Lewis Williams Email & Phone Number

Tunbridge Wells, England, United Kingdom

Royal Tunbridge Wells, Kent, Uk

Key Achievements• Responsible for management of the IT Support teams in the South of the UK, across multiple offices and locations, along with ensuring a continuous service of support to the 9000 business users across all UK sites.• Ongoing analysis of incidents and requests, in order to identify opportunities for service improvement and make recommendations.• Accountable for any escalations and complicated issues, including complaints regarding service and support.• Building and driving the culture of “Customer First” within the organisation• Oversight of and reporting on key operational areas, as well as governance, risk and audit requirements and processes.• Ownership of communications relating to high profile issues, whilst managing affected stakeholders.

Royal Tunbridge Wells, Kent, Uk

Key Achievements• Responsible for IT Service Management and Delivery for AXA PPP Healthcare whilst successfully managing all aspects of service, including major incidents and change.• Taking ownership of Major Incidents and successfully liaising with support teams and the business to ensure service is restored asap. Often this has included out of hours working at unsociable hours.• Managing and reviewing all changes taking place, and frequently challenging to mitigate risk. Due to this, part of the Change Advisory Board (CAB). Managing communication to the business for planned outages caused by change and liaising with IT And Business owners.• Ongoing engagement with various projects and taskforces to ensure Service introduction is processed correctly to allow services to seamlessly integrate within our business.• Responsible for the Service Relationship between AXA PPP and Vodafone - being accountable for all delivered services and to ensure there is minimal impact to the business• Proactively identifying Capacity Management as huge gap in AXA IT and instigating reporting and analysis to mitigate serious business impact• Responsible for introducing and maintaining Business Relationship Management to help get closer to our customers.• Understanding and awareness of constant change to in-house systems from Legacy to Cloud• Delivering and reviewing end-to-end service processes and reporting• Strong Continual Service Improvement principles across all areas of the Service Management role• Being accountable and responsible for managing very high profile national charity events to ensure there was no impact to AXA’s reputation or potential loss of earnings.

Royal Tunbridge Wells, Kent, Uk

Key Achievements• Delivering extensive 1st line and 2nd Line (Deskside) support to the all AXA PPP staff, including remote workers in the UK and abroad using vast degree of knowledge• Played a pivotal role in providing support in relation to the AXA PPP Desktop Refresh• Accountable for supporting all environments of IT – telephony, mobile, software, hardware. • Incident management with excellent prioritisation, planning and communication skills. • Drove continuous improvements to the BAU support model, using exceptional analytical skills to identify key areas.

Royal Tunbridge Wells, Kent, Uk

Key Achievements• Delivered extensive support to external customers throughout their medical claims journey. • Taking ownership of members claims and being accountable for their treatment • Constant multitasking in a very demanding environment, whilst meeting all our customer needs and internal targets.• Successfully being a point of contact for complaint escalations and complex claim queries for my team and department due to extensive knowledge and communication skills.• By delivering excellent service, was ranked 2nd in the whole of Customer Service in terms of quality and responsibility.

Royal Tunbridge Wells, Kent, Uk

Key Achievements• Delivering excellent customer service and multitasking skills whilst working in a pressured environment• Successfully managing a department with an in-depth knowledge of products in order to help with queries from customers and colleagues• Effectively manage temporary staff and helping them grow by coaching and sharing my knowledge• Taking ownership of customer orders to enhance the customer’s and overall HMV experience.• Proactively increasing sales and uptake of HMV Store Cards of which I finished in the Top 3 within the South East.

Bachelor'S Degree, Computer Science

Bsc Computer Science

Education record

3 A Levels - IT, Mathematics, Physics 1 AS level - Chemistry 9 GCSE results - 1 A*, 5 A's, 2 B's and 1 C (this includes, Mathematics, IT.