IT Field Operations Manager

Led a nationwide team of 23 IT Field Operations Engineers monitoring network and system performance and troubleshooting for the Federal Protective Service of the Department of Homeland Security. Supervised Windows-based systems, networks, file and print servers, cloud-based systems and mobile communication devices. Advised on software and equipment acquisition. Managed day-to-day field technicians’ activities including incident management and workload tracking. Coordinated with FPS Operations Manager and Contract Officer Representatives. Ensured quality and cost control.

Managed and led a nationwide team of field technicians monitoring network and system performance. Supervised Windows-based systems and cloud systems. Provided technical expertise and end user solutions. Managed incident resolution and workload. Coordinated with FPS Operations Manager and ensured ITFO activities met government requirements.

Team lead to 5 ITFOs in FPS’ Region 11 NCR. Attended leadership meetings, provided IT support for 6 FPS sites, guided policy and procedures, managed Service Now ticket queue, provided client consulting and training, planned network initiatives, and maintained documentation.

Provided client consulting and training, planned and led network initiatives, maintained server hardware and backup systems, provided VIP support, collaborated on software and hardware testing, troubleshot network and system issues, maintained documentation, and developed contingency plans.

Member of IT Management team representing Help Desk. Coordinated installation and upkeep of technology, developed and executed projects, liaised with business units, recommended technology initiatives, managed staffing, developed training programs, participated in change management, managed service level agreements, and maintained documentation.

Provided IT support for DC Water sites, led level two support, ensured SLA compliance, managed SCCM 2012 imaging and deployments, assisted in project management, managed help desk software, tracked asset inventory, maintained Windows 10 desktops and laptops, managed mobile device systems, and provided staff training.

Used Service Now ticketing system, guided junior techs, ensured SLA compliance, coordinated repairs, imaged laptops and desktops using SCCM 2012, deployed VDI clients, monitored VDI performance, upgraded software and OS, supported disaster recovery, encrypted laptops, managed LAN connectivity, and handled asset management.

Upgraded users from Windows XP to Windows 7, unlocked user accounts via Active Directory, repaired laptops and desktops, imaged devices using SCCM 2007, deployed VDI clients, pushed software updates, monitored VDI units, configured iPhones, supported disaster recovery, encrypted laptops, supported home users, and managed assets.

Planned IT schedules, ensured SLA compliance, resolved Windows OS problems, set up and reimaged computers, sanitized PCs, installed/upgraded software, troubleshot hardware, wrote documentation, performed preventative maintenance, installed new hardware, supported remote assist programs, reported unapproved software, assisted with VPN issues, and provided weekly activity reports.

Provided primary IT support for TSA administrators and VIPs, managed special projects including software upgrades, managed user profiles and email accounts, conducted system assessments, configured VPN and encryption software, deployed software via Altiris, resolved technical issues, updated computer images, configured network devices, provided technical consultation, and developed troubleshooting instructions.

Responsible for hiring and firing, conducting interviews, managing a team supporting 200 employees, overseeing desktop support operations, coordinating laptop and desktop rollouts, managing encryption programs, asset tagging, IT inventory, and conducting yearly reviews.

Installed and maintained hardware and software, resolved Level 2 tickets, validated help desk tickets, provided problem resolution leadership, upgraded user systems, maintained inventory, traveled for repairs and upgrades, provided primary Mac and VPN support, trained new users, reset passwords, tested software, and provided after-hours on-call support.