Lee Williamson
Nottingham,Nottinghamshire
Summary
Accomplished IT Professional experienced in service desk management, technical support, and AWS administration. Achieved system optimisation and effective user administration through expertise in Azure AD, Office 365 Management, and Microsoft Exchange, while contributing to ISO27001 audit preparation via Windows server administration and security patching. Focused on advancing IT infrastructure capabilities and enhancing customer satisfaction through strong leadership and conflict resolution skills.
Overview
25
25
years of professional experience
1
1
Certification
Work history
Head of Customer Support
EkkoSense
2024.01 - 2026.03
- Senior leader responsible for the global customer support function for an AI-driven, enterprise SaaS platform supporting mission-critical data centre environments. Lead and scale multi-location support teams, own customer escalations, SLAs, and service performance, and act as the primary interface between customers, engineering, and product. Drive operational excellence, continuous service improvement, and customer satisfaction while providing clear, data-driven reporting to senior leadership.
- Maintained high service standards through a structured monitoring system.
- Oversaw daily operations, guaranteeing seamless customer experience.
- Facilitated weekly meetings for improved team performance and motivation.
- Handled escalated complaints, resulting in satisfied repeat customers.
- Led training programmes to improve staff product knowledge.
- Fostered a positive work environment encouraging teamwork and cooperation.
- Pioneered new approaches to problem-solving that increased efficiency.
IT Support Manager Logistics & Distribution
JD Sports and Fashion PLC
2023.01 - 2024.01
- Manage the technical requirement across multiple Distribution centres in the UK and Europe. As the Derby Distribution Centre was a start-up, I spent a lot of time with the onsite technical teams and third-party contractors implementing the projects requirements. I also managed the onsite team in Derby. I handled recruiting and created all training packages and documentation for the Site. I implemented the service desk teams SLA’s and asset management procedures. As the site deals with high levels of customer orders and requests, it was vital I created a robust set of SLAs and KPIs to enable us to keep pace with the requirements and accurately report progress and recurring issues to stakeholders and the wider business.
- Oversaw service desk operations, ensuring alignment with operational goals and customer needs
- Technical Advisor to project teams
- Monitored and maintained SLAs across multiple distribution centres to ensure service quality and accountability
- Facilitated integration of automation systems to streamline operational processes across departments.
- Coordinated hardware rollout for new equipment installation across multiple sites.
- Led software implementation projects to enhance operational capabilities and improve user experience.
- Supervised team members to optimise performance and foster a collaborative work environment.
- Oversaw improvement management processes to identify and implement best practices within operations.
- Led distribution centre start-up activities to establish operational readiness and efficiency.
- Monitor and report service levels to clients
- Compiled reports and provided weekly updates to clients, enhancing transparency and communication
- Acted as liaison for service users to address concerns and improve communication.
- Developed service reports to provide insights into performance and identify areas for improvement.
- Managed incident response processes to ensure timely resolution and minimise disruption.
- Azure and exchange Administration
Service Desk Manager
C&C Technology and Consulting Limited
2021.01 - 2023.01
- Management of the service desk and technical team which works with multiple clients across different requirements and SLAs. I create weekly and monthly reports for our clients, I hold weekly meetings with them to ensure we are providing the best service. In this role I designed and created a call centre to service multiple clients, all with different requirements and requests. I also manage the day to day running of IT services within C&C from user administration, security audits and asset tracking. In the role of technical manager, I advise internal teams of the technical options they have, to ensure they complete projects on time and to budget with a focus on adequate scalability for future upgrades. This also includes creating documentation to enable clients to operate and maintain the systems once they are handed back into BAU.
- Managed service desk operations to ensure efficient support for client inquiries.
- Advised project teams on technical solutions to meet project goals.
- Monitored and maintained SLAs for multiple companies to ensure compliance and service quality.
- Monitor and report stock levels to clients
- Compiled reports and provided weekly updates to clients on service performance and project status.
- Call Centre Implementation and Management
- Acted as liaison between service users and technical teams to improve communication.
- Service report creation
- Oversaw data management processes to maintain data integrity and availability.
- Azure and exchange Administration
Snr. Network Analyst
TELSTRA HEALTH (DR FOSTER)
2019.01 - 2021.01
- In this role I managed the service desk, ensuring requests were triaged and allocated to the right department. I ensured tickets were completed within the required SLA. Generating weekly and Monthly reports to track performance and patterns which may benefit from a procedural improvement or review. Created and maintained a service catalogue, where users could select the problem or request, with all required information added through service desk to complete the ticket, this improved resolution times greatly. I also worked closely with the Information Governance team create documentation to assist technicians with best practices and to ensure all our processes are compliant with iso27001.
- Service desk management
- Monitor and report on Service desk request SLA
- Upgrade and maintain Service Desk Software and request formatting
- Maintaining ISO27001 Standards through process and documentation
- Maintaining users access control and security through AD and Azure AD
- Conduct Vulnerability patching on Servers and end user devices
- Maintain Microsoft Exchange and office 365 access and permissions
- Data Centre Administration
- Service user liaison
Information Systems Technician
170 Engineers Group Royal Engineers
2009.01 - 2019.01
- Maintain a fleet of over 1000 IT assets at multiple sites across the UK and abroad. Implement Security and encryption patches to all assets in a timely manner. Create and maintain user accounts for over 900 users over multiple restricted and secret systems. Repair broken and damaged devices and return them back to the user. Maintain conference room IT systems and VTC facilities. Build and maintain servers and data centres and prevent the loss of Government data. Deal with Service users’ questions and requests in a polite and professional manner.
- Designed, sourced, and built a Secure deployable office suite. Which consisted of laptops with custom encrypted windows builds. Encrypted NAS storage deployable printer and 4G capabilities and secure networking. I also created a training package which I have been teaching the Users how to use the new system.
Information systems technician
Royal Engineers Communication
2001.01 - 2009.01
- Served as Information Systems Technician, accounting for, maintaining, operating, and training other users on multi-million-pound equipment.
- Install and operate Digital data radio and satellite systems
- Establish high frequency Encrypted voice networks e.g., Iraq to UK.
- Create and monitor real time vehicle tracking and data transfer.
- Trained users on radio and data transmission equipment, enhancing operational knowledge.
- Maintained communication systems across multiple platforms.
Skills
- Service desk management
- Technical Support Management
- AWS administration
- Azure AD
- EntraID
- Microsoft Exchange
- AWS Connect administration
- Windows server Administrator
- Windows 10/11 installation and image building
- ISO27001 audit preparation
- ISSP (Information Systems Security Professional)
- Asset Management
- Network Management
- Hardware implementation
- Service deployment
- Warehouse management
- Cybersecurity principles
- Staff mentoring and training
- ITIL proficiency
- Risk assessment capabilities
- IT governance
Websites
Certification
- Information Systems Security Global Knowledge 2017 CISSP
- Global Knowledge 2012 Windows 10 Deployment and Maintenance Microsoft Server 2012
- Microsoft Share Point Administrator Server 2012 Deployment and Maintenance Share Point Administrator
Timeline
Head of Customer Support
EkkoSense
2024.01 - 2026.03
IT Support Manager Logistics & Distribution
JD Sports and Fashion PLC
2023.01 - 2024.01
Service Desk Manager
C&C Technology and Consulting Limited
2021.01 - 2023.01
Snr. Network Analyst
TELSTRA HEALTH (DR FOSTER)
2019.01 - 2021.01
Information Systems Technician
170 Engineers Group Royal Engineers
2009.01 - 2019.01
Information systems technician
Royal Engineers Communication
2001.01 - 2009.01