Motivated Support Technician ready to leverage 20+ years of experience in Correctional Technical environments. Enthusiastic about training and self-driven toward resolving problems to maximize productivity.
First counselor to complete the Sergeants Academy.
Participated in 3 Cohorts, currently attending.
Honors, Winter 2004.
Updating and Using Relevant Knowledge:
Utilize various methods to perform research and implement industry standards for ""best practices". Assess personal strengths and weaknesses to pursue training and development opportunities. Strive to continually build knowledge and skills and share expertise with others.
Interacting With Computers:
Implement software and hardware configurations for new and existing agency applications. Assist with deployment of agency-specific images for devices and non-standard (specialized) printers.
Interpreting the Meaning of Information for Others:
Translate and communicate technical terms into non-technical language for customers.
Training and Teaching Others:
Prepared training material on agency-specific applications using established guidelines. Assist technical team members on training on agency-specific applications. Work with management to identify and provide the development, delivery, and/or coordination of training courses and materials that address specific agency needs.
Provide Consultation and Advice to Others:
Evaluate business processes to provide technical solutions to improve daily operations. Share new technology and ideas with team customers to provide better solutions for business process improvement.
Performing Administrative Activities:
Serve as a liaison to the OIR security team. Utilize a problem resolution system to track requests in order to perform trend analysis and performance metrics for reporting purposes.
Share and implement new technology and ideas with team and customers to provide better solutions for business process improvement.
Developing Objectives and Strategies:
Utilize knowledge gained in the business area to implement technical solutions in support of the agency's strategic goals.
Judging the Qualities of Things, Services, or People:
Provide multiple options indicating the best possible technical solution to accommodate agency-specific business needs And issues performance feedback to management identifying strengths, weaknesses, improvement recommendations, training, and goal-setting.
Organizing, Planning, and Prioritizing Work:
Coordinate and work with multiple teams to prioritize, plan, establish goals, and implement projects to meet agency-specific needs.
Resolving Conflicts and Negotiating with Others:
Mediate a wide variety of issues, such as complaints or disputes using policy and procedure as guidelines.
Communicate with customers by telephone, e-mail, or in person in order to provide assistance with Information Technology products and services, Analyze documents, monitor systems, and take action to resolve issues. Seek team support and guidance to ensure analytical and technical experience in IT applications support and gain business knowledge in one or more areas of the organization. Evaluate completed work requests to ensure customer satisfaction, proper resolution, and gathering metrics to determine issue trends for quality improvement.
Making Decisions and Solving Problems:
Respond to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service. Identify and implement appropriate technical solutions to resolve agency-specific business needs. Collaborate with team members within the agency, other departments, and outside resources. Provide customer support and communicate to the team technical resolutions via hands-on, e-mail, remote access tools, and other electronic medium. Track and maintain communication with the customer from the beginning to the end of any established issue or concern. Provide comprehensive technical support services across all technologies for the agency.
Organize and manage a knowledge base of issue resolutions to be used by the IT team. Create resources, reference and instruction materials for technical and customer training. Define, create, and obtain approval to implement IT policies and procedures.
Communicating with Persons Outside Organization:
Communicate effectively with other departments and external entities while representing the state in a professional manner.
Evaluating Information to Determine Compliance with Standards:
Identify any violations to the state's acceptable-use policy and recommend appropriate actions to supervisor.
Communicating with Supervisors, Peers, or Subordinates:
Maintains good working relationship with managers, peers, and the customer served. Communicate effectively by keeping supervisor informed of issues affecting performance and on a regular basis with coworkers/team to share knowledge. Communicate effectively in written form, by e-mail, by phone or in person.
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