Senior IT Support Engineer with 10+ Years Experience

Dominic S. Ellis

Killeen, TX

254-***-**** *******.*.*****@*****.***

www.linkedin.com/in/dominicsellis

IT Support Engineer

Solution-oriented, highly analytical, and resourceful candidate with 10+ years of superb technical troubleshooting, system administration, network administration, end-user service, and computer repair experience. Expertise in software configuration, hardware/software troubleshooting, and the testing/repair of various hardware/software applications. Proven ability to provide creative and effective issue resolution through the application of highly developed problem-solving skills. Team player with a reputation for providing excellent customer service and the tenacity to work with demanding clientele.

Technical Highlights

Certifications: CompTIA A+, Security+, CISCO Network Fundamentals, CISCO Routers and Routing Basics.

Hardware: HDD, SSD, NVMe, motherboards, RAM augmentation, processors, GPU’s, PSU’s, printers etc. Able to troubleshoot analog/digital circuits with digital voltmeters, analog multi-meters, dual trace oscilloscopes and logic probes.

Operating Systems: Windows 2000, Windows NT, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, OS X Tiger, OS X Leopard, OS X Snow Leopard, OS X Lion, OS X Mountain Lion, OS X Maverick, OS X Yosemite, OS X El Capitan, macOS Sierra, macOS High Sierra, macOS Mojave, macOS Catalina.

Additional: LAN/WAN operations and integration, email clients, FTP, web browsers, basic electronics, semiconductor/solid-state circuitry, digital components.

Core Competencies

Advanced Troubleshooting

Mac/PC Expertise

Product and Service Expertise

Desktop Support

Network Administration

Superior Client Services

Diagnostics

System Administration

Systems Analysis

Hardware/Software Configuration

Technical Analytical Analysis

Time Management

Professional Experience

MPOYNT INC. AUSTIN, TX 05/2025 – PRESENT

Technical Support Engineer

Provide onsite and virtual technical support through the use of Zendesk ticketing system to troubleshoot and resolve all hardware and software problems..

Manage and maintain MDM and EMM through the use of SOTI MobiControl and Microsoft Intune of 30,000+ devices.

Collaborate with team members via Microsoft Teams to perform root cause analysis and escalate unresolved issues to the next level of support.

Assist with physical setup and distribution of Android and Apple mobile devices, laptops, and network appliances.

Ongoing maintenance of server and desktop environments by performing application upgrades and scheduled operating system patches.

Perform after hours support as required per on-call schedule rotation.

Travel to client sites across U.S. and Canada locations to assist with ongoing Project needs and requirements.

Manage and provide support for technical projects to include company acquisitions, telephony migrations and network and hardware migrations and refreshes.

Build out and maintain FortiNet technical stack to include FortiGate Firewalls, FortiNet Switches and FortiAPs.

CENTARUS INC SAN FRANCISCO, CA (REMOTE) 04/2023 – 03-2025

Project Lead & Escalation Support

Manage and execute 15+ quoted Projects for clients along a timeline.

Build out and maintain SonicWall and Meraki technical stacks including Firewalls, Switches, APs.

Resolved 1000+ Escalation and HelpDesk support tickets through the use of Connectwise Ticketing System

Migrate clients from local Active Directory and VM hosts into Azure Active Directory and Azure VMs.

Manage full Microsoft 365 partner portal for 100+ clients to include licensing, procurement, and migrations.

Maintain and manage Datto suite for 100+ clients to include RMM, Backupify, BDRs and Workplace.

Assist in maintaining SOC-2 Compliancy by implementing Multi-Factor authentication on Microsoft 365, Remote Deskop protocols, and SSL-VPN through the use of either DUO or Microsoft Authenticator.

Update and maintain ongoing and active client information database through the use of IT Glue.

MCLANE INTELLIGENT SOLUTIONS TEMPLE, TX 08/2021 – 02/2023

Technical Project Engineer

Manage and execute 50+ quoted Projects for clients along a timeline.

Build out VM hosts on Hyper-V, vSphere, vCenter, or ESXi according to specs quoted to client and migration of environment and data to new servers on Windows Server 2019 and 2022.

Build out and maintain FortiNet technical stack to include FortiGate Firewalls, FortiNet Switches and FortiAPs.

Build out, schedule, and maintain phishing campaigns established with client to build better security awareness company wide.

Migrate clients from local Active Directory and domains into a full Azure Active Directory environment

Manage full Microsoft 365 partner portal for 100+ clients to include licensing, procurement, and migrations.

Perform full migrations to elevate clients into Sharepoint.

Implement Multi-Factor authentication on Active Directory, Azure Active Directory, Microsoft 365, and SSL-VPN through the use of either DUO or Microsoft Authenticator.

Install and maintain Datto backup devices to include Alto 3 and Siris 4, and ensure an hourly backup schedule was operational.

Technical Account Executive

Manage 30+ client accounts in all manner of Information Technology and served as main point of contact for the company to the client.

Assess client IT infrastructure and environment and assist in maintaining good relations

Provide recommendations for upgrades, and work with client to obtain pricing desired.

Assist in keeping warranties active and working with the vendor on the client's behalf.

Consulted with stakeholders, vendors, and technical team to determine project scope, deliverables, timeline, risk management, and quality control.

Developed quotes with an itemized cost and statement of work for clients to review and approve.

