Dominic Harris
Austin,TX
Summary
Reliable Manager demonstrating a high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Operations Manager
Uhnder
Austin, TX
05.2022 - Current
- Managed daily operations of the IT help desk to meet all Service Level Agreements (SLAs), while working directly with the company's director in project planning, forecasting, and the ownership of deliverables
- Audit access to AWS, Azure, SentinelOne, Atlassian/Jira, and Office 365 systems
- Managed migration from MSP of all IT responsibilities at 100% to in-house IT help desk
- Reduced end-user ticket intake by 50%
- Maintained a patch level on all enterprise applications and devices at 95% or better, and properly deployed patches and patch management to comply with agreements with Automate patching systems
- Maintained proper software and hardware inventory technical documentation while analyzing security indicators daily to solve incidents and provide a report of findings
- Created information security policies and maintained dashboard performance levels.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
Sr. System Analyst
GLG
Austin, TX
09.2019 - 05.2022
- Performed user account maintenance tasks, archiving defunct credentials and monitoring login systems for suspicious trends
- Oversaw IAM for enterprise applications user groups and network data across project workstreams to create internal control statements per compliance and regulatory standards
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems
- Oversaw new hire procedure and conducted new hire IT training
- Maintained asset management for over 2,000 devices across the enterprise
- Supported offices, staff, and team members remote EMEA and APAC.
IT Team Lead
DentaQuest
Austin, TX
05.2016 - 04.2019
- Enforced a self-serve password portal to reduce tickets to the helpdesk by 20%
- Coordinated site investigations, documented issues, and escalated to executive teams.
- Assigned tasks and delegated responsibilities among team members.
- Established policies, procedures and guidelines for the operation of the site.
- Developed strategies to improve operational efficiency and reduce costs.
- Managed daily operations of the site, including staff and contractors.
- Evaluated employee performance through regular reviews and feedback sessions.
- Oversaw daily operations within the IT department, including resource allocation and task delegation.
- Participated in meetings with stakeholders to discuss requirements gathering, system architecture design, testing procedures.
- Resolved conflicts between team members in a professional manner.
- Created training materials for new hires onboarding process into the IT team.
- Developed and implemented IT processes to ensure compliance with industry standards.
Information System Manager
Lumesse
Austin, TX
04.2015 - 05.2016
- Managed project execution to ensure adherence to budget, schedule, and scope
- Managed user accounts and permissions levels across multiple platforms.
- Created documentation for all system configurations, changes and updates.
- Investigated incidents of security breaches or suspicious activity in order to prevent future occurrences.
- Configured networks, firewalls, routers, switches and other related equipment as needed.
- Assisted in onboarding high-profile clients, going hands-on to encourage strong business relationship formation
- Developed and maintained network security protocols to protect sensitive data from unauthorized access.
Education
Master of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH11-2024
Bachelors of Science - Management Information Systems
Southern New Hampshire University
Hooksett, NH04.2021
Skills
- Data Analysis
- Technical Troubleshooting
- Incident Response
- Performance Evaluations
- Customer Relationship Management (CRM)
- Soft Skills
- Staff Training and Development
- Complex Problem-Solving
- Team Leadership
- Project Management
- Policy Implementation
- Strategic Planning
- Performance Management
- Verbal and written communication
Certification
CompTIA Security +
Candidate ID COMP001022592101
EXP Date: 07/26/2027
ISC2 Certified in Cybersecurity
Certification Number 1724349
EXP Date: Sep 30, 2026
Timeline
Senior IT Operations Manager
Uhnder
05.2022 - Current
Sr. System Analyst
GLG
09.2019 - 05.2022
IT Team Lead
DentaQuest
05.2016 - 04.2019
Information System Manager
Lumesse
04.2015 - 05.2016
Master of Science - Cyber Security
Southern New Hampshire University
Bachelors of Science - Management Information Systems
Southern New Hampshire University
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