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Daine Brissett

@dainebrissett

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Senior Systems Engineer and Business Technical Analyst improving secure, reliable IT.

Zimbabwe

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What I'm looking for

I’m looking for a role that values innovation and continuous professional growth, where I can combine secure systems engineering with business-focused technical analysis—leading initiatives end to end, mentoring teams, and driving reliable operations.

I’m a dedicated Senior Systems Engineer with 10+ years delivering secure, stable desktop and server environments across Windows, Linux, and MAC. I specialize in deployment and support, with hands-on administration of Windows Servers, Linux systems, and virtualized platforms.

I lead with meticulous patch management for both Windows and Linux to maintain strong security postures, and I manage end-to-end change from assessment through documentation and implementation. I’ve also supported third-party applications for business use, understanding both systems and business analysis from inception to completion.

In my current role as a Business Technical Analyst at Optimum Mobile, I provide multi-level support for contact center operations—triaging issues from chats, emails, and phone calls, monitoring IVR and chat performance, and using ServiceNow to manage incidents and requests by severity. I analyze chatbot interactions and customer journeys, develop reports to identify trends, and create clear operational documentation for business and IT teams.

Previously at ITEL International, I managed patching for 5000+ systems and guided patch-management teams using ManageEngine Endpoint Central for deployment, imaging, and mobile device management. I’ve also administered Active Directory, DHCP, DNS, virtualization infrastructure (Windows Hyper-V and VMware), and cloud environments (MS Azure and AWS), while mentoring junior administrators and overseeing projects with precision and efficiency.

Experience

Work history, roles, and key accomplishments

Current

Business Technical Analyst

Current

Optimum Mobile

Mar 2024 - Present (2 years 3 months)

Provided multi-level support for contact center operations by triaging issues from chat, email, and phone. Managed incidents and vendor outages in ServiceNow, monitored IVR/chat performance, optimized chatbot flows, and produced trend reports and operational documentation.

ServiceNow Incident Management IVR Chatbot Analytics Vendor coordination Reporting & Analytics Contact Center Systems Root Cause Analysis

Senior Systems Engineer

Itel International

Dec 2021 - Mar 2024 (2 years 3 months)

Administered Windows/VMware environments including Active Directory, virtualization hosting, and patch management for Windows and Linux systems supporting 5000+ desktops and servers. Guided patch management and maintained Endpoint Central for imaging, deployment, and mobile device management, while also managing O365/Exchange/Teams administration and infrastructure fault management.

Windows Server Administration Active Directory Patch Management VMWare Hyper V Microsoft Office 365 Teams Admin Center Ticketing & Change Processes

Senior Site Support Technician

Ibex Global

Dec 2020 - Dec 2021 (1 year)

Monitored platform health and performance for desktop and application pools and VMs to proactively identify capacity issues and troubleshoot faster. Administered Active Directory, managed Linux and Windows patch management, supported Citrix virtualization, maintained Windows desktops, and contributed to high-availability planning and fault management.

Active Directory Administration Patch Management Citrix Capacity Performance Troubleshooting High Availability Vendor Support

Group Product Rollout Engineer

Digicel Group

May 2017 - Jun 2020 (3 years 1 month)

Led Linux application and database rollout projects, serving as primary point of contact for upgrading and deploying Digicel applications. Directed release testing and monitored logs to diagnose root causes, supervised a team of 2–4 junior engineers, and managed upgrades and maintenance across 32 internal business applications.

Linux Server Administration Application Deployment Log Management Root Cause Analysis Project Planning Agile Collaboration Team Leadership

IT Helpdesk Specialist

Digicel Group

Apr 2015 - May 2017 (2 years 1 month)

Provided IT helpdesk support across 32 markets using ManageEngine ServiceDesk while maintaining service levels and managing the ticket queue. Troubleshot Windows Server issues (2008/2012/2016), supported Active Directory and Office 365 user management, deployed updates via SCCM, and supported Citrix and Sunray virtual environments.

ManageEngine Active Directory Microsoft Office 365 SCCM Hardware Support IT documentation

Customer Care Technical Analyst

Digicel Group

Jun 2012 - Apr 2015 (2 years 10 months)

Supported call center agents by diagnosing reported network/technical issues and partnering with Tier 3 teams to determine outage causes. Reviewed CRM activity to identify call trends, updated IVR messaging, communicated outage updates to contact center management, and produced reporting and SOP documentation.

Contact Center Reporting IVR Message Updates

Technical Support Representative

Mona School Of Business

Jun 2008 - Jun 2012 (4 years)

Installed and maintained server hardware infrastructure and supported Linux web/application and database servers after deployment. Built and tested virtualized environments (VMware/VirtualBox) for open-source tools (Asterisk PBX, OrangeHRM, project.net), provided desktop support for Mac and Windows, and created technical documentation and training materials.

Virtualization Orange HRM