Beverly Dominique
New Orleans,LA
Summary
IT professional with extensive experience in technical support, team leadership, and process improvement. Skilled in troubleshooting, data analysis, and incident management with a focus on achieving performance metrics and enhancing workflows. Strong communication skills for technical and non-technical audiences.
Overview
14
14
years of professional experience
Work History
NESD IT Service Help Desk Analyst II
General Dynamics Information Technology, Inc.
New Orleans, LA
09.2022 - Current
- Provided first-line technical support for Navy Enterprise Service Desk (NESD), resolving hardware, software, and network issues via multiple channels.
- Utilized ServiceNow for incident documentation and resolution tracking.
- Mentored and trained new help desk personnel to ensure consistent operations.
- Supported Navy applications, ensuring optimal performance and user satisfaction.
- Maintained high-quality customer service and professionalism.
Enterprise Service Desk Senior Lead
Artech Information Systems LLCN
New Orleans, LA
10.2018 - 11.2019
- Supervised help desk operations, meeting service-level agreements (SLAs).
- Managed ticket escalations and communicated effectively with stakeholders.
- Trained new analysts on Remedy and knowledge base usage.
- Enhanced team efficiency by addressing recurring issues and streamlining workflows.
Pay and Personnel Distribution Analyst
Aries Systems International, Inc.
New Orleans, LA
05.2011 - 09.2018
- Administered BMC Control-D desktop reporting and file transfers.
- Provided Level II technical support for Navy web applications and legacy systems.
- Managed customer service requests and escalations, ensuring effective communication.
- Documented and updated SOPs for operational improvements.
Scheduler/Recovery Analyst
May 2011 – July 2011
- Monitored networks and telecommunications, managing batch job schedules.
- Collaborated with programmers to support and resolve production schedule issues.
Education
MBA - Master of Business Administration
University of Phoenix
Metairie, LA01-2012
Bachelor of Science - Bachelor of Science in Information Technology
University of Phoenix, Metairie, LA
Metairie, LA01-2009
Skills
- ITIL-based Incident and Service Request Management
- Navy applications: MNA, NSIPS, MNP
- Ticketing systems: ServiceNow, Remedy
- Process improvement and SOP development
- Team leadership and mentorship
- Analytical thinking and problem-solving
- Advanced MS Excel proficiency
- Strong communication skills
Accomplishments
- Customer Satisfaction Champion, Navy Enterprise Service Desk
- Certificate of Appreciation for mentorship
- Bravo Award for Team Contribution
Timeline
NESD IT Service Help Desk Analyst II
General Dynamics Information Technology, Inc.
09.2022 - Current
Enterprise Service Desk Senior Lead
Artech Information Systems LLCN
10.2018 - 11.2019
Pay and Personnel Distribution Analyst
Aries Systems International, Inc.
05.2011 - 09.2018
MBA - Master of Business Administration
University of Phoenix
Bachelor of Science - Bachelor of Science in Information Technology
University of Phoenix, Metairie, LA
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