Joshua Austin
Summary
Veteran Senior Technology Manager with 20 years leading organizational technology strategy. Adept and knowledgeable at installing and maintaining hardware, software and networking updates. Trains and oversees dedicated tech team to provide maintenance, troubleshooting and IT support. Drafts organizational policy to define standards for technology oversight and use.
Overview
19
19
years of professional experience
1
1
Certification
Work History
SENIOR TECHNOLOGY MANAGER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
10.2017 - Current
- Manages a team of 45 employees supporting end-user services for the State of Delaware's Executive and Legislative branches
- Designed an onboarding process enabling new hires to contribute effectively within 10 business days
- Streamlined print management and reduced costs through detailed data analysis
- Created a support model for streaming legislative sessions for the House of Representatives and Senate
- Automated processes for software deployment, device patching, and asset tracking across 7,000 users and 10,000 devices
- Developed dashboards to enhance lifecycle management insights for agency partners
- Spearheaded the hiring of high-performing personnel
- Managed Windows 10/11 environments
TECHNOLOGY MANAGER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
06.2015 - 10.2017
- Standardized and documented team support processes
- Streamlined agency IT support with campus models, improving efficiency
- Automated workflows, implemented asset tracking solutions, and established patching protocols for devices
- Managed SCCM, Active Directory, Group Policies, Exchange, file servers, and MDM solutions
- Supervised a Windows 7/10 environment and hired top-performing personnel
DESKTOP ENGINEER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
01.2015 - 06.2015
- Administered Active Directory, group policies, and scripting solutions for end-user services
- Provided VIP support for meetings and technical assistance in Windows environments
SENIOR APPLICATIONS SUPPORT SPECIALIST
Office of Management and Budget - State of Delaware
08.2013 - 01.2015
- Standardized team support processes and optimized PC deployment through imaging solutions
- Managed application server and end-user patching
- Supported VIPs with technical needs during meetings
NETWORK TECH II
Delaware State Police - State of Delaware
08.2005 - 08.2013
- Established imaging solutions to streamline PC deployments
- Managed LiDAR hardware for law enforcement and maintained vehicle IT equipment
- Supported end-user environments and assisted VIPs with technical needs
Education
COMPUTER SCIENCE -
Delaware Technical Community College
Dover, DEHIGH SCHOOL DIPLOMA - undefined
Lake Forest High School
Felton, DE06.1999
Skills
- IT Strategic Planning
- End-User Services Management
- Automation and Scripting (PowerShell)
- Budget Forecasting and Cost Control
- Team Leadership and Development
- Customer Service
- Simplifying Complex Problems
- Advanced Windows OS Troubleshooting
- Office 365 Products
- Network administration
- Virtualization
Projects
Microsoft 365 Migration for the State of Delaware
Migrated 26,000 devices to Microsoft Office 365, modernizing the state’s IT infrastructure.
Automated deployment processes using PowerShell, SCCM, and KACE SMA for efficiency and scalability.
Integrated Microsoft Skype and streamlined workflows for smoother communication across state agencies.
Streaming Solution for Legislative Sessions During COVID-19
Designed and implemented a remote streaming solution using Open Broadcast Software (OBS), YouTube, and Zoom.
Enabled uninterrupted legislative operations by providing a seamless, reliable virtual meeting platform.
Supported critical remote sessions to ensure continuity of government operations during the pandemic.
IT Centralization Projects for State Agencies
Transitioned IT services for the Legislative Branch, Governor’s Office, and other state agencies to a centralized model.
Developed user onboarding guides, standardized processes, and streamlined IT operations with tools like KACE SMA, PrinterLogic, and Group Policy.
Deployed Microsoft Office and other critical applications to ensure consistent service delivery and support.
DHR Agile Workspace Project
Centralized DHR staff from multiple distributed locations into two primary workspaces, improving collaboration and efficiency.
Introduced cross-training and streamlined IT support using PrinterLogic, Microsoft Teams, and new Dell hardware.
Enhanced operational efficiency by consolidating support staff and standardizing workflows.
Migrated 26,000 devices to Microsoft Office 365, modernizing the state’s IT infrastructure.
Automated deployment processes using PowerShell, SCCM, and KACE SMA for efficiency and scalability.
Integrated Microsoft Skype and streamlined workflows for smoother communication across state agencies.
Streaming Solution for Legislative Sessions During COVID-19
Designed and implemented a remote streaming solution using Open Broadcast Software (OBS), YouTube, and Zoom.
Enabled uninterrupted legislative operations by providing a seamless, reliable virtual meeting platform.
Supported critical remote sessions to ensure continuity of government operations during the pandemic.
