Back Office Support Technician for PremierOne application, Records Management(RMS)

Customer Support Technician II for Spillman Flex application, Computer Aided Dispatch(CAD), Jail Management(JMS), Records Management(RMS), Mobile.

Product Support Specialist II at CentralSquare TechnologiesSKILLSSolid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problemsExcellent organizational skills and the ability to work on multiple issues at one time throughout the daySolid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problems independently and as a teamDetailed knowledge of software support and tools for customer applicationsStrong detailed oriented and problem solving skillsStrong proficiency in MS OfficeBasic knowledge and experience with MS SQLMaintains an excellent attendance record and is dependableStrives to continually build knowledge and skills (professional and computer) and shares expertise with othersDemonstrable strong communication/interviewing skillsProficient in the use of SalesForce Customer Relationship Management SystemAbility to resolve all Level 1 and Level 2 incidentsDocuments and communicates routine solutions via use of the Knowledge BasePRODUCT SUPPORT ANALYSTProvides technical assistance and provides requested information support to Technical Field ForcePerforming research, testing, and providing recommendationsProvide status reports as directed on progress and accomplishments to managementAssists in proposal preparation by providing input and clarification for technical detailsWork closely with Product Owners, Developers, Quality Assurance and ApplicationFluent in the subject matter of NIBRS and Crime Reporting Procedures to States and Federal Governments.Working with the customer and team to provide business alternatives and recommend solutions before, during, and after the implementation processCreates and manages internal and external systems and procedural documentation

Performs difficult skilled technical work administering county systems and operations of the County’s public safety information systems. Supports the Records Management Systems(RMS), Mobile Field Reporting System (MFR), Sheriff and Jail Records Management Systems(JMS), and all associated software, hardware, and network support for both the JMS, MFR and RMS systems, ensures critical public safety systems function efficiently and effectively on a 24/7 basis. Work is performed under the daily supervision of the IT Network/Systems Administrator. Reports to the Administrative Commander and Colonel for the Sheriff’s Office. Directs, manages, and coordinates the activities and operations of the County’s Sheriff’s Office public safety information systems and facilities as they relate to Information Systems, which will the Records Management Systems(RMS), Mobile Field Reporting System (MFR), Sheriff and Jail Records Management Systems(JMS), and associated emergency responder staff technology. Provides network, software, and hardware support for the Sheriff’s Office and Detention Centers. Sets up and manages over 1,000 accounts on new employees or terminations or name changes.Thorough knowledge of the operation, uses, manuals, standard best practices and capabilities of electronic data processing equipment; thorough knowledge of hardware and software procedures and techniques; general knowledge of the operation of personal computers; ability to understand and carry out written and oral instructions; ability to analyze software or hardware programs and make minor adjustments; ability to operate standard tools of the trade.Knowledge of products include Sungard, Superion, Spillman.

- Research, analyze and compile data from a variety of sources; utilize modern research methods, including frequency distribution, research design, and statistical analysis to identify and evaluate crime series, trends and patterns, and victim and profiling.- Collect and analyze crime reports, arrest data, modus operandi information, field interview information, citation information, and other crime and criminal related data.- Conceptualize and convert raw data to valid criminal intelligence information; study general factors such as population density, the demographic makeup of the population, commuting patterns, economic conditions (average income, poverty level, job availability), effectiveness of law enforcement agencies, citizens' attitudes toward crime, and crime reporting practices.- Prepare and distribute crime information bulletins, informational reports, and trend analysis reports to departmental sections and agencies from other jurisdictions.- Conduct training sessions with department staff and members of the public on crime analysis- Develop computer programs to collect, retrieve, and analyze criminal information.- Participate in the formulation and implementation of a directed patrol program using crime analysis information as the basis of deployment.- Interpret and apply oral and/or written material and instructions; interpret and apply laws and regulations; prepare clear, concise, and comprehensive reports.- Prepare graphs, tables, and statistical charts; gather, assemble, analyze and evaluate facts and evidence, make logical conclusions, and make appropriate recommendations.- Develop and maintain a computerized automated crime information system; use computer hardware and software to retrieve data from internal and external sources, download data from remote sites, and develop reports as needed.- Work independently toward meeting organizational goals in the absence of specific directions.

I am a certified instructor with the Criminal Justice Education & Training Standards Commission of North Carolina. I have instructed on various topics throughout my career.I am currently the agency instructor for approximately 900 users on the agency computer management system.-Jail Management Systems-Mobile Field Reporting-Records Management Systems-Report writing-Property Crimes Investigations-Crime Prevention-Narcotics Investigations-Canine Operations

System Administrator – June 2015 to presentCrime Analyst – December 2010 – June 2015Property and Violent Crimes Detective – Nov 2006 – Dec 2010Supervisor - Crime Interdiction Task Force – Sept 2005 – Nov 2006Federal Task Force Officer (Drug Enforcement Administration) – Jan 2001 – Sept 2005Narcotics Interdiction Detective – Oct 1997 – Sept 2005Canine Handler – Feb 1997 – Sept 2005Special Weapons and Tactics Team – Jul 1996 – Sept 2000Criminal Interdiction Officer – Nov 1996 – Nov 1997Deputy Sheriff (Town Community Officer) – June 1994 – Nov 1996

Detective investigating Violent crimes and Property Crimes.- Assistant Supervisor of four(4) Detectives.- Investigated crimes Homicides, Rapes, Robbery, Aggravated Assaults, Burglary, Larceny

Community Oriented Policing, Problem Oriented Policing. Supervisor over a Tactical Interdiction Squad targeting repeat offenders and wanted person.

Specialized in Investigations related to narcotics trafficking.- Assistant Supervisor of eight(8) Detectives.- Investigated crimes related to Narcotics Trafficking.- Member of International Narcotics Interdiction Association.- Completed approximately 1,000 State and Federal Court Orders and Search Warrants.- Lead Detective on approximately 75 Criminal Jury Trials on the State and Federal Level

Worked to develop and implement a Certification and Training Program for Canine Teams The same certification process is still being followed today.Canine Handler specializing in Narcotics Search, Area Search, Tracking, Handler Protection.Certified by North American Police Work Dog Association.

Special Weapons and Tactics Team Member

Burglary Task Force, DWI Enforcement Task Force

Community Oriented Policing for small town in Guilford County. Responsible for developing a work schedule that met the needs of the town council and citizens. Attended Town Commissioner meetings and provided monthly reports on Crime Rate and trends.

Detective of the Year 2003, 2004Certified in the Investigation and of Clandestine LabsSpecialized Investigations related to the importation of trafficking of illegal narcotics into the Piedmont Triad Region of North Carolina.

Winston-Salem Police Department for 5 years. Implemented Bicycle Patrol for 2 years. Special Operations, DWI Task Force, Patrol Officer