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
undefinedCertification
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
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