Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
Timeline
Generic

Lynn Collins

Corinth,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Trained in Ticketing software (Team Support) use and negotiation. Known for goal-oriented mindset..

Organized support specialist with 23 years of software experience. Extensive knowledge of SQL use and industry procedures. Supportive support specialist with detailed knowledge of industry practices and skill to provide long-term success for companies.

While specializing in the Implementation, Training, and Technical Support of Police RMS, CAD (Computer Aided Dispatch), and Mobile Applications using SQL, My responsibilities also include building and maintaining Software Updates. The goal is to be a TEAM Member of a growing, enthusiastic and forward thinking Company Specializing in Public Safety products and services.

I believe in myself to be a high achiever who is an analytical problem solver and well organized. I am confident, a self-starter, and result-oriented. Communication skills are authoritative, yet diplomatic and persuasive. I am a technical specialist who is careful, accurate, thorough, and methodical. I am an 18 year Law Enforcement Veteran with 5 years as Chief of Police. I began my software career as Customer Support Manager who was responsible for managing the customer support department. The support department provided initial training and installation services, as well as on-going support services. My most important responsibility was ensuring a high degree of customer satisfaction with our products and services. My primary mechanism for accomplishing this was through managing, training, motivating, and building the support department. This includes both Customer Support Representatives (CSRs) and Technical Resource Personnel (operating system support). Additionally, these responsibilities included hiring, performance review, and termination decisions. I conducted CSR meetings to address support department issues. I assigned CSRs to manage the installation of new customers and add-on sales to existing customers as well as overseeing the installation planning process, which included monitoring hardware and software ordering and delivery, staging the systems, and reviewing CSR installation plans. Responsibilities included managing the CSR calendar to ensure: We were responsive to our customers' needs, We had sufficient resources for providing phone support, CSRs had sufficient off-phone time to prepare for installations and complete support projects. After each installation (on-site visit), I reviewed the success of the trip with the CSR. After the initial installation, I followed-up with the customer to ensure that we had met or exceeded their expectations for the services we provided. After the bulk of the software modules were operational, I again ensured that the customer was pleased with the services we were providing. One of the most challenging aspects of this position was managing customer support calls. There were three primary goals: Responsiveness from initial call to first call back, Resolution time from initial call to call completion, Customer satisfaction with the quality of support provided, Addressed and resolved customer complaints. In short, to insure a positive and proactive relationship with the customer. Provided design/software enhancement recommendations to the Product Development Department, with a main focus to software changes that would reduce the amount of customer support calls. In addition, ensured that the products we delivered are of the highest quality possible. Responsibilities also included developing training syllabuses and installation questionnaires (that allow defining parameters before installation and training assignments). Supportive manager and support specialist with detailed knowledge of industry practices and skill to provide long-term success for companies. Trained in Police Records Management Software use and negotiation. Known for goal-oriented mindset and exceptional troubleshooting skills.

Overview

42
42
years of professional experience
1
1
Certification

Work History

Product Manager/Senior Client Services Rep./Implementation & Training Specialist

Cardinal Tracking, Inc.
07.2002 - 10.2024
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Identified problems, troubleshoots and provides advice to assist users
  • Coordinated with other IS areas to resolve problems if necessary
  • Installed, configured, and maintained the organization's server application and workstations relating to RMS
  • Worked with multiple hardware and software platforms at an intermediate and advanced level
  • Assisted in preparing specifications and user requirements
  • Tested, debugged, and documented software programs for relatively straightforward or small projects
  • Assisted programmer/analysts on more complex projects
  • Worked under more senior programmers to prepare specifications and user requirements
  • Assisted with documenting small programs or program modules
  • Analyzed user specifications and requirements
  • Worked with one or more specific software applications including operating systems, compilers, utilities, and other control modules
  • Responsible for on-site and remote installation and training of new software for client systems
  • Exceptional presentation, communication, and training skills required
  • Full lifecycle experience implementing software applications
  • Tested software applications to validate functionality, accuracy, and usability
  • Learned new software quickly, has an eye for detail, and demonstrates commitment to product quality
  • Assisted customers with system and network administration tasks relating to support of Windows and Software applications
  • High level knowledge of infrastructure support and able to work with client IT staff to facilitate product deployment and issue resolution
  • Technical Support Specialist with a positive attitude and works with a sense of urgency
  • Responsible for troubleshooting and resolving product and database defects
  • Ability to design, code, and publish software install and updates utilizing install program.
  • Ability to diagnose and remediate quality issues
  • Worked closely with project management and development teams
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
  • Developed training handbooks, computer tutorials and reference materials.
  • Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Collected data on program effectiveness to develop modifications and improvements to curricula.Managed approximately 30 incoming calls, emails and faxes per day from customers.'