Developed client and vendor relationships and set a cadence for reporting schedule and finance performance.

Maintain a weekly contact schedule and a quarterly Review and Planning meeting to discuss state of the company, satisfaction levels, business opportunities and suggested improvements.

PRESCRIPTIVE DATA SOLUTIONS DALLAS, TX 05/2021 – 07/2021

Managed Services Technician

Documented customer environments and administrative details to provide contracted services within Connectwise Manage.

Served as first call support for provided services and escalation point for third party contracted services.

Assisted with Network Environment Migration project for 70+ site client rolling over Cisco Meraki equipment and setup, desktops and printers.

Began initial development, documentation, definition and implementation of Managed Services position to include onboarding, reporting and management of any current and future Managed Services clients.

CENTRAL TEXAS TECHNOLOGY SOLUTIONS AUSTIN, TX 03/2020 – 05/2021

Helpdesk Support Engineer

Administered remote assistance and user training through the use of Datto RMM and SplashtopSOS.

Maintained and manage 810 workstations on Windows 10, macOS, supported Microsoft applications, and company cliental applications.

Resolved 1.9K tickets through the utilization of the Datto AutoTask ticketing system.

Implemented network monitoring, anti-malware/anti-virus protection, firewall spam filtering/blocking for 97 clients through the use of Cisco’s OpenDNS Umbrella, Meraki, SentinelOne, and Datto.

Provided training and education on detecting, locating and reporting popular Spam and Scam techniques and DarkWeb monitoring through DarkWebID and Bullphish.

Executed account/mailbox creation and management through Active Directory, Microsoft365 and Intermedia.

Performed account migrations into Microsoft365 and managed services through the use of the SkyKick Migration platform.

Documented processes and client account information through the utilization of Microsoft Teams and IT Glue.

VINTAGE IT SERVICES AUSTIN, TX 09/2017 – 03/2020

System Administrator

Directed first line telephone support for 72 client companies.

Performed software updates and installs for 120 workstations on Windows 7/8/10, supported Microsoft Applications, and company cliental applications.

Repaired and replaced internal components of 32 client workstations and laptops.

Facilitated remote assistance and user training through the use of Kaseya, CloudPortal, and ScreenConnect.

Resolved 1.8K tickets through the utilization of the ConnectWise ticketing system.

Conducted network monitoring and firewall spam filtering/blocking for 72 clients through the use of Barracuda.

Executed account/mailbox creation and management through Active Directory, MS Exchange, and CloudPortal. Installed and updated computer software on a daily basis such as Firewall/Spam Filters/Antivirus/ Windows Operating Software updates.

Installed computer software to end stations and company computers utilizing Active Directory software and to perform account maintenance and creation.

U.S. NAVY VARIOUS LOCATIONS 06/2011 – 06/2017

IT Specialist 08/2014 – 06/2017

Provided phone support, desk-side technical support and bench-top diagnosis and repair.

Installed and upgraded 2K operating systems from Windows 2000 to Windows 7 & 8 in a three-month period as part of a collaborative team effort to modernize outdated systems.

Scheduled and managed backups of all files and email through the use of Symantec Backup Exec 2012. Trained system users on utilization of Outlook Data Files to maintain a working backup of critical emails.

Routinely inspected all supported hardware, identifying all potential problems and repairing the same, or replacing unsolvable issues.

Established network operations through site-specific Juniper-VPN installation for 300 computer systems across four countries and three Department of Defense enclaves within four months, ensuring day-to-day operations could continue uninterrupted.

Completed and closed 6K Trouble Tickets in regards to accounting issues, network communications, software Installation, and computer and printer repair.

Facilitated the reworking of an inventory of 800 computer assets valued at $1.3M, saving the Navy $300K in replacement funds for previously lost items.

System Administrator 06/2011 – 08/2014

Maintained firewall configurations, antivirus implementation and approved applications for 205 computer systems to retain a 30% yearly decrease in security violations.

Compiled 1.3K Information Assurance Vulnerability Alerts and Bulletins in order to patch open security vulnerabilities within the database to report 100% compliancy with Department of Defense cyber security standards through the use of WSUS.

Managed 1.5K User Accounts through Active Directory on Windows XP/7 and Windows Server 2003/2008 (creation, deletion, permissions).

Trained 12 IT technicians on installing, configuring, and initializing computers, remote connectivity services, network configurations, information assurance, and security software.

Created and maintained email addresses and distribution lists in MS Exchange.

Education

Central Texas College – Information Technology

U.S. Navy System Administration – 608 hours, CIDCUS, FL 2012

U.S. Navy Information Systems Technician – 760 hours, CIDCUS, FL 2012

U.S. Navy Digital Tutor – 1,200 hours, CIDCUS, FL 2011

Additional Credentials

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher), CompTIA Security+, CompTIA A+, Active Directory, CISCO Network Fundamentals, CISCO Routers and Routing Basics, Computer Science Digital Graphics & Design, Exchange Server, Network Administration, Network Security, PC Repair and Maintenance Server Administration

Languages

Honors & Awards

English, German

U.S. Navy: Junior Sailor of the Quarter, Sailor of the Quarter, Navy Achievement Medal

Organizations

CompTIA, Centriq IT Military Network

Volunteerism

Habitat for Humanity

Interests

Custom Computer Design, Electronics Repair, Information Technology

Contact this candidate