Hi, I’m
CARA MCCOY
Lincoln,NE
Summary
Highly motivated professional known for being a self-starter and able to work independently as well as within a team/group to best enhance organizational goals. Able to maximize contributions by learning new processes, techniques and programs quickly. Customer service oriented with strong focus working with a wide variety of customers and providing troubleshooting support following step-by-step processes. Skilled working under extreme pressure, as well as adapting to new situations and challenges.
Overview
10
years of professional experience
Work History
Lancaster County Department of Community CorrectionsLincoln, Nebraska
Drug Screening Lead Technician
07.2018 - 11.2022
Job overview
- Assist in maintaining company goals and polices by creating and maintaining well-organized hardcopy filing and digital filing systems on SharePoint, Google Drive
- Utilized SharePoint and various information management/ticketing systems such as AIMS, Justware, Oracle, BI, NPACS, CJIS, NCJIS, & JUSTICE to disseminate information, track projects, and monitor client progress as well as to identify and resolve obstacles
- Created and maintained office documentation and manuals for self-service learning and troubleshooting
- Complied and enforced company safety and risk management policies and procedures
- Empowered employees to independently resolve problems and disputes, assisting as needed
- Monitored office supplies inventory and placed orders for urinalysis supplies or electronic monitoring equipment to maintain optimum levels within department budget
- Created and enforced standard policy and procedures of department to maintain consistency, public transparency, and quality of services
- Developed and supported implementation of new systems through defined and approved process improvement plans for efficacy and quality of services to customers
- Prepared detailed client support services with performance predictions and cost estimates for new service solutions utilizing cost-analysis and program/product comparison
- Diagnosed and resolved technical hardware and software issues, as well as connectivity issues for remote breathalyzing (RB) equipment, continuous alcohol monitoring (CAM) equipment and electronic monitoring (EM) equipment
- Guided clients through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures via phone, chat, desktop chat and through online meetings for remote breathalyzing equipment, continuous alcohol monitoring equipment and electronic monitoring equipment
- Accommodated wide-ranging client experience levels by adjusting technical support strategies and utilizing indirect assisted support and self-service support methods
- Composed and sent planned and unplanned service outage and management change notifications for information management systems and management information systems utilized within the department
The Owens CompaniesLincoln, Nebraska
Program Manager
01.2014 - 07.2018
Job overview
- Oversaw rural office and managed employees who provided direct support services to a wide variety of customers and public
- Hired qualified employees using targeted strategies to reach candidates
- Oversaw employee recruitment, training, and onboarding processes
- Determined office financial needs and developed budgets for expenditures
- Preserved files and records with established digital and hard copy filing systems
- Created and implemented document specific distribution
- Complied with company safety and risk management policies and procedures
- Accommodated wide-ranging client experience levels by adjusting technical support strategies to individualized needs
- Represented company at meetings, conferences, and other events to promote organization and programs
- Communicated program changes, strategic initiatives, and other key information to department staff and other external stakeholders
- Monitored office supplies (company specific forms, electronic monitoring equipment, urinalysis panels and cups, printer paper, ink, etc.) and placed orders to maintain optimum levels of items within department budget
- Guided participants through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures via phone, chat, desktop chat and through online meetings for electronic monitoring equipment
- Diagnosed and resolved technical hardware and software issues, as well as connectivity issues for VPN and electronic monitoring equipment to ensure accurate, real-time communication with the devices and software
- Traveled to various worksites to troubleshoot, repair, and provide diagnostic support for electronic monitoring devices and equipment
- Improved user performance by providing training in hardware and software installation, use, and troubleshooting techniques
- Developed and supported implementation of new systems and programs through defined and approved process improvement plans for efficacy and quality of services to customers.
Lincoln Regional Center, Human ServicesLincoln, Nebraska
Mental Health Security Specialist
08.2012 - 01.2014
Job overview
- Maintained detailed records of daily support activities, conflicts and resolutions, and outcomes
- Accommodated wide-ranging client experience levels
- Communicated program changes, strategic initiatives, and other key information to department staff
- Empowered co-workers and patients to independently resolve problems and disputes, assisting as needed
- Complied with company safety and risk management policies and procedures
- Utilized effective verbal and physical de-escalation techniques
- Worked under extreme pressure and in hostile situations that sometimes required escalating the matter to higher management or sourcing further help
Education
Doane University
Bachelor of Arts from Criminal Justice
05.2014
Southeast Community College
Associate of Applied Science from Criminal Justice
05.2009
Southeast Community College
Associate of Arts from General Studies
12.2008
Skills
- Attentive, Observant, and Detail-Oriented
- Multiple Priorities Management
- Continuous Professional Development and Self Improvement
- Stress Management and Excels Under Pressure
- Promoting Positive Work Environment and Team Building
- Management, Supervision & Leadership Ability
- Community Relationship Building and Collaborating
- Strategic Planning, Scheduling & Organizing
- Analytical and Innovative Thinking
- Evidence-Based Decision Making
- Active Listening and Motivational Interviewing
- Preliminary Conclusions and Recommendations
- Program Improvement, Materials Developing and Policy Advising
- Safety and Risk Assessment
- Educating, Mentoring, and Training
- Researching Skills, Fact Checking, Data Analysis and Investigation
- Confidential Records and Data Management
- Legal System Knowledge
- Microsoft 365, SharePoint, and Google Suites
- Information Gathering, Research Conducting, & Self-Study
- Explanatory Writing, Reading Comprehension, & Active Listening
- Written & Verbal Communication
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Drug Screening Lead Technician
Lancaster County Department of Community Corrections
07.2018 - 11.2022
Program Manager
The Owens Companies
01.2014 - 07.2018
Mental Health Security Specialist
Lincoln Regional Center, Human Services
08.2012 - 01.2014
Doane University
Bachelor of Arts from Criminal Justice
Southeast Community College
Associate of Applied Science from Criminal Justice
Southeast Community College
Associate of Arts from General Studies
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