Chief of Police

Iowa Park Police Department
06.2002 - 02.2005
  • Responsible for providing excellent quality and above standard customer service to both internal and external customers through daily interaction utilizing excellent in-depth knowledge of company products and programs, in order to improve customer service
  • Managed Customer Service team to include hiring, motivating, coaching, counseling, training and problem solving
  • Investigated and responded to client inquiries regarding service, shipments, products and complaints
  • The support department provided initial training and installation services, as well as on-going support services
  • My most important responsibility was ensuring a high degree of customer satisfaction with our products and services
  • My primary mechanism for accomplishing this was through managing, training, motivating, and building the support department
  • This included both Customer Support Representatives (CSRs) and Technical Resource Personnel
  • Additionally, these responsibilities included hiring, performance review, and termination decisions
  • I conducted CSR meetings to address support department issues and assigned CSRs to manage the installation of new customers and add-on sales to existing customers as well as overseeing the installation planning process, which included monitoring hardware and software ordering and delivery, staging the systems, and reviewing CSR installation plans
  • Responsibilities also included managing the CSR calendar to ensure we were responsive to our customers' needs
  • We had sufficient resources for providing phone support
  • CSRs had sufficient off-phone time to prepare for installations and complete support projects
  • After each installation (on-site visit), I reviewed the success of the trip with the CSR
  • After the initial installation, I followed-up with the customer to ensure that we had met or exceeded their expectations for the services we provided
  • After the bulk of the software modules were operational, I again ensured that the customer was pleased with the services we were providing
  • One of the most challenging aspects of this position was managing customer support calls
  • There were three primary goals: Responsiveness from initial call to first call back, Resolution time from initial call to call completion, Customer satisfaction with the quality of support provided, Addressing and resolving customer complaints
  • Implemented community-oriented policing initiatives, strengthening trust between officers and citizens.
  • Developed comprehensive training programs to ensure officer preparedness, resulting in increased professionalism and performance.
  • Reduced crime rates by establishing an intelligence-led policing model and targeting high-risk offenders.
  • Increased staff retention by providing opportunities for professional development, mentorship, and career advancement within the department.
  • Effectively managed crisis situations utilizing negotiation skills along with tactical command thus mitigating threats posed to public safety.
  • Collaborated with other law enforcement agencies to enhance regional security and information sharing capabilities.
  • Enhanced departmental efficiency with streamlined processes and updated technology systems.
  • Oversaw major investigations including homicides, drug trafficking operations, and financial crimes leading to significant arrests and convictions.
  • Developed and maintained positive relationships with media outlets, ensuring accurate and transparent coverage of departmental activities at all times.
  • Created partnerships with local schools to implement anti-bullying programs addressing both physical altercations as well as cyberbullying incidents effectively.
  • Improved community safety by implementing proactive policing strategies and fostering strong relationships with local organizations.
  • Implemented a robust performance evaluation system for officers, providing constructive feedback and promoting continuous improvement within the force.
  • Championed the use of data-driven decision-making tools to inform resource allocation decisions and address emerging crime trends proactively.
  • Conducted investigations to identify suspicious activities, violations of policies and regulations and potential threats.
  • Effectively led investigations, ensured safety protocols were followed, and handled high-pressure situations.
  • Coordinated with law enforcement agencies to respond to security incidents and emergencies.
  • Liaised with local, state, and federal regulatory agencies to streamline investigation completion.
  • Effectively rolled out new systems for criminal prosecutorial case logs, crime reports, investigations, suspect records, and operational agendas, resulting in strengthened traceability.
  • Developed and implemented security policies, procedures and systems to protect personnel, property and data.
  • Verified and authenticated validity and admissibility of evidence and preserved its integrity for court hearings while testifying under oath in administrative hearings and criminal court cases.
  • Researched and maintained current knowledge of Law Enforcement trends and technologies to apply best practices and strategies.

Senior Criminal Investigator - Leutenant

Iowa Park Police Department
06.1998 - 06.2002
  • Developed and directed the implementation of goals, objectives, policies, procedures and work standards for the Police Department while also preparing and administering the department's budget
  • Planned, organized, administered, reviewed and evaluated the work of sworn and non-sworn staff through subordinate levels of supervision
  • Provided for the selection, training, professional development and work evaluation of department staff while also authorizing discipline as required and provided policy guidance and interpretation to staff; ensuring that laws, ordinances and policies were consistently enforced
  • Contributed to the overall quality of the department's service by developing, reviewing and implementing policies and procedures to meet legal requirements and City needs
  • Oversaw all City police functions including community-oriented policing, patrol, crime prevention, investigation, traffic enforcement, school services, dispatch and records
  • Directed the investigation of major crimes in coordination with other agencies; and assisted the City and District Attorney in the preparation of cases
  • Prepared, recommended implementation of strategic plans to meet the City's current and long-range needs
  • Conferred with and represented the department and the City in meetings with members of the City Council, members of boards and commissions, various governmental agencies, local law enforcement agencies and a variety of public and private organizations
  • Worked closely with the City Manager, the City Council, other City departments, a variety of public and private organizations and citizen groups in developing programs and implementing projects to maximize police services
  • Prioritized and allocated available resources; reviews and evaluated program and service delivery, making recommendations for improvement and ensuring maximum effective service provision
  • Prepared and directed the preparation of a variety of written correspondence, reports, bid and requests for proposals, contracts, procedures, ordinances and other written materials
  • Maintained and directed the maintenance of working and official departmental files
  • Monitored changes in laws, court decisions, regulations and technology that may affect departmental operations; implemented policy, procedural and operational changes as required
  • Performed other duties of a similar nature or level

