Taylor Dominey
Kelowna,BC
Summary
Young and ambitious IT professional with 11 years of experience in customer support supervisory roles, offering a unique combination of technical expertise and exceptional customer service skills. Adept at mentoring and guiding teams to deliver outstanding service, fostering high morale through effective communication and constructive performance feedback. Proven ability to defuse customer dissatisfaction and manage multiple priorities in fast-paced environments. Skilled in troubleshooting IT issues, providing timely solutions, and ensuring superior client satisfaction. A dedicated problem-solver, committed to continuous improvement and delivering high-quality performance in both technical and support functions.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
IT Help Desk Technician
KF Aerospace
12.2024 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Used ticketing systems to manage and process support actions and requests.
Computer Technician
National Computer Resource
10.2024 - 12.2024
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Enhanced system performance by conducting regular software and hardware updates.
- Recommended new and replacement hardware and software purchases.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
Apple Specialist
Simply Computing
07.2023 - 10.2024
- Enhanced customer satisfaction by providing personalized and knowledgeable assistance in selecting Apple products.
- Streamlined store operations by efficiently managing inventory and maintaining optimal stock levels.
- Boosted sales performance through the effective demonstration of product features and benefits.
- Resolved technical issues for customers, resulting in increased brand loyalty and repeat business.
- Educated customers on device usage, ensuring seamless integration into their daily lives.
- Participated in ongoing training programs to stay current with Apple product advancements and updates.
Customer Service Supervisor
All Nations Cannabis
07.2019 - 09.2023
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Store Manager
Vapour Solutions
05.2016 - 04.2019
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
Network Security Specialist Diploma - Information Technology And Security
03.2025
Completed a comprehensive and hands-on 18-month diploma program which equipped me
with the skills and knowledge needed to excel as an IT Network and Security Specialist.
Skills
- Can implement, manage, and troubleshoot Windows, Mac, and Linux operating systems
- Understands fundamental network concepts such as DNS, DHCP, OSI, SSH and Telnet
- Enjoys setting up Virtual Machine environments in VMware, Oracle VirtualBox, in personal lab environments
- Proficient with Microsoft Office 365 products such as Outlook, Teams, Excel, Word, Access
- Eager to solve technical problems for clients, comfortable with answering phone calls
- Experience in writing and following documentation for technical procedures
- Basic proficiency in Python Programming Language
- Proficient in Networking with Cisco Technologies - Encompassing configuration, optimization, and maintenance of networking infrastructure
- Strong Customer Service Skills - Demonstrated through effective communication and problem-solving to meet and exceed client needs and expectations
- Experience with different flavours of Linux such as CentOS, Ubuntu, Kali Linux Familiar with managing systemd services or scheduling tasks via cron jobs
- Proficiency with AWS and Microsoft Azure cloud technologies and services
Languages
English
Native or Bilingual
Timeline
IT Help Desk Technician - KF Aerospace
12.2024 - Current
Computer Technician - National Computer Resource
10.2024 - 12.2024
Apple Specialist - Simply Computing
07.2023 - 10.2024
Customer Service Supervisor - All Nations Cannabis
07.2019 - 09.2023
Store Manager - Vapour Solutions
05.2016 - 04.2019
College For Arts And Technology - Network Security Specialist Diploma, Information Technology And Security
Additional Information
Network Security & IT Specialist
Accomplishments
VMware Linux Virtualization Project
- Mounted Ubuntu boot image to VMware and Oracle V-Box to install Linux Virtual Machines
- Practiced multiple Linux commands such as ls, ping, ip, cd, pwd, ssh, traceroute, telnet
- Setup ssh connection from PuTTy to Ubuntu Virtual Machine
- Cisco Routing and Switching Project
- Setup basic router and switch environment on packet tracer and GNS3
- Configured Switch Port, Access and Trunking modes with Port Security
- Setup VLAN subnets, inter-vlan routing and routing on a stick
Microsoft Windows Project - Implemented Windows 2012 R2 server and Windows 2019 server on VMware
- Setup Active Directory Services in Server Manager
- Created users, groups and policies in Active Directory
- Ran Windows updates and driver updates for graphics cards, motherboard and peripherals
Certification
- AWS Certified Cloud Practitioner CLF-C02