Customer Service High School

ERIC D. HOLLOWAY

**** ***** ****** **. ******** PARK, MD 20743

(HOME) 301-***-**** * (CELL) 240-***-**** * EMAIL:

**********@*****.***

EDUCATION

Fairmont Heights High School

Graduation May 2006/Received High School Diploma

WORK EXPERIENCE

May 12, 2008 to Present Metropolitan Washington Airports Authority, Washington, DC

Emergency Communications Technician

Serve as a Public Safety Dispatcher, receiving numerous amount of emergency calls for service for both

police and medical situations via a digital computerized telephone database called VESTA for both

Reagan National Airport and Dulles International Airport, generating every call for service into a CAD

database called IDispatcher in a timely matter, dispatch calls for service when on the radio via radio

transmission to officers and medical/fire apparatus according to the departments Standard Operating

Procedures to expedite calls for service, monitor and manipulate a four screen based camera system

called AEGIS for both airports to ensure the safety of officers and passengers, monitor door alarms,

garage alarms, duress alarms, and normal traffic flow of both airports, monitor fire alarm panels, AED

panels, monitor several tactical channels in case other dispatchers need assistance with calls such as

wanted persons, routine traffic stops, suspicious packages, etc. enter, modify, and clear data into

NCIC/VCIN terminals, perform necessary TTY’s via the NCIC/VCIN, knowledge and ability to train other

employees accordingly, upon being hired, or when refreshing of procedures are needed in either police or

medical fields, knowledge and ability to maintain composure and great work ethics under pressure

March 3, 2008 to March 12, 2008 NACCRRA, Arlington, Virginia

Customer Service Rep/TEMP

Served as a childcare coordinator customer service representative, called military applicants and families

in need of childcare subsidy, made corrections to applications, requested important and confidential

information and documentation to further approve application for subsidy, made necessary notes into a

KinderTrack database, made contact with the requested childcare providers, assured their credentials

and request needed documentation to forward the entire application process, authorized and approved

the applications upon receipt of all required documents, made necessary contact to the applicants and the

directors of childcare providers, took and received inquiry phone calls from all types of new, recent

customers who needed assistance in what and how the process is of applying for childcare subsidy

programs, made contract with directors and agencies per the deputy directors and supervisors, performed

major clerical duties.

Jan. 07 to Oct. 25th 2007 Comcast Cable, Millersville, Maryland

Dispatcher/TEMP

Served as a temporary dispatcher, conducting post calls to a numerous amount of customers after

completion of the technician's jobs, independently coordinate field activity work through radio and

computer communications, handle high volume phone calls into the NOC(Dispatch office), filing for

administrative dispatch department, scrub/monitor counties to assure customer quality service, route jobs

in different counties to technicians, input, schedule, and print work order. Mainly assisted with unique

customer problems and determined diagnoses of problems and took proper action to remedy any trouble.

Sept. 18th, 2006 to Jan 07 Wallace Transportation Service, Fairmont Heights, Maryland

Driver

Served as a Driver to transport children from Robert Goddard Montessori School located in Lanham,

Maryland to their homes or daycare centers.

August 2002 to May 2006 Fairmont Heights High School, Fairmont Heights, Maryland

Student Aid Secretary

Assisted the head secretary and Principal with answering multi-line telephones, forwarding calls to the

appropriate contact, taking messages upon requests, delivered mail and messages to other departments

as well as running the P.A. System. Filed notarized letters, student files, delivered students schedules to

teacher mailboxes, Xeroxed, scheduled meetings for head Secretary. Typed letters and students

suspension forms for staff members, retrieved student grades and schedules.

Sept. 2002 to Sept. 2004 Heart to Hand Inc, Lanham, Maryland

Training Assistant

Assisted in teaching the prevention of HIV/AIDS and the practice of safe sex. Explained self knowledge of

common symptoms and the prevention of HIV/AIDS. Provided informational brochures on how to use

condoms before having any sexual intercourse. Attended Youth Summits in Baltimore, Maryland.

COMPUTER SKILLS

Windows XP, Microsoft Word, Excel, Access, Database, PowerPoint, Microsoft Task Launcher, Photo

Shop, Typing speed 88-92 WPM

CERTIFICATIONS/COMPLETIONS

Certified Emergency Medical Dispatcher, Certified Emergency Fire Dispatcher, Certified and completion

of Basic Dispatcher School, Certified in VCIN/NCIC, Certificate of Completion of in house Fire Apparatus

and Dispatch Sequence, Certified in CPR, Completion of FEMA test IS100, IS200, IS700, and IS775,

Completion of requirement of a 3 month Police dispatch training in a 2 month period of time

REFERENCES

Furnished upon request

Contact this candidate