From Specialist to Senior Escalation

I progressed into senior technical escalation, mentoring and quality oversight as one of ten leads within a 70-person operation, supporting a user base of more than 4,000 at approximately 95% SLA performance.

This role was about more than resolving what others could not. It meant setting the standard other technicians were measured against, and taking ownership when something needed explaining, not just fixing.

When failures occurred, I was trusted to investigate, explain what happened, and turn the findings into controls that reduced recurrence, the same prevention-first instinct that later shaped my work at Deighton.