Domonic Womack

757-***-**** adzikc@r.postjobfree.com http://linkedin.com/in/domoniclwomack

Dedicated, Collaborative, Self- Motivated Leader with over ten-years of management experience in Customer Service and Information Technology. Extensive experience in identifying, analyzing, researching, and root cause analysis. Self-motivated with a skillset that balances management, communication, and process improvement to deliver productive results. Proficient in utilizing data-driven metrics to monitor, evaluate and track performance. Motivated to deliver excellent customer service and contribute to company success.

Professional Experience

IT SERVICE DESK PROGRAM MANAGER IRON BOW TECHNOLOGIES 2020-2021

Responsible for the day-to-day operations of a team of 14 Technical Support Representatives and 1 Supervisor, who provided overall customer satisfaction and produced 100% issue resolution.

Provided coaching and mentoring to team members regarding the technical and operational aspects of their jobs to develop them professional and maximize team performance.

Focused on career development for employee satisfaction and retention.

Oversaw daily operations of department, analyzing workflow, establishing priorities, developing standards, and setting guidelines. Aligned goals and maintained service contracts and SLAs.

Developed a variety of projects and strategies of Start-up Department.

Collaborated with HR and various business units to manage new-hire onboarding. Hired

developed and retained employee talent.

Established a 30-60-90-day development plan for new hires.

Facilitate customer meetings and served as the primary point of contact.

Led projects with direct and frequent collaborative interaction with the customer.

Analyze team statistics to prepare reports and create project status presentations for the Customer and Upper Management.

Manage project execution to ensure adherence to budget, schedule, and scope.

IT HELPDESK MANAGER DOLLAR TREE CORPORATE OFFICE 2012 - 2018

Responsible for daily operations of department, analyzing workflow, establishing priorities, developing standards, and setting deadlines.

Supervised and mentored a team of Tier 1 and Tier 2 Help Desk Associates who provided technical support and customer care to internal and external clients and varies business units.

Communicated corporate expectations and ensured all policies and procedures were enforced.

Conducted monthly individual Score Card appraisal meetings where individual performance metrics were discussed highlighting areas that need improvement, as well as areas where performance excelled.

Wrote and delivered annual performance appraisals.

Supervised all aspects of Help Desk operations to ensure service quality and user satisfaction.

Reviewed and monitored technical work for overall quality, efficiency, and timeliness.

Managed ticketing system, responding and resolving issues per SLA.

Met with department heads, managers, vendors, and others, to solicit cooperation and resolve problems.

Planned, proposed, and implemented new techniques to enhance operations, service, staff scheduling, and performance monitoring.

Phone Screened and interview potential employees; provided training and coaching to new hires to ensure employee success.

Conducted weekly department taskforce meetings, which included discussions on Helpdesk KPIs, overall metrics, department concerns and/or challenges, and new policies or procedures.

Project Managed – developed, tested, and implemented a store chats system which expanded and expedited customer service through a web-based platform.

Delivered Self-Service ticketing options for customers.

Processed weekly payroll, approved vacation, personal, and sick leave.

Performed, documented, and monitored disciplinary actions.

Determined when issues required escalation and took steps including, but not limited to, activating upfront communication, following-up on all open tickets through resolution.

IT HELP DESK ANALYST DOLLAR TREE CORPORATE OFFICE 2008 – 2012

Develop & maintain a more advanced working knowledge of store network systems, components, and the associated equipment that affect the operation of the store as well as working knowledge of store applications to determine proper course of action for problem resolution. This includes but is not limited to routers, switches, registers, register peripherals, PC, cabling, and wireless equipment.

Read technical manuals, confer with users, or conducted computer diagnostics to investigate and resolve problems to provide technical assistance and support.

Perform expanded hardware & software troubleshooting in accordance with documented requirements & departmental standards to ensure technically accurate solutions.

Maintain familiarity with and utilize all methods of communication resources including but not limited to telephone, voice mail, email, web chat and remote assistance applications such as PCAnywhere and Bomgar.

Use knowledge & logic to determine when equipment requires service and dispatch appropriate resources for resolution.

Collaborate with vendor technicians and other parties involved in incidents.

Provide accurate call documentation detailing specific accounts of all problems reported, symptoms identified, questions asked, and troubleshooting performed in HEAT.

Provide fast, friendly, and professional customer service to all callers.

Trained and mentored new associates hired for technical support. This included assisting the manager with training new hires which included effective communication, customer interaction, and troubleshooting.

CUSTOMER SERVICE DEPARTMENT LEAD NORDSTROM 2004 – 2012

Completed monthly schedules for customer service, as well as communications associates.

Assisted in training and coaching employees to use tools designed to enhance customer service and customer relations.

Educated employees on compliance issues; provided register application training; and provided basic troubleshooting on register software, peripherals, iPads, and MPOS devices.

Assisted customers with credit account concerns, payments, merchandise returns, and a variety of other services.

Future Nordstrom Leader Graduate, which trained individuals to become leaders within the company. Received Nordstrom Customer Service All-Star Award.

Certification Training/Clearance

Certified ScrumMaster (CSM)/Agile Training – GROW-LEAN LLC – April 2021

PMI Project Management Professional Training – INFOTEC (IT + Leadership Training) – October 2019

PMI Certified Associate in Project Management Training – INFOTEC (IT + Leadership Training) – October 2019

MS Project 2016 Intro & Advanced Training INFOTEC (IT + Leadership Training) – December 2019

PMP Exam Preparation Course – PROJECT MANAGEMENT ACADEMY – MARCH 2018

T4 Public Trust – January 2021

Technical Proficiencies

Software: MS Office (Excel, Word, PowerPoint, Outlook), Oracle (E-Business Suite)

Browsers: Internet Explorer, Chrome

Hardware: PCs, Laptops, Tablets

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Ticket Tracking Tools: HEAT, Remedy, Service Now

Remote Support: pcAnywhere, Bomgar, AirWatch

Time and Attendance: Compass, EBS

Experience & Highlights

Successfully completed over 10,000 hours on various IT and Operations Projects.

Member of Project Management Institute and Scrum Alliance Organization

10+ years’ experience in Leadership/Call Center Management.

10+ years’ experience in PC hardware and software support.

Experience with Customer Telephony software (CTI & Five 9), HEAT call logging, & Remedy.

Ability to support and troubleshoot mobile devices (Android & I-Phone), tablets, laptops, desktops, and printers.

Thorough understanding of computers/network architecture, Windows XP, 7, 8.1, and Windows 10 operating systems, and Microsoft Office.

Basic understanding of PC imaging, TCP/IP networking technologies, Group Policy Objects, SQL, and Crystal Reports.

Knowledge in remote computing options such as VPN, and Wi-fi.

Education

MANAGEMENT INFORMATION SYSTEMS

NORFOLK STATE UNIVERSITY, NORFOLK, VA

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