Summary

Overview

Work History

Education

Skills

Timeline

Daunte Gayle

Summary

Enthusiastic IT Analyst polished in optimizing systems to address dynamic needs, improve collaboration and strengthen Network security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions. IT software troubleshooting knowledge.

Overview

years of professional experience

Work History

IT HELP DESK Level III - COMPUTER SECURITY SYSTEMS

Sentrillion

Arizona

08.2023 - 02.2024

Open, update, and close maintenance records in the Nationwide Operations Resource Management system (NORMS); document all actions taken to resolve issues.
Create, update, and close trouble ticket records in the Nationwide Operations Resource Management System (NORMS); document all actions taken to resolve issues.
Provide telephonic technical assistance and support.
Assign trouble tickets to appropriate maintenance personnel.
Monitor and report status of open trouble tickets.
Provide after-hours on-call telephonic technical support according to published schedule.
Remotely install software and device drivers on computers.
Remotely troubleshoot computer operating systems for hardware and software problems.

IT ANALYST

Intuit

08.2021 - 07.2023

Consult user guides, technical manuals, and other documents to research
Reproduce, diagnose, and resolve technical problems encountered by users
Provide advice and training to users in response to identified difficulties
Provide business systems, networks, and Internet support to users in response
Continuum Global solution Remote
Installed system updates to address vulnerabilities and reduce security issues
Provided recommendations regarding new hardware and software to keep IT infrastructure up to date
Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions

IT Help Desk Technician Level III

Continum Global Solution

03.2018 - 07.2021

Provide onsite, phone, chat, and email technical support for staff as well as facilitating support through IT Managed Services
Provider
Respond to and resolve support tickets as well as staff questions pertaining to technology in timely manner
Administer various software platforms including O365/Azure, encryption, Unified Communications, MDM, storage, and back up plat-forms
Take ownership of user problems and be proactive when dealing with user requests and issues.
Installed system updates to address vulnerabilities and reduce security issues
Provided recommendations regarding new hardware and software to keep IT infrastructure up to date
Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

TECHNICAL SUPPORT LEVEL II

Comcast Remote

01.2015 - 02.2018

Answer calls and, troubleshoot and log all incoming calls in help desk database
Administer and maintain user accounts in various systems and active directory
Provide support and training for Office 365 applications
Retrieve calls left on help desk voice mail in timely manner.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.

IT HELP DESK SUPPORT

Verizon Remote

05.2012 - 07.2015

Provide help desk/telephone support to end-users
Troubleshoot, maintain, repair, and upgrade PC and peripherals
Troubleshoot, diagnose and repair various operating systems: Windows10/11
Set up and install workstations, printers, and peripherals, configuring for network as appropriate
Configured hardware, devices, and software to set up work stations for employees.
Installed new desktop systems and migrated data to new machines.
Installed and configured operating systems and applications.
Patched software and installed new versions to eliminate security problems and protect data
Provided support for network infrastructure and baseline configurations

TECHNICAL SUPPORT SUPERVISOR

Vector

04.2008 - 05.2012

Install and configure computer systems and applications within company
Respond to customer inquiries and assist in troubleshooting and resolving challenges
Actively update, maintain, and monitor all aspects of computer networks
Build, configure, install, and troubleshoot laptops, mobile devices, and tablets
Assist Ownership in creating training materials pertaining to computer troubleshooting and usage
Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
Responded promptly to incoming sales leads and requests for technical support
Promoted efficiency among departments with prompt resolution of system issues