Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

RICARDO PARDO

Wesley Chapel,FL

Summary

Dynamic leader with a proven track record in guiding and supporting telecommunication teams to achieve optimal emergency response coordination. Expertise in enhancing operational efficiency, resulting in reduced response times and significantly improved service outcomes. Committed to fostering a collaborative environment that prioritizes accuracy and timeliness in high-pressure situations. Passionate about leveraging strategic insights to drive continuous improvement and elevate team performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Telecommunication Supervisor

Hillsborough County Fire Rescue
01.2016 - Current
  • Managed the daily operations of the EDC, ensuring adherence to organizational goals and service standards.
  • Developed and implemented policies, procedures, and performance benchmarks to enhance communication effectiveness.
  • Supervised, evaluated, and coached team members, improving productivity and employee retention.
  • Analyzed call volume trends and department data to recommend staffing adjustments and workflow improvements.
  • Fostered a team-oriented environment focused on accountability, continuous training, and professional development.
  • Acted as liaison between staff, executives, and external agencies to ensure effective communication and service delivery.

Senior Telecommunicator

Hillsborough County Fire Rescue
01.2014 - 01.2016
  • Served as senior telecommunicator, providing guidance and support to telecommunicator in call-taking and dispatching procedures.
  • Handled high-complexity and escalated emergency calls, ensuring accurate information relay and quick decision-making.
  • Trained and mentored new employees on CAD systems, radio protocols, and emergency communication best practices.
  • Assisted supervisors with shift oversight, including workload distribution, quality monitoring, and performance feedback.
  • Acted as point of contact during major incidents, coordinating multi-agency response and resource allocation.
  • Maintained detailed and accurate documentation of calls, responses, and unit activity in compliance with policies.
  • Promoted team collaboration, professionalism, and adherence to safety standards under high-pressure conditions.

Digital Communication Dispatcher

Hillsborough County Fire Rescue
01.2012 - 01.2014
  • Answered and prioritized emergency and non-emergency calls, ensuring accurate information gathering and timely response.
  • Dispatched fire, and medical units using CAD and radio systems in accordance with established protocols.
  • Maintained calm, professional communication with callers in high-stress situations, providing life-saving pre-arrival instructions when necessary.
  • Coordinated with multiple agencies to ensure efficient incident response and resource allocation.
  • Documented call details and response actions with accuracy and attention to confidentiality.
  • Monitored status of field units to ensure responder safety and effective communication.
  • Trained new telecommunicators in call-taking and radio procedures, CAD operation, and departmental protocols.

Education

Associate degree - Paramedic studies

LaGuardia Community College
Long Island City, NY
01.2001

Skills

  • Effective communication skills
  • Workflow optimization
  • Skilled in Microsoft Office suite
  • Kronos and Telestaff proficiency

Certification

International Academy of Emergency Dispatch (IAED) – EMD-Q and EFD-Q

911 Public Safety Telecommunication certificate

CPR certified

ICS 100, 200 and 700


Languages

Spanish
Native or Bilingual

Timeline

Telecommunication Supervisor

Hillsborough County Fire Rescue
01.2016 - Current

Senior Telecommunicator

Hillsborough County Fire Rescue
01.2014 - 01.2016

Digital Communication Dispatcher

Hillsborough County Fire Rescue
01.2012 - 01.2014

Associate degree - Paramedic studies

LaGuardia Community College

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