Job Search Status
Open to workDesired start date: Flexible
Desired Job Title
IT Systems Specialist IISenior IT TechnicianIT TechnicianWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Mobile, AL
Open to relocation: No
Open To Work
Verified
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Jessica Wood
Prattville,AL
Work Preference
Summary
Resourceful IT Technician with extensive experience supporting software and hardware for 30,000 law enforcement users. Specializes in troubleshooting, network monitoring, and end-user training. Led task delegation to ensure timely project completion while collaborating with agencies to resolve technical issues and enhance customer satisfaction.
Overview
18
18
years of professional experience
Work History
IT Systems Specialist II
Alabama Law Enforcement Agency (ALEA)
Montgomery, AL
12.2023 - Current
- Support statewide enterprise systems that manage Alabama driver licensing, identification credentials, CDL operations, and online driver services.
- Coordinate enterprise software projects from planning through implementation while collaborating with business units, developers, vendors, and executive leadership.
- Oversaw administration of user accounts, ensuring appropriate access and security, security permissions, and system access while protecting sensitive personally identifiable information (PII).
- Develop and execute User Acceptance Testing (UAT), System Integration Testing (SIT), regression testing, and production validation for new system releases.
- Create detailed test plans, business scenarios, and technical documentation to ensure successful software deployments.
- Ensure compliance with federal and state regulations by executing necessary changes, ensuring compliance with Real ID and CDL requirements.
- Analyzed business processes and recommended technology improvements to enhance efficiency and service delivery.
- Develop user guides and training materials while providing technical training to licensing staff statewide.
- Monitored production environments and coordinated issue resolution to reduce operational disruptions.
Senior IT Technician
Alabama Law Enforcement Agency (ALEA)
Montgomery, AL
11.2020 - 12.2023
- Provided enterprise technical support for software, hardware, and network services supporting approximately 30,000 law enforcement users throughout Alabama.
- Resolved complex hardware, software, network, and application issues for federal, state, and local criminal justice agencies.
- Monitored network resources and system performance to proactively identify and address outages and security concerns.
- Provided remote technical support using Bomgar, reducing user downtime and improving response times.
- Supported routers, switches, desktop computers, peripherals, and enterprise applications.
- Led shift operations by assigning tasks and coordinating activities to ensure timely resolution of support requests.
- Documented incidents, troubleshooting procedures, and technical knowledge articles to enhance team efficiency and knowledge sharing.
- Trained new technicians on support procedures, software installation, and troubleshooting techniques.
- Assisted with Message Switch administration and FTP processing to maintain statewide communications.
IT Technician
Alabama Law Enforcement Agency (ALEA)
Montgomery, AL
11.2015 - 11.2020
- Delivered Tier II technical support for enterprise applications, Windows workstations, hardware, and networking equipment.
- Diagnosed and resolved software, hardware, and connectivity issues for thousands of statewide users.
- Installed, configured, and supported desktop hardware, printers, scanners, and software applications.
- Maintained documentation and troubleshooting guides to enhance support procedures.
- Assisted in onboarding and training new technical staff to ensure effective integration.
- Collaborated with vendors and internal departments to efficiently resolve technical issues.
- Monitored enterprise systems to ensure reliability, security, and continuous availability.
Skills
- Professionalism and reliability
- Adaptability and flexibility
- Problem solving
- Effective communication
- Attention to detail
- User acceptance testing
- System integration testing
- Technical documentation
- Security compliance
- Network troubleshooting
- Vendor collaboration
- Incident resolution
- End-user training
- Incident management
- Application support
- Hardware troubleshooting
- Project management
HIGHLIGHTS
- More than 18 years of Alabama state government experience.
- More than 10 years supporting enterprise information technology systems.
- Supported technology serving approximately 30,000 law enforcement users statewide.
- Promoted from IT Technician to Senior IT Technician and then IT Systems Specialist II.
- Extensive experience working with federal, state, and local government agencies.
- Strong background in enterprise system implementation, software testing, technical support, compliance, and customer service.
Timeline
IT Systems Specialist II
Alabama Law Enforcement Agency (ALEA)
12.2023 - Current
Senior IT Technician
Alabama Law Enforcement Agency (ALEA)
11.2020 - 12.2023
IT Technician
Alabama Law Enforcement Agency (ALEA)
11.2015 - 11.2020