Dwight Pugh

***** ******** ***** 901-***-****

Olive Branch, MS 38654 acggkf@r.postjobfree.com

IT Professional with over 18+ years of experience and expertise in operating and maintaining

technology; consistently recognized for technical troubleshooting skills used to rapidly resolve

challenging technical issues.

Technology Profile

? MCTIP Windows 7: Enterprise Desktop Support Technician, LAB Four Training Center,

Memphis, TN, May 2013

? Applications: MS Office, 2007,2010,2012 (Excel, Outlook, Access, PowerPoint, Visio) MS

Project, MS SharePoint, Exchange, Ghost, Symantec, Active Directory, Arc serve, Inoculate IT

Anti-Virus, A+ certified Windows 7 migration, Exchange Management console 2013.

? Hardware/Infrastructure: Servers, routers, switches, DNS, NAT, VLANS, subnets, TCP/IP,

DHCP, Desktops, and VOIP CAT6, Fiber, VPN Ethernet, DMZ, LAN/WAN, and security

encryption. Networks Cisco Phone System, Cisco unity, Windows 8 R2 serve, VMware

? Standards: ITIL

? Operating Systems: Windows 7 8

? Education

ITT Technical Institute, Associate of Computer Science, 1994

Professional Experience

The Dufresne Spencer Group August 3 2014 to Present

Helpdesk Supervisor

? Oversees management of Helpdesk operations and team members

? Manages the consultation on performance evaluations, promotions, hiring, and disciplinary

responsibilities.

? Ensures effective training of employees and staff development.

? Provides leadership and direction ensuring the successful implementation of all Information

Technology Initiatives.

? Ensures that major technical, system, or application issues are appropriately addressed and

communicated.

? Identifies, develops and implements strategic, tactical and operation initiatives necessary to

expand service, improve service, improve efficiency or improve team satisfaction.

? Ability to manage a team remotely.

? Participates in the successful implementation of all information system initiatives.

? Establishes Helpdesk support plan, schedules resources, and communicates metrics to

Leadership for major go lives and upgrades.

? Gather and analyze metrics to benchmark the helpdesk workload/performance and identify

trends.

The City of Memphis

I T Specialist May 8 2014-August 1 2014

? The System Specialist II is responsible for providing 2nd level support of hardware, software,

and operating systems for PC computing products. Software, hardware and communication

network operate properly together.

Pr ima ry Duties and Responsibilities:

? Identifies, t roubleshoots, analyzes and resolves complex desktop computer problems

Escalates unresolved problems to Lead Desktop System Specialist or Manager

I nstalls equipment and software Performs system administration for desktop solutions.

Acts as key contact for internal IT groups in support of technical problem resolutions

Monitors network access addresses data security, password generation and file access to

forecast potential access r isks. May research tools and processes to identify usage and

capacity t roubles as they develop. Will present research and may assist in developing long-

range plans to address problems.

? Identifies, t roubleshoots, analyzes and resolves complex desktop computer problems

Escalates unresolved problems to Lead Desktop System Specialist or Manager

I nstalls equipment and software

Performs system administration for desktop solutions.

Acts as key contact for internal IT groups in support of technical problem resolutions

Monitors network access addresses data security, password generation and file access to

forecast potential access r isks.

May research tools and processes to identify usage and capacity t roubles as they develop. Will

p resent research and may assist in developing long-range plans to address problems

The Harvard Drug Group January 3 2014- may 3 2014

HELPDESK SUPPORT SPEC IAL IST

? Pr ima ry Duties and Responsibilities:

? Provide first and second-level contact and problem resolution for all users (internal

or external) with hardware, software and applications problems.

? Resolve as many user-reported problems as expertise permits using available tools while

adhering to company policies and procedures for the handling of support cases.

? Use advanced troubleshooting skills for information gathering and problem resolution.

? Courteously obtain and convey concise problem information for internal and external service

personnel.

? Provide accurate and timely logging of problems and resolution for problems in the problem

management database.

? Escalate problems as appropriate to senior staff or external support.

? Act as a liaison between customers and ancillary support staff (internal or external) to assure

accurate problem interpretation. Maintain communications with customers during the problem

resolution process.

? Utilize superior customer service and communication skills.

? Solve problems in Windows and various other platforms with equal proficiency.

? Maintain in-depth knowledge of Help Desk supported products and services.

? Work with peers and manager(s) to identify available Help Desk t raining that will

enhance and improve computing support delivered to customer.

Memphis City Schools

Remote Desktop Support July 2008-July 2013

? Identified, diagnosed and resolved level two problems for computer software and hardware, the

district network, the Internet and new computer technology in a call center environment.

? Effectively communicated solutions to end-users to ensure ongoing customer satisfaction

? Provides one-on-one end-user problem resolutions via the phone for district approved Personal

Computer (PC) software and Active Directive duties.

? Assisted in the configuration of end-user PC desktop hardware, software and peripherals for

approximately 400 employees.

? Diagnosed and resolved end-user network or local printer problems, PC hardware problems and

mainframe, e-mail, Internet and local-area network access problems.

? Coordinates timely repair of PC computer equipment covered by a third-party vendor.

Memphis City Schools

Field Service Technician January 2000-July 2008

? Performed Active Directory duties: sorted users in the appropriate group, gave user rights to the

domain and reset/change user passwords.

? Reviewed technical repair requests from technology call center to identify critical problems for

all 40 locations to enable quick response to crucial calls.

? Reviewed and prioritized technology repair requests from staff so that maximum productivity

may be achieved.

? Repaired supported computer hardware and software, including contacting vendors for

equipment under warranty, troubleshooting, replacement and/or repair of school

telecommunications hardware.

? Mentored and assisted new employees and team members with fewer skills using hardware and

software expertise.

? Responded to questions of school administrative and technical personnel.

? Provided guidance for teachers regarding technical aspects of their jobs.

? Provided assistance with school opening procedures involving troubleshooting,

repair/reconnection of technology and telecommunications equipment.

? Provided assistance with computer hardware and software for employees changing locations.

US NAVY 1989-1992

RADIOMAN/COMMUNICATIONS

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