Richard Middleton
Telford,Shropshire
Summary
Specialising in technical support within IT infrastructure and software sectors. Can ensure high levels of customer satisfaction and swift resolution of complex technical issues. Utilise comprehensive knowledge of network protocols, operating systems, and hardware components to provide top-tier support.
Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.
Results-orientated and high-energy project manager with a talent for leading by example and inspiring peak performance. Recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Technical support engineer
Muller UK & Ireland
Telford , Shropshire
05.2013 - Current
- Collaborated with cross-functional teams to ensure smooth system functioning.
- Conducted thorough troubleshooting for identifying potential software issues.
- Developed comprehensive user guides to facilitate effortless use of technology.
- Streamlined communication processes between IT department and end-users, promoting better understanding of technical requirements.
- Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
- Coordinated with vendors for procurement and maintenance of IT equipment, achieving cost-effectiveness without compromising on quality standards.
- Achieved high levels of customer satisfaction by delivering reliable solutions within stipulated timelines.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Developed comprehensive project plans for successful execution and delivery.
- Led cross-functional teams to achieve project goals on time.
- Strengthened stakeholder relationships through regular updates and clear communication.
- Managed budgets diligently, controlled unnecessary expenditure on projects.
- Promoted team collaboration for more innovative solutions in projects.
- Delivered high-quality results whilst adhering to strict deadlines and budget constraints.
- Organised travel accommodations for clients with air or train transport and overnight bookings.
- Implemented organisational policies for smooth service delivery.
IT support technician
Capgemini
Telford, Shropshire
09.2001 - 03.2013
- Enhanced system functionality by performing regular software updates.
- Diagnosed network issues for seamless connectivity.
- Improved system performance with installation of new hardware components.
- Assisted in software installations to ensure optimal operating systems.
- Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Installed new software for users and monitored version and patch update requirements.
Customer sales assistant
Boots the Chemist
Telford, Shropshire
04.2000 - 09.2001
- Managed stock level for effective store operation.
- Assisted customers to make informed purchasing decisions.
- Handled cash drawer efficiently, supporting end-of-day reconciliation.
- Maintained shop floor cleanliness for an inviting shopping environment.
- Built relationships with customers through friendly interaction and assistance.
- Executed visual merchandising displays to increase product appeal.
- Assisted customers with product selection and sales, recommending items to increase transaction value.
- Monitored display stock levels, replenishing for consistently well-stocked sales floor.
Education
Foundation Degree in Computing - Information Systems Technology
University of Wolverhampton
Wolverhampton 09.2007 - 05.2011
Higher National Diploma - Information Technology
Telford College of Arts and Technology
Telford 09.2000 - 09.2001
Skills
- Software installation
- System diagnosis
- IT support expertise
- Troubleshoot technical issues
- Remote desktop assistance
- Technical documentation writing
- Strong communication
- Workload management
- Adaptable to changing tech
- Client relationship building
- Specific product knowledge
- Mobile device troubleshooting
- Microsoft 365 administration
- Microsoft Azure
- Computer Science
- PowerShell
- VLANs
- Active Directory
- Technical troubleshooting
- Basic Network support
- Operating systems expertise
- User access control
- Mobile devices support
- Helpdesk ticket management
- Project planning
- Risk assessment
- Budget management
- Stakeholder engagement
- Resource allocation
- Process improvement
- Strategic thinking
- Progress reporting
- Technical understanding
- PRINCE2 foundation
- Team leadership
- Vendor relations
- Decision making
- Time management
Affiliations
- Upgrading and repairing family and friends laptops\desktops
- Enjoy watching various sports including Football and Cricket
- Spending time with my Wife, going out for meals and socialising
- Spending time with my 4 children, 2 of which are on the Autism Spectrum
- Travelling and going on holidays
- Creating Pub Quizzes and being question master for local pub
- Season ticket holder with the family for Telford Tigers Ice Hockey Team, also I use to manage the Match Night Volunteers and run the off Ice experience for the fans
Accomplishments
Ran a multi million pound cost saving project to deliver a safe and secure follow me print solution within the whole of the organisation across multiple countries. Ran the whole project from the Initial Tender Bid all the way to the technical deliveries of the printers to all the sites across UK, Germany, Poland, Italy, Netherlands, Switzerland and the Czech Republic.
Certification
Certified Microsoft Windows Operating System Qualifications in NT4, XP, 7, 10 and 11
Certified Prince 2 Foundation
Self taught for various software application installation and issue resolutions
References
References available upon request.
Timeline
Technical support engineer
Muller UK & Ireland
05.2013 - Current
Foundation Degree in Computing - Information Systems Technology
University of Wolverhampton
09.2007 - 05.2011
IT support technician
Capgemini
09.2001 - 03.2013
Higher National Diploma - Information Technology
Telford College of Arts and Technology
09.2000 - 09.2001
Customer sales assistant
Boots the Chemist
04.2000 - 09.2001
Certified Microsoft Windows Operating System Qualifications in NT4, XP, 7, 10 and 11
Certified Prince 2 Foundation
Self taught for various software application installation and issue resolutions
Similar Profiles
Nathan RobertsNathan Roberts
Accounts payable clerk at Muller UK & Ireland GroupAccounts payable clerk at Muller UK & Ireland Group
Craig EvansonCraig Evanson
Senior Warehouse Operator at Muller UK & IrelandSenior Warehouse Operator at Muller UK & Ireland
Hanson SoHanson So
Solutions Planning and Business Development at Canon (UK) Limited - Solutions Planning / UK & IrelandSolutions Planning and Business Development at Canon (UK) Limited - Solutions Planning / UK & Ireland