Available to hire
Hello, I’m Sezgin Cafri, an IT professional with extensive experience in service desk engineering, IT operations, and project management across the UK, Turkey, and Europe. I specialise in ITIL process monitoring, Agile methodologies, and cross-functional collaboration to deliver robust IT solutions and high-quality support. I enjoy working with cross-functional teams to deliver value, optimise ITIL processes, and implement Agile and Scrum practices to drive continuous improvement.
In addition to hands-on technical work, I provide IT consultancy, project management, and vendor liaison to help organisations achieve their digital goals. My goal is to translate complex requirements into practical, scalable solutions while mentoring colleagues to grow.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
Turkish
Fluent
English
Advanced
Work Experience
Product Owner at Garanti BBVA Securities
January 31, 2023 - October 9, 2025Oversaw full lifecycle of product management for digital channels; devised sprint plans, edited Product Backlog, organized Sprint Backlog, and coordinated cross-functional teams; improved digital channels-related issue resolution and delivery.
Product Owner, Digital Channel and Project Management Team at Garanti BBVA Securities
January 31, 2023 - October 9, 2025Oversaw full lifecycle of product management, supervised cross-functional teams for seamless project execution. Devised sprint plans using Scrum framework and Agile methodology. Edited Product Backlog, organized Sprint Backlog, and organized Epic, features, PBIs, user stories, story points, preparing and presenting sprint bulletin and sprint reviews. Recognised as go-to person for digital channels-related issues due to solid subject-matter expertise.
Product Owner, Digital Channel and Project Management Team at Garanti BBVA Securities
January 31, 2023 - October 9, 2025Oversaw full lifecycle of product management, while supervising cross-functional teams for seamless project execution and management. Devised sprint plans using Scrum framework and Agile methodology. Expedited ongoing product-related projects by editing Product Backlog, organizing Sprint Backlog, and organizing Epic, features, PBI, user story, story point, preparing and presenting sprint bulletin and sprint review. Gained recognition as go-to-guy for all digital channels-related issues due to solid subject-matter expertise.
IT Support Analyst at Merlin Entertainments
November 30, 2020 - October 9, 2025Headed operational activities of three entertainment centres in Turkey, delivering remote IT support to centres across the EMEA region. Managed Active Directory user accounts, mail accounts, operating systems maintenance, and resolved hardware/application and connection/network problems to facilitate project management and delivery. Ensured seamless functioning of servers through maintenance and backups at level 2 and 3 capacities.
IT Support Analyst – Merlin Entertainments Clusters at Merlin Entertainments
November 30, 2020 - October 9, 2025Headed operational activities of three entertainment centres in Turkey, while delivering remote IT support to centres across the EMEA region. Managed Active Directory user accounts, mail account opening, and OS maintenance, while resolving hardware/application and connection/network problems to facilitate project management and delivery. Ensured seamless functioning of servers through maintenance and backup at level 2 and 3 capacities.
IT Support Analyst at Merlin Entertainments
November 1, 2020 - October 9, 2025Headed operational IT support for three entertainment centres in Turkey with remote support across EMEA; managed Active Directory accounts, mailboxes, OS maintenance, and connectivity; ensured server reliability through maintenance and backup.
General Manager at Cafri Tech Ltd
November 1, 2020 - PresentLead IT consultancy and project management for UK clients; scoped business needs, recommended robust solutions, and streamlined operations through data analytics and cross-functional collaboration; drove client acquisition and delivery of product development, process improvements, and strategic initiatives.
General Manager at Cafri Tech Ltd, UK
November 1, 2020 - PresentOffer IT consultancy and project management support to companies across the UK. Assess business needs and recommend robust solutions, products, services to achieve desired outcomes. Streamline operational activities through strategic planning and cross-functional collaboration, ensuring informed decision-making based on data analytics and marketing reporting. Facilitated organisations including Vitrifi, Allpointsfibre, Vestas Wind Systems, Getronics (Dell Outsource), Diebold Nixdorf, Stanley, P&G, and People IT with product development, digital channel management, process optimisation, and project management.
