20 Salem Street

Naugatuck, CT. 06770 Phone (203) 558-8572

E-mail john_mcdougall_iv@yahoo.com
John McDougall IV
Objective:
To obtain a position in the Information Technology Field where my knowledge will
be challenged, and my will skills will be broadened.
Work experience:
07/2009 - Present ESPN Inc. Bristol, CT.
Sr. Support Analyst
• Primary contact for technical support, maintenance, and troubleshooting while re
sponsible for broadcast and corporate information systems, off-site, and after h
ours as needed.
• Expedites repairs via analysis, diagnosis, problem resolution and testing.
• Installs, configures and troubleshoots desktop and laptop systems and workstatio
ns in a heterogeneous environment; rebuilds systems with hardware faults. Also i
nstalls software patches, fixes, and drivers to resolve semi-routine problems.
• Maintains and troubleshoots network connectivity and support issues as they pert
ain to end users equipment or access requirements, as well as maintains password
s, data integrity, and file security for desktop environment.
• Clearly articulates and documents technical findings, issues and outcomes to tea
m and to clients.
06/2007 to 07/2009 Contracted to ESPN Inc. Bristol, CT.
Support Analyst, MIT
• First point of contact for ESPN employees for equipment resolution of connectivi
ty, and hardware including but not limited to PDA devices, printers, laptops, an
d desktops.
• Maintains and troubleshoots on a three tier client application system as a singl
e point of contact from 7:30 PM until 11:30 PM.
11/2006 to 06/2007 Contracted to IBM Corporation Southbury, CT.
Server Specialist
• Responsible for server and LAN recovery from problem documentation to creating,
reassigning, and closing problem records to engaging support, note taking and pr
ocess reports as necessary.
• Resolve complex customer issues (diagnosis) from inbound calls from Webmasters,
as well as inbound email from technical customer Webmasters.
• Must validate and perform problem determination on customer reported problems wi
th in fifteen minutes.
03/2006 to 06/2006 Contracted to Carolee Greenwich, CT.
Network Support
• Responsible for maintenance of Exchange, Print, and Domain Servers including all
software and hardware upgrades as necessary, often diagnosis and resolution of
complex issues.
• Support for all computers, laptops, PDA devices, and printers on and off the net
work.
Education:
1990 - 1992 Emmett O’ Brien Reg.Vocational Tech. H.S., Electronics Major
1992 – 1994 Naugatuck High School, General coursework
1995, 2008 Naugatuck Valley Community College, Course work in relation to Inform
ation Technology Field Major
Qualifications:
Strong working knowledge of: Microsoft OS including: DOS, Win 3.x, Win ’95, Win ’98, Win
Millennium, Win 2000, XP, Vista, Win 7, NT, Microsoft Exchange Server, network
ing experience with NT/Win2K Administration & Novell and Desktop Hardware/Softwa
re Refresh.
Knowledgeable & proficient with wide array of applications, & software. Excellen
t communication, phone and people skills with strong problem solving abilities.
Hardware / Software:
HPLJ Printers, HP, IBM & Dell Desktops & Servers, varied PDA devices.
Active Directory, User Manager, Citrix, AIX, TSM, Lotus Notes, NT for server / w
orkstation, Crystal Reports, Novell Access, Microsoft Office, Tivoloi Service De
sk, Thin Clients, VPN, Land Desk, Microsoft Exchange, WTS, RSA Secure ID, Remedy
, Blink and Altirus.
References:
Mike Rinaldi – (860) 766-3779
Andrew Vollaro – (860) 766-2000
Kristen Henderson – (860) 766-7851