Andrea Casterton Email & Phone Number

United States

United States

Lake Mary, Florida, Us

Senior software subject matter specialist. Experienced with Police, Fire, and EMT's CAD dispatch and Mobile response software. Provides system administration in data library for internal Responsive (formerly RFPIO) software. Contributing business proposal writer and content creator; answering questions about software features, configuration options, and capability. Practiced software feature professional.

Lake Mary, Florida, Us

Researching, writing, and advising on functionality based questions or topics for Computer Aided Dispatch Enterprise systems, Mobile Enterprise, Field Ops, and 911 Enterprise Public Safety software. Writing professional business proposal narratives in response to client requests. Investigating and testing specific Computer Aided Dispatch scenarios based on the prospect or client needs. Acting as a point of reference for Computer Aided Dispatch representatives regarding capability, process, and compliance of the Software. Provide timely, thorough, and impactful responses to prospects. Works with Responsive (formerly RFPIO) software to respond to RFP and sales requests efficiently. Manages RFPIO library content. Experience interviewing potential new hire candidates.

Lake Mary, Florida, Us

Researching and advising on functionality based questions or topics for CentralSquare Technologies public safety software. Writing professional business proposal narratives in response to client requests. Investigating and testing specific Computer Aided Dispatch scenarios based on the prospect or client needs. Acting as a point of reference for Computer Aided Dispatch representatives regarding capability, process, and compliance of the Software. Provide timely, thorough, and impactful responses to prospects. Managed deadlines and deliverables.

Lake Mary, Florida, Us

Provided guidance with computer software using technical troubleshooting skills and customer service. Accurately documented the customer reports, progress, and resolution for Computer Aided Dispatch software. Performed daily Data Entry and auditing of documentation with companies use of Salesforce record keeping software. Researched handbooks and technical reference guides to assist clientele and coworkers in projects. Coached newer staff on procedures and resolution strategies. Maintained knowledge base and assisted in discovering new efficiencies in the daily workflow. Maintain FBI-Criminal Justice Information Services compliance. Acquired specific skill sets for this program in the areas of address verification in CAD, Mapping and GIS support with Esri ArcMap, Driving Directions, Patrol Mobile Configurations, Cad to Cad Interface GIS location process, Station Printing and Alerting Interfaces, SQL, Data Analysis, and Classic RMS Interfaces (SunPro, FireHouse, ImageTrend). Some experience in Supervising and Training.

Lake Mary, Florida, Us

Provided initial customer service interaction and Tier 1 technical support. Assisted clients and coworkers via verbal and written communications. Ensured accurate Data Entry and client assistance recorded in the Customer Relations Management software. Maintained FBI-Criminal Justice Information Services compliance. Daily researching in customer reports and technical documentation references. Worked with SQL and ArcGIS software programs.

Arranged transportation for private customers and dealerships in the Auto Transport industry. Kept current on client inquiries and transportation statuses. Maintained data entry in client services management software. Performed Customer Service by receiving requests, answering phones, communicating schedules, maintaining current documentation of procedures and schedules, and payment processing. Filed and maintained insurance information for partnered Auto Transport companies.

Invoicing for the Towing division of the company. Proofread all Repair invoices as well as invoices coming in from auto parts suppliers for the Repair division. Performed accounting by keeping track of accounts receivables and applied all payments into database. Maintained customer’s information in database. Maintained daily spreadsheets to balance tills and credit card machines. Maintained files, tax forms, and orders for new supplies. Dispatched to heavy wrecker and light tow-truck operators via paper and verbal communications. Experienced in emergency road service operations procedures. Assisted in processing and dispatching local Police Department wrecking service requests in impromptu situations. Provided scheduling for tow-truck service appointments in a timely manner for clients.

Graphic Design, Photography

High School Diploma