General Manager at Cafri Tech Ltd
November 1, 2020 - PresentOffer IT consultancy and project management support to companies across the UK. Assess business needs and recommend robust solutions, products, services to achieve desired outcomes. Streamline operational activities through strategic planning and cross-functional collaboration, ensuring informed decision-making based on data analytics and marketing reporting. Facilitated several organisations, including Vitrifi, Allpointsfibre, Vestas Wind Systems, Getronics (Dell Outsource), Diebold Nixdorf, Stanley, P&G, and People IT with product development, digital channel management, process optimisation, and project management. Played a key role in business development, leading client acquisition, marketing, process implementation, and continuous improvement initiatives.
System & Business Analyst Manager at Garanti BBVA Securities
March 31, 2018 - October 9, 2025Planned and initiated system and business analyses to evaluate needs; led internal applications development from conception to delivery; oversaw GDPR substance checks and emergency centre testing; produced documentation and improved customer satisfaction.
System & Business Analyst Manager – System Development Unit at Garanti BBVA Securities
March 31, 2018 - October 9, 2025Planned and initiated system and business analyses to evaluate business needs and requirements, leading internal applications development from conception to successful delivery. Oversaw projects lifecycle, from requesting to sending applications for mobile phones and computers. Contributed to continuous improvement efforts as Test Analyst on features development and application improvement as well as GDPR substance checking and emergency center testing.
System & Business Analyst Manager – System Development Unit at Garanti BBVA Securities
March 31, 2018 - October 9, 2025Planned and initiated system and business analyses to evaluate business needs and requirements, leading internal applications development from conception to successful delivery. Oversaw projects lifecycle, from requesting to sending applications for mobile phones and computers. Contributed to continuous improvement efforts as Test Analyst on features development and application improvement as well as GDPR substance checking and emergency center testing. Improved customer satisfaction and experience by mitigating issues on site/remotely, while producing associated documentation.
Helpdesk, 1st Line Support, 2nd Line Support and VIP Support at ING Bank
October 31, 2015 - October 9, 2025Delivered remote desk support; resolved application, email, and network issues; facilitated on-site support for head office users; provided VIP support for senior management.
Helpdesk/1st & 2nd Line Support and VIP Support at ING Bank
October 31, 2015 - October 9, 2025Delivered remote desk support initially, including resolving problems relating to applications, e-mail, common area, and connection/network, and password. Connected to affected users for assessing mitigating issues in branches of bank in other provinces. Facilitated multi-cultural management personnel with informed decision-making by providing data analysis and project progress reports. Switched to on-site support team, resolving application/hardware problems on the spot for head office users. Selected as VIP supporter for General Manager, Assistant General Manager, and Executive Staff due to exceptional performance and customer service.
Helpdesk, 1st Line Support, 2nd Line Support and VIP Support at ING Bank
October 31, 2015 - October 9, 2025Delivered remote desk support initially, including resolving problems relating to applications, e-mail, common area, and connection/network, and password. Connected to affected users for assessing mitigating issues in branches of bank in other provinces. Facilitated multi-cultural management personnel with informed decision-making by providing data analysis and project progress reports. Switched to on-site support team, resolving application/hardware problems (on the spot) for head office users. Selected as VIP supporter for General Manager, Assistant General Manager, and Executive Staff due to exceptional performance and customer service.
Technical Service Manager at VCS Electronics
April 30, 2014 - October 9, 2025Managed technical service operations for electronics; led service delivery, repairs, maintenance, and customer support; ensured service quality and timely resolution.
Technical Service Manager at VCS Electronics
April 30, 2014 - October 9, 2025Technical Service Manager responsible for overseeing hardware/software service operations, incident resolution, and maintenance. Ensured high-quality service delivery and timely issue resolution.
Technical Service Manager at VCS Electronics
April 30, 2014 - October 9, 2025Led technical service operations, managed technicians, and delivered hardware and software maintenance to ensure high service levels and customer satisfaction.
Technical Service Manager at BGA Information Technology
February 29, 2012 - October 9, 2025Led technical service operations; coordinated hardware/software maintenance and repairs; oversaw service delivery across projects and locations.
