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Ian Mawman

@ianmawman

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Client Lead Analyst at Retail Assist resolving complex incidents and investigating application data with SQL.

United Kingdom

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What I'm looking for

I'm seeking a technical role where I can continue to develop my skills while contributing to reliable systems, effective problem resolution, and continuous service improvement.

At Retail Assist, I investigate application data with SQL to validate records, troubleshoot user account and payroll issues, and support incident resolution for client-facing systems.

As a Client Lead Analyst, I manage incidents and service requests, coordinate escalations, and investigate root causes to support timely resolution and service continuity.

I also train and mentor analysts, maintain technical documentation, and contribute to onboarding new clients and improving service processes.

Previously, as an IT Helpdesk Analyst at Retail Assist, I provided deskside and remote support for hardware, software, and network issues. I'm currently studying Microsoft Azure Fundamentals (AZ-900) and seeking a technical role where I can keep developing my skills while contributing to reliable systems and continuous service improvement.

Experience

Work history, roles, and key accomplishments

Current

Client Lead Analyst

Current

Retail Assist

Jul 2024 - Present (2 years 3 months)

Use SQL queries to investigate application data, validate records, troubleshoot user account and payroll-related issues, and support incident resolution for client-facing systems. Act as the primary technical liaison between internal teams and client stakeholders, managing incidents and service requests in line with agreed SLAs.

SQL Incident Management Root Cause Analysis Technical Troubleshooting Stakeholder Communication ServiceNow Jira Documentation

IT Helpdesk Analyst

Retail Assist

Dec 2022 - Jul 2024 (1 year 7 months)

Provided technical support to end users for hardware, software, and network-related issues in a timely manner. Diagnosed and resolved desktop, application, and connectivity issues, escalating incidents where appropriate.

hardware troubleshooting Software Troubleshooting Network Troubleshooting Customer Support Documentation GDPR

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Azure Fundamentals (AZ-900), Cloud

Currently studying towards Microsoft Azure Fundamentals (AZ-900) certification.

Retail Assist

Customer Empathy (CPD Certified), Professional Development

2022 -

Completed internal courses including Customer Empathy, Communication Skills, Supporting Your Team, and Coaching and Mentoring, all CPD certified.

Google Digital Garage

Improve Your Online Business Security, Online Security

Completed the 'Improve Your Online Business Security' course, gaining foundational understanding of online security practices, risk awareness, and safe use of digital systems.