In my role as the IT Director, I am responsible for All the IT requirements/needs of the D.C. and State offices. I work closely with the Office Manager to ensure that the IT budget has sufficient funds to make the IT related purchases each Office needs.

Monitored the Remedy ticket queue for trouble ticket request and responded within SLA guidelines.Provided end users with support for computer peripheral hardware/software issues.Provided end users with support for network peripheral connectivity issues.Assisted end users with local or network drive data recovery issues. Re-imaged workstations with a Department of State authorized computer build.Modified end user active directory accounts as instructed.Tracked IT hardware equipment in an asset management inventory database.Assisted end users with initial domain account workstation profile setup.

Tracked Google account licenses for the Department of State Foreign Affairs Network (FAN).Created, administered and terminated FAN Google account access for Department of State personnel worldwide, as directed by the IRM/FO/OII Division Chief. Provided Foreign Affairs Network users with support for Google account access and G-Suite issues. Maintained a hardware inventory database.Documented FAN Google support functions in SOP file format for Government and Contractor employee personnel.Shipped and tracked mobile IT assets to embassies and consulates worldwide.

Monitored the Remedy ticket queue for trouble ticket request and responded within SLA guidelines.Provided end users with support for computer peripheral hardware/software issues.Provided end users with support for network peripheral connectivity issues.Assisted end users with local or network drive data recovery issues. Re-imaged workstations with a Department of State authorized computer build.Modified end user active directory accounts as instructed.Tracked IT hardware equipment in an asset management inventory database.Assisted end users with initial domain account workstation profile setup.

Monitored the Remedy ticket queue for post Windows 7 migration trouble ticket request.Assisted EPA personnel with hardware, software, network, peripheral and active directory problem/issue resolution of Windows 7 migrated computers.

Entered new laptop make, model and serial number information into the OPM hardware inventory asset management database.Imaged new laptops and re-imaged old laptops with a Windows 7 computer build for use by OPM users, according to the Windows XP to Windows 7 migration SOP.Backed up user’s data files to their Home Directory in order to transfer the files to a new or refreshed laptop.

Provided the civilian and military personnel of the Army Contracting Command National Capital Region (ACC-NCR) with hardware and software technical support resolution.Setup BlackBerry devices for use by ACC-NCR personnel.Setup Polycom video teleconferencing equipment for use by ACC-NCR personnel.Administered and maintained a hardware inventory database for the ACC-NCR organization.Re-imaged workstation and laptop computers for ACC-NCR personnel.Installed DOD authorized software for ACC-NCR personnel.Performed a DOD level wipe of computer hard drives and worked with ACC-NCR personnel to ship computers to Redstone Arsenal, AL, Aberdeen Proving Grounds, MD, Fort Dix, N.J., Fort Belvoir, VA, Fort Mead, MD, Fort Lee, VA and Fort Campbell, KY.

Imaged desktop and laptop computers with a Firm authorized Windows 7 computer build.Used User State Migration Tool (USMT) to backup and store end user’s data files, before migrating the files to the end user’s new Windows 7 computer build.Installed additional authorized software programs/applications and hardware devices as instructed by the IT manager or requested by the end user.Provided end users with support for computer peripheral hardware/software issues.Provided end users with support for network peripheral connectivity and video conferencing problems.Evaluated non-firm software installation request by end users for the IT manager's approval.Worked with the IT manager and technical support staff to develop and implement proactive IT procedures and processes.Tracked hardware devices and software licenses in the IT inventory asset management database.Supervised four technicians who were responsible for the backup, storage and migration of end user’s data files and the installation of the Firm authorized Windows 7 computer build.

Used Altiris ticket management software to monitor and respond to IS issues submitted by hospital staff and to update the IS asset inventory database.Refreshed computer and peripheral hardware that was five plus years in age.Used Altiris deployment solution to re-image workstation and laptop computers with either a Windows XP or Windows 7 image, depending on the hospital staff member.Recovered user’s domain profile information and data files in order to transfer the information and files to a refreshed or re-imaged computer.Installed software programs/applications that were specific to each hospital department.Provided hospital staff with onsite and remote support for computer peripheral hardware/software issues.Provided hospital staff with onsite and remote support for network peripheral connectivity problems.Worked with vendors to ensure prompt problem resolution of vendor IT equipment.Administered hospital staff active directory domain accounts.

DELL Program Field Services, Alexandria, VAUsed Remedy IT service management software to track ticket request and update the asset management inventory database.Used Symantec Ghost 11.5 to re-image workstation and laptop computers for end-users as required or requested.Recovered user’s domain profile information and data files in order to transfer the information and files back to the re-imaged computer.Installed software programs/applications as needed or requested.Provided onsite and remote end-user support for computer peripheral hardware/software issues.Provided onsite and remote end-user support for network peripheral connectivity problems.Administered end-user active directory domain accounts.