Summary
Overview
Work History
Education
Skills
Certification
Certificate
Timeline
BusinessAnalyst
Dwight Gregory

Dwight Gregory

IT Professional
Courtice,ON

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experience in providing network and software support to users, as well as developing and implementing technical solutions. Proficient at analyzing system performance and security to drive optimal user experience.

Overview

15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certificate

Work History

EUC Team lead\Sys Administrator

Paymentus
Richmond Hill, ON
01.2019 - Current
  • Lead and manage a team of EUC Analyst overseeing all North America IT services while providing coaching, advice, guidance and assisting with new staff recruitment.
  • Handled all escalated issues by utilizing problem solving skills and communication skills to effectively resolve user inquiries in a timely manner.
  • Consistently leveraging IT to add value to the business and make working more efficient and effective.
  • I successfully led and managed the implementation of Active Directory migration project, overseeing its roll-out to a user base of more than 400 individuals.
  • Conduct impactful weekly stand-up meetings with EUC team to enhance end-user computing solutions.
  • Served as senior technician for team members as they provided clients and associates technical assistance with regards to Paymentus programs.
  • Oversaw the entire new hire and termination processes, in addition to handling various managerial tasks.
  • Managed the implementation and configuration of a Google MDM migration project for a user base of over 800 individuals.
  • By leveraging automation, I achieved a remarkable 40 percent reduction in the duration of the current new hire process.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated leadership skills in managing projects from concept to completion.

Operations Analyst

Compugen
Richmond Hill, ON
07.2016 - 12.2018
  • Troubleshoot and resolve technical operational issues related to users and IT Infrastructure events in a timely manner.
  • Analyze service incident and problem, identify risk and provide recommendation and implement solution.
  • Perform a variety of network problem analysis, monitor alarms in science logic network management systems and resolve issues in a MS Windows Server 2003-2016 environments.
  • Provide exceptional customer service and satisfaction to technical and non-technical clients with every support interaction.
  • Follow ITIL best practice and ensure tickets are updated daily and don’t breach SLA.
  • Ensuring clients receive timely and appropriate responses, escalations, and resolutions.
  • Take ownership of all assigned tickets and drive to resolution; researching and escalate to vendor as necessary.
  • Provision new or existing services including moves/adds/changes when customers request.
  • Deploy critical windows patches to servers and desktop on scheduled time.

Technical Support Analyst

Compugen
Richmond Hill, ON
07.2014 - 07.2016
  • Provide first and second level support to clients via phone, email, remote and deskside as required.
  • Develop, implement, and participate in the preparation of knowledge base articles and documentation for Service Desk use.
  • Train new staff on process and procedures of Service Desk environment and how to use incident management software Service Desk Plus, Service Now and Remedy.
  • Escalate issues to third party vendors when required, monitor and update tickets so they don’t breach SLA.
  • Assist field technicians with installation, configuration and set up of computers and POS system as per established procedures when required.
  • Support multiple clients with 100 - 2000 end users all over Canada and the USA.
  • Create, delete and manage users account on Citrix XenMobile, Air watch, Bes 10 & 12 Server.
  • Troubleshoot and resolved clients Citrix session via Citrix Director when they had technical issues.

Helpdesk Support Technician

Elections Ontario
Scarborough, ON
05.2014 - 07.2014
  • Used good interpersonal skill and excellent oral communication skill to assist with end users problems and concerns.
  • Performed software installation, hardware and maintenance work for standard and non-standard hardware and software.
  • Build and deployed images for various hardware used in a government environment.
  • Perform testing of hardware and software for various proprietary government systems.
  • Maintain inventory of all hardware and conducts computer deployments and roll-outs as required.
  • Trained new staff on process and procedures of service-desk environment and how to use incident management software Spiceworks and Remedy.
  • Create, modify, remove users and reset user password in BlackBerry Enterprise Server.
  • Used encryption software Win Magic when users had problems logging in or forgot their encryption password.

