Lisa Ybarra
Austin,TX
Summary
Customer Success and Implementation professional with 15+ years of experience in Public Safety. Skilled at managing complex projects, supporting mission-critical systems, and guiding clients through successful rollouts. Builds strong relationships across all levels—from leadership to frontline teams—while translating technical needs into clear, scalable solutions that drive system utilization and long-term value.
Overview
20
20
years of professional experience
Work History
Implementation Project Manager
Intertek Alchemy
12.2021 - Current
- Manage 40+ concurrent SaaS implementations from the full project lifecycle, ending in customer-facing deployments
- Collaborate with internal teams—Support, Sales, Product, and Account Management—to improve handoffs, align strategy, and identify growth opportunities.
- Coordinate technical setup, third-party integrations, and platform configuration for large scale implementations
- Share rollout strategies and best practices tailored to customer goals.
- Build strong, trusted relationships that support renewals, uncover upsell opportunities, and turn customers into advocates
- Serve as the go-to lead for high-risk accounts, resolving issues quickly and driving long-term retention
Technical Project Manager
Capital Area Emergency Communications District
11.2018 - 12.2021
- Responsible for 9-1-1 infrastructure and provided network operational support for 10 counties to maintain reliable, mission-critical systems
- Collaborated with public safety vendors (Solacom, AT&T, Geocomm, Motorola, ECats) to ensure technical needs and upgrades were handled seamlessly
- Served as the main contact for 31 Public Safety Answering Points (PSAPs) and telecom vendors to lead upgrades, resolve technical issues, and coordinate maintenance windows
- Trained 911 center staff on public safety technologies provided by the District to ensure consistent use and compliance.
- Led implementation of Next Generation 911 (NG911) services across 31 PSAPs and 10 counties, from planning to full deployment
- Maintained and validated emergency call routing databases including troubleshooting location issues impacting response accuracy
- Managed state-distributed 911 funding for PSAPs, including hardware upgrades, staffing support, and system improvements
- Acted as regional coordinator during critical events, including the 2021 Texas winter storm, supporting uninterrupted emergency services
Recruiting & Hiring Coordinator
Austin Police Department
04.2016 - 11.2018
- Managed end-to-end hiring for 911 Call Takers & Police Dispatchers, including screening, interviews, onboarding, and training
- Reviewed background results and wrote investigation summaries with hiring recommendations for leadership approval
- Maintained applicant tracking tools and helped streamline workflows during high-volume cycles
- Represented APD at job fairs and hiring events to attract qualified candidates
911 Call Taker - Part Time
Austin Police Department
11.2013 - 04.2016
- Answered high volumes of 911 calls, assessed situations, and dispatched police resources per protocols
- Maintained composure while guiding callers through emergencies ensuring accurate response details for Law Enforcement officers
- Entered call data into call tracking systems, ran law enforcement database checks, and maintained incident records
- Trained new 911 employees with hands-on system walk throughs and coaching on SOP adherence
Emergency Communications Supervisor
Austin Police Department
11.2010 - 09.2013
- Supervised and trained 40+ Emergency Communications employees, ensuring SOP compliance and quality standards
- Managed schedules, performance coaching, and conflict resolution in a high-demand environment
- Ensured 90% of 9-1-1 calls were answered with 10 seconds, exceeding the national standard
Information Technology Supervisor
Austin Police Department
12.2008 - 11.2010
- Led a team of 3 technicians, providing 24/7 support for public safety systems
- Served as point of contact for tech issues, outages, and maintenance—often coordinating after-hours fixes
- Represented Emergency Communications in inter-agency tech meetings to advocate for division needs
- Coordinated technology maintenance windows and enforced downtime procedures with minimal service disruption
- Provided end-user support and training on dispatch platforms in a high-pressure, shift-based environment
- Supported rollout of technology changes and best practices, helping teams adopt new workflows smoothly
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
System Support Specialist
Austin Police Department
12.2006 - 11.2008
- Delivered front-line tech support for dispatch systems and comms equipment across the 911 center
- Maintained CAD data including address updates, caution notes, and accurate mapping
- Assisted with system testing, setup, and software updates to ensure system reliability
- Provided on-the-spot user support during outages or disruptions under high-stress conditions
911 Call Taker
Austin Police Department
11.2004 - 10.2007
- Answered high volumes of 911 calls, assessed situations, and dispatched police resources per protocols
- Maintained composure while guiding callers through emergencies ensuring accurate response details for Law Enforcement officers
- Entered call data into call tracking systems, ran law enforcement database checks, and maintained incident records
- Trained new 911 employees with hands-on system walkthroughs and coaching on SOP adherence
Skills
- SaaS Implementation
- Customer Onboarding
- Customer Success Strategy & Retention
- Public Safety & Mission-Critical Tech
- Cross-functional Collaboration
- Change Management & Process Improvement
- Training Development & Platform Utilization
- Project management
Timeline
Implementation Project Manager
Intertek Alchemy
12.2021 - Current
Technical Project Manager
Capital Area Emergency Communications District
11.2018 - 12.2021
Recruiting & Hiring Coordinator
Austin Police Department
04.2016 - 11.2018
911 Call Taker - Part Time
Austin Police Department
11.2013 - 04.2016
Emergency Communications Supervisor
Austin Police Department
11.2010 - 09.2013
Information Technology Supervisor
Austin Police Department
12.2008 - 11.2010
System Support Specialist
Austin Police Department
12.2006 - 11.2008
911 Call Taker
Austin Police Department
11.2004 - 10.2007
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