Summary
Overview
Work history
Education
Skills
Certification
Affiliations
References
Timeline
Generic

Michael Duggal

Wolverhampton,WEST MIDLANDS

Summary

I'm an aspiring IT professional with hands-on experience in Generative AI data curation, technical support, and customer-focused environments, seeking junior roles where I can learn, grow, and contribute. I enjoy working with technology, data, and problem-solving, and I'm building skills across AI, programming, and IT infrastructure. My goal is to develop into a well-rounded IT specialist who delivers real-world impact while continuously expanding my technical knowledge.

Overview

7
7
years of professional experience
1
1
year of post-secondary education
1
1
Certification

Work history

Generative AI Q&A Data Curator

DPD UK
Oldbury, West Midlands
08.2023 - Current
  • Generating diverse question-answer pairs from multiple sources to create comprehensive training datasets.
  • Precisely annotating collected data to ensure structured datasets suitable for model training.
  • Thoroughly reviewing and validating annotated data to uphold high standards of quality and accuracy.
  • Implementing data augmentation techniques like paraphrasing and question variation to bolster model performance.
  • Collaborating with domain experts to develop focused datasets aligned with specific applications.
  • Evaluating model performance on curated datasets and providing actionable insights for enhancement.
  • Maintaining detailed documentation to ensure reproducibility and facilitate knowledge sharing within the team.

Sales Support Agent

DPD UK
Smethwick, West Midlands
07.2021 - 08.2023
  • Dealing with inbound calls and emails professionally and efficiently within agreed SLA's
  • Dealing with new customer accounts passed to our team from sales executives
  • Actioning new account paperwork
  • Processing quote amendments
  • Taking incoming calls and emails from Sales/Customer Relationship Managers (CRM) /Franchisee's, responding to their enquiries efficiently and professionally
  • Actioning customer maintenance requests in in house computer systems such as notifications, delivery actions and exceptions
  • Processing Salesforce request forms and ensuring all relevant departments are notified of the changes
  • Creating and maintaining customer logins for MyDPD shipping platform
  • Dealing with customer stationery requests, checking required volumes in Analytics

Technical Specialist - Product and App Tester

LightwaveRF
Birmingham, West Midlands
11.2018 - 06.2021
  • Piloted live chat and helped successfully embed into our Technical Support team
  • Volunteered as an in house Software App Beta tester to support our Frontend team
  • Successfully managed our eBay Store to increase revenues by ensuring effective service levels
  • Progressed to support on field visits to resolve customer issues on site
  • Helped with app and product testing, both during work hours and during personal time at home
  • After a year In Technical Support I transitioned into Technical Sales and handle domestic/commercial accounts

Education

Digital Industries Advanced Apprenticeship - IT

LMPQ
Birmingham
11.2018 - 04.2020

Skills

  • Data Annotation & Quality Control – Curated and validated AI Q&A datasets with high accuracy to support model training and evaluation
  • Analytical & Problem Solving – Reviewed datasets and system issues, identifying errors and improving data and process quality
  • Communication – Worked with domain experts, sales teams, and customers via calls, emails, and documentation
  • Software & System Testing – Supported app and product testing, beta testing features, and reporting issues
  • IT Infrastructure Fundamentals – Gained hands-on experience with networking, servers, Windows Server, and Active Directory through apprenticeship
  • Time & Workload Management – Managed multiple priorities in SLA-driven and remote working environments

Certification

  • BTEC Level 2 Certificate in Work Skills with Embedded Business Skills, IT - Covered PC fundamentals, Word, Spreadsheets, Web Design, Software Installation, Networking Basics
  • LangGraph AI – Foundation: Introduction to LangGraph
  • Udemy – Git Crash Course
  • Udemy – Introduction to Programming using Python
  • Microsoft Technology Associate : Networking Fundamentals - 98-366
  • Microsoft Technology Associate: Windows Server Administration Fundamentals - 98-365
  • Microsoft Technology Associate: Mobility and Device Fundamentals - 98-368
  • Microsoft Technology Associate: Software Development Fundamentals - 98-361

Affiliations

  • Gym
  • Gaming
  • Boxing
  • Running my eBay and Vinted Business

References

References available upon request.

Timeline

Generative AI Q&A Data Curator

DPD UK
08.2023 - Current

Sales Support Agent

DPD UK
07.2021 - 08.2023

Technical Specialist - Product and App Tester

LightwaveRF
11.2018 - 06.2021

Digital Industries Advanced Apprenticeship - IT

LMPQ
11.2018 - 04.2020
Michael Duggal