Geek Squad Counter Intelligence Agent

Best Buy
Warner Robins, GA
01.2008 - 07.2012
  • Utilized strong communication skills to determine customer needs and effectively resolve customer concerns.
  • Able to work with team to meet department budget while completing independent tasks.
  • Decreased precinct turnaround time from 9 days to 3 days and increase revenue 150 percent.
  • Demonstrated leadership skills by training and coaching new employees on proprietary database and POS systems.
  • Offered customers in-home and in-store computer services to help solve their unique end to end needs.
  • Performed advance diagnostics and repairs on computers that were brought in for viruses, spyware and corrupted operating system.
  • Installed and upgraded memory, hard drive, operating system and power supply as needed.
  • Backup and restored users PST files and configured MS Outlook 2010 based on user needs.
  • Repaired, installed and setup Mac OS PCs with Snow leopard (10.6), Lion (10.7) and Mountain Lion (10.8).

Education

Computer System Technician Diploma - Information Technology

Durham College
Oshawa, ON
09.2012 - 04.2014

Associate of Applied Science - Networking Specialist

Central Georgia Technical College
Macon GA
09.2010 - 09.2013

Skills

Operating Systems: Windows Enterprise Server 2003/2012/2016; Windows SQL Server 2008/2012/2016; Windows 10/11; Microsoft Exchange Server, IBM eServer iSeries (AS/400), IBM Domino Server, Android, macOS and iOS

Development Applications: Microsoft Office Suite, Microsoft Projects, Microsoft Visio, Visual Paradigm, Visual Studio, Eclipse, IntelliJ, Android Studio, Git/GitHub, LucidChart, FluidUI, WireFrame, Adobe Creative Suite

Networking: Cisco 2900 series routers and 2960x series switches, OSPF, IGRP, EIGRP, RIP and BGP routing protocols

Monitoring & Reporting: JIRA, ServiceNow, Cherwell Service Management, SpiceWorks, WireShark, VNC, HP OpenViewer, TeamViewer, Ninja RMM, LogMeIn, Remote Desktop and GoToAssistMessaging & Collaboration: Microsoft SharePoint, Slack, MS Teams, Microsoft Outlook, IBM Lotus NotesVirtualization: Citrix XenApp/XenServer, VMWare Server, HyperV, Oracle VM

Cloud Computing: Google Cloud, Google G Suite, Amazon Connect, Microsoft Office 365, Microsoft Azure, Amazon Web Services

PC Imaging & Deployment: Clonezilla, LANDesk, Microsoft SCCM and Microsoft Deployment ToolkitProgramming Languages: PowerShell, C, C, C#, Java, VBA, ASPNET, HTML, XML, JavaScript and CSSDatabase Management: SQL Server Management Studio, Oracle SQL Developer, Microsoft Access

Desktop Technical Support

Certification

ITIL V3 Certification

Certificate

2023 - Cybersecurity Foundation

2019 - VMware VSphere 6.5 Essential 1&2

2019 - Microservices The Big Picture

2015 - Cisco CCNA Course Certificate

Computer Hardware Specialist Certificate

PC Repair Networking Technician Certificate

Microsoft Networking Administrator Technical Certificate

Timeline

EUC Team lead\Sys Administrator

Paymentus
01.2019 - Current

Operations Analyst

Compugen
07.2016 - 12.2018

ITIL V3 Certification

02-2016

Technical Support Analyst

Compugen
07.2014 - 07.2016

Helpdesk Support Technician

Elections Ontario
05.2014 - 07.2014

Computer System Technician Diploma - Information Technology

Durham College
09.2012 - 04.2014

Associate of Applied Science - Networking Specialist

Central Georgia Technical College
09.2010 - 09.2013

Geek Squad Counter Intelligence Agent

Best Buy
01.2008 - 07.2012
Dwight GregoryIT Professional