Police Academy Instructor

Vernon Police Department
04.2000 - 03.2002
  • Performed a variety of training tasks instructing general law enforcement topics including: Texas Penal Code, Code of Criminal Procedure, Traffic Laws
  • Designed and administered exams, while also monitoring student progress and activities, to include formal evaluations

Police Officer, Promoted to Criminal Investigator

Vernon Police Department
02.1993 - 06.1998
  • Directed and led subordinates in enforcing laws and ordinances for the Police Department
  • Supervised, evaluated, trained and provided guidance to subordinate personnel
  • Ensured subordinate compliance with department policies and state law
  • Attended community meetings and responded to inquiries about safety and crime prevention
  • Maintained detailed records of investigations, ensuring accuracy and compliance with departmental policies and procedures.
  • Gathered facts from interviews of suspects, witnesses, and complainants.
  • Delivered calm, professional testimony to support case evidence, establish timelines, and offer law enforcement expertise.
  • Followed constitutional standards to properly obtain and execute warrants for arrests and searches.
  • Identified witnesses and collected statements to gather information and pursue remedies for violations of legal standards.
  • Marked off crime scenes and controlled access to protect evidence from tampering or loss.
  • Implemented cutting-edge training programs for investigative staff, enhancing overall departmental expertise in criminal investigations.
  • Coordinated multi-agency task forces targeting organized crime networks, dismantling illegal operations across jurisdictions.
  • Established strong working relationships with federal partners for seamless coordination on cross-border investigations.
  • Mentored junior investigators, sharing best practices for successful case management and evidence collection.
  • Assisted detectives in solving cold cases using new technology advancements and innovative analytical methods.
  • Streamlined investigative processes, implementing time-saving strategies to expedite case resolutions.
  • Collaborated with forensic experts to analyze complex evidence, enabling accurate conclusions about criminal activity patterns.
  • Enhanced interagency collaboration for successful case outcomes through regular communication with law enforcement partners.
  • Utilized advanced technology tools for efficient data analysis, enhancing the overall effectiveness of criminal investigations.
  • Prevented future criminal activity by identifying and apprehending dangerous suspects in a timely manner.
  • Improved case resolution rates by conducting thorough criminal investigations and utilizing effective interview techniques.
  • Reviewed unsolved cases regularly to identify possible links or patterns that may have been overlooked initially.
  • Conducted surveillance operations to gather intelligence on suspected criminal activities, leading to multiple arrests.
  • Participated in discipline process and on discipline panels
  • Coordinated investigative activities at a crime scene or significant or unusual event
  • Responsible for achieving goals and results in area of command or responsibility
  • Utilized available resources by assigning personnel and monitoring their work to ensure proper performance of police functions
  • Assisted in preparing budget
  • Communicated and maintained good relations with the general public, City officials and other law enforcement agencies
  • Analyzed crime data and directed resources accordingly
  • Interpreted policies and procedures for application
  • Researched and recommended policy and/or procedures governing department operations
  • Interpreted laws, ordinances and court decisions relating to enforcement activities
  • Managed caseload efficiently while prioritizing high-risk situations to protect public safety effectively.
  • Provided expert testimony during legal proceedings, contributing to successful prosecution of offenders in numerous cases.
  • Gathered crucial evidence by executing search warrants and processing crime scenes meticulously.
  • Strengthened community relations by participating in public outreach events, promoting trust between law enforcement agencies and citizens.
  • Developed actionable leads through diligent suspect interrogations, resulting in breakthroughs on high-profile cases.
  • Increased conviction rates by presenting comprehensive reports and testifying effectively in court proceedings.
  • Conducted impartial investigations into complaints by employees.
  • Documented findings and prepared detailed reports.
  • Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
  • Collaborated with federal agencies on investigations.
  • Carefully documented statements, observations, and evidentiary materials.
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
  • Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
  • Prepared case reports from allegations, transcripts of interviews and physical evidence.
  • Interviewed and interrogated suspects.
  • Conducted interviews with witnesses and suspects.
  • Supervised and motivated field investigators and collaborated with personnel to identify strengths and areas of weakness.
  • Documented drug transactions to gather evidence and complete undercover investigations.
  • Secured search warrants to investigate scenes of crimes and collect evidence.
  • Oversaw criminal cases, coordinated investigations, and prepared evidence and investigators for court cases.
  • Collected and preserved physical evidence, photographs and laboratory submissions.
  • Obtained and verified evidence by interviewing, observing, and conducting surveillance of suspects and records.
  • Trained team members on agency processes, court procedures and investigation strategies.
  • Substantiated validity and admissibility of evidence and preserved data integrity for court hearings.
  • Consulted and cooperated with legal staff to verify timely and efficient investigation completion.
  • Conducted multi-scope research into suspects to determine criminal activities and suspect operating environments.
  • Collected crime scene evidence, examined bodies, and investigated secondary locations to build detailed cases based on sound evidence handling practices.

