Lee Avery

Experience

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  KRCS AppleCentre Northampton

  Jan 1988 - Jan 1994

  Apple Engineer

  Provided technical support for hardware and software for customers on behalf of an Apple Authorised Reseller and Service Provider

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  AppleCentre Birmingham

  Jun 1994 - Apr 1995

  Service Manager

  Service Manager for the Birmingham branch of an Apple authorised Solution Provider and Service ProviderEnsured the Service Department was managed with a profitManagement of 3 Service Engineers

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  Burton Distribution Plc

  Nov 1995 - Dec 1996

  IT Consultant

  Supported all internal systems consisting of AS400 servers basic internal admin PC's running windows 3.11 and 95, covering all print devices and specialised label printers and hand-held scanning stations.

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  The MSS Group

  Jan 1997 - Feb 2001

  Senior Technician / Consultant

  Setup and ran the Apple Service Department using extensive technical knowledge of equipment software and peripherals with the Technical ManagerCovered duties of Engineer, Salesman and Manager to aid company growthTechnical pre-sales support assisting the company sales force with the technical relations with largest portfolio customerImplementation of technical training courses to customer's employeesImplementation of Macintosh Technical Awareness

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  Itarus Limited

  Mar 2001 - Jan 2008

  Senior Support Manager

  • Full IT support for Digital Reprographics Company• Led team of 6 engineers ranging from hardware support personnel to web developers covering all aspects of mentoring and management with monthly training and personnel requirements reviewed. • Project Management for hardware and software including a full site relocation (100 users)• Hardware and Software install and full support for MacOsX, Windows 98 to XP and associated Microsoft Servers from 2000 to 2003 with EMC Raid systems and managing backup facilities.• Administration and support of all Network switches, firewall with ALCATEL phone system and associated cabling hands on support.• Administration and 1st line support of all Network and Security systems.• Support the implementation of ISO 9001 QMP principals within the IT Department• Full responsibility for Asset management and building of online support desk solution• Responsible for hardware and software sourcing, outsourcing and purchasing• Support for Head Office and 3 remotely based UK sites, with additional sites in Holland and Switzerland• Providing customer support for online digital Asset Management Show less

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  Work Communications

  Jan 2008 - Mar 2009

  ICT Manager

  • Technical support management for Recruitment Consultants • Servicing and managing all IT resources for 80+ users • Hardware and Software install including full support for Apple Mac, Windows and associated servers / peripherals• Administration of Hardware and Software rollouts including remote support for Apple Mac, Windows OS and associated Windows 2003 and MacOsX Servers with DLT Backup monitoring with VERITAS Backup Exec.• Full IT project management relating to hardware and software sourcing, outsourcing and purchasing decisions with responsibility for 3rd Party service vendor support.• Managing all aspects of Part Supply and Cost • Consultation with major hardware vendors• Responsible for Warranty maintenance contracts and costing• Administration and 1st line support of all Network and Communications from CISCO to HP switches and firewalls• Support and implementing all company IT company policies and introducing new service strategies techniques and mentoring to other support staff Show less

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  Accenture

  Feb 2010 - Apr 2010

  Workstation Domain Lead

  Used as a 3rd party consultant to advise the DCN ISU Team in the following fields• Industrialization of the Workstation Rebuild Process with automation and Management of Post Load Scripts• Workstation Image Management.• Advising Service Strategy and trouble-shooting methodologies• Overhauling Service Parts Distribution/Pricing• Career counselling for Domain Lead, IT Management and Workstation Team

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  Itarus Limited

  Oct 2011 - Oct 2013

  OnlineServices Fulfilment Mananger

  To support internal and external stakeholders to design, plan, schedule and configure all Online Services projects ensuring they are delivered using the most suitable solution(s) available to the required specification and budgetKey areas of responsibility: • Create and manage project specification and planning documents• Collate stakeholder and resource requirements• Agree and achieve key deliverables and milestones• Project reporting to identify and close remedial actions as necessary to ensure the original specification, company quality standards and milestones are met• Continuously monitor and evaluate the project cycle to improve future projects• Liaise with the Systems Development Director, building and maintaining excellent lines of communication to:o Report issues and agree actions to ensure projects remain on schedule and budgeto Contribute to the design of new features including user interface and product functionalityo Assist in writing and maintaining end user documentationo In collaboration with Software Quality Assurance, ensure timely progress through alpha and beta release phases ensuring all feedback is collated and any appropriate action is takeno Assist in managing the rollout of new features anticipating potential issues, managing feedback and proactively planning solutions• Liaise with Software Quality Assurance, building and maintaining excellent lines of communication to report and prioritise bug tracking• Assist / conduct ongoing internal and Client training• Consulting with software/hardware vendors to manage implementation of Asset Management, Field Service deployment, Service Support and Asset Management Processes.• Technical support when required. Show less

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  Kee IT Services

  Sept 2013 - Nov 2017

  Running a small team to fulfill a broad client base for the services of 1st to 3rd Line remote and telephone support. Covers all aspects of technologies from complex server/networking to desktop support covering multiple platforms.Key areas of responsibility: • Main contractual contact for all Clients with service delivery responsibilities to manage all Client’s expectations• Leading a team of 10 Service Engineers and 7 Helpdesk Operatives (Tier 1-3)• Manage and support all aspects of internal training, from knowledge building to deployment.• Adjusting and complimenting the current CRM systems to adjust to everyday changes in customer requirements.• Solely in charge of sourcing and deploying 24/7 support requirements for new customer contracts. Show less

  • Service Delivery Manager

    Oct 2013 - Nov 2017

  • Service Delivery Manager UK

    Sept 2013 - Nov 2017
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  Accenture

  Jul 2018 - Jul 2019

  Service Delivery Operations Associate Manager

  Covering a client’s US/Canada region in delivery high grade service delivery expectations for a complex client infrastructure.• First call for all global major incidents while on shift irrelevant of location, to assign and communicate concise decisions to all client leads to asses issues.• Mentor technical towers.• Provide input into developing and modifying systems to meet client needs. • Facilitate regular meetings with client to gather and document requirements and explore potential solutions with 3rd party companies.• Drive Change Management & Service Introduction for the business to ensure proper adoption of the change being implemented.• Drive RCA investigations to ensure timely resolution and proper communication to cause and resolution.• Assist in any automation processes and identify cost saving solutions. Show less

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  Essilor Shared Services Philippines Inc.

  Oct 2019 - Mar 2020

  Information Technology Infrastructure Manager

  Looking after the European team based in Manila managing engineers composed of generalists and specialists in Infrastructure comprising of server, network, backup-storage and cloud solutions.Attributing to the career development of every team member in all technical aspects but always looking at improving team via constant recruitment.Dealing with the constant change of customer requirements and developing processes to counter act any procedural failures via proactive problem management.Developing and contributing to improve client set SLA’s through assessing development plans for action planning. Show less

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  Kee IT Services

  Aug 2021 - Apr 2024

  Help Desk Team Lead
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  Fli-Fi Ltd

  May 2024 - now

  Support Engineer