Lee Kane

(TUPE from Afterguard LTD to Vodafone Three)

Created and delivered technical training programs at Vodafone Business IT Managed Services, utilising in-person and digital delivery. Designed structured learning paths, managed a central LMS, and conducted skill gap analyses to upskill franchisees and internal staff.
Supported pre- and post-sales technical activities, led customer-facing audits, and delivered Level 2/3 Service Desk support. Maintained documentation & knowledge-based articles to enable consistent service and knowledge sharing.

Skillls

• Technical training design, delivery, and governance (including digital and in-person formats)
• Learning management system (LMS) creation, administration and knowledge repository management
• Stakeholder engagement and needs assessment for skills gap analysis
• Pre-sales and post-sales technical support, including solution qualification and documentation
• Customer-facing technical engagements (network discovery, audits, onboarding)
• Level 2/3 Service Desk technical support and incident resolution
• Development and delivery of training materials, workshops, and e-learning solutions
• Continuous improvement, performance analysis, and reporting on training outcomes
• Developed long-term training strategies for new and existing employees across multiple departments.
• Used strategic data analysis and reporting to monitor and enhance learning programme efficacy.
• Established key performance indicators to measure training outcomes and assess return on investment.
• Designed and delivered bespoke training programmes tailored to meet organisational needs and objectives.

• Played a key role within Afterguard in enabling the Vodafone IT Hubs franchise model through technical onboarding, platform configuration, and operational guidance to franchise partners.
• Created and delivered structured franchisee training programmes, both in-person and converted into scalable digital delivery formats, covering several SaaS products (human risk management, end point protection, BCDR, email security) and core MSP platforms including Microsoft 365, RMM, and ITSM tools to ensure consistent capability across the network.
• Supported franchise onboarding activities including environment setup, security baselining, monitoring integration, and service readiness validation.
• Contributed to the development and standardisation of scalable service processes to ensure operational consistency across all franchise locations.
• Picked up additional tasks to aid team success.
• Trained and mentored employees to maximise team performance.

• Supporting Program Director on company closure.
• Tracking all post cessation activities pertinent to field engineering
• Working with HR on post-redundancy questions and issues from the team.
• Closure and archiving/ deletion of sensitive customer documentation.
• Secure destruction of customer-owned data.
• Closure and transfer of accreditation and support accounts for TUPE staff.
• Minimising revenue loss during cessation.
• Inventory recovery.

• Managing 128 field/ onsite engineers plus contractors across the UK and Ireland, ensuring consistent on-time delivery through effective resource planning, KPI management, and operational oversight.
• Led recruitment, performance management, and staff development, while administering workforce logistics including rotas, expenses, and compliance with GDPR.
• Drove continuous improvement by implementing process, technology, and workforce optimisation initiatives, reducing operational costs and increasing efficiency.
• Produced high-quality technical documentation, reporting, and communications to support business operations.
• Successfully delivered complex technical projects for clients including Lockheed Martin, Northrop Grumman, NHS, and Scottish Water, maintaining strict cost, quality, and timeline controls.
• Directed multidisciplinary teams, proactively managing risks and resolving bottlenecks to ensure successful outcomes.
• Designed and implemented a centralised Microsoft Teams “One-Stop-Shop” support platform for a UK-wide engineering workforce, improving access to documentation, training, and communications.
• Led P2PE compliance initiatives for major retail clients and scaled operations during COVID-19 to maintain SLA performance across critical sectors.
• Developed and embedded standardised processes adopted organisation-wide.

• Led and managed the entire field engineering workforce, providing full operational oversight including resource planning, capability management, and out-of-hours rota coordination.
• Directed end-to-end recruitment, interviewing, and offboarding processes, ensuring a high-performing and scalable engineering function.
• Owned workforce governance including skills matrix development, training and professional development, and performance enablement.
• Produced and distributed key management information to support strategic decision-making.
• Resolved major escalations and coordinated cross-departmental activity, including inter-company charge management, ensuring effective operational alignment and service delivery across the organisation.
• Collaborated with cross-functional departments to ensure effective service delivery and operational alignment.
• Investigated operational issues, producing detailed root cause analyses and recommending corrective actions.
• Managed resources to meet administrative and operational demands within budget, quality, and schedule constraints.

Role

• Hardware break fix - server, storage, software, networks & retail EPOS.
• Configuring/ testing of hardware and software pre/ post installations.
• Working out of hours.
• Site backfill for multiple sites (BBC, BP, SKY etc)
• Providing support to users/ colleagues.
• Adhering to company policies, procedures and health & safety.
• Call closure and parts return.
• Training and exams for accreditation.

ACCREDITATIONS

• HP ESS ProLiant ML/DL/SL.
• HP ‘P’ Class & ‘C’ Class Blades.
• HP PSG Desktop/ Laptop.
• HP Imaging & Printing Solutions (multiples)
• HP IPG Printers HP Design-jet.
• HP Storage works.
• IBM Lenovo & Toshiba desktop/ notebook/ tablet
• Microsoft Certified Professional (MCP)