Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

DANIEL DUNA

Peterborough

Summary

IT professional with over 5 years of experience specializing in Microsoft 365, PowerShell scripting, Azure, and Endpoint management. Proven ability to resolve complex technical issues, drive process improvements, and optimize system performance. Dedicated to continuous learning, I hold multiple industry certifications and am currently pursuing a degree in Project Management. I excel in leveraging automation, cloud technologies, and collaboration to deliver effective IT solutions and enhance business operations.

Overview

5
5
years of professional experience
1
1
Certification

Work history

M365 Analyst

Silicon Reef
London
06.2024 - Current
  • Deliver frontline technical support for clients, troubleshooting & resolving M365 issues via email, voice, & video conferencing while managing Silicon Reef's internal IT services, including M365 tenant, Azure, & various SaaS applications.
  • Triage incoming technical issues, escalate when necessary, & proactively reduce future tickets by creating Knowledge Base articles & improving documentation.
  • Administer & optimize JIRA, create automations, conduct audits, & clean up procedures while contributing to Continuous Service Improvement Programs (CSIP) for operational efficiency.
  • Implement PowerShell scripts for client deployments, manage configurations, & streamline administrative tasks to enhance service delivery.
  • Provide support & administration for Intune, including app deployments, configurations, & asset management, ensuring devices are compliant with internal standards & client needs.
  • Assist in preparing for Cyber Essentials certification, focusing on asset management processes, device setups, & ensuring regulatory compliance.
  • Collaborate with Product & Development teams, assisting in testing & quality assurance for new products & custom solutions while providing insights to resolve recurring issues.
  • Support SharePoint administration, including site collection management, user permissions, & document workflows, while managing M365 applications such as Power Apps & Azure Active Directory.
  • Regularly report on issues raised & resolved, keeping clients & internal stakeholders informed of ongoing progress.
  • Demonstrate strong communication & troubleshooting skills, working independently & prioritizing tasks effectively in a remote environment.
  • Triage incoming technical issues, escalate when necessary, and proactively reduce future tickets by creating Knowledge Base articles in Confluence and improving documentation. Administer and optimize JIRA, including creating automations, auditing current issue and request types, customizing workflows, and editing customer-facing portals to enhance user experience.

Senior Technical Support Analyst

Carter Jonas LLP
Peterborough, Cambridgeshire
06.2021 - 06.2024
  • Resolved complex technical issues in third-line support stack, specializing in Problem Management & ensuring effective communication with end-users to maintain high standards of customer service.
  • Provided expert-level support in Admin 365 environments, including Azure, Hybrid Exchange, SharePoint, Teams, & Teams Telephony, with additional hands-on experience managing MITEL systems during transition to retirement.
  • Monitored health of networks across 34 offices, conducting regular visits to London, Oxford, & Birmingham to offer face-to-face IT support. Responsibilities included setting up Teams devices in meeting rooms, troubleshooting printer hardware, & conducting floor walks to ensure smooth IT operations.
  • Built, packaged, & shipped profiled laptops to users, ensuring accurate configurations & deployment across organization.
  • Engaged in server monitoring, deployed PowerShell scripts, & worked with Group Policy Editor to manage system settings. Participated in Change Management processes, assessing impact of scripts & solutions on business & stakeholders.
  • Created detailed Knowledge Base (KB) articles to document solutions & spread knowledge across team.
  • Gained experience in IaaS & PaaS through hands-on work with Azure, including server management, application deployment, & cloud solutions, enhancing service delivery & operational efficiency.
  • Provided technical support for property services applications such as Reapit and TRAMPS, ensuring smooth operation and troubleshooting issues for end-users.
  • Worked with payroll systems, including Sage Payroll, gaining exposure to payroll processes and assisting in resolving system-related queries.

Service Desk Analyst

CDW
Peterborough, Cambridgeshire
05.2019 - 06.2021
  • Provided expert-level technical support for high-profile clients, including TGI Fridays, The Entertainer, & BAE Systems, resolving issues related to Windows 7, Windows 10, & Office 365 environments.
  • Specialized in Active Directory (AD) & Citrix support, acting as Subject Matter Expert for more technically demanding clients.
  • Led Service Desk process improvements, including project management of service-level agreements (SLAs) for stakeholders. Implemented & deployed solutions to enhance performance, ensuring seamless transition to live environments.
  • Trained & mentored multiple Service Desk Analysts, fostering a knowledge-sharing culture & enhancing team performance.
  • Developed & maintained a comprehensive knowledge base with updates & new documentation to improve efficiency & troubleshooting processes.

Education

Project Management

Arden University (Tower Hill Campus)
London
11.2024 -

Skills

    Technical Support (M365, Azure, SharePoint)

    PowerShell Scripting & Automation

    IT Service Management (JIRA, ITIL, CSIP)

    Intune Administration & Device Management

    Project Management & Process Improvement

    Knowledge Base Development & Documentation

    Cybersecurity & Compliance

    Collaboration & Communication

Certification

CompTIA A+

ITIL v4

AZ-900

AZ-140

MS-900

PL-900

SC-900

Full Driving License

Languages

English
Native
Czech
Intermediate

Timeline

Project Management

Arden University (Tower Hill Campus)
11.2024 -

M365 Analyst

Silicon Reef
06.2024 - Current

Senior Technical Support Analyst

Carter Jonas LLP
06.2021 - 06.2024

Service Desk Analyst

CDW
05.2019 - 06.2021

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DANIEL DUNA