As an IT Analyst at Deloitte's Lincoln Building in Belfast, I operate as a Level 2 member of the Business Support Desk, providing advanced technical support through phone and ticketing systems. A critical aspect of my role involves conducting comprehensive assessments of the organization’s technology needs to identify and implement appropriate IT solutions that align with strategic business objectives.I serve as a liaison between business stakeholders and technical teams, facilitating the efficient execution of IT projects. This includes gathering detailed requirements from various departments, conducting feasibility analyses, and advising users on optimal IT system utilization. I actively participate in the formulation and execution of IT strategies, identifying and piloting innovative projects that drive technological advancement within the organization.My responsibilities extend to ensuring the quality, performance, and cost-effectiveness of IT products and services. I optimize IT systems by developing detailed technical documentation for developers that specifies essential project features and requirements. Additionally, I deliver user training and support to enhance operational efficiency through effective use of IT systems, with a particular focus on Microsoft Entra and Azure cloud services.I am dedicated to maintaining the security and integrity of the organization’s IT infrastructure and data. Adhering to rigorous IT protocols, identity verification standards, and data governance processes, I ensure compliance while delivering high-quality service. My proactive approach and collaboration with cross-functional teams drive continuous improvement in service delivery and elevate user satisfaction across the organization.

As a Mortgage Consultant with Lloyds Banking Group I ensured customers received exemplary service by processing mortgage cases and addressing their complex queries. I was responsible for determining eligibility for various mortgage products, managing the processing of new applications, and escalating ongoing cases to the relevant teams. I also took proactive steps to resolve processing errors by logging IT tickets.In addition to these responsibilities, I focused on identifying opportunities for customer retention and business development, effectively booking appointments for customers with mortgage advisors. My role was centered around not only resolving issues but also enhancing the customer experience through diligent support and guidance.

In my position as a Universal Credit Case Manager I was committed to supporting telephony claimants in utilizing the online channel for managing their Universal Credit accounts. I guided them to assisted digital services to promote independent account management. My role included booking Identity Verification and Claimant Commitment appointments, ensuring claimants were informed about their required actions to complete their claims.I managed a caseload focused on establishing eligibility and entitlement, implementing and maintaining various payment arrangements. I was responsible for payment management for each assessment period, including advance payment requests and correcting any discrepancies in payments. Furthermore, I upheld the security and integrity of claimant information through effective use of IT systems, identity verification, and strict adherence to data sharing protocols.

provided crucial technical assistance for a variety of hardware and software issues across Windows and Mac OS platforms. My role focused on troubleshooting to minimize downtime for students and faculty, enhancing their overall experience with technology.I managed printing services, ensuring the smooth operation of large format printers and efficiently resolving printing queue issues. This responsibility highlighted the importance of operational efficiency in a busy academic setting.In addition to printing, I engaged in basic network troubleshooting, utilizing command line tools and protocols like DNS, DHCP, and TCP/IP to maintain network integrity. I also supported server and telephony infrastructure, facilitating effective communication across the university.A key aspect of my role involved installing and upgrading end-users to Office 365 Enterprise, where I maintained and provided support for all O365-related technologies. This experience allowed me to enhance user productivity while reinforcing my knowledge of cloud-based solutions.I provided audio/visual support for events, ensuring that projectors and sound systems were set up and functioning properly. I used the Jira call management system to log, track, and resolve support requests, which improved my organizational skills and user communication.Furthermore, I assisted with Active Directory services, managing user accounts and access control, reinforcing my understanding of IT security. Overall, my experience in this position deepened my technical knowledge and enhanced my ability to work collaboratively, all while fostering a positive user experience.