Tracy Jones
Helena,AL
Summary
Accomplished IT professional with a proven track record at FBI Birmingham, enhancing system efficiency and security through expert application of IT troubleshooting and strategic project implementation. Excelled in Leadership, fostering team collaboration and customer service excellence, significantly improving operational outcomes and user satisfaction.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
32
32
years of professional experience
Work History
Supervisory IT Specialist
FBI Birmingham
10.2014 - Current
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
- Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
- Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
- Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
- Oversaw IT department operations and training.
- Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
- Oversaw daily performance of computer systems and immediately responded to [Type] issues to keep network up and running.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Customized and repaired technology based on staff requests.
- Managed life cycle replacement of hardware and software.
- Wrote strategic business plans outlining need for departmental information technology resources.
IT Specialist
FBI Birmingham
12.1992 - 10.2014
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Trained employees on new technologies, increasing competency levels across the organization.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Implemented user access controls to minimize unauthorized access risks while preserving operational flexibility for authorized users.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
Systems Engineer
Vitalworks
11.2000 - 12.2002
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Implemented networking and server changes to meet client budgets and needs.
- Designed high availability strategies to minimize downtime during critical systems outages or disasters recovery scenarios.
- Customized software solutions to meet unique business needs, increasing user satisfaction.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Resolved issues related to operational components for LAN, WAN and voice systems.
Education
Bachelor of Science - Management Information Systems
University of Alabama At Birmingham
Birmingham, ALSkills
- IT Troubleshooting
- IT Documentation
- Information Security
- Troubleshooting
- System Upgrades
- Application support
- Technical issue analysis
- Application installations
- Project Implementation
- Discharge Planning
- Enterprise Resource Planning
- Software Installation
- Technical Troubleshooting
- Ticket management
- LAN/WAN
- Hardware upgrades
- User Support
- Customer Service
- Staff education and training
- Remote Support
- System Administration
- Complaint resolution
- User credential management
- Account Management
- Software diagnosis
- Network diagnostics
- Call Center Operations
- Videoconferencing
- System Configuration
- Microsoft Windows and Office
- Remote Technical Support
- Device Installation
- Account Administration
Accomplishments
- Three (3) time Recipient of Quality Service Incentive award for providing steller customer service for the Birmingham Division
Timeline
Supervisory IT Specialist
FBI Birmingham
10.2014 - Current
Systems Engineer
Vitalworks
11.2000 - 12.2002
IT Specialist
FBI Birmingham
12.1992 - 10.2014
Bachelor of Science - Management Information Systems
University of Alabama At Birmingham