Resourceful IT Technician offering 4 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.
Hi, I’m
Shenogh Pugh
High Point,NC
Summary
Overview
3
years of professional experience
Work History
Emerge Consulting GroupHigh Point, NC
End User and Network Support Technician
04.2023 - 06.2023
Job overview
- Traveled to several Charter Schools within the NC area to perform variety of IT concerns with staff and student network
- Reset Staff and Students passwords through Google Admin
- Used proxy to reset passwords for Window Devices and for other technical uses
- Created Staff and Student accounts through Active Directory
- Gave Student Devices IP Addresses
- Inspected equipment and read order sheets to prepare for delivery to users
- Conferred with staff, users and management to establish requirements for new systems or modifications
- Provided multiple Technical Support to Faculty, Staff, and Students
- Assisted customers with various types of technical issues via email, live chat and telephone
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Maintained records, logs and lifecycle documentation of work requests
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
- Devised incisive workarounds and resolutions for IT-related problems
- Increased overall company performance through improved IT uptime and cost reductions
- Installed and performed minor repairs to hardware, software or peripheral equipment
- Set up equipment for employee use, performing or properly installing cables, operating systems or software
- Entered commands and observed system functioning to verify correct operations and detect errors
Procter & Gamble - BrownSummit, NC
Packer
01.2023 - 03.2023
Job overview
- Put labels on products and scan packaged products, depending on the line
- Place packaged products on a assembly line, as well as operate the assembly machine if needed
- Staged loaded pallets with hand truck for fork truck pick-up.
- Work in a fast pace environment, depending on the line
- Work with a team to get the order completed before shift ends
- Assembled customer orders from stock and packed items in boxes
- Arranged items on pallets according to size and weight.
- Verified labels for appropriate order numbers and item specifications
- Assembled cartons, crates and containers to prepare for shipping
- Notified team leader of product discrepancies and equipment malfunctions
- Adhered to product safety and hygiene guidelines for health and regulatory compliance
- Tracked inventories and input equipment counts into warehouse databases
Cricket WirelessGreensboro, NC
Solution Specialist
06.2022 - 12.2022
Job overview
- Assist Customers, by Answering Questions, or any Issues and Give Solutions
- Count Inventory using hard count on Cricket Login Portal
- Create Customer Account, if new, or Switching from another Company
- Run Reports
- Provided top product quality control and inspection while eliminating downtime to maximize revenue
- Report Goals for two weeks at a time
- Troubleshot customer devices and diagnosed malfunctions.
- Resolved customer account and billing problems
- Performed updates, installed new components and set up programs
Talon Healthy IT ServicesWinston-Salem, NC
IT Call Center Analyst
11.2021 - 05.2022
Job overview
- Utilize product knowledge and customer protocols to resolve issues efficiently
- Create accounts, reactivate/deactivate users, reset passwords
- Make request changes to patient accounts
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Navigated through computer systems to review information and respond appropriately to callers
- Prevented key account losses by researching discrepancies and correcting problems
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
Fayetteville State UniversityFayetteville, NC
Helpdesk Agent
08.2021 - 10.2021
Job overview
- Remote to troubleshoot and resolve clients computer issues
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Modified and customized commercial programs for internal needs.
- Assist and resolve web page issues that arise from students, faculty, and staff
- Reset Banner Pins and Passwords for Faculty, Staff and Students, using AD Manager Tool and FSU Banner PIN Reset Tool
- Use management software to appoint tickets to appropriate personal.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Devised incisive workarounds and resolutions for IT-related problems.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Lenovo US Fulfillment CenterWhitsett, NC
Computer Repair Technician
10.2020 - 07.2021
Job overview
Shenogh
- Performed recovery tests when replacing parts
- Changed information in the BIO’s
- Replaced LCD’s, LCD Cables, Motherboards, Batteries, Speakers, etc
- Documented repair processes and helped streamline procedures for future technical support actions
- Checked in computers and performed diagnostics for repair
- Updated or installed software for customers to ensure computer efficiency
- Performed inventories on computers and computer repair equipment
- Troubleshot devices to identify and solve issues with hardware or software performance
- Configured computers to network drivers and connected to printers and other peripheral equipment
- Updated software versions with patches and new installations to close security loopholes and protect users
- Utilized password reset utility to unlock units with BIOS password locks
- Detected and corrected error messages within software and hardware reporting systems
Education
North Carolina A&T State University
MS from Technology Management
05.2021
University Overview
Elizabeth City State University
BS from Engineering Technology (Computer and Information Technology
05.2018
University Overview
Skills
- Prioritization: Communication, Leadership, Time Management, Resourcefulness, Critical thinking
- Applications: Microsoft 365, Auto-task, Sales Force, Active Directory, Google Admin, Proxy, Used Default Applications on a device for Trouble-Shooting purposes
- Equipment: Servers, Switches, Wireless Access Points, and Connect Low Voltage Cabling, Radios, and Projectors, Smart Screens
- Networking: Windows-based devices, Apple-based devices, Printers, Copiers, Security System, Access Control, Configuring Wireless Networks
Timeline
End User and Network Support Technician
Emerge Consulting Group
04.2023 - 06.2023
Packer
Procter & Gamble - Brown
01.2023 - 03.2023
Solution Specialist
Cricket Wireless
06.2022 - 12.2022
IT Call Center Analyst
Talon Healthy IT Services
11.2021 - 05.2022
Helpdesk Agent
Fayetteville State University
08.2021 - 10.2021
Computer Repair Technician
Lenovo US Fulfillment Center
10.2020 - 07.2021
North Carolina A&T State University
MS from Technology Management
Elizabeth City State University
BS from Engineering Technology (Computer and Information Technology
Similar Profiles
Sami Lare (LSW)Sami Lare (LSW)
Psychotherapist at Emerge Psychology GroupPsychotherapist at Emerge Psychology Group
Nur Heppy HutajuluNur Heppy Hutajulu
Solutions Engineer at Opex Consulting Group (Opex Consulting & Opex TechSolutions Engineer at Opex Consulting Group (Opex Consulting & Opex Tech
Julian ChewJulian Chew
Volunteer at Emerge Marketing & ConsultancyVolunteer at Emerge Marketing & Consultancy