Creator and provider of the first scheduling product written specifically for public safety answer point (PSAP) communication centres.

• Promoted to Senior Operations Supervisor; taking on a broader range of responsibilities and accountability within unit.• Responsible for Platoon Management and led a team of two Operations Supervisors; responsible for performance, development, training, coaching and mentoring supervisors, investigations and setting target service levels. • Created and maintained integrated Communications Services scheduling software, continuously improving and implementing updates as business needs changed.• Managed unit’s hardware and software testing to ensure readiness for multiple Windows upgrades.• Developed and maintained unit’s intranet website, addressing user requirements and solving issues as needed.• Held operational authority over business continuity during crisis response situations and multi-agency response to emergency events in the City of Toronto.• Monitored and maintained radio systems, conducting daily checks for system warnings and critical failures.• Oversaw non-service visitations, consistently ensuring compliance with Service and Unit policies and procedures.• Achievement Highlights:o Played a key role in reaching optimal unit staffing levels; undertook and submitted a study on staffing vs. call handling times, resulting in an increase of 50 communications operators.o Responsible for the successful implementation of an online parking complaint reporting system by spearheading a study on the impact of calls for parking enforcement on call volume and service levels.o Cut unit costs by completely revising and optimizing scheduling system.o Developed a new evacuation procedure which greatly enhanced emergency preparedness and safety measures; implemented annual training sessions, table-top exercises, go-bags and supervisor action cards.