Technical Service Manager at BGA Information Technology
February 29, 2012 - October 9, 2025Managed technical service operations; coordinated field technicians and customer support, ensuring service SLAs and quality.
Technical Service Manager at BGA Information Technology
February 29, 2012 - October 9, 2025Directed service delivery and support operations, improving responses and client satisfaction across projects and repairs.
Manager / Partner at Fatih Computer
October 31, 2010 - October 9, 2025Managed day-to-day operations, business development, and service centre activities; led team and client engagement.
Manager / Partner at Fatih Computer
October 31, 2010 - October 9, 2025Business owner and manager providing IT support and computer services, leading client engagements and operations.
Manager / Partner at Fatih Computer
October 31, 2010 - October 9, 2025Led business operations, client relations, and service delivery, driving growth and customer satisfaction.
Technical Service Manager at Acer / Dell Authorized Technical Service
June 30, 2008 - October 9, 2025Led authorized service operations for Acer and Dell; supervised technicians and ensured service quality and timely delivery.
Technical Service Manager at Acer / Dell Authorized Technical Service
June 30, 2008 - October 9, 2025Authorized service manager handling hardware repair and service centre activities.
Technical Service Manager at Acer / Dell Authorized Technical Service
June 30, 2008 - October 9, 2025Provided authorized service and technical support, managing escalations and ensuring quality repairs.
Education
Bachelor Degree at Anadolu University
January 11, 2030 - October 9, 2025Master Degree at Sakarya University
January 11, 2030 - October 9, 2025Bachelor Degree at Anadolu University
January 11, 2030 - October 9, 2025Associate Degree at Mustafa Kemal University
January 11, 2030 - October 9, 2025High School Diploma at Karsiyaka E.M.L.
January 11, 2030 - October 9, 2025Bachelor Degree – Management Information System at Anadolu University
January 11, 2030 - October 9, 2025Master Degree – Management Information Systems at Sakarya University
January 11, 2030 - October 9, 2025Bachelor Degree – Business Management at Anadolu University
January 11, 2030 - October 9, 2025Associate Degree – Control Systems Technology at Mustafa Kemal University
January 11, 2030 - October 9, 2025High School Diploma – Electronics at Karsiyaka E.M.L.
January 11, 2030 - October 9, 2025Bachelor Degree – Management Information System at Anadolu University
January 11, 2030 - October 9, 2025Master Degree – Management Information Systems at Sakarya University
January 11, 2030 - October 9, 2025Bachelor Degree – Business Management at Anadolu University
January 11, 2030 - October 9, 2025Associate Degree – Control Systems Technology at Mustafa Kemal University
January 11, 2030 - October 9, 2025High School Diploma – Electronics at Karsiyaka E.M.L.
January 11, 2030 - October 9, 2025Qualifications
ITIL v3
January 11, 2030 - October 9, 2025English Course
January 11, 2030 - October 9, 2025System and Network Management
January 11, 2030 - October 9, 2025Meb BT Service Instructiveness
January 11, 2030 - October 9, 2025ITIL v3
January 11, 2030 - October 9, 2025Supporting and Troubleshooting Windows 10 (M10982)
January 11, 2030 - October 9, 2025English Course
January 11, 2030 - October 9, 2025System and Network Management
January 11, 2030 - October 9, 2025Meb BT Service Instructiveness
January 11, 2030 - October 9, 2025Meb BT Service Mastership
January 11, 2030 - October 9, 2025ITIL v3
January 11, 2030 - October 9, 2025Supporting and Troubleshooting Windows 10 (M10982)
January 11, 2030 - October 9, 2025English Course (Communicative School, United Kingdom)
January 11, 2030 - October 9, 2025System and Network Management
January 11, 2030 - October 9, 2025Meb BT Service Instructiveness
January 11, 2030 - October 9, 2025Meb BT Service Mastership
January 11, 2030 - October 9, 2025ASP
January 11, 2030 - October 9, 2025Linux
January 11, 2030 - October 9, 2025Industry Experience
Software & Internet, Financial Services, Media & Entertainment, Professional Services, Telecommunications, Travel & Hospitality, Education
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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