Vivian Gonzalez
Miami,Florida
Summary
Highly-motivated individual with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Able to communicate and work effectively unsupervised and quick at mastering new skills. Hardworking, organized with excellent customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Seeking entry-level opportunities to expand skills while facilitating company growth. Hardworking, reliable, great listening skills with strong ability in learning all aspects of the job and offering all I have learned throughout my years of experience.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Technical Services Coordinator/Administrative Assistant
Coral Gables Police Department
Coral Gables, FL
01.2007 - 02.2020
- Assistant to a Police Lieutenant and a Police Major. Ability to work independently, solve problems and provide assistance when needed.
- Attend meetings to discuss planning, purchasing, projects, employee hiring, budget, staffing, payroll and new items.
- Sit on interview panels for the selection of new dispatchers, supervisor promotions and dispatcher of the year selection.
- Prepare shift master schedules and overtime sign up sheet for Dispatchers and Supervisors and execute using seniority list callout 4 times a year.
- Ensure all equipment and program software are up to date and working properly (Vsual CAD, FCIC/NCIC computers, Harris Radio system, Ccure Building Security system, office equipments and elevators). Report any issues to proper personnel (IT Department, Radio Shop, Public Works or outside vendors).
- Ability to communicate effectively with employees of all levels, vendors, contractors, consultants and service providers.
- Assist with personnel issues, problems and complaints from Dispatchers, Supervisors, Trainees and other personnel in the Division.
- Assist the the Records Section, Fire Department, Radio Shop, IT Department, Employee Relations, Internal Affairs and other Divisions/Departments when needed for researching calls, complaints or questions.
- Maintain all certifications to work Overtime in the Dispatch Center as a Communications Supervisor or Dispatcher. Must attend and pass in person and online training classes.
Communication Shift Supervisor
Coral Gables Police Department
Coral Gables, FL
09.1999 - 01.2007
- Supervise a group of dispatchers and trainees performing different daily tasks and duties. All dispatchers are cross trained in four different areas, Call Taker, Police Dispatch, Fire dispatch and Tele-Communications.
- Monitor and screen all incoming emergency and non-emergency calls to ensure quality and proper handling by the Call Taker. Monitor Police Dispatcher, Fire Dispatcher and Tele Communicator to ensure proper handling of Radio transmission with Police and Fire personnel.
- Proofread entries, cancellations and supplement reports submitted daily. This can include missing person, stolen vehicle, license plate, vessel, guns.
- Review Daily Observation Reports completed by Trainers evaluating a dispatcher in training.
- Research and review Police and Fire Rescue calls for citizens complaints or in house requests.
- Address any issues or concerns with employees. Commend or discipline as needed.
- Complete annual evaluations, daily attendance reports, daily shift rosters, leave requests for time off, cover overtime slots.
- Monitor all Radio frequencies to assist other agencies and city personnel as needed. Parking Department, Code Enforcement, Public Service, Public Works, Miami Dade Police, Miami Police and other police agencies.
- Attend weekly Supervisors meetings to discuss staffing issues, overtime coverage, scheduling, trainees progress, employees questions or concerns, event preparations, training classes and other topics.
Communications Operator
Coral Gables Police Department
Coral Gables, FL
01.1990 - 09.1999
- Crossed trained in 5 different areas and assigned to a different position daily on a rotating schedule. Call Taker, Fire Dispatcher, Police Dispatcher, Tele-Communicator and Relief dispatcher.
- Call Taker - Answers, prioritizes and processes Police Emergencies, Medical calls, Fire calls and Non-Emergency calls using a Visual Cad Computer and Software's that make the process in EMD and Police calls quicker and easier to review while also providing Pre-arrival care. Monitor different radio frequencies for city personnel and other agencies. Initiate assistance from other Police agencies and service providers as needed.
- Fire Dispatcher- Complete morning announcements and roll call, enter duty rosters with personnel, assignment and designated apparatus, monitor and dispatch Fire personnel to emergency calls using in service apparatus (Engine, Rescue, Ladder, Hose, Service Truck), coordinate landing zones for Miami Dade Air Rescue Emergencies, notify hospitals and other personnel using protocols and chain of command.
- Police Dispatcher- Entry of personnel daily rosters, Monitor and Dispatch Police units to emergency, non-emergency, in-progress, self initiated calls to include traffic stops, citizens requests, robberies, alarms, assisting other officers, Fire personnel and other agencies. Must be able to multi task using different radio frequencies, computers and communicate with personnel working in the Dispatch Center.
- Telecommunicator - Complete searches and checks of subjects criminal history, driver's license, vehicles, boats, guns, license plates, articles and other requests made by Police officers via police radio or recorded phone calls. Submit entries, cancellations and supplements of stolen or lost items for approval and to maintain an updated record of departmental cases. Maintain daily log of all activity during the assigned shift. Make inquiries to other agencies as requested to confirm outstanding warrants in the system.
- Relief Dispatcher - Assigned to Relief each of the positions for their assigned lunch break, other breaks and assist during Emergencies in any of the 4 areas or as requested by the on duty civilian supervisor.
Education
Associate of Arts - Criminal Justice
Miami Dade College
Miami, FL04.1995
High School Diploma -
South Miami Senior High School
Miami, FL06.1982
Skills
- Excellent Customer Service
- Bilingual/Fluent in Spanish
- Friendly, Positive Attitude
- Team Management
- Problem solving
- Planning & Organizing
- Effective Listening
- Good Work Ethic
- Computer Skills
- Clear Communication
- Teamwork
- Attention to detail
- Empathy
- Adaptability
- Leadership
- Conflict Resolution
- Patience
Accomplishments
- Hired in 1990 as a Communications Operator, became involved with training new hires after several years as well working as an Acting Supervisor to fill in the different shifts as needed. Promoted to Communications Supervisor in September 1999 and finally achieving one of the highest levels in the section as a Technical Services Coordinator in January 2007 where I remained until my retirement in 2020.
- Consistently maintained high customer satisfaction ratings as well as above satisfactory annual reviews.
- Led team to achieve many Commendations and Awards, earning recognition from upper management, Police personnel and other communications employees.
- Recognized as Employee of the Year, Operator of the year and many Quarterly recognitions for outstanding performance and team contributions throughout my career.
Certification
- Certifications: (EMD) Emergency Medical Dispatch, PRO-QA certification, CPR/First Aid, FCIC/NCIC, FEMA, Crisis Intervention, National Public Safety Telecommunicator.
- Training: Communications Supervisor, Communications Training Supervisor, Local Agency Instructor, Technical Services Coordinator, HARRIS Radio system, Visual CAD, Building Security, (NENA) National Emergency Numbers Association, Windows, Excel, Human Diversity.
- Awards: Operator of the Year award, Employee Excellence, Commendations.
- Notary
Timeline
Technical Services Coordinator/Administrative Assistant
Coral Gables Police Department
01.2007 - 02.2020
Communication Shift Supervisor
Coral Gables Police Department
09.1999 - 01.2007
Communications Operator
Coral Gables Police Department
01.1990 - 09.1999
High School Diploma -
South Miami Senior High School
Associate of Arts - Criminal Justice
Miami Dade College