👤 Paul Richardson

About

Career returner with extensive customer service experience from contact center background, now training in IT support. Strong communication skills developed through years of customer-facing roles. Previously managed health challenges, now fully committed to building a new career in technical support. Combining prior customer service expertise with newly developed technical skills.

Experience

  • Trainee Service Desk Analyst
    CodeYourFuture · Full-time
    Nov 2023 - Present · 2 mos
    Manchester, United Kingdom · Hybrid

    • Learning service desk fundamentals
    • Developing technical troubleshooting skills
    • Training in ticket management systems
    • Building technical documentation expertise
    • Participating in mentored support scenarios
    • Skills: IT Support Basics, Technical Documentation, Help Desk Systems

  • Technical Skills Development
    CodeYourFuture · Full-time
    Aug 2023 - Oct 2023 · 3 mos
    Manchester, United Kingdom · Hybrid

    • Completed IT fundamentals training
    • Developed technical communication skills
    • Learned service desk best practices
    • Engaged in practical support workshops
    • Skills: Technical Fundamentals, Customer Service

  • Contact Center Team Leader
    British Gas · Full-time
    Mar 2008 - Jun 2013 · 5 yrs 3 mos
    Manchester, United Kingdom · On-site

    • Led team of 15 customer service representatives
    • Managed call quality monitoring systems
    • Coordinated team scheduling and resources
    • Delivered customer service training
    • Skills: Team Leadership, Customer Service, Systems Usage

  • Customer Service Representative
    Various Contact Centers · Full-time
    Jun 2002 - Feb 2008 · 5 yrs 8 mos
    Manchester, United Kingdom · On-site

    • Handled customer inquiries and complaints
    • Used multiple customer management systems
    • Maintained high customer satisfaction scores
    • Skills: Customer Support, System Navigation

Education

  • CodeYourFuture
    IT Support Program
    2023 - 2024

Certifications

  • CompTIA A+ (In Progress)
  • ITIL Foundation
  • Google IT Support Professional Certificate

Technical Skills

  • Service Desk Fundamentals
  • Customer Support Systems
  • Basic Hardware Troubleshooting
  • Technical Documentation
  • Help Desk Software

Languages

  • English - Native Speaker

Additional Information

  • Active participant in peer support network
  • Developing expertise through home lab projects
  • Regular attendee at local tech meetups
  • Passionate about helping others transition to tech careers