Rick Patneaude
Emergency Management, Software Development And Engineering, Technical Support
Bellingham,WA
Summary
Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Emergency Communications Dispatcher II
City Of Seattle
2021.11 - Current
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Used specialized software to track and maintain case incident numbers and logs.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Minimized confusion during high-pressure scenarios by maintaining orderly channels of communication within the dispatch center.
- Streamlined communication between first responders and the public through accurate relaying of critical information.
- Reduced errors in resource allocation through diligent verification of unit status and availability before dispatching assistance.
- Contributed to a safer community environment by proactively identifying potential threats or hazards based on call patterns.
- Assisted in the development of new policies and procedures to enhance overall operational efficiency within the communications center.
- Maintained proficiency in operating various emergency communication systems, ensuring seamless interagency coordination.
Guide App Recommender Engine Project
Guide
2021.01 - 2021.03
- Collaborated with clients to define solution requirements, accounting for applicable development variables.
- Python code base utilized for modularity and myriad of machine learning libraries.
- Delivered unit-tested systems with required characteristics and within customer-prescribed timeframes.
- Utilized agile methodologies and development best practices to enhance product development.
- Agile roles included Scrum Master, Product Owner, and Developer.
Android Mobile Application Project
CWU
2020.04 - 2020.06
- Designed user interfaces that engaged multiple senses and produced immersive experiences.
- Assessed app performance and code efficiency through benchmarking and optimization tests.
- Used specific code versioning tools to manage and implement changes to programs.
- Using Android Studio, Java code base connected SQLite back end to XML front end.
- Agile development was utilized and project was completed in bi-weekly sprints.
- Trello boards, burndown charts, and daily scrums were implemented to track progress and complete project on time.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Technical Support Specialist
Talentwise
2014.01 - 2015.11
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Resolved 15 technical support inquiries per day of varying complexity
- Handled 80-150 customer calls per day
Special Account Care Representative
T-Mobile
2007.10 - 2012.04
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor of Science - Computer Science
Central Washington University
Ellensburg, WA 2019.09 - 2021.06
Associate of Arts - Mathematics And Computer Science
Shoreline Community College
Shoreline, WA 2017.09 - 2019.06
Websites
Timeline
Emergency Communications Dispatcher II
City Of Seattle
2021.11 - Current
Guide App Recommender Engine Project
Guide
2021.01 - 2021.03
Android Mobile Application Project
CWU
2020.04 - 2020.06
Bachelor of Science - Computer Science
Central Washington University
2019.09 - 2021.06
Associate of Arts - Mathematics And Computer Science
Shoreline Community College
2017.09 - 2019.06
Technical Support Specialist
Talentwise
2014.01 - 2015.11
Special Account Care Representative
T-Mobile
2007.10 - 2012.04
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