Joann R. Deland

***** *. ******* **** *****

Cordes Lakes, AZ 86333

203-***-**** (Cell)

ad37u1@r.postjobfree.com

PROFILE

Communications professional with experience in customer service supervision and telephone

operations. I have worked in Satellite Communications for voice, and telex terminals. My strengths

include customer service management, training employees, multitasking, and prioritizing different

tasks. I have several years experience in Police & Fire radio dispatch centers.

EXPERIENCE

Sedona Sky Academy

March 2016 – Present

Residential Staff, Rimrock, AZ

Assist teenage girls while attending a therapeutic boarding school and ensure they properly feed and

take care of the horses on the grounds, which is part of their daily therapy. Monitor their daily

activities, chores and behavior issues. Update the school database daily with any issues or changes that

occur during my shift. Track incoming and outgoing inventory of personal property.

Spring Ridge Academy

July 2015 – March 2016

Community Coach, Spring Valley, AZ

Assist with life skills for girls at a therapeutic boarding school. Help teenage girls with accomplishing

daily chores, ensuring they attend academic classes. Attending daily group therapy with a group of

students assigned to a specific case load with their therapist. Monitor daily activities such as, physical

education, making sure they take medications, and monitor their safety while on campus. Being aware

when a student may be in a crisis and assist when needed.

Yavapai County Sheriff Office

Dispatcher, Prescott AZ

April 2015 – July 2015

Answer incoming routine and emergency calls, enter data into Police CAD computer for

Police calls. Dispatch Police units to calls as needed. Run ACJIS terminal and NCIC for

Various searches, and run checks on warrants as well. Answer 911 calls and transfer to Appropriate

agencies as needed. Customer service, filing and typing, Multi tasking.

Prescott Regional Dispatch Center

June 2014 - Dec 2014

Communications Specialist, Prescott, AZ

Answer incoming calls, enter data into CAD system for Police, Fire, or Medical calls to be Dispatched,

answer 911 Calls for service, EMD medical calls and determine response codes. Run ACJIS for various

searches. Enter warrants, run name and MV plates, clear warrants from system.

Litchfield County Dispatch

Dispatcher, Torrington, CT

July 2011 - May 2014

Answer 911 calls, EMD, dispatch Police, Fire and EMS calls as appropriate. Run NCIC computers, assist

with history look up info. Answer incoming complaints, enter info into Police and EMS CAD systems.

Prioritize calls for 21 towns, as well as dispatch proper services.

Torrington Police Department

Feb. 2006 - July 2011

Lead Public Safety Dispatcher, Torrington, CT

Dispatch Police units, Handle Emergency 911 calls, Supervise.

Receive and handle incoming complaints. Enter complaints into the CAD system. AT&T 911, NCIC, EMD

&State certified in Dispatch services, Prawn & MDT System. Trained in Critical Incident Response

procedures. trained in Conflict resolution, dealing with difficult people. Decision making on call types,

action codes required, Police units required. Answer and direct admin calls received. Assist callers at

Front Lobby. Train newly hired dispatchers, write evaluations on their job performance. Proper use of

computer systems for History checks, as well as files for CSP weapons and probation. Promoted to Lead

Dispatcher within one year. Schedule upkeep for the Civilian dispatchers, Overtime assignments.

Ethan Allen Inc.

March 2004 - Feb. 2006

Customer Service Manager, Newtown, CT

Handle incoming calls from customers regarding furniture issues.

Handle and assist customers with problems regarding furniture issues after delivery. Setting up and

assign technical service for customers who need assistance with damaged furniture. Order parts for

furniture when needed from various factory suppliers. Decision making on allowances given to

customers, depending on individual needs and situations. Setting up exchanges on furniture for

unsatisfied customers. Inventory control, pulling parts for technicians, inspecting pieces before

shipment in certain cases. Processing invoices for technical service calls. Heavy use of computer and

database network through Corporate offices and all stores within CT.

Comsat / Telenor Satellite Services

Dec. 1991 - March 2003

Sr. Communications Operator, Southbury, CT

Operational and Technical support for Satellite Communications Customers

Handle and assist with Emergency distress calls resulting in rescuing lives. Interacting with customers

and troubleshooting problems with Technicians. Used computers extensively for customer problems,

and opening trouble tickets when necessary. Trained new operators. Substituted as a shift supervisor

when needed. Connected calls with U.S. Coast Guard / Sending broadcasts. Performed data entry, filing,

and handling and processing of incoming ship to shore satellite calls for both voice and telex traffic.

Provide directory assistance worldwide over Satellite links. Handle upkeep of employee schedules for

overtime and vacation requests. Assist NASA with communications links through various Tal sites.

Commission new terminals for new use.

Watertown Police Department

May 1987 - Dec. 1991

Police & Fire Dispatcher, Watertown, CT

Handled Emergency Police and Fire Radio transmissions and complaints.

Performed Teletype procedures. Qualified on NCIC computer procedures. Entered complaint cards into

database, filing, and data entry. Answered switchboard for all town lines, processed calls properly.

Monitored Police and Fire radios.

United States Navy

Dec. 1982 – Dec. 1986

Radioman, Communications

Teletype, broadcasting and technical use of equipment for crypto transmissions.

Operated all office equipment. Typing, filing, handled message and traffic procedures. Handled the use

of CMS equipment and secure phone procedures properly. Performed broadcast relay, paper tape

reading, and card punch messaging. Held a Top Secret clearance and above.

EDUCATION

Certificate in Communications; Radioman "A" School; Honors, San Diego, CA Trained

in a variety of communications and office skills.

SKILLS

Typing, use of various types of software. Targeted selection course to interview and hire personnel.

Data entry, Schedule upkeep, record keeping. Filing, Customer service skills. Telephone switchboard.

911 operator, CPR certified, EMD, EPD, EFD certified.

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