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Technology Application Support Specialist

Eugene, OR
September 25, 2018

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More than twelve years of experience working in emergency communications, previously serving as Cobb County’s Computer Aided Dispatch (CAD) Application Manager. Knowledgeable in all aspects of various computer applications, including the Public Safety computer applications; able to successfully troubleshoot technical issues and take necessary corrective actions. Applicable qualities include:

Exceptional multi-tasking

Ability to take on extra responsibilities

Decisive in high stress situations

Effective communication skills

Positive employee and customer relations

Experienced with Remote Desktop

Microsoft Word & Excel


Cobb County Government, Department of Public Safety, Marietta, Georgia

CAD Manager (Application Support Manager) April 2016-July 2018

Improved overall functionality of the application through its provisioning platform, achieved via trouble shooting, reporting issues, monitoring and updating of CAD desktop, CAD mobile (MDC’s), and ARL (Automatic resource locator).

Monitor and report progress of issues and maintenance on the 911 phone system, (Intrado Viper) including Text to 911 and ACD (Automatic call delivery) via streamlining communication between floor operations and the vendor.

Supervises and assists staff of 2 (Including the CAD Administrator & GIS Analyst) in the updating of CAD software to reflect new streets, address corrections, and police and fire zone jurisdictions and coordinates tasks and assignments for the assigned IS Systems Administrator.

Project Manager for new incoming technology projects.

Implemented monthly status meetings with the CAD vendor’s System Technologists, to build better communications and trust amongst us, the customer, and the vendor, Motorola, wherein we review open trouble tickets that have been escalated to Motorola’s system support team.

Attend monthly status meetings with the CAD vendor’s Account Managers to track projects and review potential new projects, regular meetings with departmental managers to determine what augmentation of data is needed for the CAD system, monthly quality assurance meetings with the Fire and Police departments to address issues and needs of the CAD system.

Implemented and serve as the application manager for use of the Mass Emergency Notification System (SwiftReach) utilized by internal employees as well as external customers.

Started the initiative and developed a system of tracking and managing of all accountable equipment within the department for internal use that was later mandated across all departments to be done.

Carries out supervisory responsibility for staff in accordance with County policies, procedures and applicable laws including training in job skills; planning, assigning and directing work; appraising performance; addressing complaints and resolving problems.

Oversees the training and instruction of entry-level staff in department policies and procedures, tools (CAD) and methods, and applicable laws and regulatory standards. Identified a need and extended training to external departments utilizing the CAD system by creating a training procedural guide.

CAD Administrator (Application Support Analyst) April 2014-April 2016

Monitor the CAD system for the center on a daily basis as well as monitor additional equipment used in day-to-day operations, to include the radio system, phone system, school alarm board, and hardware components of each system.

Determine appropriate solutions to any issues that arise, to include making minor repairs or turning issue over to appropriate vendors able to solve larger issues.

Keep up-to-date records of personnel for Motorola Premier One CAD, phone log-ins, Critical Incident Notification paging groups, Mobile CAD log-ins and CodeRED Emergency Notification System. Made improvements to streamline the CAD’s directory of reference information.

Train all new hires on how to operate the CAD during their classroom training, also teach during train-the-trainer classes held for interested operators.

Maintain records of distributed equipment and headset inventory, as well as all additional accountable equipment for department.

Maintain databases for incident types, status codes, dispositions and vehicle configurations in CAD.

Order new software and hardware (monitors and consoles) and saved the department downtime/money by becoming familiar with the simple engineering and mechanics of all dispatch console positions eliminating the need to contract for outside repairs and installs.

Emergency Communications Operator II March 2006-April 2014

Processed citizens’ emergency and non-emergency inquiries: Understood nature of citizens’ concerns, assigned levels of priority, and organized citizens’ information into the CAD.

Maintained an unbiased and empathetic demeanor when dealing with disgruntled and/or emotional citizens, high-stress circumstances, and high call volumes.

Prior to dispatching a call, verified all submissions by comparing the nature of the call to the assigned signal and priority level; interpreting jurisdictional boundaries using GIS/mapping software; and collecting any additional information deemed necessary for accurate dispatch.

Dispatched officers to, notified sergeants of, and liaised with appropriate jurisdictions, agencies and persons regarding specific events.

Fulfilled field-initiated officer requests: NCIC/GCIC checks of warrants, stolen goods and missing persons.

Acknowledged all radio traffic for consistent awareness of field personnel location and safety.

Observed all additional policies, procedures and protocols in accordance with national, state, county and departmental expectations.


Alexander High School, Douglasville, Georgia

High School Diploma, 2001


POST Basic Communications Officer

IAED Emergency Medical Dispatch (EMD) Certification

NCIC/GCIC Certification

Basic Life Support for Healthcare Providers (CPR and AED)

Technical Development

Selected as a specialized trainer for a train-the-trainer program to teach staff the functionality of the new CAD application.

Served on the project team for two major application upgrades.

Proficient in PremierOne CAD Provisioning including the following achievements:

oIndividualized Incident Responses for two separate Fire Departments. (Previously thought unable to achieve).

oSpecialized equipment responses requiring specific capabilities for critical incident call types.

oThe creation of a specialized area for county-wide special events (Inclusion of the new Major League Baseball Stadium: Suntrust Stadium for the Braves).

oInclusion of a new School/Campus police Agency to allow for a hosting environment for their specialized dispatch center.

oTrained 2 CAD Administrators on the functions (Basic, Intermediate and Advanced) of Provisioning.

Professional Development

National Incident Management System (NIMS 100, 200, 300, 400, 700)

Supervisory & Leadership Development Program

FEMA Sport & Special Event Evacuation Training

FEMA Physical & Cybersecurity for Critical Infrastructure Training


Public Safety Employee of the Year, awarded by the Marietta Business Association, 2015

Awarded annually to individuals who perform their jobs with exception skill; exhibit leadership and morale; and whose devotion to their workplace and community reflects favorably upon the departments they represent.

Annual Appraisals, rated “Exceeds Requirements”, 2015, 2016, 2017

Consistently recognized with outstanding feedback in annual performance appraisals. Obtained an “Exceeds Requirements” on the last 3 appraisals, the department's highest ranking, a rating reserved for the top 10% of all employees.

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