Experienced professional offering executive support and leading dispatch teams. Proficient in dispatch team management, learning and development, and dispatch technology.
Dedicated and organized 9-1-1 professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments.
Self-motivated team player skilled in cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
20
20
years of professional experience
Work History
Emergency Communications Training Specialist
North Texas Emergency Communications Center
Carrollton, Texas
12.2023 - Current
Delivered valuable coaching and mentoring for skillset development.
Analyzed training programs to identify areas for improvement and offered recommendations for change.
Assessed and communicated trainee participation and performance to management in detailed reports.
Collaborated with both employees and management to enhance training effectiveness.
Ensured trainees understood the aims and expectations of their training program.
Provided ongoing monitoring and evaluation of training activities to ensure their effectiveness.
Developed and provided supplementary resources to optimize training.
Mentored junior team members and fostered strong employee relationships.
Coordinated multi-jurisdictional incident responses among various law enforcement agencies.
Maintained accurate and comprehensive records of incidents in the database, documenting suspect details and vehicle information.
Provided support in the field for police officers by locating addresses, researching suspects, and running license plate numbers.
Demonstrated expertise in maintaining professionalism through the use of proper telephone etiquette during interactions with callers.
Delivered pre-arrival guidance via phone, inclusive of CPR and first aid training as well as fire evacuation protocols.
Executed composed and professional judgment amidst stress, effectively handling demanding situations.
Coordinated resource allocation with other dispatch centers for seamless response during large scale events.
Proficient in utilizing mapping software to effectively plot incident locations.
Dispatched police, fire, and EMS swiftly by organizing responses to public emergency and non-emergent calls while simultaneously monitoring real-time data.
Efficiently monitored public safety field units, mitigating risks and emergency response delays.
Information Systems Analyst
City of Garland, Texas
Garland, Texas
07.2022 - 12.2023
Expertly diagnosed and rectified technical glitches causing downtime or functionality problems.
Assisted end users in resolving issues related to computer applications, hardware components, and peripherals.
Adeptly analyzed server performance, preemptively identifying and addressing potential problems.
Conducted pre-release testing of application functionality.
Performed in-depth problem analysis to evaluate system issues and determine underlying causes.
Installed system updates, patched programs, and optimized functionality.
Supported users in meeting their hardware and software needs through training and guidance.
Efficiently managed the testing, maintenance, and monitoring of computer programs and systems.
Offered technical assistance to resolve computer malfunctions and program issues experienced by staff and users.
Diagnosed and fixed program/system glitches to restore seamless operation.
Analyzed computer printouts and performance indicators for identifying code problems and fixing errors.
Public Safety Communications Manager
Collin County Sheriff’s Office
09.2018 - 02.2021
Showcased exceptional leadership acumen in navigating organizational changes and resolving crises.
Engaged in consistent staff meetings to discuss progress and identify opportunities for enhancement.
Increased team members' job performance by providing coaching, mentoring and training.
Solved conflicts by offering employees direction based on company guidelines.
Ensured optimal budget utilization by closely monitoring expenses while upholding quality standards
Analyzed team member abilities and assigned appropriate tasks to optimize the efficiency.
Ensured precise and updated documentation of employee attendance, payroll records, and vacation notices.
Generated monthly summaries of operational performance metrics for senior management.
Conducted performance evaluations, offering feedback and mentorship to enhance team growth.
Led 30 employees, driving productivity and delivering exceptional customer service.
Achieved greater operational efficiency through the implementation of process improvements.
Maintained a positive agency image by promptly addressing and resolving customer complaints and issues.
Enhanced team morale and retention by implementing recognition programs and providing career development opportunities.
Evaluated candidates through effective interviewing techniques, making informed hiring decisions.
Counseled and guided newly appointed team members to ensure their familiarity with diverse company initiatives.
Planned and executed team activities, contributing to an inclusive company culture and cohesive teamwork.
Ensured efficient execution of assigned tasks.
Effectively diffused stressful circumstances by remaining composed and handling tense situations with professionalism.
Mediated conflicts and facilitated resolutions between employees for effective dispute resolution.
Planned and directed team meetings for business review and priority communication.
Communications Supervisor
City of McKinney
McKinney
07.2004 - 09.2018
Generated comprehensive reports for review by senior management personnel.
Facilitated the development and implementation of effective training programs on emergency services procedures for staff members.
Monitored 911 calls to ensure response times are accurate and timely.
Regularly assessed the progress and productivity of staff members.
Managed and resolved customer inquiries in a professional manner to maintain excellent service satisfaction.
Guided and supported new dispatch center employees.
Facilitated open communication channels through regular meetings with the team to discuss any work-related concerns.
Served as a communications link between dispatchers and other law enforcement agencies in crucial situations.
Scheduled shifts for dispatchers based on operational needs and staffing levels.
Effectively mentored team members, fostering strong employee connections.
Education
Associate of Science -
Collin County Community College
05.2017
Master Telecommunicator - 1297 Hours
TCOLE
Advanced Instructor - 2015
TCOLE
NIMS - 100, 200, 300, 400, 700, 703a, 704, 800
FEMA
Skills
Team leadership, training, development
Process Improvement
Organizational Management
Systems implementation
Troubleshooting and problem solving
Policies and procedures implementation
Resource Coordination
Goal Setting
High-pressure environments
Budget Development and Management
Quality Assurance Controls
Problem-Solving
Vendor Sourcing
Project management
Team supervision
Training and mentoring
Training implementation
Training Materials Development
Timeline
Emergency Communications Training Specialist
North Texas Emergency Communications Center
12.2023 - Current
Information Systems Analyst
City of Garland, Texas
07.2022 - 12.2023
Public Safety Communications Manager
Collin County Sheriff’s Office
09.2018 - 02.2021
Communications Supervisor
City of McKinney
07.2004 - 09.2018
Associate of Science -
Collin County Community College
Master Telecommunicator - 1297 Hours
TCOLE
Advanced Instructor - 2015
TCOLE
NIMS - 100, 200, 300, 400, 700, 703a, 704, 800
FEMA
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