Desktop Support Analyst
Resume:
Danita Lynn Gaymon
Email: *******@*****.***
Contact: +1-404-***-****
IT Manager Desktop Support Manager SR. Infrastructure Engineer Senior Support Analyst
OBJECTIVE:
Dynamic Information Technology Support Analyst aiming to utilize my comprehensive expertise in infrastructure design to enhance efficiency and innovation in a progressive organization. Highly focused on optimizing IT operations, strengthening security protocols, and deploying advanced solutions that support and enhances business objectives. As a Desktop Support Manager/Senior Analyst provided Executive Support/C-Level/White Glove Support, my role involved delivering exceptional technical assistance tailored to the unique requirements of senior executives.
SUMMARY:
I am an enthusiastic, empathetic IT Professional with a focus on system infrastructure, network administration, along with a passion for leveraging technology to drive business success and total Customer Satisfaction. With over 24 years of experience in the IT industry, I have honed my skills in designing, implementing, and managing complex infrastructure systems that empower organizations to thrive in today's rapidly evolving digital landscape. Experienced IT Manager with a strong track record in optimizing network infrastructure, enhancing system security, and ensuring seamless operations. Skilled in troubleshooting complex issues and implementing scalable solutions. Adept at designing and implementing innovative IT solutions with a commitment to leveraging emerging technologies for transformative initiatives.
Skillsets: Networking (AZURE) • NT • CISCO UCCX-UCCM Administration• RightFax• VDI’s• Multi Factor authentication• SAP/SAS Support• IT Compliance and Risk Management• IT Project Implementation • Network Engineering • Testing • Customer Service Management • Cloud Computing • ITIL • Multifactor Remote Assistance• SQL • Network Infrastructure Architecture • Managed Services • Database Administration • Call Center Administration • Identity and Access Management (IAM) • ServiceNow • Relationship Building • Workload Prioritization • Ticketing Systems • Documentation • Problem Solving • Interpersonal Skills • Communication • End User Training • Teamwork • Customer Support • Network Infrastructure • Office 365 Administration • Group Policy • Cisco Certified • Windows Server • IT Service Delivery • Quality Assurance • Leadership • Networking • Customer Service • Active Directory • Troubleshooting • Data Center Infrastructure • Technical Support •Help Desk Support • Information Management • Management • Engineering • Tech-Savvy • System Administration • Information Technology • Databases • SQL • Disaster Recovery • Project Management • SharePoint • Microsoft SQL Server • IT Process Improvement. Contact Centers • Microsoft Products • Call Center Development • Microsoft Office • Microsoft Exchange • Server Administration • IT Hardware Support • IT Management • Desktop Application Support • Infrastructure • IT Operations • IT Service Management • IT Project & Program Management • IT Integration • Wireless Networking • Service Desk • Operating Systems • Hardware Support • Computer Repair •
EXPERIENCE:
Role: Senior Infrastructure Engineer 11/2020 to 11/25/2024
PEOPLE'S UNITED BANK Bridgeport CT
Responsible for overseeing the bank's technical infrastructure, ensuring robust disaster recovery protocols, and leading a team of 16 skilled technicians to drive efficiency and innovation, ensuring full operational readiness at critical disaster recovery sites.
Role: Desktop Support Manager 02/2013 to 11/25/2020
KEY ACCOMPLISHMENTS
Enhanced the bank's technical capabilities through the successful configuration of Dell servers, resulting in a consistent 100% readiness rate at the disaster recovery site during critical situations.
Provide seamless, personalized, and high-priority technical support to senior level executives (ED, CEO, and GM) and their administrative teams.
Documented and standardized procedures for hardware setup, reducing branch deployment time by 10%, facilitating rapid bank expansion.
Delivered “White-Glove” IT support, ensuring a professional, timely, and meticulous experience that exceeds expectations.
Address sensitive IT needs swiftly while ensuring confidentiality and professionalism.
Delivered IT support to bank executives, ensuring a 99% satisfaction rate, and minimizing disruptions to strategic initiatives.
Danita Lynn Gaymon
Orchestrated and led a team of 16 technicians in establishing an enterprise laptop clinic and online portal, increasing knowledge sharing by 25%.
Diagnose/troubleshoot complex hardware/software issues on both PC/MAC/VDI platforms for high-stakes operations.
Provided real-time technical support for virtual and hybrid events.
Collaborated with all Business Units to provide exceptional IT Support, to exceed service levels.
Ensure the optimal functioning of Executive Scheduling/Calendars, Exchange Mail systems, Active Directory services, and Network, Enterprise collaboration tools.
Role: Senior Desktop Support Analyst 05/2005 to 02/2013
PEOPLE'S UNITED BANK
Spearheaded performance initiatives, managed hardware and software installations, implemented strategic projects that enhance internal communication and drive employee satisfaction. Provided exceptional IT support, all while fostering a positive and collaborative team and work environment.
KEY ACCOMPLISHMENTS
Led IT initiatives that enhanced internal communications and knowledge sharing, resulting in improved team collaboration.
Set-up, managed, and resolved issues with Zoom and other video conferencing platforms during critical executive meetings, ensuring flawless connectivity and communication.
Oversee updates, system setups, and configurations for executive-level equipment.
Managed the bank's disaster recovery site and ensure a 100% readiness rate during crisis by configuring and maintaining Dell Servers/VDI’s/Desktops and Laptops. Provided exceptional IT support to senior executives, achieving high satisfaction rates which enabled executives to focus on strategic objectives.
Offered training and guidance to senior executives to maximize their productivity with tools such as Outlook, Exchange Mail, and other key applications.
Conducted regular performances reviews and implement initiatives that boost employee satisfaction and productivity.
Communicate effectively with technical and non-technical stakeholders, maintaining professionalism and transparency.
Role: Senior IT Analyst 03/2003 to 05/2005
DIVERSIFIED INVESTMENT ADVISORS Purchase NY
Responsible for hardware device management, system upgrades, and break/fix solutions with senior executives and remote offices to maintain seamless IT operations and user satisfaction.
KEY ACCOMPLISHMENTS
Delivered comprehensive break/fix solutions for 600 internal and 220 field users, achieving a remarkable 99% issue resolution rate and ensuring consistent IT operations.
Spearheaded the implementation of McAfee Antivirus across the organization, ensuring robust cybersecurity measures and achieving a 98% malware-free IT environment.
Stay informed about emerging technologies to recommend enhancements that align with organizational goals.
Planned and executed operating system upgrades, conducted end-user training that resulted in an 88% user proficiency rate, and achieved a seamless transition to new systems.
Role: Lead Desktop Support Analyst 01/2001 to 01/2003
DIAGEO/GUINNESS UDV Stamford CT
Focused on system functionality, cybersecurity, and end-user satisfaction across various platforms. Provided Level III Desktop, Laptop and technical expertise to drive performance improvements, reduce security incidents, and enhance overall technological environments.
EDUCATION:
MBA: Business Administration 2011 from University of Phoenix, Norwalk, CT
Bachelor of Science: Corporate Communications 1992 from Southern Connecticut State University, New Haven, CT
CERTIFICATIONS:
Cisco Certified Network Professional Voice (CCNP) 2020 Certified
Project Management Level I Certified
ITIL V3 Team Lead
Open Span Certified Developer
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