Dominic Lee Jennings

• Tasked with coaching and training team members in the Americas region
• Responsible for hiring in the Americas region
• Managing vendor relationships and procurement
• Responsible for deploying, evaluating, and maintaining the IT infrastructure for North, South and Central America
• Responsible for providing advanced technical support and administration for Convera North America
• Designated lead for Convera North, South and Central America
• Responsible for assisting technicians and all other IT related needs in these regions
• Responsible for creating articles in the Convera Service Now knowledge base
• Responsible for IT asset management in the U.S.
• Diagnose and resolve issues involving Convera issued hardware, as well as Convera owned and or supported software
• Performing administrative task in O365
• Managing end user accounts and access within Okta
• Assist with the administration and configuration of Convera’s Azure AD cloud-based environment
• Assist with the administration and configuration of Convera’s Microsoft Intune environment
• Assisting Convera members with the configuration of their workstations, mobile devices, and applications
• Assist in the configuration and troubleshooting within cloud storage applications such as Box and OneDrive
• Managing Windows workstations, packaging, and deploying software via Workspace ONE and AirWatch
• Managing Windows autopilot deployments via Intune Microsoft Endpoint Manager
• Assist with the management of the Convera Mac environment using Jamf
• Implement, install, configure, monitor, troubleshoot and evaluate existing and new operating systems and equipment
• Responsible for the deployment of all IT asset sin the Americas.
• Respond to customer issues and inquires via email and our Service Now ticketing system
• Resolving issues successfully in accordance with established guidelines and SLA’s
• Coordinate effectively with other departments as needed and document activities regarding major outages and changes
• Responsible for the deployment and support for Zoom conference rooms in North America
• Dispatch Dell and Apple technicians to Convera members locations to replace in warranty hardware components that are deemed defective during the troubleshooting process
• Responsible for supporting Convera’s Amazon Workspaces cloud desktop environment

This was a technical role with no leadership responsibilities. I was promoted to my current role above which includes leadership.

• To provide advanced technical support of Overland-Tandberg’s storage solutions to end users, resellers and field personnel via telephone and email
• Diagnose and resolve all software and hardware related issues for LTO6-9 IBM OEM tape libraries & drives, Dell OEM servers, and other backup solutions including RDX QuikStor and QuikStation
• Assisting customers with the configuration of their IBM OEM tape libraries, RDX and or Dell OEM server solutions.
• Assist in the configuration and troubleshooting of customer issues within backup applications such as Veeam, BackupExec, Archiware and Commvault
• Support customer issues related to Dell’s IDRAC server software
• Support customer issues with Windows Server2012-2022.
• Implement, install, configure, monitor, troubleshoot and evaluate existing and new operating systems and equipment
• Ensure all devices meet standards for security protocols
• Review logs for RDX QuikStor, QuikStation and IBM OEM Tape libraries & drives
• Use the information in the logs to resolve software and hardware related issues
• Respond to customer issues via email and phone
• Using the NetSuite ticketing system; resolving issues successfully in accordance with established guidelines and SLA’s
• Coordinate effectively with other departments as needed and document activities regarding major outages and changes
• In charge of submitting RMA orders to replace defective hardware components on customers tape libraries, RDX equipment and servers
• Using the NetSuite ticketing system to create, route and resolve incidents
• Providing advanced troubleshooting for Dell OEM branded servers and storage solutions such as the Dell T3000-T6000 and Dell servers T2000-T6000
• Dispatch technicians to the customers location to replace hardware components that are deemed defective during the troubleshooting process

• To provide advanced on-site and remote technical support for CGI employees and clients
• Providing advanced on-site and remote technical support for all CGI employees, contractors and interns
• Diagnosing and resolving all software and hardware related issues
• Implement, install, configure, monitor, troubleshoot and evaluate existing and new operating systems along with company provided hardware
• Ensure all client machines meet standards for security protocols
• Responsible for asset management; build-out and deployment of new employee laptops and thin clients.
• Keeping track of all IT related assets as well as warranty information for those assets
• Respond to customer issues via email, outbound phone calls, in person or using the Remedy ticketing system, resolving issues successfully in accordance with established guidelines and SLA’s
• Coordinate effectively with other departments as needed and document activities regarding major outages and changes
• In charge of creating, updating and reviewing knowledge base articles in confluence for the CGI IT department
• In charge of creating, updating and reviewing knowledge base articles in confluence for the CGI IT department solve technical issues
• Providing support for company issued printers and fax machines
• Using the Remedy ticketing system to create, route and resolve incidents
• Remedy is also used to create changes and submit service request
• Using Active Directory to create user accounts, groups, add rights, reset passwords as well as disabling user profiles upon employee termination
• Providing advanced troubleshooting for Microsoft Outlook2016, Skype for Business and all other Microsoft Office365 applications
• Configuring and providing support for the company’s Unified Access NetScaler VPN solution
• Responsible for assisting the network team with wireless access points, server administration and the office LAN
• Responsible for conference room/av support, Nuerva Span, Zoom Rooms and Cisco WebEx boards
• Supporting and troubleshooting McAfee antivirus suite
• Assist with imaging company assets prior to deployment.
• In charge of technical support, deployment and the testing .of new solutions for CGI’s Mac environment
• (176 mac users)
• Assisting with technical support and office standardization for CGI client locations in the US West region. standing up brand new offices in that region
• Assisting with technical support and office standardization for CGI client locations in the US West region

