Provide technical and functional product support to customers and employees primarily via the telephone and web support. Maintain a high level of problem solving and analytical skills in order to test software as well as code fixes. Work closely with development and QA to maintain an efficient product. Suggest enhancements to give the customer a better over all experience. Responsible for training new employees to the CAD Support Team. I have strong organizational skills as well as the ability multi task. I have excellent communication skills and consider myself to be a team player. I am highly motivated to make sure our customers receive the right answers to their questions in a most efficient manner.

Provide technical and functional product support to customers and employees primarily via the telephone and web support. Maintain a high level of problem solving and analytical skills in order to test software as well as code fixes. Work closely with development and QA to maintain an efficient product. Suggest enhancements to give the customer a better over all experience. Responsible for training new employees to the CAD Support Team. I have strong organizational skills as well as the ability multi task. I have excellent communication skills and consider myself to be a team player. I am highly motivated to make sure our customers receive the right answers to their questions in a most efficient manner.

Software Training Specialists conduct training on SunGard ONESolution software applications for customers and company employees. Services provided by Training Specialists include classroom instruction (at customer sites or at company headquarters), web-conferences, and presentations. Conduct end-user training for the SunGard OSSI Computer Aided Dispatch (CAD) application. Training may include web-based classes as well as classroom instruction. Complete initial training requirements and participate in ongoing professional development activities, including preparation to conduct Maintenance training for CAD application. Assist with customer data audits, go lives, or other implementation events, with direct supervision. Participate in projects related to department and company key initiatives (e.g., updating training materials, improving training processes and practices). Travel requirement for this job can be up to 90%.

Develop, evaluate, and manage workflow in the communication center for the Mount Holly Police Department in Mount Holly, NC. Assisted in implementation of policies and procedures as they pertained to both emergency and non emergency requests for assistance and service. •Provide direction for prompt and efficient receipt and dispatching of emergency and non-emergency calls for assistance •Coordinates new hire training and ensures continued education of staff •Monitors scheduling to ensure there is adequate coverage in relation to call volume •Direct the activities of the emergency communications center to support the effective, efficient and professional delivery of both emergency and non-emergency services to customers •Enforces rules, regulations, and procedures in accordance with applicable protocols and policies for emergency dispatch •Ensure program/department adherence to all Federal and State regulations as they pertain to the assigned program – such as information security & privacy •Provide direct reports with clearly defined expectations, assigning work/tasks appropriately to ensure that KPIs as well as attendance standards are met. Closely monitors staff performance to ensure consistent performance feedback, timely performance appraisals, and appropriate disciplinary action is taken when needed •Communicates within and between local communications centers to enable consistency •Interview, select and train program/department specific new hires •Develop and evaluate the performance of the staff •Recommend and assist in developing and implementing strategies to continually improve program/department performance •Report regularly/as needed to the Sergeant of Communications and Chief of Police regarding trends and recommended changes to the tactical plan to ensure high degree of performance •Other duties as assigned

Responded to emergency and non-emergency calls for service, using a computer aided dispatch terminal for entering call data. Trained and certified in call taking and radio dispatching. Responsible for up to 20-30 officers on 2nd shift for this fast paced Communications Center•Provide direction for prompt and efficient receipt and dispatching of emergency and non-emergency calls for assistance •Monitors scheduling to ensure there is adequate coverage in relation to call volume •Direct the activities of the emergency communications center to support the effective, efficient and professional delivery of both emergency and non-emergency services to customers •Enforces rules, regulations, and procedures in accordance with applicable protocols and policies for emergency dispatch •Ensure program/department adherence to all Federal and State regulations as they pertain to the assigned program – such as information security & privacy •Provide direct reports with clearly defined expectations, assigning work/tasks appropriately to ensure that KPIs as well as attendance standards are met. Closely monitors staff performance to ensure consistent performance feedback, timely performance appraisals, and appropriate disciplinary action is taken when needed •Communicates within and between local communications centers to enable consistency •Interview, select and train program/department specific new hires •Develop and evaluate the performance of the staff •Recommend and assist in developing and implementing strategies to continually improve program/department performance •Report regularly/as needed to the Manager of Emergency Communications regarding trends and recommended changes to the tactical plan to ensure high degree of performance •Other duties as assigned