Emergency Management Customer Service

Vacancy Identification Number: MS-**-BNY-OLMS-**

Job Title & Grade: Law Enforcement Officer; GS -09

Highest Civilian Government Position: N/A Security Clearance: N/A Veteran’s Preference: N/A U.S. Citizen: Yes

SUMMARY OF QUALIFICATIONS

Studies in Criminal Justice and Criminology, acquiring knowledge to collaborate in operatives, investigations and other assignments to safeguard the safety of the general population and maintain public order, following federal/state laws and ordinances.

Numerous courses delivered by the government and US Department of Homeland Security with theory and practice on law enforcement, terrorism, criminal trends, forensic sciences, criminal justice and emergency management.

Theoretical knowledge in case management, evidence gathering, interviewing skills, evidence techniques and constitutional rights.

FEDERAL GOVERNMENT ENGAGEMENT

Federal Emergency Management Agency

Student Program (FEMA SID No. 2485874) August 2016 – Present Volunteer Program

Participated in a special program to obtain training on emergency management topics; programs designed to prepare students for volunteer work during natural catastrophes or major criminal/terrorism events.

Took the First Response Course (Terrorist Bombing and Suicide Bombing Incidents).

Worked with a Certified FEMA Instructor; learned security methods/measures,

appropriate distance, safety precautions and assistance to others.

WORK EXPERIENCE

Customer Service Representative Agent for a FEMA Subcontractor Agency

Capitol Bridge November 2024 – Present (Remote Customer Service Representative)

Salary: 17.25 HR, 40 hours a week

Supervisor: Luis Vargas Cordero, ****.**************@*************.***, may be contacted; yes

Providing communications support to first responders.

Helping to develop policies and procedures for communications systems.

Verifying the identity of callers who request assistance.

Sharing with callers who apply for disaster assistance

Assists callers with questions and concerns related to the recent disasters, respond customer inquiries with active listening.

Utilizes standard technology such computers, telephone, email and web browsers to complete work tasks.

Records all results from contacts in a call center data base.

Leptospirosis Surveillance Case Manager of the Health Department of Puerto Rico

Arecibo and Ponce Region; Team Leader: Emma R. Arzola Supervisor: Abigail Medina

Disease Intervention Specialist-Nationwide February 2022- April 2023

Salary: $4,320 per month; 40n hours per week

Regional Coordinator Workforce; Diana Guzman, *******@*************.***, may be contacted; yes

Call patients and conduct the appropriate interview to know their symptoms and epidemiological data pertinent to the bacterial disease or possible suspicion of it.

Enter all the data of each patient in the NBS platform so that the supervisor can determine who is a case, who is not. Which case is suspicious, probable and confirmed.

In addition, patient profiles are created, the corresponding laboratories are added and the appropriate investigation is created, information that is then sent to the CDC if appropriate.

COVID-19 Surveillance System for Educational Institutions

Arecibo and Mayaguez Region; Team Leader: Emma R. Arzola

School Intervention Specialist-Nationwide February 2022- April 2023

Salary: $4,320 per month; 40n hours per week

Regional Coordinator Workforce; Davita Petty; ******@*************.***; may be contacted; yes

Visit the schools with the purpose of verifying that they comply with everything stipulated in the executive order, administrative orders and the operational guide to obtain final certification to operate a school campus.

Complete all administrative documentation such as route planning sheet, division of time, record of visits to schools, check sheet with recommendations and send documentation that shows work done to the team leader.

Sistema Municipal de Casos Y Rastreo de Contactos de COVID-19

Municipio de Arecibo Avenue Manuel T. Guillán Street 651 R, Arecibo PR 00612

Health Monitor February 2021 – September2021

Salary: $2,880 per month; 40 Hours per week

Supervisor: Dra. Kendra Caraballo; 939-***-****; may be contacted: yes

Must be clearly aware of Executive Orders (EO), Department of Health 9210 and Municipal Order (MO) of COVID-19 current

It should educate and guide businesses on precautionary and mitigation set out in MS. OE and health measures to control COVID-19 infections.

Evaluate reporting on deficiencies in compliance with the measures EO and MO to the trade and restaurant surveillance link and to the Liaison of the Bureau of Investigation (01).

Assist and/or facilitate retailers or employers to be under compliance with precautionary measures Department of Health Regulations 9210, OM, EO and necessary Documentation.

Know the guides, protocols and documents of the Department of Health related to employers and COVID-19.

Should be familiar with the case and contact reporting process related to employers.

Will work anonymously performing monitoring in establishments to assess compliance with the EO and COVID-19 OM during the emergency period using the called field Assessment.

Assess EO & MO compliance in community-based organizations faith communities to curb contagion with SARS-CoV-2.

The Health Monitor facilitates the care and implementation of the epidemiological plans as needed and outlined by the municipal epidemiologist.

Must be clearly aware of Executive Orders (EO), Department of Health 9210 and Municipal Order (OM) of COVID-19 current

Documents and Process the Field Assessment and/or Incident Report related to

compliance with mitigation measures and recommendations to the employers.

Preliminarily identify when employers are eligible to submit a cease and desist by

the Department of Justice of the Department of Justice of Puerto Rico Health Services.

Bajadero Quick Lunch

Street 656 km 0.6 Bajadero PR 00612

Server / Cashier November 2016 – February 2021 Salary: $150.00 per week; 30 Hours per week

Supervisor: Jose E Torres Rivera; 787-***-****; may be contacted: yes

Served over 100 patrons per day ordering food and drinks; took order, prepared food and handled cash register. Performed daily cash balance and inventory cycle counts.

