Open to opportunities

Dal Nanra

@dalnanra

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Customer-focused IT Support Specialist with strong technical skills.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer service and offers opportunities for professional growth.

I am a hardworking and passionate IT Support Specialist with a strong focus on customer service. My experience spans various roles where I have successfully provided first and second line support to users, ensuring their technical issues are resolved efficiently. I thrive in both team environments and individual settings, always ready to mentor and support my colleagues.

Throughout my career, I have developed a solid foundation in networking, server management, and system administration tools. My recent roles have involved working with technologies such as Active Directory, Azure, and Office 365, where I have honed my troubleshooting skills and ability to manage incidents effectively. I take pride in building rapport with users and delivering excellent customer service, as evidenced by positive feedback from those I have assisted.

Experience

Work history, roles, and key accomplishments

IT Support and Digital Integration Specialist

Tekihealth Solutions Ltd

Feb 2024 - May 2024 (3 months)

Provided first-line support to doctors and clinical professionals via email, telephone, and remote assistance. Managed, logged, and actioned tickets, including dealing with third-party companies like EMIS.

Remote Support G Suite TeamViewer Ticketing

Service Desk Analyst

The Camping and Caravanning Club

Aug 2023 - Feb 2024 (6 months)

Delivered L1/L2 support to all users, managing tickets via TrackIt and troubleshooting PC networking issues. Administered AD, GPO, Exchange, Azure (Hybrid), and O365.

Active Directory Group Policy Exchange Azure Office 365 Mitel Citrix VPN TrackIT

Service Desk Analyst

Hexaware Technologies/Chaucer

Apr 2021 - May 2023 (2 years 1 month)

Provided L1/L2 support to users in the UK and abroad, resolving incident and request tickets to SLA. Administered AD and O365, and managed tickets via ServiceNow.

ServiceNow Active Directory Office 365 SCCM Autopilot DUO Remote Support

ICT Specialist

West Midlands Combined Authority

Feb 2021 - Mar 2021 (1 month)

Provided remote support for calls logged via Avanti ITSM, resolving ICT requests and incidents. Performed Office 365 administration and AD password changes.

TeamViewer Office 365 Active Directory ZAC Softphone

Desktop Support Analyst

Warwick Hospital

Sep 2020 - Nov 2020 (2 months)

Provided Tier 2 field-based desktop support, handling 1st/2nd line support for medical facilities via ManageEngine. Prioritized workload for installations, updates, and patch management.

ManageEngine Patch Management Remote Support

Service Delivery and Asset Lead

Cygnet Healthcare

Apr 2020 - Sep 2020 (5 months)

Utilized Sysaid and LogMeIn to gather asset data for reports using MS Excel. Troubleshot and repaired hardware, including running benchmark tests and imaging new builds with MDT.

Sysaid MS Excel Spec Ops Deployment Asset Management SysAid

ICT Network Technician

Link2ICT/Capita /Entrust Technologies

Dec 2014 - Apr 2020 (5 years 4 months)

Installed hardware and software, including upgrading equipment and imaging with MDT. Provided 2nd line support to the Service Desk and managed Windows Server administration.

Office 365 Solus3 Windows Server Backup MDM Solutions

Education

Degrees, certifications, and relevant coursework

Henley College Coventry

Level 3 NCVQ, Information Technology

1997 - 1997

Completed a Level 3 NCVQ in Implement Information Technology, gaining foundational knowledge in IT implementation. This program provided practical skills relevant to information technology.

JBC Computers Ltd Coventry

Level 2, Computer Maintenance & Installation

1997 - 1997

Achieved a City & Guilds 'Level 2' in Computer Maintenance & Installation, focusing on practical skills for maintaining and installing computer systems. This included hands-on experience with various computer components.

Coventry Technical College Butts

BTEC National Diploma, Computer Studies

1995 - 1995

Obtained a BTEC National Diploma in Computer Studies, covering a broad range of computer-related subjects. The curriculum included theoretical and practical aspects of computer science.

Coventry ITeC Butts

Level 2, Information Technology

1993 - 1993

Completed a City & Guilds 'Level 2' in Information Technology, developing core IT skills and understanding. This qualification provided a solid foundation in information technology principles.