Gary Lewis Email and Phone Number

Reported to Chief Financial Officer and lead the Corporate Services Technology Team. Fostered a positive team culture through authentic leadership and key principles. Main function of this role is to manage IT Operations. This includes being responsible for overseeing service delivery, management and over-site for a diverse set of systems and platforms that support internal IT applications and services. Simultaneously leading the planning and delivery of new solutions, business projects and improvements, centered on Microsoft technologies.

Shared responsibility of leading a team of over 20 engineers who were spread across different geographical locations. We were responsible for Cloud Services, Infrastructure, Networking, Security, SQL, Applications and End-user Computing for all the Managed Services customers.On a day-to-day basis I was responsible for the following:• Management of staff including; Workload management, Approvals, Point of escalation, Strategy\Direction, Initiatives, Performance Management, Mentoring and Coaching.• Weekly and monthly operational reporting for internal management and customers.• Solving complex problems for customers and offering valuable technological advice.• Major Incident Management• Solution estimates, Contracts and Service Level Agreement creation.• Management of 3rd party hosted Data Centres which includes vendor management, capacity, cost reductions and contract reviews.• Providing capacity management across the breadth of Intergen Cloud Services to ensure that IT resources are right sized to meet current and future business requirements.• Upholding high security conscience and best practice throughout the team to ensure environments are secure and safeguarded from any vulnerabilities• Incident, Capacity, Disaster Recovery and Operations Management• Forecasting for future technology changes and the impacts this will have to Intergen and its clients• Continuous design, documentation and improvement of key business processes• Ensuring the ITIL framework is followed with regards to change, release, incident and problem management

Main responsibilities were to - Liaise with the in-house team to ensure customers’ needs were handled effectively and that monitoring and reporting on service delivery metrics adhered to contractual commitments. It was my responsibility to ensure successful delivery and high client satisfaction.With this being a medium sized business, I was also required to perform roles such as: Service Delivery Manager, Manage Service Desk Operations, Incident Management, and was heavily involved with pre-sales across several strategic accounts. During this time I was focused on Customer Outcomes and always did whatever it took to ensure that commitments were met. As well as this, I created standardized procedures for business and was primarily responsible for project planning, resourcing and scheduling. Was also a key member of the Senior Enterprise Leaders strategy group.Environment\Purpose:- Key member of a 'Delivery Team' that is focused on the customer and getting the best possible outcome for everyone.- Liaise with in-house team to ensure customers needs are handled effectively- Monitoring and reporting on service delivery metrics and overall performance- Coordinate planned changes with clients- Ensure successful delivery and high client satisfaction- Project planning, resourcing and scheduling- Create standardised procedures for business- Communicate thoroughly around issues and opportunities- Provide insight into developing solutions for infrastructure changes in IT services- Contribute to the establishment and use of industry best practices in IT service change management.

• Manage the investigation and resolution of any high severity incidents through setting up Technical Phone Bridges and engaging with Technical Support teams• Communication: Ensure all stakeholders, Embedded Risk Managers are regularly updated on progress until resolution/restoration of service.• Attend Technology Post Incident Reviews (TPIR’s) to discuss the events, if root cause was determined and follow up actions to minimise the likelihood of a reoccurrence.

Reporting to the Technology Support and Infrastructure Manager, my role was not limited to managing a team of thirteen but also the bank’s Infrastructure including Data Centre’s, disaster recover, servers, virtualization layer (VMWare), Foundation Microsoft products (AD, DHCP, DNS, DFS, Failover Clusters etc), storage (HP 3Par and IBM DS), SharePoint. Main priority was to coach and lead his team to success, not just as an individual but also as a team. He is a strong believer in developing people’s skills to enhance their careers in order to provide a cohesive and inclusive team environment.Environment\Purpose: • Lead and enable the Wintel Services Team (12 FTE), mentoring for career succession planning• ITIL practices and principles involving Incident Management, Problem Management and Change, Configuration & Release Management theories.• Problem-solving and troubleshooting – Identifies issues and generates practical solutions based upon theoretical IT knowledge. • Ability to plan and organise resources to achieve success. • Building relationships with customers, business partners and project teams.• Assisting to manage large projects and work requests and resource management of people involved.• Capacity management and planning of the Wintel environments• Budgeting responsibilities • People tasks (Performance reviews, annual salary reviews, recruitment, training and individual development plans) including performance management• Ensure best practice across the team and creating process and procedures where appropriate• Set and develop service level agreements with technology, the business units and channel managers.• Management of technology within the infrastructure and assisting with the budgeting, licensing and purchasing of new hardware and ongoing asset management.• Time management of staff and myselfContinuous improvement Kaizen initiatives within the team, managing them and engaging other teams to assist us be successful.

• Focus on the design and maintenance of hardware, software and infrastructure to ensure that the Technology Operating environment runs efficiently.• Input to the Design Services team with respect to architectural and design policies and standards.• Support VMWare, Windows Server 2000, 2003, 2008, NT, Citrix, Active Directory, Group Policy’s, EPO, BMC Portal, Cluster Administrator, EVA SAN Management, DFS, SharePoint.• Primary support for SNA (Systems Network Architecture) • Veritas Netbackup • Project work relating to Service Delivery aspects of business requests for solutions, work requests and/or MAC’s• Data Centre Management• Capacity Planning\Management• On call after hours support.