SHADE' JOHNSON
Baltimore,MD
Summary
Demonstrated expertise in multitasking and prioritizing under pressure, delivering exceptional service to drivers, clients, and internal teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Emergency Dispatcher I
BCFD
06.2024 - 07.2025
- Oversaw CCTV alarm and access control systems to facilitate prompt responses to security incidents.
- Managed personnel deployment and facilitated ongoing communication to ensure safety and optimize incident management.
- Maintained comprehensive logs of dispatch communications and incidents to facilitate thorough investigations.
- Managed emergency call lines, ensuring prompt response based on incident severity and type.
- Facilitated timely communication between emergency units and dispatchers to enhance response efficiency.
Security Dispatcher I
Abacus Harbor East
05.2023 - 06.2024
- Answered driver calls, collected trip details, and ensured compliance with scheduling requirements.
- Entered and updated passenger information, supporting both current and new service users.
- Assisted passengers in accessing transportation services, providing guidance for effective use.
Mobility Bus Dispatcher I
MyCity Transportation
05.2021 - 05.2023
- Coordinated dispatch for paratransit and mobility services, ensuring timely pickups and drop-offs.
- Monitored driver status and communicated changes in schedules or routes.
- Maintained detailed trip logs and records for compliance and reporting.
Dispatcher I
COPS Monitoring
02.2018 - 04.2021
- Monitored multiple alarm systems and provided immediate response to high- and low-priority incidents.
- Processed alarm activities according to handling protocols.
- Managed and redirected phone calls to appropriate departments.
- Delivered outstanding customer service while prioritizing calls and incidents.
Dispatcher I
Butler Medical Transportation
11.2015 - 02.2018
- Answered, screened, and directed incoming calls to dispatch staff.
- Supported routing operations to assist fellow dispatchers.
- Collected and entered dispatch data to improve efficiency and reporting accuracy.
- Ensured intake forms were completed and submitted promptly.
Skills
Call Handling & Prioritization
Emergency Dispatch & Incident Response
Mapping, Routing & GPS Navigation
Two-Way Radio & Communication Systems
Dispatch Software & Database Management
Critical Thinking & Problem Solving
Phone Etiquette & Customer Service
Surveillance Monitoring (CCTV, Alarm Systems)
Certification
- CPR/BLS Certified
- Security Guard License
Timeline
Emergency Dispatcher I
BCFD
06.2024 - 07.2025
Security Dispatcher I
Abacus Harbor East
05.2023 - 06.2024
Mobility Bus Dispatcher I
MyCity Transportation
05.2021 - 05.2023
Dispatcher I
COPS Monitoring
02.2018 - 04.2021
Dispatcher I
Butler Medical Transportation
11.2015 - 02.2018