James Broadhurst

Experience

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  Edge Computer Systems (formerly Micronet)

  Oct 1987 - Mar 1989

  Technical Support

  Involved in the installation and configuration of hardware and peripherals in the Apricot and Altos ranges of equipment and cabling.Installation of MSDOS, XENIX and Unix operating systems.Fault finding using software / hardware diagnosis on Apricot / Altos and providing telephone support to customers.

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  Data Technology Resources Ltd

  Mar 1989 - Dec 1990

  System Support Specialist

  My role was split between Technical Telephone and on site support, along with installations using RS 232 cabling with Multi user Unix platforms.

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  Orlando Computer Systems Ltd

  Dec 1990 - Aug 2004

  Technical Director

  Director of the business from inception and was always customer facing, providing customer quotes, on site support, installations, cabling installs, telephone support and PC/Server Builds. Internally dealt with the I.T. and purchasing along with managing the workshop area.

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  TSG

  Aug 2004 - Feb 2010

  Reporting initially to Regional Managing Director and latterly the Customer Services Director. Managing complaints working closely with clients, TSG Teams and leaders ensuring the problems are resolved to the customer’s expectations. Recent introduction of Care Programme has been a success allowing constant monitoring of any issues through to confirmed resolution. Technical knowledge, client and internal business awareness is vital for this role. Commercial awareness plays a big part in this position along with being able to liaise with customers and colleagues at all levels. Show less

  • Regional Escalations Manager

    Jan 2008 - Feb 2010

  • Technical Director

    Jul 2006 - Jan 2008

  • Regional Engineering Director

    Aug 2004 - Jul 2006
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  LANWAY CBS LTD

  Feb 2010 - Jul 2012

  Technical Services Manager

  Dealing with all non-technical needs of the Field and In-house Support teams.Coordinating engineering resources, meeting the needs for installations, service and support.Identifying opportunities within the technical team to cross-train to other disciplines within the service offerings the company has or is developing.Ensuring that the company meets its service obligation to customers. Dealing with and finding resolutions for any escalated issues.Monitoring and reporting on service contract consumption, identifying trendsManaging team performance through regular reviews with individuals or groups. Dealing with any contract queries and ensuring that all contracts operate within the defined parameters.Involvement in technical team interview process and induction, including other departments who need an understanding of the company’s service offerings Show less

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  Talk Internet

  Jul 2012 - May 2017

  Management of Talk Internet’s Technical Support department.Managing an ISP support team ensuring service excellence is delivered.Maintaining and enhancing customer, internal and supplier satisfaction meeting the needs of industry and company compliance.Working in a 24/7 365 environment managing the provision of first class technical expertise for networks, servers and associated technologies within Talk Internet’s product and service portfolio.Managing all aspects of customer services, maintaining standards and responses whilst improving procedures from initial response to escalation and completion.Providing management reports based upon our Service Level Agreement (SLA) requirements.Liaising with all staff and business managers, reporting to the board of Directors ensuring KPI's are maintained with complete harmony across all levels.Identifying, developing, scheduling, managing all training and development requirements within budget.Managing all procurement requirements for the best interests of the company whilst maintaining delivery timescales.Engaging in all company products, services and promotions, actively looking for improvements in delivering performance whilst managing systems capacity.Providing support and assisting team members in maintaining our diverse customer base whilst identifying potential business opportunities.Managing installations, upgrades and new orders for both customers and internal needs.Total management of Talk internet’s 24/7 365 Support and Service platforms. Show less

  • Operations Manager

    Aug 2014 - May 2017

  • Technical Services Manager

    Jul 2012 - Aug 2014
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  Wavenet

  May 2017 - Nov 2017

  Customer Service Manager
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  Frontline Consultancy & Business Services

  Nov 2017 - Jun 2019

  Service Operations Manager
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  Cheshire Local Business Limited

  Jul 2019 - now

  Director
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  BT Local Business Cheshire

  Jul 2019 - now

  Director