements. Security plays a pivotal role in my
responsibilities, ensuring the protection and compliance of systems and data within
my scope of work. I utilise Microsoft Intune for device management, enforcing
security policies, and providing seamless remote management of mobile, tablet
and desktop devices within the organisation. I play a key role in Cairn's disaster
recovery and business continuity efforts, ensuring we have comprehensive
strategies and plans in place to mitigate risks and maintain operational resilience
during disruptions. When required I collaborate with external third parties and
suppliers to ensure the seamless delivery of SaaS and Infrastructure as a Service
(IaaS) services for the business.

Below is the key projects I have lead and driven digital transformation over the last
3 years.

• Delivering a Service Desk ticketing system for the ICT Department
• Implementing an ICT Knowledgebase
• Cyber Security Training programme for Cairn staff and a monthly simulated
  phishing campaign with remedial training
• New laptop, tablet and mobile hardware refresh and deployment for the business
• Migration of on-prem file shares to SharePoint

I am currently leading the development and implementation of our Teams and
SharePoint collaboration project, focusing on driving user adoption to ensure
successful deployment and ongoing engagement to ensure the platforms are
effectively utilised and deliver maximum value to Cairn.

Senior Technical Support Engineer/Team Leader
MacGregor Industrial Supplies Ltd | Jun 2004 - Nov 2021
As a Technical Team Leader for a team of four, I oversaw the support and
maintenance of all IT equipment across the organisation, including servers, pc's,
printers, routers, switches, pbx, cctv, access control systems, pda's, and mobile
phones. I coordinated the team's workload, lead on technical projects, and played
an integral role in decision-making processes that shaped the direction of our IT
department. Additionally, I had responsibility for managing our multiple satellite branches
connected via VPN. In line with the company's expansion, I was actively involved
in the procurement of IT equipment and oversaw the setup, cabling infrastructure,
configuration, and deployment for new business acquisitions or new build sites. I
also handled the user domain setup, Exchange mailbox configuration, and support
for Office 365 applications. Furthermore, I was heavily involved in the IT disaster
recovery processes, ensuring continuity and resilience across the business.

• ITIL 4 Foundation Certificate In IT • Service Management
• PRINCE2 Agile Foundation Certificate In Agile Project Management
• QA Microsoft Power BI For Business Users
• QA Microsoft SharePoint Online Master Class