Neil Daye

Service Desk Analyst II - Puma North America - Toronto, Ontario

(2022-07)

Actively document, investigate and resolve hardware, software, access and setup issues on behalf of corporate and retail staff.
Manage user and computer access through active directory, performing password resets, enabling/disabling computer accounts and providing file access to ensure seamless user operations.
Onboard new in-office and remote team members, provide guidance on I.T processes, and facilitate access to all applicable software and hardware.
Purchase, setup, & manage distribution of mobile devices
Work diligently on complex network outages at times collaborating with vendors ultimately minimizing retail store downtime.
Facilitated regional projects consisting of more than thirty plus corporate users and 19 retail store managers. Projects included windows 11 and MacBook corporate computer OS and system upgrades. Store manager mobile phone deployment, multifactor authentication setup, store label printer rollout, uniflow rollout and store pinpad terminal testing.
Conduct meetings with various vendors regarding hardware upgrades & office installations/repairs, as well as project cost optimization.
Oversee the lifecycle of computer and mobile assets to maintain strict inventory control, data security and budget alignment.

Service Desk Analyst - Sienna Senior Living - Markham, Ontario

(2018-07 - 2021-10)

Delivered IT support for a large network of senior’s care homes in addition to the corporate office.
Resolved HP hardware, software and telecommunication issues i.e. MS Office 2016/m365, Skype for business, Zoom & Avaya IP Softphone.
Collaborated with internal teams and vendors to resolve complex network related matters ensuring minimal disruption to service.
Deployed Windows 10 OS to HP computer systems and medical tablets at corporate and remote sites utilizing System Centre Configuration Manager as deployment tool.
Utilized active directory for identity and access management
Proactively replaced computer parts mitigating cost of replacing out of warranty units at remote sites.
Initiated training with new employees outlining IT processes for various scenarios,

Service Desk Technician - Miller Group - Markham, Ontario

(2008-06 - 2018-07)

Investigated and resolved issues pertaining to Dell PC’s
Canon printers and various software applications
Compiled thorough documentation of incident/service requests through TrackIT ticketing software, enhancing visibility and tracking of support scenarios.
Deployed and redeployed standard windows 7 image to pc.
Executing strengths in problem analysis and in coordination with other support groups resolved a large number of client or site problems relating to network connectivity, i.e. Wi-Fi, network switch, AP, ISP etc.
Visited remote locations to troubleshoot network issues related to infrastructure or computer hardware.
Cohesively worked with vendors for installations or problem resolution.

Help Desk Support Specialist-Junior Network Administrator - Footmaxx - Toronto, Ontario

(2006-09 - 2008-02)

Served as first point-of-contact support to Podiatrist and Chiropractors for footmaxx gait scan hardware, software, Dell laptops and standard applications.
Installed windows xp on laptops, joined to domain as part of standard setup in addition installing footmaxx gait scan software.
Ensured vpn connectivity/configuration for successful transmission of gait scan from clients.
Managed activity directory user and computer accounts.
Performed quality testing on scanner
Referred to in-house database JD Edwards ERP software on AS/400, for inventory, customer tracking, order creation and processing.
Performed nightly fileserver backup.

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