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Jimy Dominique

@jimydominique

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Helpdesk Technician II at VOISO (DID LOGIC), who cut ticket response times by 15% and automated support work.

United States

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What I'm looking for

I'm seeking a Helpdesk Technician Level II role at CyberSheath Services International, where I can bring my troubleshooting experience and customer communication to support secure, reliable IT services for the Defense Industrial Base.

At VOISO (DID LOGIC), I moved from VoIP Support Engineer to Support Lead for The Americas, handling escalations and improving help desk workflows. I reduced initial response times by 15% and critical disruption handling times by 12%.

I also developed Tamper Monkey automation that reduced manual support effort by 20% and mentored and cross-trained a team of six engineers. Earlier, I supported SIP trunk services at DID LOGIC and enterprise systems at STERLING TALENT SOLUTIONS, including Windows, macOS, Linux, and identity services.

Experience

Work history, roles, and key accomplishments

Support Lead for The Americas

VOISO (DID LOGIC)

Jun 2021 - Mar 2026 (4 years 9 months)

Promoted from VoIP Support Engineer to Support Lead, leading critical escalations and redesigning help desk workflows. Mentored a team of 6 engineers and developed automation solutions that reduced manual effort by 20%.

Jira Freshservice ManageEngine Root Cause Analysis Automation Tampermonkey Team Mentoring Escalation Management

VoIP Support Engineer

DID LOGIC

Jun 2018 - Jun 2021 (3 years)

Provided infrastructure support for SIP trunk services, troubleshooting outages and API integration issues. Collaborated with enterprise teams and vendors to restore connectivity and improve customer service.

SIP Trunking Wireshark Postman API Integration Troubleshooting Vendor Management Remote Support

IT Systems Administrator

Sterling Talent Solutions

Jun 2014 - May 2018 (3 years 11 months)

Managed Windows and macOS endpoint support and Linux server infrastructure for over 5,000 users. Administered Microsoft services, supported Citrix VDI, and implemented security policies for ISO 27001 readiness.

Active Directory DNS DHCP Windows Server Ubuntu XenDesktop Cisco ISE SCCM ISO 27001 Root Cause Analysis

Desktop Support Engineer

Sterling Backcheck

Mar 2014 - Jun 2014 (3 months)

Built and maintained a ManageEngine asset tracking system and provided hands-on Windows desktop support to 3,000+ users. Deployed virtual desktop infrastructure and provisioned mobile devices via MobileIron MDM.

ManageEngine Windows Desktop Support Virtual Desktop Infrastructure MobileIron Endpoint management Customer Service

Help Desk Technician

Fitch Ratings

Jul 2013 - Mar 2014 (8 months)

Provided technical support to 1,200+ corporate users for hardware, software, and peripherals. Installed and repaired printers, secured mobile devices, and achieved department records for tickets closed.

hardware troubleshooting Software Troubleshooting Printer Support MobileIron Incident Management Customer Service

Help Desk Technician

Sterling Infosystems, Inc

Oct 2010 - Jul 2013 (2 years 9 months)

Supplied Tier 1 and Tier 2 Windows support for 750+ users and managed telecom accounts. Configured Avaya VoIP phones, oversaw Exchange 2010 accounts, and assisted a wireless network upgrade.

Windows Support VoIP Microsoft Exchange 2010 Telecom Management Mobile Device Deployment and Lifecycle Services Wireless Networking