Police Detective

Vernon Police Department
11.1989 - 12.1992
  • Responsible for the criminal investigations department and for further investigation of all felonies and other such misdemeanors that required extended investigation
  • Assignment required regular public contact with a high degree of tact, judgment, and technical knowledge
  • Prepared case packets for District and County Attorneys Office and testified in court when required

Police Officer

Vernon Police Department
04.1983 - 11.1989

Education

High School or equivalent -

Vernon High School
Vernon, Texas

Certification -

TCLEOSE / Peace Officer Instructor
Austin, Texas

Some College Coursework Completed - Criminal Justice

Vernon Regional Junior College
Vernon, Texas

Certification -

Texas Peace Officer License
Wichita Falls, Texas

Skills

  • Senior Software Technical Support & Implementation
  • Software Tester & Documentation
  • SQL Server 2000 / 2022
  • Texas Law Enforcement Officer
  • Windows Operating Systems

Additional Information

I believe in myself to be a high achiever who is an analytical problem solver and well organized. I am confident, a self-starter, and result-oriented. My communication skills are authoritative, yet diplomatic and persuasive. I am a technical specialist who is careful, accurate, thorough, and methodical. I am an 18 year Law Enforcement Veteran with 5 years as Chief of Police. I began my software career as Customer Support Manager who was responsible for managing the customer support department. The support department provided initial training and installation services, as well as on-going support services. My most important responsibility was ensuring a high degree of customer satisfaction with our products and services. My primary mechanism for accomplishing this was through managing, training, motivating, and building the support department. This includes both Customer Support Representatives (CSRs) and Technical Resource Personnel (operating system support). Additionally, these responsibilities included hiring, performance review, and termination decisions. I conducted CSR meetings to address support department issues. I assigned CSRs to manage the installation of new customers and add-on sales to existing customers as well as overseeing the installation planning process, which included monitoring hardware and software ordering and delivery, staging the systems, and reviewing CSR installation plans. Responsibilities included managing the CSR calendar to ensure: We were responsive to our customers' needs, We had sufficient resources for providing phone support, CSRs had sufficient off-phone time to prepare for installations and complete support projects. After each installation (on-site visit), I reviewed the success of the trip with the CSR. After the initial installation, I followed-up with the customer to ensure that we had met or exceeded their expectations for the services we provided. After the bulk of the software modules were operational, I again ensured that the customer was pleased with the services we were providing. One of the most challenging aspects of this position was managing customer support calls. There were three primary goals: Responsiveness from initial call to first call back, Resolution time from initial call to call completion, Customer satisfaction with the quality of support provided, Addressing and resolving customer complaints. In short, to insure a positive and proactive relationship with the customer. Provided design/software enhancement recommendations to the Product Development Department, with a main focus to software changes that would reduce the amount of customer support calls. In addition, ensured that the products we delivered are of the highest quality possible. Responsibilities also included developing training syllabuses and installation questionnaires (that allow defining parameters before installation and training assignments).

Certification

Active Texas Master Peace Officer License

Languages

English
Professional Working

Timeline

Product Manager/Senior Client Services Rep./Implementation & Training Specialist

Cardinal Tracking, Inc.
07.2002 - 10.2024

Chief of Police

Iowa Park Police Department
06.2002 - 02.2005

Police Academy Instructor

Vernon Police Department
04.2000 - 03.2002

Senior Criminal Investigator - Leutenant

Iowa Park Police Department
06.1998 - 06.2002

Police Officer, Promoted to Criminal Investigator

Vernon Police Department
02.1993 - 06.1998

Police Detective

Vernon Police Department
11.1989 - 12.1992

Police Officer

Vernon Police Department
04.1983 - 11.1989

Certification -

TCLEOSE / Peace Officer Instructor

Some College Coursework Completed - Criminal Justice

Vernon Regional Junior College

Certification -

Texas Peace Officer License

High School or equivalent -

Vernon High School

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Lynn Collins