Jennifer Rupert
Trainer
Summary
Experienced Trainer with expertise in developing and delivering successful Customer Service, Public Safety, and Telecommunications training programs. Highly motivated process developer with a keen ability to prioritize projects, manage teams, and establish effective customer relationships. Organized, focused, and a multi-tasker able to deliver high-quality, elegant training while meeting objectives and exceeding expectations. Hands-on, “Roll-up my sleeves,” critical-thinking leader with exceptional communication and presentation skills. Highly analytical with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes; ability to work in fast-paced, changing environments while maintaining an eye for detail. Innovative Assistant Professor bringing proven success in implementing technology-based curriculum delivery and assessment tools. Passionate about fostering academic development and success for every student.
Overview
24
24
years of professional experience
8
8
Certifications
Work History
Adjunct Professor
Mercer County Community College
8 2023 - Current
- Delivered live and remote training sessions for the college and external community
- Provided on-demand training programs in Civil Service, Customer Service, Change Management, and Leadership
- Enhanced participant engagement and knowledge retention through interactive training methods.
Training Instructor
Tista Tech
06.2021 - Current
- Developed comprehensive training programs for Next Gen software, enhancing user proficiency
- Authored detailed training documentation, facilitating smooth onboarding
- Conducted training sessions for end users and new hires, ensuring seamless transition to new software
- Partnered with stakeholders, SMEs, and IT teams to tailor training programs to specific needs
- Produced training videos and reference materials, improving self-paced learning.
Implementation Trainer
GeoComm
08.2015 - 01.2020
- Led training for new mapping solutions, enhancing user adoption and satisfaction
- Delivered on-site and remote training post-sale, ensuring successful implementation
- Created engaging training videos and materials, boosting internal and customer knowledge
- Implemented NPS surveys and maintained comprehensive training documentation, improving user experience
- Standardized training guides for internal and external stakeholders
- Mentored colleagues to improve their training skills, fostering a collaborative culture
- Shared insights at company meetings, enhancing team awareness of dispatch operations
- Conducted cross-departmental training on proprietary software, increasing internal proficiency
- Developed LMS content using Articulate360 and iSpring, optimizing e-learning.
Application Specialist
New World Systems
07.2014 - 11.2014
- Coached and trained 10+ safety employees on cad.net configuration, enhancing emergency response efficiency
- Oversaw multiple public safety communication centers, ensuring operational readiness
- Facilitated IT collaboration to streamline UE system implementation for Call Center agents
- Configured, updated, and troubleshot key software and hardware, ensuring minimal downtime
- Supported Go Live and post-Go Live phases, ensuring smooth transitions for communication centers
- Partnered with management and SMEs to develop comprehensive training programs
- Implemented auto-populate features for public safety agencies, increasing data accuracy
- Trained users on system operations and software applications, boosting user competency
- Audited business workflows, providing actionable feedback for process improvements
- Documented software issues, applied fixes, and maintained case information in accordance with SOP
- Developed knowledge base articles, enhancing non-technical support resources.
Senior Emergency Communications Specialist
Ocean County Sheriff's Department
07.2000 - 07.2014
- Mentored and educated 9 Public Safety Telecommunicators, improving team competency
- Served as SME for dispatch operations across 30+ municipalities, ensuring efficient emergency response
- Developed and implemented comprehensive training programs, standardizing procedures
- Conducted training sessions for 50+ employees, enhancing their emergency response skills
- Analyzed and improved training programs, optimizing effectiveness
- Trained operators on call and emergency procedures, ensuring protocol adherence
- Led team in entering Arrest Warrants into NCIC database, maintaining data integrity
- Compiled training and progress reports, facilitating coaching and development
- Provided performance coaching to Telecommunicators, improving job performance
- Coordinated multi-jurisdictional dispatch, ensuring seamless communication
- Identified and reported communication system errors, maintaining operational efficiency.
Emergency Communications Specialist
Ocean County Sheriff's Department
01.2000 - 01.2008
- Trained new employees on ANIS, ALIS, and TDD systems, enhancing operational readiness
- Co-developed Training Manual for new hires, standardizing onboarding processes
- Accurately recorded and transmitted emergency data, ensuring swift response
- Verified and assessed emergency information, prioritizing response actions
- Provided safety instructions during non-medical emergencies, mitigating risks.
Education
Master of Science - Homeland Security
Georgian Court University
Lakewood, NJ 05.2001 -
Associate of Applied Science - Paralegal Studies
Ocean County College
Toms River, NJ 05.2001 -
Bachelor of Arts - English Literature
Elon University
Elon, NC 05.2001 -
Skills
Software Configuration
Telecom
Call Center Management
Emergency Communications
Public Safety
Leadership
Public Speaking
Coaching
Training
Cross-functional Team Building
Law Enforcement Support
Emergency Management
AWS
Customer Satisfaction
Customer Service
LMS Experience
Telecommunication Devices for the Deaf (TDD)
NetSuites
MS Office 365
Expensify
Dispatch Map
GeoLynx Server
GeoLynx Desktop
Venue Mapping
Go to Meeting
Go to Assist
Skype
Word
Excel
Paint
Camtasia
Aegis CAD
Aegis LERMS
NCIC 2000
AOCTELE
Aegis
CADnet
Articulate 360
iSpring
Student Engagement
Group Instruction
Classroom Management
Student Motivation
Online Class Discussion
Lesson Planning
Active Learning
Online Teaching
Classroom presentations
Project-based learning
Course Planning
Classroom oversight
Individualized support
Lesson development
Subject matter expertise
Learning Assessments
Diversity awareness
Innovative Teaching
Teamwork and Collaboration
Problem-Solving
Lecturing
Problem-solving abilities
Multitasking Abilities
Excellent Communication
Decision-Making
Self Motivation
Adaptability and Flexibility
Effective Communication
Active Listening
Organizational Skills
Attention to Detail
Class Instruction
Problem-solving aptitude
Analytical Thinking
Technology-based curriculum
Analytical Skills
Websites
Certification
National Emergency Communication Institute (NECI) 9-1-1 Instructor
Educationcontributions
Georgian Court University, Lakewood, NJ, Master of Science, Homeland Security, 2013, Elon University, Elon, NJ, Bachelor of Arts, English Literature, Ocean County College, Toms Rivers, NJ, Associate of Applied Science, Paralegal Studies, Emergency Preparedness Trainer Volunteer
Timeline
Training Instructor
Tista Tech
06.2021 - Current
Implementation Trainer
GeoComm
08.2015 - 01.2020
Application Specialist
New World Systems
07.2014 - 11.2014
Master of Science - Homeland Security
Georgian Court University
05.2001 -
Associate of Applied Science - Paralegal Studies
Ocean County College
05.2001 -
Bachelor of Arts - English Literature
Elon University
05.2001 -
Senior Emergency Communications Specialist
Ocean County Sheriff's Department
07.2000 - 07.2014
Emergency Communications Specialist
Ocean County Sheriff's Department
01.2000 - 01.2008
Adjunct Professor
Mercer County Community College
8 2023 - Current