Michael Van Auken
Texas,Tx
Summary
As an operational specialist, I bring a unique blend of analytical skills and strategic thinking to optimize organizational efficiency. With expertise in streamlining processes, conducting data analysis, and implementing scalable solutions, identify operational bottlenecks and implement targeted improvements. I thrive in fast-paced environments, collaborating with cross-functional teams to exceed organizational goals.
Developed communications skills in fast-paced corporate environment. Expertise in crafting and delivering targeted messages, managing media relations, and creating compelling content. Seeking to transition to new field where these skills can effectively contribute to organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Flight Communications Specialist Team Lead / Trainer
Med-Trans Air Medical
11.2014 - Current
- Facilitates new learning, employee development, and succession plans and prepares for continual business continuity
- Create a concise incident action plan involving collaborating partners
- Facilitate the adoption of initiatives designed to streamline processes and maximize data insight and reporting
- Develops and implements operational response strategies during emergencies or major disasters to stabilize incidents and coordinate emergency response
- Builds partnerships with governmental and private sector incident or emergency response teams to foster collaboration and unified response
- Monitor applicable minimums and standards licenses, competencies, training, equipment, policies, and practice guidelines within the scope of expected outcomes
- Develops, maintains, and executes operational plans supporting Air operations response efforts resulting in an increase in customer service within Federal Aviation Administration guidelines
- Coordinate air and ground missions for 60 locations with medical aircraft for optimal patient care, safety, and satisfaction
- Facilitates both briefing and debriefing operations providing relevant information to identified partners
- Collaborates with Operational Control, Maintenance, Aviation, and program staff to facilitate safe and efficient flight following processes
- Developed and reviewed correspondence notifying stakeholders, resolving conflicts and deescalating issues
- Build clinical relationship management plans, service recovery efforts and opportunity assessments
- Facilitates new learning, employee development, succession plans and prepares for continual business continuity
- Supervisor daily operations, forecasted workload of 20 staff members providing training for new hires
- Coordinated with high-ranking officials providing recommendations for success in meeting customer service goals
- Conducting program analysis to identify issues or recommend improvements
- Supervise 25+ staff members with incoming emergency calls, coordinating with 9-1-1 centers and hospitals identifying availability for emergency transport
- Conduct operational review coordinating and dispatching appropriate aircraft to meet the mission
- Provided and resolved potential issues associated with transfers due to availability, new aircraft
- And maintenance issues
- Identified an increase of operational workload by 20% within the last six months, collaborating with the marketing department to incorporate a recruitment messaging for capacity building
- Assess operational workload to ensure excellent customer service while optimizing staff utilization within FCC regulations for security needs
- Facilitate aerial support transport for hurricane and floodplain relief efforts
- Helped in FEMA deployment of private sector aircraft and transportation systems to aid in disaster assistance
- Assisted FEMA with special projects and requests by completing superficial and exhaustive flight dispatch
- Managed aircraft and take-off paperwork to support efficient team operations
- Provides input for the development of and participates in the execution and documentation of functions and plans affecting critical aspects of FEMA's mission, operational responses, and programs
- Assists in the development of plans, goals, and objectives for new initiatives and programs
- Evaluate and provide recommendations for improving the effectiveness of existing programs and activities
9-1-1 Dispatcher
PMT Ambulance Service
01.2014 - 11.2014
- Relay information and messages to and from emergency sites
- To emergency personnel, and all other individuals or groups requiring notifications
- Provided excellent customer service answering questions, scheduling, delivery, and routing issues with external customers and emergency drivers
- Used Computer Aid Dispatch (CAD) system, receiving emergency calls from the public requesting police, fire, medical or other emergency services
- Provided cross-training opportunities assisting in the training and development of internal staff
- Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service
- Supported Regional-level operational management functions to include customer service, monitoring assigned programs, and training a diverse workforce
9-1-1 Dispatcher
Albany County Sheriff's Office
01.2006 - 11.2013
- Monitored and operated multiple police and fire frequencies, communicating pertinent information
- Monitored emergency alarms, communicated with stakeholders relayed information
- Provided the public with basic instructions to safeguard persons in hazardous conditions before the arrival of training fire or law enforcement personnel
- Operated computer-designed (CAD) systems, providing detailed information to emergency services personnel
- Created and maintained communication logs preparing written reports as requested
- Dispatched appropriate field resources and maintained close contact with field units monitoring response and needed support requirements
- Analyzed complex organizational work processes and functions, analyzed findings, and developed problem-solving solutions
- Studied relationships among tasks, workload distribution, positions, and employee capabilities identifying customer-related inquiries through problem-solving techniques making determinations on effective program guideline
Skills
- Data Analytics
- Account Management
- Marketing Reports & Dashboards
- Project Management
- Capability Gap Assessments
- Presentations Support
- Logistics
- Technical Writing
- Vendor Management
- Contracts
- Negotiations
- Compliance
- Risk Assessment
- CRM Systems
- Advanced MS Word & Excel
- SharePoint
Certification
- Emergency Medical Dispatcher
- Operational Risk Management Course
- Emergency Medical Technician
- Computer Aid Design (CAD) Systems
- First Aid/CPR
- IMATCS Training
- Emergency Vehicle Operator
- FEMA Deployment Hurricanes Irene, Harvey, Michael
- National Association of Air Medical
- FEMA IS Courses: 100, 200, 300, 400, 700, 703A, 800, 5A
- Communications
- Hazmat
- NYSPIN Portal
Timeline
Flight Communications Specialist Team Lead / Trainer
Med-Trans Air Medical
11.2014 - Current
9-1-1 Dispatcher
PMT Ambulance Service
01.2014 - 11.2014
9-1-1 Dispatcher
Albany County Sheriff's Office
01.2006 - 11.2013
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