Purchased food, ingredients, beverages and supplies, in charge of permits.

Ensured food truck security; handled a collision case with an automobile and worked with the police report.

Participated in the business startup: painting, decorations, menu and promotions.

Universidad del Este

Office of Financial Assistance

Rd. 129 Calle A, Lote A-1 Arecibo, PR 00612

Work and Study Program February 2017 – March 2018

Salary: $7.25 per hour; 70 Hours per semester.

Supervisor: Aracelis Ortiz; 787-***-**** Ext 1605; may be contacted: yes

• Provided assistance to 20+ students per week for different financial assistance programs including local and federal scholarships, grants and loans. • Received excellent evaluations and recognized for leadership, strong planning, organization and punctuality.

• Assisted in the creation of the Federal Student ID credentials and in the completion of grant and loan applications.

• Ensured accurate and timely service to students.

• Supported officials in administrative tasks. Prepared student application files.

• Worked in reception and supported other areas including the Department of

Admissions and the Registrar’s Office.

• Reviewed all original documentation to ensure authenticity and avoid fraud.

• Recommended and implemented the reorganization of files to facilitate searches.

Manati Medical Center Hospital

Calle Hernández Carrión Manatí, PR 00674

Food Service Worker June 2010 – January 2011

Salary: $7.25 per hour; 40 Hours per week

Supervisor: Eva Ruiz Bonet; 787-***-****; may be contacted: yes

• Prepared breakfast, food or dinner based on assigned shift and patient requirements. • Ensured dietary accuracy to avoid health complications.

• Took safety measures to handle milk and other refrigerated foods. • Verified document completion and signatures for food delivery in restricted areas. • Worked in the cafeteria during breakfast for employees and visitors. Complied with

waiting time goals. Verified appropriate levels of ingredients and utensils. • Prepared baskets with cold cuts and fruits. Collaborated in the organization of the Christmas party; coordinated tasks with the cooking staff. Registered sales ensuring adequate cash management. Custodian of cash and strongbox.

EDUCATION

Universidad del Este, Arecibo PR 00612 June 2018

Master’s Degree in Criminal Justice and Criminology

Summa Cum Laude (4.00 GPA) / Academic Excellence

National University College, Arecibo, PR 00612 June 2016

Bachelor’s Degree in Criminal Justice

Summa Cum Laude (4.00 GPA) / Academic Excellence

University of P.R., Arecibo Campus, Arecibo PR 00614 May 2008

Bachelor’s Degree in Social Sciences

Major in Industrial Organizational Psychology

Cum Laude (3.12 GPA)

Antonio Lucchetti Vocational School, Arecibo PR 00612 May 2003

High School Diploma

Academic Highlights:

Recipient of the National Scholar/Athlete Award (medal), US Army Reserve Member, Student Leaders, FEMA Student Program

President, Criminal Justice Student’s Association

PROFESSIONAL DEVELOPMENT

Certificate of Training: Health Literacy Response to COVID-19 (2022)

Certificate of Training: COVID-19: Ethics and Moral Distress (2022)

Certificate of Training: Social Net: Empowering communities before, during, after an infectious disease outbreak (2022)

Certificate of Training: History: COVID-19: Data Sharing for Public Health Surveillance, Investigation and Intervention (2022)

Certificate of Training: SARS-CoV-2 antigen rapid diagnostic testing (2022)

Certificate of Training: Occupational Health and Safety for health professionals in the context of COVID-19 (2022)

Certificate of Training: CHW COVID-19 Vaccine Basics Module (2022) Certificate of Training: Novel Coronavirus COVID-19 Pandemic Module (2022) Certificate of Training: COVID-19 and Mental Health: Caring for the Public and Ourselves (2022)

Certificate of Training: Public Health 101 Series – Introduction to Public Health Surveillance (2022)

Certificate of Training: COVID-19: History, Characteristics and Mitigation Concepts (2022)

Certificate of Training: Making a Contact: A Training for COVID-19 Case Investigator and Contact Tracers (2022)

Certificate of Training: Introduction to COVID-19: methods for detection, prevention, response and control (2022)

Certificate of Training: Harassment Prevention for US Employees (2022)

Certificate of Seminary: Profiling and Criminal Psychology (2020)

Certificate of Seminary: The expert in the investigation part 2

Certificate of Participation: Metropolitan Detention Center Guaynabo (2016)

Certificate of Participation: Teamwork Prevention Zone (2016)

Certificate of Participation 1st Criminal Justice and Forensic Sciences Symposium (2016)

Certificate of Participation: From Autopsy to Embalming (2016)

Certificate of Leadership (2016)

Certificate: Criminal Justice Student’s Association, President (2015-2016) Certificate of Training: Incident Response to Terrorist Bombing (2016) Certificate of Training: Prevention and Response to Suicide Bombing Incidents WWD (2016)

Certificate: Criminal Justice 13th Symposium (2016)

Certificate: Training Weapons of Mass Destruction Awareness (2015) Certificate: Investigative Techniques, Step Up the Truth (2015) Certificate: Cybernetic Crimes II (2015)

Certificate: Criminal Justice 12th Symposium (2015)

Interview and Interrogation Certificate: The Art of Lie Detection, Surveillance and Monitoring (2015)

Certificate: Managing Emotions in the Workplace (2008)

SKILLS

Technology: MS Word, MS Excel, MS PowerPoint and MS Outlook Communications: Fully Bilingual (English and Spanish)

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