Manager Service

Dominic Medico

Midland, GA • 770-***-****

*******.**********@*****.*** • linkedin.com/in/dominicmedico

Engaging and process-oriented professional with the capacity to develop and drive a team toward ambitious performance through creation of an inclusive and innovative team culture.

— Key Qualifications —

Visionary professional with the ability to manage operational processes and apply various methods to changing conditions that are consistent with established methodologies and standards

Collaborative leader with high emotional intelligence, able to maximize the customer experience by building and sustaining effective communications with all stakeholders and cross-functional teams

Exceptional tactician and change agent with a sharp power of observation and the ability to ensure final work products meet all contractual requirements and quality standards

Ambitious, high-energy self-starter with a proven ability to plan, prioritize, manage, and ensure efficient and thorough delivery

Motivated team builder, known to lead by example by adhering to core values in all day to day interactions with colleagues and customers

Highly effective communicator and strategist with the capacity to use creativity to determine the best course of action for the business as a whole through use of skills that transfer across multiple industries and positions

Professional Experience

Scicom Infrastructure Services Atlanta, GA

Manager, Programs and Projects April 2019 to April 2020

Established strong foundation for success by creating process and documentation designed to improve the delivery of projects across the company

Recommended and implemented Service Management improvements for the company and its customers

Improved project management efficiency by building innovative project plan templates for reuse by others

Demonstrated insightful leadership and enhanced clarity of mission by completing SaaS implementation projects across customer base

Aflac Columbus, GA

Manager, Service Delivery June 2016 to April 2019

Demonstrated leadership and perseverance to drive innovation as ITIL / ITSM subject matter expert for the Service Management Office (SMO) as well as for internal customers and vendors

Enhanced corporate value by increasing buy-in with internal business customers on Service Delivery

Leveraged experience and skill as process owner for Incident Management, Problem Management, and Request Fulfillment

Captured substantial gains in efficiency and productivity as project manager for high visibility IT projects

Provided insightful vision and guidance as evangelist for the SMO and ITSM throughout the company

Exercised detailed analysis and judgment as primary resource for the creation of SOW documentation for new IT service contracts

Aflac Columbus, GA

ITSM Consultant December 2014 to May 2016

Delivered transformative innovation by bringing ITSM into the company

Demonstrated strong leadership and foresight through creation and management of the initial Service Portfolio for IT Enterprise Infrastructure Services

Improved Enterprise Infrastructure Services tracking, improving visibility and decision making for the VP

Shaped a vibrant, productive environment as ITIL / ITSM subject matter expert for the IT Division

Aflac Columbus, GA

Manager, IT Service Assurance December 2011 to December 2014

Defined direction that catalyzed coordination across departments through accountability for Incident, Problem, and Event Management Processes

Demonstrated innovation and capacity to excel by building and implementing Root Cause Analysis tool which resulted in faster incident resolution times as well as a reduction in the frequency of incidents

Maximized IT operational productivity and provided vital structure by creating new IT metrics in Production for improved trending and manageability

Reduced false positives 15% through effective event management

Silverpop (an IBM Company) Atlanta, GA

Manager - NOC May 2008 to November 2011

Exhibited exceptional ability to marshal appropriate resources by designing, staffing, and leading a 24/7 centralized Network Operations Center

Presented superior attention to detail while creating, documenting, implementing, and managing the IT Service Management processes across the company

Facilitated resolution of all Production issues; maintained 99.99% overall availability

Reduced Mean Time to Restore 10% by creating and documenting the knowledge base

Streamlined processes and clarified expectations by designing, building, and managing the monthly Governance package used to report to the CEO and all other C-Level executives

Additional Experience as Project Executive / Delivery Project Executive / Service Delivery Manager, IBM

Educational Background

Bachelor in Business Administration - MIS

Society of Management Information Systems - VP of Company Relations PA for MIS 3000

University of Georgia, Athens, GA

Community Engagement

Averaged Over 300 Annual Volunteer Hours Over Last Five Years

Boy Scouts of America Midland United Methodist Church

Technical Skills/Certifications

ITIL Expert in IT Service Management

Certified Scrum Master (expired 11/2019)

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