Preston M Tulay

• Provided Tier I–II enterprise IT support for Judiciary Electronic Travel Systems (JETS) in a Windows-based environment.
• Administered user accounts, permissions, and security access, including onboarding, modification, and deactivation.
• Diagnosed and resolved hardware, software, authentication, and data integrity issues, escalating to Tier III teams as needed.
• Supported system testing, deployments, and upgrades, including UAT and post-implementation reviews.
• Authored and maintained SOPs, job aids, and knowledge base articles using SharePoint and Jira.
• Analyzed help desk trends and recommended process improvements and targeted user training.

Key Achievements

• Updated and standardized security administration SOPs to meet audit requirements.
• Authored multiple knowledge articles that reduced repeat incidents and improved first-contact resolution.

• Supervised a team of 6 IT Support Clerks providing enterprise desktop and field IT support.
• Resolved incidents related to workstations, mobile devices, software, printers, Wi-Fi, and user access.
• Managed hardware configuration, deployment, maintenance, and asset lifecycle tracking.
• Utilized Decennial Remedy to track, assign, and resolve incidents and service requests.
• Supported IT emergency response operations and continuity of services.

Key Achievements

• Designed and implemented an asset inventory and tracking system, improving accountability and reporting.
• Completed advanced Citrix Desktop Director training and onboarded new IT staff more efficiently.

• Led technology operations, system upgrades, and IT infrastructure support for a $22.5M USAID program.
• Oversaw procurement, installation, and maintenance of computer labs, servers, networking equipment, and software.
• Provided desktop and application support to faculty, staff, and administrators.
• Developed technical documentation, SOPs, system reports, and data analyses for stakeholders.
• Coordinated vendors, contracts, and technology deployments across multiple departments.

Key Achievements

• Deployed and supported 10 new engineering and computer laboratories.
• Improved system availability and user adoption through structured documentation and training.

• Provided enterprise desktop, hardware, and software support across mission departments.
• Supported Microsoft Office, email systems, and local networks.
• Delivered IT training and developed user guides and troubleshooting documentation.

• Supported desktop systems, classroom technology, A/V equipment, and peripherals.
• Collaborated with vendors to specify, procure, and deploy new hardware and software.
• Supported faculty and administrative users with technical issues and system upgrades.