Microsoft Office
Phillip G. Otero
Albuquerque,NM
Summary
Enthusiastic individual eager to contribute to team success through hard work, attention to detail and excellent organizational, communication and multitasking skills. Clear understanding of computer processing and data entry. Motivated to learn, grow and excel in any area necessary to advance my skills.
Attentive Police Dispatcher bringing approximately 10 years of experience prioritizing emergency calls to dispatch appropriate services. Calm, compassionate, and kind professional with in-depth knowledge of multi-line telephone systems and basic office equipment. Skillful in handling high-tension, emergency situations while accurately relaying information to public safety personnel.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Police Dispatcher
Albuquerque Public Schools
Albuquerque, NM
10.2022 - 12.2024
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Answered calls from automatic routing system and took basic information from callers.
- Reduced risks and emergency response issues by observing public safety field units.
- Handled 60-70 calls per 10- hour shift to address customer inquiries and concerns.
- Received emergency and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Managed high-stress situations effectively, utilizing active listening skills and empathy to provide support to those involved in emergencies or traumatic events.
Communication Center Specialist
City Of Albuquerque
Albuquerque, NM
03.2022 - 10.2022
- Receive all incoming calls and requests through various forms of communications equipment and computer programs including a two-way radio, switchboard, TDD (Telephone Device for the Deaf) telephone system, customer relationship management software, routing software and a multi-channel dispatch console; transmit and record all radio communications.
- Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup, deliveries and other services as required.
- Maintain daily logs and records of all calls received and personnel dispatched; maintain computerized records of pertinent information as assigned by department.
- Respond to public inquiries in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner; coordinate service with customers, drivers and other personnel as needed.
- Maintain an operating communications line with law enforcement and emergency agencies including fire, ambulance and aquatic rescue.
- Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.
- Supervise the use, care and operation of communications equipment of assigned department or division; inform appropriate personnel for maintenance assistance.
- Operate various forms of communication equipment; record and access information accurately to and from computer as needed.
- Follow established procedures, work flow, protocol and processes as assigned by department or division.
Communications Specialist II
New Mexico State Police
Albuquerque, NM
06.2021 - 11.2021
- Handled inbound contacts and provided customer service according to departmental policies and procedures.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Read system maps and caller information, and documented details in system.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Voucher Examiner
US Forest Service,- Albuquerque Service Center
Albuquerque, NM
06.2020 - 12.2020
- Monitored, reviewed and responded to electronic correspondence with vendors. Supported staff.
- Communicated effectively and coordinated with vendors to ensure contracts were accurate and complete
- Processed, reviewed, and verified contracts to adhere federal policies and guidelines
- Audited documentation and inputted financial information for accurate and on-time payments to vendors and employees
Emergency Communications Specialist III
Santa Fe County
Santa Fe, New Mexico
07.2019 - 01.2020
- Received over 150-200 911 and non-emergency calls per 12- hour shift.
- Engaged with callers to determine nature of problems to direct response as needed.
- Entered criminal record checks, driver's license numbers, and warrants into telecommunications systems for officer requests.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch, and firefighting crews.
- Documented all details into Computer Aided Dispatch (CAD) system.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
Police Dispatcher
Albuquerque Public Schools
Albuquerque, NM
02.2014 - 06.2019
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Answered calls from automatic routing system and took basic information from callers.
- Reduced risks and emergency response issues by observing public safety field units.
- Handled 60-70 calls per 10- hour shift to address customer inquiries and concerns.
Customer Support Professional
Stream Global Services- AT&T Warranty Dept.
Albuquerque, New Mexico
03.2012 - 06.2013
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Described technical support solutions to customers to assist in problem resolution.
- Processed over 70-80 support requests received over an 8- hour shift for technical assistance on wide range of issues related to cell phones using the Android Operating System.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
Bachelor of Arts - University Studies W/ Conc Understanding The Past
Southern New Hampshire University
Manchester, NH 01.2022 - Current
Bachelor of Arts Candidate - 111 Completed Credit Hours Towards History Major
Eastern New Mexico University
Portales, NM 08.2000 - 01.2004
Skills
Emergency communications
Software
Microsoft Word, Excel, and Powerpoint
Certification
Emergency Medical Dispatcher
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Sigma Chi Fraternity
Quote
It’s easier to ask forgiveness than it is to get permission.
Grace Hopper
Timeline
Police Dispatcher
Albuquerque Public Schools
10.2022 - 12.2024
Communication Center Specialist
City Of Albuquerque
03.2022 - 10.2022
Bachelor of Arts - University Studies W/ Conc Understanding The Past
Southern New Hampshire University
01.2022 - Current
Communications Specialist II
New Mexico State Police
06.2021 - 11.2021
Voucher Examiner
US Forest Service,- Albuquerque Service Center
06.2020 - 12.2020
Emergency Medical Dispatcher
08-2019
Emergency Communications Specialist III
Santa Fe County
07.2019 - 01.2020
First Aid/CPR Certified
07-2019
Police Dispatcher
Albuquerque Public Schools
02.2014 - 06.2019
Customer Support Professional
Stream Global Services- AT&T Warranty Dept.
03.2012 - 06.2013
Bachelor of Arts Candidate - 111 Completed Credit Hours Towards History Major
Eastern New Mexico University
08.2000 - 01.2004
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