IT Centralization Projects for State Agencies
Transitioned IT services for the Legislative Branch, Governor’s Office, and other state agencies to a centralized model.
Developed user onboarding guides, standardized processes, and streamlined IT operations with tools like KACE SMA, PrinterLogic, and Group Policy.
Deployed Microsoft Office and other critical applications to ensure consistent service delivery and support.
DHR Agile Workspace Project
Centralized DHR staff from multiple distributed locations into two primary workspaces, improving collaboration and efficiency.
Introduced cross-training and streamlined IT support using PrinterLogic, Microsoft Teams, and new Dell hardware.
Enhanced operational efficiency by consolidating support staff and standardizing workflows.
Awards
2023 - Governor's Team Excellence Gear P3 Innovation and Efficiency Award Acknowledged for developing a process enabling multiple DHR teams to collaborate efficiently. This work supported the centralization of DHR staff from two work locations embedded in various state agency sites. Awarded by: John C. Carney, Delaware Governor
2022 - Brian Freshwater Award Celebrated for after-hours community service, including assisting with home repairs, car fixes, and providing education to help others solve problems independently. Awarded by: Jason Clarke, Department of Technology Chief Information Officer
2021 - Governor's Team Excellence Award Recognized for contributing to the migration of all state agencies to Office 365 from legacy Office products. Awarded by: John C. Carney, Delaware Governor
2018 - Division Team of the Quarter Award Acknowledged for automating the DELIS application deployment process and providing continuous support for seamless events in Senate and House chambers during legislative sessions. Awarded by: James Collins, Department of Technology Chief Information Officer
2018 - Spirit of Excellence - Team of the Year Award Honored for creating onboarding processes for the team and initiating efforts to automate workflows, increasing efficiency. Awarded by: James Collins, Department of Technology Chief Information Officer
2017 - Division Team of the Quarter Award Recognized for the successful migration of 50 DELDOT locations to the Cisco EVS system, supporting DMV and DTC’s new Call Center. Over 2,000 phones were migrated using limited resources and automation. Awarded by: James Collins, Department of Technology Chief Information Officer
2017 - Division Team of the Quarter Award Acknowledged for completing the centralization of IT services to DTI for the Legislative Branch of Government and developing a support model for Senate and House sessions. Awarded by: James Collins, Department of Technology Chief Information Officer
2016 - Division Team of the Quarter Award Recognized for leading the team in DELDOT application modernization, saving the state over $500,000 by managing the upgrades internally without vendor assistance. Awarded by: James Collins, Department of Technology Chief Information Officer
2015 - Celebrating Innovation Award
Recognized for creative solutions in rebranding the Enterprise Desktop LAN team, enhancing efficiency through automation and staff training.
Awarded by: James Collins, Department of Technology Chief Information Officer
2015 - Spirit of Excellence - Team of the Year Award
Acknowledged for automating work processes handled by the team to streamline operations.
Awarded by: James Collins, Department of Technology Chief Information Officer
Certification
Extreme Ownership Academy Certification – 2022 Completed training emphasizing leadership principles, accountability, and team efficiency, based on the principles outlined in Jocko Willink's "Extreme Ownership."
Microsoft MD-100 Certification (Managing Modern Desktops) – 2018
Demonstrates expertise in deploying, configuring, securing, managing, and monitoring devices and client applications in a modern desktop environment.
Dell Certification – Valid from 2018 to 2024
Recognized for proficiency in Dell technologies, including hardware, system configurations, and support solutions.
Timeline
SENIOR TECHNOLOGY MANAGER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
10.2017 - Current
TECHNOLOGY MANAGER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
06.2015 - 10.2017
DESKTOP ENGINEER - ENTERPRISE DESKTOP LAN
Department of Technology and Information - State of Delaware
01.2015 - 06.2015
SENIOR APPLICATIONS SUPPORT SPECIALIST
Office of Management and Budget - State of Delaware
08.2013 - 01.2015
NETWORK TECH II
Delaware State Police - State of Delaware
08.2005 - 08.2013
HIGH SCHOOL DIPLOMA - undefined
Lake Forest High School
Extreme Ownership Academy Certification – 2022 Completed training emphasizing leadership principles, accountability, and team efficiency, based on the principles outlined in Jocko Willink's "Extreme Ownership."
Microsoft MD-100 Certification (Managing Modern Desktops) – 2018
Demonstrates expertise in deploying, configuring, securing, managing, and monitoring devices and client applications in a modern desktop environment.
Dell Certification – Valid from 2018 to 2024
Recognized for proficiency in Dell technologies, including hardware, system configurations, and support solutions.
COMPUTER SCIENCE -
Delaware Technical Community College
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