Dominic Casey
Dominic Casey

Dominic Casey

Support • Senior • Management: Under a year (6-15 people) • Houston, USA • UTC-06:00 • In office, Partially remote, Fully remote • Work permits: United States • Citizenship: United States • English: C2 • Available now • from $90k per year
Service Desk Analyst
Management: Under a year (6-15 people)
2+ projects
SQL
Active 11 days ago
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Overview
Technical skills
Projects
Timeline
Roles

Overview

Enterprise IT support professional with 12+ years of experience supporting business-critical applications, end users, and multi-site environments. Experienced in Service Desk, production and application support, incident management, Windows environments, Microsoft technologies, ServiceNow, Jira, Active Directory, remote support, troubleshooting, and technical documentation. Proven experience supporting SLA-driven operations, coordinating escalations, validating releases and changes, investigating recurring issues, and developing SOPs, runbooks, and knowledge documentation. Known for disciplined troubleshooting, clear stakeholder communication, and ownership of technical issues through resolution.
Phone

Technical skills

SQL
DevOps
Windows
DNS
VPN
SLI/SLO/SLA
Cybersecurity
Active Directory

Projects

Distribution International IT Infrastructure Remediation
Sep 2016 to Sep 2017 1 Year

Supported a year-long IT infrastructure remediation initiative at Distribution International while providing Level II enterprise service desk support. Helped stabilize and standardize an environment with significant legacy and configuration issues by troubleshooting endpoints, network connectivity, applications, peripherals, and remote-user problems; assisting with hardware and software remediation; and coordinating with network and infrastructure resources on issues requiring escalation. Supported technologies included Wyse terminals, Kaseya, Lotus Notes 8.5, and Enterprise Security Manager. The work contributed to a more supportable and reliable end-user IT environment while maintaining day-to-day service for business users.

Enterprise Windows XP to Windows 7 Migration
Oct 2007 to Feb 2009 1 Year 4 Months

Supported MODEC's enterprise desktop migration from Windows XP to Windows 7 across its office environment. Assisted with the migration of more than 100 user computers, including workstation preparation, operating-system transition, configuration, end-user support, troubleshooting, and post-migration validation. Worked directly with users to help maintain business continuity throughout the migration.

Timeline

Technical Production Control Professional II • Middle
Fiserv • Full-Time
Jul 2020 to Mar 2026 5 Years 8 Months In office
Provided production support for business-critical applications across multiple sites in SLA-driven operations, managing daily incident workflows through ServiceNow and Jira. Monitored batch processing, middleware, print queues, and scheduled jobs, and supported release/change windows and post-patch validation. Authored SOPs and runbooks and contributed to root-cause investigations using recurring issue analysis.
ServiceNow
Jira
Applications Engineer • Middle
Jack Henry & Associates • Full-Time
Nov 2017 to May 2020 2 Years 6 Months Houston In office
Delivered remote technical support including installations, upgrades, testing, maintenance, and client training in customer-facing environments. Supported mobile devices and VPN connectivity while coordinating with project and relationship stakeholders and internal technical teams. Maintained SharePoint documentation to support operational readiness and service quality.
VPN
SharePoint
Service Desk Analyst II • Middle
Distribution International • Full-Time
Sep 2016 to Sep 2017 1 Year Houston In office
Provided enterprise service desk and remote technical support to executive, management, and end-user populations across US and Canadian operations. Troubleshot desktop, Wyse terminal, network connectivity, and printer issues and processed user add/move/change requests for distributed teams. Supported operational readiness for endpoints and connectivity issues.
Implementation Specialist • Middle
FIS Global • Full-Time
Sep 2015 to Mar 2016 6 Months Houston In office
Installed and maintained customer applications in Oracle, WebLogic, and JBoss environments. Completed new deployments and application upgrades, troubleshooting deployment issues within customer environments. Coordinated with support teams on implementation approach and documented installation procedures.
3LS RPOS Engineer (Contract) • Middle
Hewlett Packard • Contractor
Jan 2015 to Jul 2015 6 Months Houston In office
Provided third-level point-of-sale support for escalations involving hardware and software failures. Performed failure analysis, troubleshooting, and root-cause investigations while reviewing case data and collaborating with network and support teams. Managed support cases and customer communications through an internal ticketing system.
Client Services Technician II • Middle
Stewart Title • Full-Time
May 2014 to Jan 2015 8 Months Houston In office
Supported proprietary applications, desktops, and infrastructure including hardware, software, and network connectivity via phone, remote, and deskside support. Managed end-user onboarding and offboarding activities and installed required software. Deployed custom software and provided remote support using remote management tools and deployment processes.
IT Service Desk Analyst II • Middle
Precision Drilling • Full-Time
Oct 2009 to Apr 2014 4 Years 6 Months Houston In office
Provided enterprise technical support for local and remote US operations, creating, resolving, and escalating ServiceNow tickets in a multi-site environment. Supported hardware preparation, software installation, mobile devices, and end-user training while troubleshooting connectivity issues. Coordinated inventory and support logistics across US and Canadian operations.
ServiceNow
DNS