Lee Turbitt
IT Facilitator
Colne,Lancs
Summary
Dedicated professional with a strong foundation in customer service expertise and a commitment to maintaining a 24/7 working attitude, ensuring no task is left unfinished. Demonstrates exceptional calmness under pressure and the ability to multitask at a high level. Utilises a wide range of tools and resources, including collaboration with experts, to efficiently complete tasks. Proven team leader and motivator, fostering a collaborative and productive work environment.
Overview
41
41
years of professional experience
6
6
years of post-secondary education
Work history
IT support manager
DEM Systems Ltd
Sheffield, North Yorkshire
2004.04 - Current
- Managed IT support for approximately 100 companies across UK, conducting site visits for sales, maintenance, and installations to ensure seamless operations.
- Provided 24/7 support to customers, ensuring assistance at all times.
- Managed complex customer issues, resulting in high-level resolution rates.
- Enhanced response times through efficient ticket management systems, incorporating customer feedback to refine processes.
- Implemented and refined support processes to streamline workflow and enhance efficiency.
- Prioritised customer satisfaction throughout tenure, fostering strong relationships and loyalty.
- Worked as a VAR for 22 years, providing solutions to customer issues by working with 3rd line engineers from manufacturers when required.
- Implemented robust data security measures, safeguarding client information integrity.
- Planned and implemented backup and replication systems, onsite and cloud
- Managed DR plans for customers
- Certified to install 3CX and Draytek systems, delivering reliable communication solutions.
- Full project management experience from designing, pricing quoting installing documenting maintaining and invoicing
- Monitored employee and customer interactions to assess quality of service.
- Leveraged IT Help Desk and 2nd Line Support background to enhance technical problem-solving capabilities.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Used various software to track support tickets and document actions.
- Promoted open feedback culture which resulted in better ideas and solutions.
Telecommunications engineering technician
HM Armed Forces
1985.09 - 2004.04
- Oversaw IPBX network for HMF Cyprus, ensuring reliable communication for 3 years.
- Managed Systems control Centre for all comms on and off Falkland Islands (12 months)
- Directed large workshops of technicians and equipment across various posts for 10 years, enhancing operational effectiveness.
- Acted as 2nd line engineer, addressing complex technical issues related to data communications and telegraph equipment for 10 years.
- Facilitated seamless communication by installing high-quality cabling and wireless systems.
- Trained junior technicians, contributing to overall team competency and technical skill development.
- Managed routine maintenance schedules on telecom systems to prevent faults.
- Performed preventative maintenance on telecom infrastructure to avoid breakdowns.
- Demonstrated consistent adherence to company protocol whilst managing sensitive data.
- Maintained accurate documentation of technical processes for future reference.
- Optimised signal strength through careful calibration of broadcasting equipment.
- Assisted in planning and execution of major system upgrades, minimising downtime.
- Improved system reliability by conducting comprehensive equipment tests post-installation.
- Liaised with vendors for procurement of top-quality telecom components, enhancing system durability.
- Managed inventory effectively to ensure ready availability of necessary parts and tools.
- Collaborated with engineers to design efficient network layouts.
- Worked with military IT security protocols
- Mastered use of diagnostic tools for identifying system faults swiftly.
Education
Higher National Diploma - Electronic Engineering
BTEC
1985.09 - 1991.06
Skills
- Technical support provision
- Technical troubleshooting
- Service level agreement understanding
- Resourceful problem solving
- Customer service expertise
- Calm multitasking under pressure
- Team leader and motivator
- Availability flexibility
- Positive attitude promotion
Affiliations
- Running
- local live music
why i'm looking to change jobs
I have only had 2 employers in my 41 year career and I've loved both of them. No two days are the same and I get satisfaction in helping people solve their problems. I have built a great rapport with our customers and they know they can call me at all hours to get a problem resolved.
12 months ago the company I work for HCS Remora were bought out by my current employer DEM Systems. They don't have a support ethos that I feel is correct for the industry that we support, as they work all hours of the day. The customers I support are not getting what they need when they need it and I see it getting worse. This is why started looking for a new job.
Timeline
IT support manager
DEM Systems Ltd
2004.04 - Current
Telecommunications engineering technician
HM Armed Forces
1985.09 - 2004.04
Higher National Diploma - Electronic Engineering
BTEC
1985.09 - 1991.06