• To provide advanced on-site and remote technical support for DocuLynx employees as well as maintaining the company’s software applications and servers
• Providing advanced on-site and remote technical support for all DocuLynx employees and contractors
• Diagnosing and resolving all software and hardware related issues
• Maintenance of the business software applications and servers
• Track end-user software licenses
• Implement, install, configure, monitor, trouble shoot and evaluate existing and new operating systems along with company provided hardware
• Ensure all client machines meet standards for security protocols
• Responsible for asset management; purchase, build-out and deployment of new employee laptops and thin clients
• Keeping track of all IT related assets as well as warranty information for those assets
• Respond to customer issues via email, phone, in person or using the Jira ticketing system, resolving issues successfully in accordance with established guidelines
• Coordinate effectively with other departments as needed and document activities regarding major outages and changes
• Responsible for the creation and monitoring of policies and standards related to the use of computing resources
• In charge of creating, updating and reviewing knowledge base articles in confluence for the DocuLynx IT department
• Providing support for company issued printers and fax machines
• Responsible for the configuration and support of the Vonage VOIP phone system and desk phones
• Using the Jira ticketing system to create, route and resolve incidents
• Jira is also used to create changes and submit service request
• Using Active Directory to create user accounts, groups, reset passwords as well as disabling user profiles upon employee termination
• Providing advanced troubleshooting for Microsoft Outlook2010,2013,2016 and all other Microsoft Office365 applications
• Configuring and providing advanced support for all email related issues using either the Exchange Management Console or the Outlook desktop application
• Configuring and providing support for the company’s Juniper Network Connect VPN solution
• Perform physical and network connectivity troubleshooting
• Support and monitor AVG antivirus for all DocuLynx employees via employee pc’s and or AVG server
• Support and maintenance of virtual machines
• Responsible for assisting the Sr
• System Administrator with the patching of Windows2008,2012 and2016 servers
• Responsible for conference room/av setups

• To provide advanced troubleshooting of escalated customer inquiries regarding Nissan Motor Corporation web applications
• Educating Nissan employees and Nissan dealers about PC equipment, e-mail and software in a high-volume/high-demand inbound call center environment
• Providing advanced technical phone support for our Nissan employees and application technicians, Diagnose and resolve software/hardware problems including identifying customer premises equipment
• Work with all National help desks, National and Regional operations centers, and local technical staff to investigate, assess, and resolve issues
• Respond to customer issues in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
• Inform management of all unresolved complaints
• Contribute to the development and maintenance of expert database, call tracking systems, and Intranet
• Coordinate effectively with other departments as needed and document activities regarding major outages
• Managing call queues and daily reports as well as employee stats, such as average handle time, after call work, lunches and breaks
• Assisting service desk employees with coaching’s, escalated calls and questions
• Using active Directory to reset passwords for corporate users as well as enable and disable user profiles
• Providing basic troubleshooting for Microsoft Outlook2013 and Microsoft Office
• Performs VPN token resets and Certificate renewals for end users
• Providing in depth documentation to Management, Senior managers and Directors

• To provide advanced troubleshooting of escalated customer inquiries regarding Time Warner HSO products and services including digital phone
• Educating Time Warner customers about PC equipment, e-mail, software, and cable modems in a high-volume/high-demand inbound call center environment
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
• Provide advanced technical phone support for our digital phone subscribers and field technicians, diagnose, and resolve software/hardware problems including identifying customer premises equipment
• Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate, assess, and resolve issues
• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
• Inform management of all unresolved complaints
• Contribute to the development and maintenance of expert database, call tracking systems, and Intranet
• Coordinate effectively with other departments as needed and document activities
• Create accounts and update information on existing accounts
• Properly use billing, provisioning, trouble–ticketing, and related customer-management systems
• Monitor, track, and report customer issues on newsgroups, forums, and message boards and communicate pertinent issues to management
• Implementing the CompTIA six-step troubleshooting process to resolve customer issues