Alison McCool-Smith
12800 W. CR 500 N. Yorktown,,USA
Summary
IT Specialist with 3 years of experience at the Federal Bureau of Investigation, skilled in managing IT systems and providing technical support. Proven track record of delivering efficient administrative support for agents over 6 years as an Operations Support Technician. Expertise in troubleshooting, system maintenance, and enhancing operational efficiency. Seeking to leverage technical skills and administrative experience in private sector opportunities.
Overview
9
9
years of professional experience
Work History
IT Specialist
Federal Bureau of Investigation
Indianapolis
08.2022 - Current
- Provided technical support for hardware, software, and phone issues, minimizing downtime through effective troubleshooting and resolution.
- Led system upgrades and new workstation setups, including deploying docking stations, laptops, and upgrading desktops to Windows 11.
- Managed user accounts by creating new employee and TFO accounts, and facilitating password and PIN resets with security compliance.
- Maintained IT documentation and managed hardware/software inventory to improve team efficiency and ensure timely updates.
- Served as Acting SITS for three months, overseeing IT service operations and handling escalations to ensure continuous support delivery.
Operational Support Technician
Federal Bureau of Investigation
Indianapolis
07.2016 - 08.2022
- Coordinated facility and security needs with building management; acted as on-site liaison for contractors, ensuring safety and access control during maintenance and repairs.
- Conducted intake interviews for walk-ins and complaint calls; assessed threats, documented details in investigative systems, and provided professional customer service while directing non-related matters to appropriate resources.
- Researched, tracked, and analyzed threat-related information using investigative databases (DIVS, CLEAR, Accurint) and compiled concise reports for decision-makers.
- Monitored and maintained case file inventories; ensured proper documentation, chain of custody, and compliance with security protocols.
- Processed and tracked Threat to Life reports, providing status updates and training staff on reporting procedures to ensure rapid response.
- Prepared and served administrative subpoenas; uploaded and safeguarded sensitive data in secure systems.
- Monitored live and recorded surveillance feeds; responded to alarms and coordinated with law enforcement to address incidents in real time.
- Operated radio communications, tracked incident logs, and ensured accurate information relay between teams during active operations.
Education
Master's Degree - Public Administration, Criminal Justice
Ball State University
Muncie, IN07.2016
Bachelor's Degree - Criminal Justice
Ball State University
Muncie, IN05-2014
Associates Degree - Criminal Justice
Ivy Tech Community College
Muncie, IN05-2012
Skills
- Critical incident operations & command post setup
- Crisis Management
- Threat monitoring & situational awareness
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Coordination with law enforcement and public safety agencies
- Project management
Other Experience
- Served two years as Lead Crisis Incident Operations Specialist, planning and coordinating large-scale takedowns and leading command post operations to ensure efficient, secure, and successful missions. Trained staff on FBI crisis systems including VCC, ATAK, Orion, SharePoint, Microsoft Teams, and Sentinel Crisis.
- Served as liaison between upper management and crisis response teams to coordinate real-time incident operations.
- Conducted aerial surveillance during 2-3 mission flights per month; operated optical camera systems, relayed detailed visual intelligence, and coordinated with ground teams.
- Fingerprinted and processed individuals in custody, maintaining chain-of-custody and compliance with federal protocols.
- Assisted in agency-wide inventory audits for multiple locations, ensuring accurate asset tracking and compliance.
- Documented large-scale takedowns through professional photography and evidence logging; edited and maintained photo records for investigative and administrative use.
Timeline
IT Specialist
Federal Bureau of Investigation
08.2022 - Current
Operational Support Technician
Federal Bureau of Investigation
07.2016 - 08.2022
Master's Degree - Public Administration, Criminal Justice
Ball State University
Bachelor's Degree - Criminal Justice
Ball State University
Associates Degree - Criminal Justice
Ivy Tech Community College