Summary
Overview
Work History
Education
Skills
Accomplishments
Activities
Certification
Languages
Timeline
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Neil McDougall

Neil McDougall

Lucea,09

Summary

Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.

Overview

26
26
years of professional experience
4
4
Certification

Work History

Tier 2 Remote Support Engineer

ACS – Conduent
02.2009 - Current
  • Presently I am working as a Remote Support Engineer with the Xerox IT Support Dept
  • Main duties include, troubleshooting any Hardware issues related to the Company Laptops and Desktops which are issued to the Xerox Field Technicians by the Xerox IT Asset Administration
  • We also troubleshoot and record any issues regarding the Xerox proprietary software that come installed to the Xerox company Laptops
  • We also assist them with troubleshooting any issues they have pertaining to the OS in making sure that the Pcs remain functional

IT Support / Marketing Coordinator

The Kingdom Kidz Learning Center
12.2008 - 01.2009
  • I worked as a Marketing Coordinator and also IT Support
  • Main duties include, planning and implementing Marketing the business within my local community and its environs; along with Maintenance of Office Equipment and also managing the Business website, that is to make any necessary changes to the website

Data Entry Processor

ACS Inc.
05.2007 - 05.2008
  • I worked with ACS Inc
  • As a Data Entry Processor
  • My Core duty was to assist the Accounting Analysts with entering invoice or check information, and thus ensuring that the correct total was being paid out to their clients

Design Sales and Service Representative

VistaPrint
09.2004 - 05.2007
  • I worked as a DSS Rep, and my core duties included assisting VistaPrint Customers with the checkout process on their website, as well as designing Business cards or Flyers/Letterheads, Calendars, Greeting Cards, any product that VistaPrint carried on their website
  • We were also required to up-sell additional marketing products to customers, that would enhance their business marketing strategy
  • I also helped them troubleshoot any technical issues they were having whilst browsing the website, and to make a report of any technical issues found on the website itself

Level 1 Help Desk Technician

Sitel Caribbean
10.2002 - 09.2004
  • I worked in this position as a Level 1 Tech Support Technician over the phone for Philips’ Customers, who purchased Personal computer peripheral devices, made by Philips, and needed assistance in installing and troubleshooting hardware related issues along with the software related issues involving the Proprietary software provided to customers

Teleservice Sales Rep / TSR

Teleservices Jamaica Ltd.
08.2002 - 10.2002
  • I worked as a telemarketer in this position; I was responsible for making sales over the phone

Data Entry Operator/ PC Consultant

C.A.P. Sales and Service
10.2001 - 07.2002
  • I worked as a Data Entry Operator / PC Consultant, and my main duties included helping to update the Stock inventory records as well as I also helped out in most technical matters that concerned the Computer System

Data Entry Operator/Quality Auditor

NPC/ACS
02.1999 - 12.1999
  • I worked as a Data Entry Operator for 3 months, after which I was given a new job of a Quality Auditor, and it was in this position that I continued working with this firm for an additional 8 months
  • The duties that I was assigned were basically to ensure that the work being produced by the Data Entry Operators was free of errors

Education

Course Certificates - Foundations of Project Management, Project Planning Putting It All Together, Capstone Applying Project Management in the Real World, Agile Project Management, Project Execution: Running the Project, Project Initiation: Starting a Successful Project

Google Project Management
07.2024

Certification - Crash Course on Python, Using Python to Interact with the Operating System, Introduction to Git and GitHub, Troubleshooting and Debugging Techniques, Configuration Management and the Cloud, Automating Real-World Tasks with Python

Google IT Automation with Python
10.2022

Certification - IT Security: Defense against the digital dark arts, Operating Systems and You: Becoming a Power User, Technical Support Fundamentals, System Administration and IT Infrastructure Services, The Bits and Bytes of Computer Networking

Google IT Support
08.2022

CISCO course - CompTIA A+, Network+, Linux

Caribbean Institute of Technology
12.2008

Student - Office applications, Computer Programming (Programming 1 & 2), Advanced English

West Indies College
Mandeville, Manchester
01.1998

Student - C.X.C. – P.O.B., English A, Mathematics, English B, S.S.C. – Social Studies, English, Mathematics, P.O.B.

Rusea’s High School
Lucea, Hanover
01.1995

Skills

  • Excellent time management skills
  • Conflict management
  • Office Software proficient
  • PC hardware Troubleshooting
  • Remote support
  • Troubleshooting skills
  • Network troubleshooting
  • Hardware and software installation

Accomplishments

  • Documented and resolved issues encountered on the job which led to helping our team to be able to publish fixes that helped our external customers to continue with their jobs.

Activities

  • Literature
  • Environmental conservation
  • Art
  • Travel

Certification

  • CompTIA Certification 2009
  • Google Project Management Certificate [Coursera] 2024
  • Google IT Support Professional Certificate [Coursera] 2022

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Tier 2 Remote Support Engineer

ACS – Conduent
02.2009 - Current

IT Support / Marketing Coordinator

The Kingdom Kidz Learning Center
12.2008 - 01.2009

Data Entry Processor

ACS Inc.
05.2007 - 05.2008

Design Sales and Service Representative

VistaPrint
09.2004 - 05.2007

Level 1 Help Desk Technician

Sitel Caribbean
10.2002 - 09.2004

Teleservice Sales Rep / TSR

Teleservices Jamaica Ltd.
08.2002 - 10.2002

Data Entry Operator/ PC Consultant

C.A.P. Sales and Service
10.2001 - 07.2002

Data Entry Operator/Quality Auditor

NPC/ACS
02.1999 - 12.1999

Certification - Crash Course on Python, Using Python to Interact with the Operating System, Introduction to Git and GitHub, Troubleshooting and Debugging Techniques, Configuration Management and the Cloud, Automating Real-World Tasks with Python

Google IT Automation with Python

Certification - IT Security: Defense against the digital dark arts, Operating Systems and You: Becoming a Power User, Technical Support Fundamentals, System Administration and IT Infrastructure Services, The Bits and Bytes of Computer Networking

Google IT Support

CISCO course - CompTIA A+, Network+, Linux

Caribbean Institute of Technology

Student - Office applications, Computer Programming (Programming 1 & 2), Advanced English

West Indies College

Student - C.X.C. – P.O.B., English A, Mathematics, English B, S.S.C. – Social Studies, English, Mathematics, P.O.B.

Rusea’s High School

Course Certificates - Foundations of Project Management, Project Planning Putting It All Together, Capstone Applying Project Management in the Real World, Agile Project Management, Project Execution: Running the Project, Project Initiation: Starting a Successful Project

Google Project Management

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Neil McDougall