Dominique Minor

CVS / Aetna | Remote | HIPAA-regulated operations

• ›Resolved 40+ daily cases involving account access, authentication, member portals, enterprise applications, VPN/connectivity, and workflow questions while balancing quality, accuracy, and call-volume expectations.
• ›Gathered symptoms, verified identity, followed approved troubleshooting paths, and guided users through clear resolution steps before escalating to specialized teams.
• ›Used Salesforce, GPS, HRP, Rumba, Cisco Jabber, and VPN tools to analyze issues, document activity, coordinate resolution, and preserve continuity across a high-volume queue.
• ›Recorded complete case histories, business impact, troubleshooting actions, and escalation details, producing auditable documentation that reduced confusion during handoffs.
• ›Protected PHI/PII through HIPAA safeguards, secure identity verification, least-privilege awareness, and careful handling of sensitive information.

GTS Technology Solutions | Dallas, TX

• ›Imaged, configured, patched, staged, and validated 500+ Windows 10/11 endpoints for enterprise rollout, ensuring each system met technical, security, inventory, and deployment-readiness standards before handoff.
• ›Installed and verified drivers, Microsoft 365 applications, network profiles, endpoint protection, peripherals, and approved configurations with consistent quality-control procedures.
• ›Troubleshot hardware, software, driver, peripheral, and connectivity issues; escalated infrastructure or engineering blockers with clear evidence and impact details.
• ›Completed workstation setup, cable management, secure-device handling, inventory checks, and readiness testing in a structured deployment environment with tight schedules.
• ›Tracked asset tags, serial numbers, shipment status, configuration progress, and deployment outcomes, supporting accurate lifecycle records and on-time project delivery.

U.S. Army / U.S. Army Reserve | Active Duty 06/2019 – 03/2024 · Reserve 03/2024 – Present

• ›Maintained, operated, and troubleshot mission-critical communications and support equipment while tracking readiness, service issues, and corrective actions in environments where availability and secure handling were essential.
• ›Managed cargo, equipment, manifests, inspections, serial records, and secure handoffs using strict accountability and chain-of-custody procedures.
• ›Diagnosed equipment and operational problems, coordinated corrective actions, communicated risk and status to leaders, and escalated time-sensitive issues to reduce mission disruption.
• ›Applied OPSEC, access control, safety standards, and secure information handling while maintaining an Active DoD Secret Clearance.
• ›Trained and mentored junior soldiers on equipment procedures, documentation, safety, and quality controls, reinforcing consistency and accountability across the team.

ComputerMinds | Remote / Lab Environment

• ›Completed hands-on training in Windows support, networking, systems administration, help desk practices, cybersecurity operations, incident response, endpoint security, and structured troubleshooting.
• ›Configured and troubleshot Windows workstations, user access, TCP/IP, DNS, DHCP, VPN connectivity, routing and switching scenarios, and common endpoint service issues in lab environments.
• ›Practiced ticket triage, escalation, technical documentation, password and access support, system-log review, phishing analysis, vulnerability awareness, and incident-response workflows.
• ›Applied security principles including least privilege, access control, network segmentation concepts, endpoint protection, risk identification, evidence handling, and NIST-aligned response practices.
• ›Developed repeatable troubleshooting habits by gathering symptoms, isolating likely causes, testing corrective actions, documenting results, and communicating technical findings clearly.

Walmart | Lancaster, TX

• ›Provided frontline support in a high-traffic environment using POS systems, handheld scanners, inventory applications, and technology-enabled workflows to resolve customer needs accurately and efficiently.
• ›Documented customer concerns, verified product and transaction information, and coordinated escalations with team leads and other departments to drive timely resolution.
• ›Trained new associates on POS systems, store applications, service procedures, and customer-experience standards, improving confidence and consistency during onboarding.
• ›Maintained accurate cash handling, returns, inventory, and transaction records while balancing competing priorities and professional communication.