Network and Systems Specialist

• Jul 2023 - Present

Client Support Analyst

• Dec 2022 - Jul 2023

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS-based endpoints (Laptops Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office. Provided technical support to approximately 200 Dental Clinic Chairs providing support for dental software, X-ray sensors, printers, and other peripherals. Work within an ITIL, metrics-driven service operation environment to provide technical support, assistance, and creative solutions. Detailed documentation of all work and resolutions in the EasyVista ticketing system. Show less

Technology Support Technician

• Jul 2022 - Dec 2022

• Executed the day-to-day desktop support for all classroom technology in two elementary schools, increasing teaching efficiency and minimizing downtime due to technology issues. • Ensured security and reliability of approximately 500 devices by performing Operating System and Software updates; monitoring compliance among devices. • Served on committee focusing on securing district-wide security and ensuring reliable infrastructure with a targeted uptime of 99.999% and increasing device user confidence. • Troubleshooted, diagnosed, and resolved hardware & software-related issues with laptops, iPads, printers, network connectivity and audio/visual equipment in 2 schools. • Traveled to other facilities across the district as required to provide high level service and seek out additional training and experience. • Coordinated support of 50+ teachers and support staff on the use of productivity software including Google G Suite, Apple Productivity Suite, and Microsoft 365. • Operated ticketing system to track, manage and document resolutions for all user support requests. Netted top 10% results on team. Show less

Chief Probation/Parole Officer

• Sep 2007 - Jul 2022

• Managed and led team of up to 10 Probation/Parole Officers overseeing up to 100 cases each. Supervised Judicial Services Coordinators and clerical personnel.• Maintained an elevated level of supervision standards across all caseloads and enforced division policy. • Influenced the hiring process for new employees including conducting and evaluating candidate interviews for district with over 250 employees.• Reviewed randomly selected cases and composed findings summaries of approximately 100 cases per month to confirm quality supervision by officers and guarantee a high rate of offender compliance.• Guided decision-making processes for offender supervision including assigning cases, coordinating workflows, scheduling, time entry, and staff development, thus ensuring a high rate of offender compliance.• Facilitated disciplinary, dispute and grievance action processes when necessary for up to 10 officers.• Monitored officer performance, improving using feedback, monthly case reviews, and coaching sessions. • Designed inter-agency transfer process of offenders between counties, overseeing 20 to 30 transfer cases daily, requiring considerable influence and interpersonal strategies.• Trained and counseled over 10 new supervisors, providing guidance on process management, employee supervision, and managing unit operations to ensure quality supervision and provide for the public safety of the community. Show less

Probation Parole Officer

• Jan 1999 - Sep 2007