Mohamed Musa
@mohamedmusa1
Client Lead Analyst driving service improvement, incident resolution and team mentoring.
United KingdomWhat I'm looking for
I am a Client Lead Analyst with proven experience managing high-volume service desk operations, client escalations, and end-to-end technical support delivery. I combine strong technical knowledge with excellent stakeholder engagement to maintain SLA compliance and improve customer satisfaction.
I serve as the lead point of contact and SME for key accounts, handling escalations, coordinating with 2nd/3rd line teams, and standardising resolution processes. I author technical procedures and knowledge articles that increase first-line resolution and reduce ticket backlog.
I mentor and support junior analysts, instilling best practices and driving continuous improvement across teams. I have been promoted rapidly in recognition of technical expertise and leadership, and I regularly analyse trends to implement preventative solutions.
Outside of IT support I have hands-on experience building an e-commerce site and running successful digital marketing campaigns, and I volunteer locally to support community projects and charity events.
Experience
Work history, roles, and key accomplishments
Client Lead Analyst
Retail Assist
Jan 2024 - Present (1 year 8 months)
Serves as SME and primary client contact for key accounts, managing escalations and incidents to meet SLAs while improving first-line resolution and reducing ticket backlog through process and knowledge improvements.
Marketing Executive
Se7en Scents
May 2022 - Dec 2024 (2 years 7 months)
Built and managed a full e-commerce site and led social media campaigns that grew Instagram followers 600% in six months, producing digital content that drove sales growth.
Submissions & Compliance Officer
Energy Suite Ltd
Jul 2020 - Mar 2022 (1 year 8 months)
Managed collation of compliance documentation and coordinated with landlords, engineers and surveyors as lead submissions administrator to ensure efficient processing and regulatory adherence.
Operator
Airport24x7
Sep 2019 - Mar 2020 (6 months)
Coordinated drivers, managed bookings with real-time updates, and resolved customer complaints to maintain service reliability and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
DUDe Montfort University
Bachelor of Science, Computing
2021 - 2022
Grade: First Class Honours
Completed a Bachelor of Science in Computing with First Class Honours, focusing on computing principles and practical applications.
NCNottingham College
Higher National Diploma, Computing
2019 - 2021
Grade: Distinction
Completed a Higher National Diploma in Computing with Distinction, covering core computing and IT topics.
Bramcote College / Alderman White
BTEC & GCSEs, General Secondary Education
2012 - 2018
Completed BTEC and GCSE qualifications across secondary and further education, covering foundational academic and vocational subjects.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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