πŸ“Œ Summary

As an IT Support Specialist for the City of Fort Smith, I supported over 1,000 employees and managed more than 1,200 devices. I improved system reliability, sped up deployments, and reduced downtime by using tools like PDQ Deploy, MDT, and WDS. I also led IT projects, managed vendor contracts, and streamlined support processes to improve efficiency.


πŸ“‚ Role Overview

  • πŸ’Ό Company: City of Fort Smith

  • πŸ“† Duration: January 2011 - April 2018

  • 🏒 Employment Type: Full-time

  • πŸ“ Location: Fort Smith, Arkansas


🎯 Key Responsibilities

  • Technical Support and Troubleshooting - Provided IT support for over 1,000 employees, resolving more than 500 support requests annually, including issues with hardware, software, and networks.

  • System Deployment and Automation - Automated software installs and OS imaging with PDQ Deploy and MDT, speeding up new computer setups.

  • Disaster Recovery Planning - Built custom WDS workflows to restore systems in 30 minutes, reducing recovery time by over 4 hours.

  • Project and Vendor Coordination - Managed 15+ vendor relationships and ensured projects were completed on time and within budget.

  • Process Improvement and Documentation - Created guides and automated scripts to speed up tasks and reduce support request resolution times.

  • Infrastructure Maintenance - Set up, maintained, and repaired desktops, laptops, printers, and network devices across departments.

  • Security and Compliance - Enforced IT security policies, managed system updates, and supported endpoint protection tools.


πŸš€ Achievements and Impact

  • βœ… Reduced recovery time by 85% with automated WDS workflows.

  • βœ… Increased deployment speed and accuracy with PDQ Deploy and MDT.

  • βœ… Cut ticket resolution time by improving support workflows.

  • βœ… Streamlined training with well-maintained IT documentation.


πŸ› Skills

  • Adaptability and Learning
  • Collaboration and Teamwork
  • Customer Service and Communication
  • Documentation and Knowledge Management
  • Hardware and Device Management
  • Incident Management and Resolution
  • Networking and Security
  • Process Standardization
  • Project Management and Task Prioritization
  • Proofreading and Editing
  • Stakeholder Management
  • System Administration
  • Technical Writing

πŸ’»Software and Tools

  • Active Directory
  • Adobe Creative Suite
  • AutoHotKey
  • AutoIT
  • Microsoft Deployment Toolkit (MDT)
  • Microsoft Office Suite
  • Office 365
  • OSTicket
  • PDQ Deploy
  • PowerShell
  • Security and Antivirus Tools
  • ServiceNow
  • Virtualization
  • VPNs
  • Windows Deployment Services (WDS)
  • Windows OS

πŸ“œ Applicable Certifications


🌟 Relevant Testimonials

  • Link to original
  • Link to original
  • Link to original