📌 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 across departments.
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 helped standardize support processes to improve efficiency.
📂 Role Overview
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💼 Company: City of Fort Smith
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📆 Duration: January 2011 - April 2018
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🏢 Employment Type: Full-time
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📍 Location: Fort Smith, Arkansas
🎯 Key Responsibilities
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Technical Support and Troubleshooting - Delivered IT support for over 1,000 city employees. Resolved more than 500 support requests each year, including issues with hardware, software, and network systems.
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System Deployment and Automation - Used PDQ Deploy and Microsoft Deployment Toolkit (MDT) to automate software installs and operating system imaging, reducing setup time for new computers.
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Disaster Recovery Planning - Built custom Windows Deployment Services (WDS) workflows to restore systems quickly. Reduced recovery time from over 4 hours to just 30 minutes.
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Project and Vendor Coordination - Led IT projects and worked with over 30 hardware and software vendors. Negotiated contracts and made sure projects were delivered on time and within budget.
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Process Improvement and Documentation - Created step-by-step guides and automated scripts to reduce repetitive tasks. This helped the IT team work faster and lowered support request resolution times.
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Infrastructure Maintenance - Set up, maintained, and fixed desktops, laptops, printers, and network devices used across city departments.
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Security and Compliance - Helped enforce IT security policies. Managed system updates, applied patches, and supported endpoint protection tools.
🚀 Achievements and Impact
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✅ Cut recovery time during system outages by 85% using automated WDS workflows.
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✅ Improved computer deployment speed and accuracy with PDQ Deploy and MDT.
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✅ Reduced average ticket resolution time by streamlining support workflows.
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✅ Managed 30+ vendor relationships and saved costs through better contract negotiation.
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✅ Wrote and maintained IT documentation to support training and reduce knowledge gaps.
🛠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
💻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
📜 Applicable Certifications
- Advanced Windows Scripting (DHS.gov)
- Coding 101 (DHS.gov)
- Configuring, Managing, and Troubleshooting Microsoft Exchange Server 2010 (Microsoft + Global Knowledge)
- Critical Infrastructure Protection 101 (DHS.gov)
- Cyber Risk Management for Managers (DHS.gov)
- Emerging Cyber Security Threats (DHS.gov)
- Foundations of Incident Management (DHS.gov)
- IS-240B Leadership and Influence (FEMA)
- IS-242B Effective Communication (FEMA)
- M50255 - Managing Windows Environments with Group Policy (Global Knowledge + Microsoft)
- MS6294 - Planning and Managing Windows 7 Desktop Deployments and Environments (Global Knowledge + Microsoft)
- Project Management (Alison)
- Windows Operating System Security (DHS.gov)
🌟 Relevant Testimonials
Link to original"Always maintained a high degree of integrity and professionalism..."
“I had the pleasure of working with Austin on numerous projects after he joined the City’s IT Department in 2011. I quickly realized that Austin was trustworthy, detail oriented, dependable, and very conscientious about getting the task at hand completed, both with accuracy and timeliness.
Austin was always patient and I grew to admire his determination to find solutions when it came to various types of computer related challenges. Realizing that there can be a lot of “idle” time while working and waiting on computers, Austin always kept himself busy and “useful” by going above and beyond to ensure that our systems were up-to-date and functioning properly.
Both professionally and on a personal level, Austin has always maintained a high degree of integrity and professionalism in both his work and communications.
He is confident, enthusiastic, and passionate about what he does and his positive attitude and outlook on life makes him a very likeable person and I was proud to call him both a work colleague and a friend.
His all-around knowledge of computers will remain a valuable resource and contact in the industry.
He is a great asset for any organization that hires him or acquires his services.”
Link to original"Quick to respond, friendly by nature and efficient in resolving problems..."
Austin is a go-getter and always conscientious about providing quick, reliable customer service. As part of a team of IT gurus in our organization, he was often called to solve tech issues for end users. He is quick to respond, friendly by nature and efficient in resolving problems.”
Link to original"Always willing to assist in solving any issues we encountered..."
“Austin is a consummate IT professional, always willing to assist in solving any issues we encountered. Not only did he provide solutions to every challenge presented but did do so in a friendly supportive manner and was a pleasure to work with during his time with us at the City of Fort Smith. A tremendous asset to any organization.”
🔗 Related Links
- 🌐 City Website: www.fortsmithar.gov