Texas Department of Public Safety
Criminal History Inquiry Unit Technician
July 2016 — Present
• Criminal History Inquiry Unit Technician responsible for performing advanced customer service work, providing technical support and training to over sixty thousand internal and external customers. Expertly provides concise training to customers and client agency representatives, clearly defines regulatory policy and procedures, and interprets specific legislative codes and statutes. Provides proficient technical assistance to individuals having access to all databases.
• Utilizes critical thinking skills by thoroughly evaluating, interpreting, and implementing state and federal statute, and determines eligibility of agencies and their designated personnel for access to highly confidential criminal history record information and databases. Meticulously researches eligibility and requests required documentation, to allow agency access to secure website.
Instrumental in developing standard operating procedures, guidelines and manual used to enhance customer and new employee knowledge base.
• Exhibits exceptional customer service by responding to multiple phone, email, letter and fax inquiries, both internal and external non-criminal and criminal justice agencies, to include public, local and state agencies, and law enforcement. Evaluates criminal history records to determine whether an individual meets the criterion for utilization of the applicable secure website. Compiles and review information obtained from databases and spreadsheets to ensure the accuracy of retrievable data and the generation of statistical reports.
• Disseminates certified fingerprint cards and criminal history responses to appropriate individuals, entities and courts per applicable state statute.