Dominick Graves
Wichita,KS
Summary
Motivated and adaptable IT professional with proven success in technical support and a strong foundation in networking and security fundamentals. Recently promoted to Level 2 Help Desk Specialist at ISPN Network Services for demonstrated leadership, technical expertise, and a consistent drive to improve processes and team performance. Recognized for attention to detail, fast learning, and a passion for delivering reliable, user-focused solutions. Skilled in resolving escalated issues across multiple platforms and technologies, including mail systems, VOIP, remote diagnostics, and internet services. Holds CompTIA A+ certification and is actively pursuing Network+ and Security+, with long-term goals of advancing into system administration and cybersecurity. Proactive team player dedicated to making a meaningful impact within the organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Level 2 Help Desk Specialist
ISPN Network Services
05.2024 - Current
- Promoted for technical excellence, leadership qualities, and initiative to improve team processes
- Troubleshoot escalated connectivity and application issues across various platforms and networks
- Assist clients with advanced mail setup, VOIP issues, and connectivity across fiber, DSL, cable, and wireless/LTE
- Mentor junior technicians and contribute to team training and knowledge-sharing
- Collaborate with engineering to resolve recurring issues and optimize internal workflows
- Advocate for process improvements to boost team efficiency and end-user satisfaction
- Use LivePro and a proprietary in-house ticketing system to track, document, and escalate issues with precision
- Handling approximately 35 calls a day on average with average call times under 10 minutes
Help Desk Technician (Level 1)
ISPN Network Services
05.2024 - Current
- Provided Tier 1 support to end-users with strong attention to detail and customer care
- Delivered efficient troubleshooting and maintained detailed documentation to support the wider IT team
- Demonstrated consistent initiative and a strong desire to grow technically and professionally
Assistant Store Manager
Leslie's Pool and Spa
01.2022 - 11.2023
- Led store operations and staff management while maintaining focus on customer satisfaction and inventory control
- Recognized for leadership, adaptability, and a proactive approach to solving business challenges
- Transitioned into IT seeking a career with more long-term growth, impact, and technical fulfillment
Bar Supervisor
On The Border
10.2018 - 03.2020
- Supervised daily bar operations and staff while maintaining high standards of service and inventory control
- Delivered excellent guest experiences in a fast-paced environment and trained new bar staff on service protocols
Delivery Driver
Basham's Rent to Own
04.2016 - 10.2018
- Managed deliveries and equipment setup with care and attention to customer needs
Satellite Cable Technician
Blue Sky Satellite Services
03.2015 - 04.2016
- Installed and configured satellite systems with a focus on customer education and quality assurance
Education
High School Diploma -
Maize High School
Maize, Kansas05.2012
Skills
- Windows 10/11
- MacOS
- Remote desktop support
- OS installation
- Software troubleshooting
- Mail client configuration
- Outlook
- Apple Mail
- Basic mail server troubleshooting (IMAP, POP3, SMTP)
- Port forwarding
- VOIP support
- Experience supporting fiber
- Cable
- DSL
- Wireless/LTE internet services
- Basic LAN/WAN concepts
- DNS/DHCP
- Router/modem configuration
- Firewall basics
- Remote system diagnostics
- Leadership
- Team collaboration
- Strong attention to detail
- Documentation accuracy
- Remote administrative tools
- CalixCloud
- CableView
- NOC360
- Mosaic
- TaranaCloud
- MagicMail
- CloudID
- Service-level prioritization
- Adaptability in dynamic environments
- Password hygiene
- Phishing identification
- Ticketing systems
- Network troubleshooting
Certification
- CompTIA A+, 04/15/24
- CompTIA Network+, In Progress
- CompTIA Security+, In Progress
Accomplishments
- Promoted to Level 2 Help Desk Specialist within months of joining ISPN due to strong technical performance, leadership potential, and proactive support style
- Exceeded highest-level monthly performance goals for six consecutive months, demonstrating consistency, drive, and excellence in support delivery
- Spearheaded internal documentation improvements for the company's entire support flow and DocuWiki page, streamlining troubleshooting processes and enhancing team efficiency
- Recognized by team leads and peers for exceptional attention to detail, customer service, and consistent high-quality ticket resolution
- Assisted in training and mentoring new Level 1 technicians, contributing to faster ramp-up time and stronger team performance
- Frequently entrusted with high-priority or escalated tickets requiring advanced troubleshooting and cross-department collaboration
Personal Information
Title: Help Desk Support Specialist, Level 2
Timeline
Level 2 Help Desk Specialist
ISPN Network Services
05.2024 - Current
Help Desk Technician (Level 1)
ISPN Network Services
05.2024 - Current
Assistant Store Manager
Leslie's Pool and Spa
01.2022 - 11.2023
Bar Supervisor
On The Border
10.2018 - 03.2020
Delivery Driver
Basham's Rent to Own
04.2016 - 10.2018
Satellite Cable Technician
Blue Sky Satellite Services
03.2015 - 04.2016
High School Diploma -
Maize High School
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