captain ems public service answering center resume example with 16+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge gathering vital information regarding the spread of COVID-19.

  • Client-focused service
  • Call center monitoring
  • Investigating problems
  • Knowledge of auditing systems
  • Telecommunications systems
  • Radio and data distribution systems
  • Exceptional customer service
  • Public safety
  • Leadership: Commanding Officers of all Liuetenants within PSA
Captain (EMS: Public Service Answering Center) , 01/2018 - 07/2020
  • Worked closely with team members,namely Lieutenants to deliver project requirements, develop solutions and meet deadlines to the benefit of the population of New York City.
  • Utilized cutting edge call receiving software types e.g. xfinity. as well as Computer Aided Dispatch software to compile data gathered from various sources.
  • Earned reputation for excellent attendance and hard work.
  • Completed monthly scheduling project for 161 employees resulting in accuracy in an ever dynamic environment.
  • Collaborated with others to discuss new means of motivation for junior officers as well as new employees to the EMS Communication realm.
  • Learned Excel and Access to support scheduling/office needs.
EMS Supervisor(Training), 11/2008 - 01/2018
  • Created agendas and communication materials for team meetings for instructors.
  • Improved operations by working with instructors and customers to find workable solutions.
  • Interacted with Medical Director to improve/or modify protocols and triage algorithms.
  • Worked closely with instructors to deliver project requirements, developed learning curriculums for new 911 call receiving operators and Emergency Medical Dispatchers.
  • Recognized by management for providing exceptional customer service.
  • Handled all delegated tasks, including scheduling of instructors, all new incoming students as well as provided guidance and discipline as warrented.
  • Earned reputation for excellent attendance and attention to detail..
  • Performed annual employee evaluations, customer service surveys and instructor/team audits.
  • Acted as a technical touchpoint and assisted with issues related to workflows an documentation.
  • Maintained updated Emergency Medical Technician knowledge through refresher courses and online seminars.
  • Collaborated with others to discuss new educational/curriculum opportunities. for dissemination.
  • Collaborated in development of curriculum and teaching methodologies.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Collaborated in development of "Call Type" procedures for triage purposes.
  • Created agendas and communication materials for officer meetings.
  • Collaborated with superipor officers and peers to discuss new methodologies for motivating employees.
  • Mentored new officers and acted as a technical touchpoint; assisted with issues related to workflows and documentation.
NYS Certified Lab Instructor/NYS CIC, 01/2004 - 10/2010
  • Prepared and delivered didactic material from various modules of NYS State curriculum.
  • Directly coordinated and supervised lab sessions.
  • Planned, coordinated and implemented lab sessions, observed NYS Certified Lab Instructors performance.
  • Debriefed staff with the supervising NYS Certified Instructor Coordinator
Education and Training
Bachelor of Science: Emergency Management, Expected in 2018
SUNY Empire State College - Saratoga Springs, NY
Status -
CMIT: , Expected in 2016
United States Military Academy - West Point, NY
Status -

90 hours completed

Participated an Instructor for the CMIT Program (Cadet Medical Intensive Training) at West Point United States Military Academy. This program prepared officers in their Junior and Senior years who would eventually graduate and be deployed to Afghanistan and Iraq to become EMergency Medical Technicians.

IS-00N700.a National Incident Management System : , Expected in 2014
FEMA/EMI - Grandville, Maryland,
Status -

5 hours completed

Along with Is-00100: Introduction to Incident Command, NIMS provides a Emergency Management Framework for coping with any National emergency or natural disaster.

Also participated and received certifications in FEMA sanctioned TERT (Telecommunication Emergency Response Team) course which consisted of intensive, comprehensive material that prepares a communication subject matter expert with the necessary tools to respond to any national emergency or natural disatster and be equipped to perform any necessary emergency communications functions i.e. 911 call taking and /or emergency dispatching.

FDNY Combating Terrorism/Leadership: , Expected in 2016
United States Military Academy - West Point, NY
Status - disasterion of the actors involved in said terrorism. Also put forth methodologies for combating terrorism in a large metropolis as New York City.

This course/certification provided different perspectives of leadership with in a para-military organization such as the FDNY.

  • NYS Emergency Medical Technician: 28 years experience
  • First Aid/CPR

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Resume Overview

School Attended

  • SUNY Empire State College
  • United States Military Academy
  • United States Military Academy

Job Titles Held:

  • Captain (EMS: Public Service Answering Center)
  • EMS Supervisor(Training)
  • NYS Certified Lab Instructor/NYS CIC


  • Bachelor of Science
  • CMIT
  • IS-00N700.a National Incident Management System
  • FDNY Combating Terrorism/Leadership

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