I supervise a technical help desk for users of the Utah Criminal Justice Information System (UCJIS). This system is used primarily by the criminal justice community to access driver license, motor vehicle and criminal history information as well as other information such as crime lab, concealed permit and warrant files.
This section of the Bureau is the point of contact for all federal, state and local criminal justice agencies within the state as well as agencies from other states and countries.This help desk provides 24/7 assistance with regards to system access such as logon and password activation, access requests, security background checks of users, monitoring NCIC and Nlets usage and quality control of records entered into these systems.
My role is to oversee the Help Desk operation and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions for multiple platforms and networks.
Created and maintained a knowledge base reference and training resource to ensure that all staff are utilizing the most current information as well as guaranteeing that all staff has access to the same data to facilitate resolutions. I also contribute to problem resolution by giving in-person, hands-on support to end users. I perform all this with a high focus on customer service and satisfaction.
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