Brandon Shaun Daniels
Senior IT Desktop / Network Engineer
Bloemfontein
Summary
With 10 years of computer systems and network technical experience in the Information Technology field, I have the ability to understand problems and find solutions through expert troubleshooting and problem-solving. My skills in evaluating, analyzing, and troubleshooting make me a detail-oriented technical support engineer capable of resolving technical issues in both hardware and software. As a resourceful, flexible, and committed team player, I am reliable in meeting tight deadlines. With ample experience in IT, customer service, and technical support, I excel at troubleshooting, diagnosing, and designing computer systems to meet client needs. I am eager to enhance my skills and achieve growth within the organization. Additionally, as a knowledgeable Network Administrator, I am qualified to upgrade software and hardware while monitoring network performance. With a background in implementing cybersecurity products such as firewalls, antivirus software, and intrusion prevention systems, I am an enthusiastic professional who has successfully led multiple projects to improve system efficiency and user satisfaction. Throughout my career, I have consistently demonstrated expertise in troubleshooting and providing exceptional support while showcasing strong problem-solving and communication skills. Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
13
13
years of professional experience
2
2
Languages
Work History
IT Data Analyst, Internal Audit
PricewaterhouseCoopers
Bloemfontein
11.2022 - 03.2025
- Produced reports using advanced Excel spreadsheet functions
- Coordinate statistical data analysis, design and information flow
- Designed dashboards displaying real-time sales and customer data
- Evaluated consistency of intelligence data against business needs to determine optimal courses of action
- Automated data processing and migration using innovative tools to boost productivity
- Improved data integrity with rigorous auditing and cleansing
- Performed system analysis, documentation, testing, implementation and user support for platform transitions
- Analyses of large datasets, drawing meaningful conclusions and providing actionable recommendations
- Used statistical methods to analyze data and generate useful business reports.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Improved decision-making processes with accurate data analysis and visualization techniques.
Senior Technical Support Engineer
PricewaterhouseCoopers
Bloemfontein
05.2017 - 11.2022
- Collaborate with the Service Desk Manager/SLA and OPS Manager to escalate significant incidents that require immediate attention
- Manage the entire life cycle of incidents that impact the service offered to end-users, assigning incidents that cannot be resolved by the service desk to second- or third-line support resources and coordinating the reaction of these resources
- Manage incidents critical to customers, encompassing customer communication, activities, and appropriate escalations
- Resolve network issues on Switches, Routers, NTU's, ATA's, Wireless Access Points
- Manage Lotus Notes Databases for Printer consumables usage and IT asset administration
- Group Policy, WSUS, SCCM, McAfee troubleshooting and upkeep
- Troubleshooting Cisco IP Telephone and end-user administration
- Connected Backup setup, troubleshooting and upkeep
- Active Directory administration and troubleshooting
- Provide Pastel /Payroll Technical support
- Risk based assessments of internal audits
- Monitoring of all ISMS systems and infrastructure
- CRM database Administration
- Citrix User Administration
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance
- Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences
- Communicated technical concepts to customers clearly by phone, email and online chat
- Resolved high volume of allocated incidents faster than company averages
- Created assessment reports of equipment issues and resolutions using operational data
- Supported out-of-hours service by working unsociable hours on-call
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems
- Managed and prioritized allocated incoming support tickets
- Reported incidents, risks and hazards by following set procedures
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience
- Provided technical support throughout development phases of new products
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate
- Provided remote support for product functionality, maintenance and troubleshooting
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
Senior IT Support Engineer
Datacentrix
Kimberley
12.2015 - 04.2017
- Installing, maintaining, re/configuring, managing, restoring, upgrading and troubleshooting of computer systems and related equipment
- Installing, maintaining, re/configuring, managing, upgrading and troubleshooting of networking systems
- Diagnosed application errors, network connectivity problems, hardware failures, user errors, printers or cables
- Participated in field installations, engineering and customer support
- Enhanced computer/network performance and security
- Provided remote support the SDA's and 2nd LE's
- Conduct effective handovers at the beginning and end of each shift
- Ensured that entries captured into the ITSM are accurate paying attention to the description of journal entries and resolution notes
- Maintained, configured and restored flight information display systems
- Supervised the external contractors on sight by planning maintenance schedules and resolution reports
- Maintained high level of support by consistently improving knowledge of operating systems and application software
- Provide line help desk remote and telephone support to clients
- Managed Microsoft defender antivirus server to ensure security and integrity of network data was held to the highest standard
- Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.
- Improved system stability by implementing proactive IT maintenance and monitoring procedures.
Senior IJS Technician
Biometric Enhancement Solutions
Kimberley
07.2013 - 11.2015
- Assisted with installing new workstation, laptops and printers at different SAPS offices across the Northern Cape with rollout projects
- End user support installation of hardware and software
- Support on dell, proline and mecer workstations and laptops
- Configured workstations and laptops to the domain
- Installation of AVL (tracking system)
- Installation of mainframe and gems software
- Configured and installed e-docket scanners
- Supported mobile units including blackberry, samsung, tablets and i-pads
- Installation of the printer's/print servers
- Observed manuals and manufacturer instructions to effectively install and troubleshoot devices
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
Senior Desktop Engineer
Mono Computers
Kimberley
05.2012 - 06.2013
- Supported Caltex, shell and total garages on post systems
- Supported pub systems for all contracted retail stores
- Installed and configured windows 7 and 8 operating systems
- Maintained accurate technology asset registers
- Provided physical installation of printers, ups's, desktops, slip printers keyboards and scanners
- Installed and configured voice over internet protocol units within all affected retailed stores
- Maintained and replaced cisco units
- Participated in the design of Active Directory structures to optimize group policy management for desktop systems and end users.
- Assisted in developing business continuity plans that ensured minimal impact on operations during critical events.
Education
CompTIA N - Computer Networking
Boston College
Bloemfontein, South Africa 06.2022 - 06.2022
CompTIA A+ - Hardware, Operating Systems, Networking, Security
CTU Training Solutions
Bloemfontein, South Africa 07.2021 - 07.2021
ITIL 4 Foundation in IT Service Management - IT Service Management Concepts
Axelos
Bloemfontein, South Africa 10.2019 - 10.2019
Skills
Active Directory management
Group policy administration
Network protocols
LAN/WAN
Problem-solving aptitude
Attention to detail
Network configuration
Diagnostic testing
Hardware and software repair
Technical troubleshooting
Desktop support
Remote technical support
Network support
Timeline
IT Data Analyst, Internal Audit
PricewaterhouseCoopers
11.2022 - 03.2025
CompTIA N - Computer Networking
Boston College
06.2022 - 06.2022
CompTIA A+ - Hardware, Operating Systems, Networking, Security
CTU Training Solutions
07.2021 - 07.2021
ITIL 4 Foundation in IT Service Management - IT Service Management Concepts
Axelos
10.2019 - 10.2019
Senior Technical Support Engineer
PricewaterhouseCoopers
05.2017 - 11.2022
Senior IT Support Engineer
Datacentrix
12.2015 - 04.2017
Senior IJS Technician
Biometric Enhancement Solutions
07.2013 - 11.2015
Senior Desktop Engineer
Mono Computers
05.2012 - 06.2013