Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

DANIEL DUNA

Spalding,LIN

Summary

IT professional with over 5 years of experience specializing in Microsoft 365, Azure, PowerShell, and endpoint management. Expertise spans 2nd/3rd line support, custom SharePoint solutions, and admin-level management of Office 365 environments (Teams, Exchange, SharePoint). Proven track record in supporting Managed Service Providers (MSP), driving process improvements, automating tasks with PowerShell and Python, and optimizing cloud-based solutions across IaaS and PaaS.
Skilled in providing expert-level support to high-profile clients, including TGI Fridays and BAE Systems, while also collaborating with project teams to onboard clients and implement tailored IT solutions. Passionate about continuous learning, currently pursuing a Project Management degree, and committed to enhancing business operations through automation and cloud technologies.

Overview

6
6
years of professional experience
1
1
Certification

Work history

M365 Analyst

Silicon Reef
London
06.2024 - Current
  • Deliver frontline technical support for clients, troubleshooting and resolving Microsoft 365 issues via email, voice, and video conferencing, while managing Silicon Reef’s internal IT services—including the M365 tenant, Azure, and various SaaS platforms.
  • Collaborate with the Project Team to onboard new customers, assist with tenant and app configuration, and provide ongoing product support throughout the transition and adoption phases.
  • Deliver 2nd and 3rd line support for custom-developed SharePoint Online web parts, including the application of custom CSS to enhance branding, resolve UI issues, and ensure compatibility across client environments.
  • Leverage the JIRA and Confluence APIs to develop custom dashboards and automation scripts using Python, improving team reporting and reducing reliance on manual processes.
  • Administer and optimize JIRA and Confluence, create custom automations, conduct audits, and streamline workflows in support of Continuous Service Improvement Programs (CSIP).
  • Triage and escalate incoming issues, while proactively reducing future tickets by creating Knowledge Base articles and improving internal documentation.
  • Develop and implement PowerShell scripts and Power Automate flows for client-specific deployments and administrative automation, improving efficiency and reducing manual workloads.
  • Provide support and administration for Intune, including app deployments, device configuration, and asset management, ensuring compliance with both internal standards and client requirements.
  • Contribute to Cyber Essentials certification efforts by enhancing asset management, standardizing device setup processes, and supporting regulatory compliance initiatives.
  • Assist in testing and quality assurance of Microsoft-based products and custom solutions, offering insights to resolve recurring issues and improve technical delivery.
  • Administer Microsoft 365 apps including SharePoint Online, Power Apps, and Azure Active Directory—managing site collections, user permissions, and document workflows.
  • Possess foundational knowledge of Microsoft Copilot and its integration within the Microsoft 365 stack (Teams, Outlook, Word, Excel), with experience preparing environments for AI-powered productivity through data readiness, governance, and app familiarity.

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)
11.2024 -

Skills

  • Microsoft 365 Administration & Support (Teams, SharePoint, Exchange, Power Apps)
  • PowerShell Scripting & Automation (Deployment, Configuration, Task Automation)
  • Azure Administration & Cloud Solutions (IaaS, PaaS, Intune)
  • IT Service Management (ITIL, JIRA, CSIP) (Incident, Change, and Problem Management)
  • Client-Facing Support & MSP Experience (High-Profile Clients, Technical Troubleshooting)
  • Custom Solutions & SharePoint Web Parts (CSS, Branding, Customization, 2nd/3rd Line Support)

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