Information Technology Customer Service

Dominic Griffin

Professional Summary

A talented communicator offering IT leadership with a focus on aligning technology solutions to organizational goals. Adept at improving operational efficiency, managing cross-functional teams, and translating complex technical concepts for non-technical audiences. Seeking a fast- paced work environment with a culture that breeds respect, wellness, and professional growth. Core Competencies

• Process Improvement

• Active Directory / Azure AD

• Cybersecurity

• Vendor Management

• Network Security

• Disaster Recovery

• Microsoft 365 Suite

• Intune MDM

• Project Management

• Windows Server 2019+

• Network Architecture

• Process Automation

• Customer Service

• Virtual Environments (VMware)

Professional Experience

Information Technology Consultant

Greater KC LINC, Inc. — Dec 2024 – Mar 2024

Managed IT expansion and tech upgrade efforts.

Information Services Director

Greater KC LINC, Inc. — Nov 2023 – Jun 2024

Led IT operations and strategic planning to support organizational effectiveness across the Greater Kansas City area. Managed a team of five, oversaw all infrastructure, and implemented robust cybersecurity protocols.

Key Responsibilities:

• Directed and mentored IT staff to optimize performance.

• Oversaw system administration and ensured uptime and reliability.

• Planned and executed projects aligned with business goals.

• Led cybersecurity initiatives to protect sensitive data.

• Provided senior-level technical support.

Accomplishments:

• Led full IT infrastructure overhaul, reducing downtime and increasing efficiency.

• Implemented advanced cybersecurity measures.

• Championed digital transformation efforts with collaboration tools.

• Promoted professional development within the IT team. Network Engineer / Helpdesk Manager

Heubel Material Handling — Dec 2021 – Jul 2023

Managed enterprise infrastructure, supported mobile and remote workforces, and led Microsoft 365 and Intune MDM initiatives across a distributed network. Key Projects & Responsibilities:

• M365 Tenant Admin (E5)

• Deployed and managed Azure AD, Intune, Defender for Endpoint

• Led MDM deployment and training

• Supported 324+ service technicians across 7 states

• Managed mobile devices (iOS, Windows)

• Administered GPS fleet management (GeoTab)

Accomplishments:

• Upgraded bandwidth at all locations to support Microsoft roadmap

• Eliminated DUO MFA costs by implementing Microsoft MFA

• Deployed VLANs, SD-WAN, EDR, PAM, and DNS security Information Technology Director

Yaeger Architecture — Jan 2016 – Dec 2021

Oversaw IT strategy, cloud migration, cybersecurity policy, and Microsoft 365 administration for a midsize architectural firm.

Key Projects:

• Migrated Exchange to Office 365 with BitTitan

• Administered SharePoint and Teams rollout

• Replaced Cisco VoIP with Teams Voice for Business

• Led cloud migration to Microsoft 365, Azure, Cisco Meraki Initiatives & Achievements:

• Created and executed IT strategic and cybersecurity plans

• Aligned practices with NIST, MITRE ATT&CK, and DoD standards

• Built and managed Disaster Recovery and BCP

• Enabled remote operations during COVID

• Negotiated contracts with ISPs, vendors, and mobile carriers

• Managed IT budgets, lifecycle plans, and licensing Network Administrator

Kansas Sampler / Rally House — Sep 2013 – Dec 2015 Provided IT support for corporate and retail environments. Managed POS rollouts, ERP implementation, and infrastructure projects.

Key Responsibilities:

• Supported and installed POS systems and ERP

• Led IT setup for new distribution center and store openings

• Managed vendor relationships

• Configured and monitored network with Wireshark, SolarWinds

• Administered GPOs and network hardware

• Created detailed network documentation and conducted audits Technical Support Analyst

Westlake Ace Hardware — Mar 2011 – Sep 2013

Supported retail tech operations and enterprise software platforms. Key Contributions:

• Helped lead rollout of new POS system company-wide

• Installed and supported JDEdwards and other applications

• Maintained incident logs and asset records

• Deployed security patches and tracked software licenses

• Managed AD groups and network configurations

• Conducted root cause analysis to enhance reliability Education

M.S. Information Technology

University of Kansas — Jan 2022

B.S. Management Information Systems

Columbia College — Mar 2012

Certifications

• Cisco Certified Network Professional (CCNP) – Routing & Switching Feb 2018 – Aug 2021 (expired)

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