Domonic W.

About Domonic W.

I am a strategic IT Operations leader with over a decade of experience driving enterprise service delivery, SLA governance, and operational performance improvement across high-volume support environments.Throughout my career, I have led IT Service Desk and Call Center operations with a disciplined focus on measurable outcomes — improving operational efficiency by 25%, reducing service roadblocks by 15%, strengthening first-contact resolution, and enhancing KPI visibility through executive dashboard reporting.My leadership approach integrates:• ITIL-based IT Service Management (ITSM)• Agile & Scrum transformation• SLA optimization and performance governance• Incident, problem, and escalation management• Workforce performance coaching• Workflow standardization and automation• Data-driven continuous improvementI specialize in aligning IT operations with business strategy — ensuring service delivery is predictable, scalable, and performance-driven.Currently enrolled in the University of South Florida’s Operational Excellence Certification Program, I am completing Lean Six Sigma Yellow and Green Belt credentials. My executive capstone initiative is focused on reducing IT Help Desk initial response times, improving SLA compliance, and implementing structured workflow controls using DMAIC methodology to drive measurable operational gains.Certifications include:ITIL Foundation | Certified Scrum Master (CSM)| Certified Scrum Product Owner (CSPO)I am passionate about building high-performing teams, strengthening operational accountability, and elevating IT service delivery to a strategic business function.I welcome connections with leaders focused on IT transformation, operational excellence, and performance-driven service delivery.

Experience

1. IT Service Desk Manager (Sr Scrum Master Project Manager)

   Iron Bow Technologies

   Oct 2020 — Present · Herndon, VA, US

   Led Scrum Teams and separate Project Teams as organization utilizes both Waterfall and Agile approaches- Used Agile tools like JIRA to track Team Progress and Delivery performance- Facilitated Scrum Events for multiple Cross-Functional Teams, navigating Dependencies - Oversaw multiple User Stories for large-scale outbound technical support calls to U.S. Veterans- Mentored Team in becoming Self-Organizing, Self-Managing and able to conduct Events autonomously- Used Agile Practices and Negotiation skills to release Product Increments and Deliverables on time- Aligned Sprint Goals with Department Goals maintaining Service Contracts and SLAs- Scrum Master who facilitates Difficult Discussions, Decision Making and Conflict Resolution- Developed Sprint Review reports and presentations for the Stakeholders and Executives- Built trusting environment where problems can be raised without blame, retribution or judgment- Worked with HR and other departments to manage new-hire onboarding process called the Start-Up Project - Helps Scrum Teams reach higher levels of Scrum Maturity as they Deliver Working Software… on time- Managed Project Execution to ensure adherence to Budget, Schedule and Scope for separate Project Teams- Planned and Coordinated virtual workshops with Stakeholders to review Program Goals- Leads Scrum of Scrums and partners with other Team’s Scrum Masters, Product Owners and Stakeholders- Deployed Technologies and Trainings to Veterans on Veteran’s Affairs issued Telehealth devices- Managed the daily operations of the department by, analyzing workflows, establishing priorities, developing standards, and setting guidelines

Education

• INFOTEC DALE CARNEGIE

  IT + Leadership Training, PMI Project Management Professional Training

• GROW-LEAN LLC

  Certification Training, Certified ScrumMaster (CSM)/Agile Training

• INFOTECH DALE CARNEGIE

  IT + Leadership Training, MS Project 2016 Intro & Advanced Training

• PROJECT MANAGEMENT ACADEMY

  PROJECT MANAGEMENT

• INFOTECH DALE CARNEGIE

  IT + Leadership Training, PMI Certified Associate in Project Management(CAPM)

• Naveen Jindal School of Management, UT Dallas

  Certificate, ITIL 4 Foundation Certification

• Norfolk State University

  Management Information Systems