Customer Service Information Technology

Brianna Dean

Greenbelt, MD • 706-***-**** • ******************@*****.***

Summary of Qualifications:

Highly motivated recent graduate with a strong foundation in Information Technology and a passion for problem solving with customer service skills. Organized Information Technology and customer service professional experienced with working with little supervision in varied forward-facing and back-end environments. Proven ability to provide exceptional customer service, troubleshoot technical issues and stay current on service updates. Proven history of excellent work, dependability, and time management. Collaborative team member with transferable skills including interpersonal communication, analyzing data to diagnose issues and process improvement.

Skills

• Exceptional Customer Service

• Technical Writing Support

• Microsoft Office Applications

• First Aid/BLS/CPR

• Programming Logic and Design

• Records Management/Data Entry

• Excellent Written and Oral Skills

• Detailed Oriented

• Artificial Intelligence

• Cloud Computing

• Web Development

• Quality Assurance

• Technical Support

Professional Experience

Emergency Telecommunications Call Taker District of Columbia Government-OUC 2022-Present

• Accurately apply all protocols for accepting and processing emergency and non-emergency calls for police, fire, and medical emergency services for the city of Washington, DC.

• Prioritized emergency calls by verifying caller information and accurately entering data into the Computer Aided Dispatch (CAD) system.

• Demonstrate proper phone etiquette and communications skills while utilizing active listening and obtaining accurate information from callers. Perform computer functions including tracing incomplete phone call information, process and routing calls through CAS, Sentinel and Google Maps. Familiarized with popular and specific within the Metro Area to relay with First Responders.

• Input confidential data from various law enforcement agencies into the National Crime Information Center.

• Utilize the Language Line to comprehend and assist non-English-speaking constituents.

• Assisted the IT Department with resolving IT Support requests from colleagues. Updated employees on status of their tickets.

• Gathered and analyzed data to diagnose computer system issues.

• Trained new dispatchers on the operation of the CAD and other systems.

• Generated sign in data for new hires during the onboarding process. Emergency Telecommunications Dispatcher American Medical Response 2021-2022

• Subcontracted 911 Dispatcher for the city of Washington, DC. Received approximately 50+ public emergency and non-emergency calls per shift and supervised response prioritization to effectively dispatch official EMS units while tracking data in real time environments.

• Calmly communicated with callers to determine the nature of problems, locations and other pertinent information to direct the required type of response.

• Took information and document details in call tracking and assignment system to update first responders with exact and concise information.

Brianna Dean

Greenbelt, MD • 706-***-**** • ******************@*****.***

• Routed calls to police, fire and ambulance service need to meet caller immediate needs.

• Certified in First Aid to provide first point-of-contact emergency assistance to callers.

• Reduced risk and emergency response delays by efficiently monitoring public safety units. Responsible for the dispatch of 12 emergency vehicles per shift.

• Automated document flow by ensuring logbooks and other emergency reports were consistently accurate.

• Utilize coordination and strategic planning skills to achieve positive results to schedule ambulances. Security Officer Elite Security 2018-2021

• Stationed in the University of Maryland - Prince George’s County Hospital Emergency Room to oversee premises, including the entry/exits of up to 200+ employees, visitors, medical staff and patients per shift.

• Maintain a secure environment by actively monitoring hospital premises on foot and 10 closed circuit cameras to enforce regulations and directives for medical sites.

• Quickly respond to fire alarms and other security alerts throughout three medical buildings. Consistently communicated with First Responders (Police/EMT/Fire Department) to assist in securing properties.

• Offer customer service to all by promptly greeting visitors and medical staff, issuing badges and directing visitors with building rules and directions.

• Guard restricted areas to prevent unauthorized entry. Developed improved procedures for allowing visitors into the premises of Trauma Unit.

• Monitor disruptive and mentally unstable patients to ensure safety of medical staff and public. Utilized conflict resolution to avoid incident escalation. Escorted non-compliant visitors to private areas for further processing and removal.

• Accurately documented all situations and data, such as property damage, unauthorized persons and submitted in-depth reports of unusual incidents to supervisors and colleagues.

• Clerical support includes answering emergency room general phones and taking messages. Receive and distribute mail/packages for medical staff. Maintain security files. Improved filing system for improved tracking of incident/daily reports resulting in reduction of absent information and better recordkeeping.

Security Receptionist – Front Desk Securitas Security 2016-2017

• Assigned to various corporate client sites to actively oversee the protection of the physical property and intellectual assets of the company. Preserved order by enforcing regulations and directives according to client specific rules regarding personnel, visitors and corporate culture.

• Performed inspections of all entry points. Surveilled all facility areas to identify suspicious behavior.

• Controlled primary access points using company’s visual ID technology. Verified integrity and accuracy of government issued and company IDs prior to approved passage.

• Responded to all shift emails from headquarters and managers utilizing Microsoft Outlook. Dispensed information to ensure proper communication between management and onsite team.

• First point of contact to all visitors, guests, and employees at the corporate front desk. Provided detailed information to building tenants via phone. Announced VIPs to organizations’ administrative staff.

Education and Credentials

Prince George’s Community College – Largo, MD

Associate Degree in Information Technology – May 2024 Brianna Dean

Greenbelt, MD • 706-***-**** • ******************@*****.*** Coursework completed includes Programming Logic, HTML, Website Technology and Database Management

Contact this candidate