Public Safety CAD Systems Architect

Michele Phillips

Dunlap, TN *****

423-***-**** ️ *******.*.**********@*****.***

Linkedin Profile: https://www.linkedin.com/in/michele-phillips-cmcp-68b019bb/

PROFESSIONAL SUMMARY

Public safety systems leader with extensive experience in ComputerAided Dispatch (CAD) design, administration, and operations. Proven ability to translate complex operational requirements into effective system configurations, lead crossfunctional collaboration, and deliver highimpact training programs. Recognized for strong analytical skills, leadership, and a commitment to reliability, performance, and continuous improvement.

CORE SKILLS

ComputerAided Dispatch (CAD) systems

Workflow configuration & optimization

Performance monitoring & reporting

Technical & operational training

Public safety operations

Crossagency collaboration

Operational analysis

Team leadership

PROFESSIONAL EXPERIENCE

CAD Architect

Mark43 – New York City 05/2025 – 03/2026

Led design, configuration, and implementation of Mark43 CAD systems for public safety agencies.

Configured workflows including unit recommendations, call types, response plans, and jurisdictional boundaries.

Partnered with 911 centers, dispatch supervisors, IT teams, and administrators to translate operational needs into system designs.

Oversaw CAD testing, validation, and deployment while ensuring accuracy and performance.

Delivered dispatcher, administrator, and technical staff training programs.

THP Systems Administrator

State of Tennessee Department of Safety & Homeland Security – Tennessee Highway Patrol 10/2020 – 03/2025

Ensured performance, reliability, and availability of statewide CAD systems.

Diagnosed and resolved issues related to software, hardware, and user operations.

Served as primary technical contact for dispatchers and field personnel, including afterhours system support.

Coordinated resolution of CAD error reports and evaluated system enhancement requests.

Generated operational and performance reports to support leadership decisionmaking.

Delivered technical training and supported system upgrades and security enhancements.

THP Regional Dispatch Manager – East Tennessee

State of Tennessee Department of Safety & Homeland Security – Tennessee Highway Patrol 09/2016 – 10/2020

Managed regional dispatch operations with responsibility for 25 employees and 4 direct reports.

Oversaw dispatch centers in Chattanooga and Knoxville.

Developed procedures, training materials, and operational standards.

Coordinated with PSAPs and partner agencies to improve interagency communication.

Conducted performance evaluations, investigations, and staffing activities.

Led technology implementations and operational improvements.

THP Dispatch Supervisor

State of Tennessee Department of Safety & Homeland Security – Tennessee Highway Patrol 09/2010 – 09/2016

Supervised highvolume emergency communications operations.

Managed dispatcher performance, reporting, scheduling, and compliance.

Coordinated emergency response communications among law enforcement agencies.

Developed training programs and mentored new and junior staff.

Earlier Career

THP Dispatcher, Tennessee Highway Patrol

Dispatcher, Sequatchie County Sheriff’s Department

Certified Nursing Assistant, Care Plus Home Health

Receptionist, Shepherd’s Osteopathic Office

(Details available upon request.)

EDUCATION

Bethel University 2026 (currently enrolled)

Emergency Management Service

CERTIFICATIONS

TNDSHS Commissioner’s Leadership Academy

TBI TIES / NCIC Certification

Denise Amber Lee QA/QI Training

NIMS 100, 200, 300, 400, 700, 800

Incident Communications Center Manager (INCM)

FEMA Telecommunicators Emergency Response Taskforce

APCO Communications Training Officer (CTO)

NENA 911 Communications Center Management Program

Instructor Development Training

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