“The people I have met and gotten to know at FirstWatch, our customers and colleagues, are true inspirations. Their desire is to make lives and situations better. To get to learn from them every day is a gift I treasure.”
“Helping the helpers” motivates Melissa in her work as a FirstWatch project coordinator, a client service specialist who’s always ready with a smile. She grew up in Chicago and loves spending time with her husband, two daughters, and two dogs.
Technical Product Owner
If a public safety organization requests a specific report — say, they want to know where cardiac arrests are occurring, whether an AED was used and how patients fared in a quest to improve survival rates — Janet Baker will likely get called to develop it.
Vice President & Partner
Marc believes his mission is asking the right questions and listening to customers talk about what they need to do to improve situational awareness, operational efficiency and effectiveness.
Manager of I.T.
He’s tasked with making sure the computing systems, including the hardware and software that our customers and internal staff rely on to run FirstWatch, is properly maintained and updated.
Solutions Specialist – Reports
An avid traveler who speaks multiple languages, Michaela brings experience, curiosity and problem-solving skills to her role as Solutions Specialist – Reports. A budding Marie Kondo, she loves to organize things, plan and make lists when she’s not hanging out with her husband and young daughter.
VP – Special Engineering Projects Ed manages FirstWatch’s team of software engineers who create and maintain the infrastructure that enables FirstWatch’s system to operate reliably and at optimal speed.
Software Development Manager
Francis is one of the FirstWatch software engineers who ensure the website is running as it should, with constant updates and improvements to make it even more user-friendly.
Paul brings a wealth of experience to his role as software engineer. While new to public safety, he recognizes FirstWatch’s valuable contributions to the field. “I love coding and developing software, and FirstWatch is doing meaningful work for people.”
“It brings me joy when I can find a solution to our clients’ needs. Just watching their faces light up when they hear what we can offer is a great reminder of why I love working here.”
Customer Care Consultant
Ryan draws on long-standing professional and volunteer experience in law enforcement and 911 to serve customers. His dedication and caring nature shines through whether working with customers, partners or team members.
Pam works with us to provide information and summarize alerts, advisories, guidelines, and articles regarding flu and other infectious disease happenings across the United States, Canada and other countries.
Customer Care Consultant
Ben’s long experience in hospitality service and public safety contribute to his success as a FirstWatch Customer Care Consultant. A natural people person, he strives to find the right solution for every client.
Director of Sales
Terry works with prospective clients using consultative skills that help in making recommendations to meet the scope of projects while working with existing customers to ascertain needs and provide excellent customer service.
Customer Care Consultant
A former first responder, customer care consultant Edgar Guillen knows customers’ perspectives on complex data. He strives to simplify that. “We make it easier for them to worry about public safety, and we deal with the numbers.”
Manager – ResilientFirst “Driven resilience training is an imperfect process, good one day not so good the next; it’s not linear. Which means it works some days and not others and that’s how it’s supposed to be; however, change occurs when commitment and discipline meet small daily actions over time.”
Solutions Specialists, Reports
Jordan brings over a decade of public safety experience to FirstWatch in his role as Solutions Specialist. A relationship-builder, he creates meaningful experiences for customers by delivering customized report solutions designed for their unique needs.
Clinical Solutions Specialist
A true people person with deep experience in public safety, Mallie brings a wide range of skills to her role in helping FirstWatch customers review their clinical data for EMS systems. Her focus on caring service shines through in her work, as does her enthusiasm for travel, a wide range of sports and activities and even Gator, the lizard who hangs out on her patio every day.
A customer service orientation comes naturally to Lana, whose patience and care with FirstWatch clients are easy to spot. A book-lover and avid swimmer, this San Diego State accounting graduate also loves spending time with family.
Manager, Solutions Specialist – Clinical
With a special focus on clinical work, Ryan aims to give our customers the ability to focus on what is important in their particular service so that they can spend less time trying to determine where they can improve.
Senior Data Scientist
As a senior data scientist at FirstWatch, Bocar is an expert problem solver and data analysist. Taking the term “math whiz” to another level, his proven track record of developing world-class data science outcomes helps us provide public safety with meaningful information.
Regional Sales Manager “I help our customers use the datathey are already collecting for enhanced situational awareness, improved operational effectiveness, and better outcomes. My goal is to help the helpers solve problems!!”
Ron brings more than two decades of technology experience to his role as System Administrator. A wide range of roles in IT and a lifelong interest in the ever-changing nature of tech ensure he’s always bringing new ideas to his work in supporting employees, day in and day out.
Vice President, Chief Operating Officer, & Chief Financial Officer Financial reporting and analysis, billing and collecting, budgeting and forecasting, strategic planning and HIPAA compliance are just a few of Randy’s responsibilities at FirstWatch.
Founder & President “The professionals who work in EMS and public safety are trying to do the right thing, every day. Our job is to help them succeed. We make sure decision-makers have the information they need anywhere and anytime, in an easily understandable way.”
Mike’s broad experience is put to good use by helping customers understand how to use technology, data and performance measures to make things better for patients, communities, providers, and organizations.
Solutions Specialist – Clinical
An indefatigable member of the Clinical Solutions team, Armando brings deep experience and a passion for quality healthcare to his work and to FirstWatch clients. When he’s not working, studying or volunteering, you can find him spending time in the outdoors with his wife and son.
Director of Customer Care
Whether it’s handling installations and orientations or consulting with customers on specific questions or requests, Jim is dedicated to making sure customers get the support they need.
Power BI Strategist
Experience in information systems combined with a commitment to helping our customers understand their data are Kevin’s superpowers at FirstWatch. A music lover and DJ in his off-hours, he’s a true team player to his colleagues.
Solutions Specialist – Reports
Jake is responsible for overseeing and maintaining customer deliverables from the time a contract is signed until the account is fully implemented and turned over to the Customer Care team.
An experienced software engineer who worked in higher education and the insurance industry before coming to public safety, Brandon leverages his skills to make installations easier for FirstWatch customers.
Senior Software Engineer
The more complex the programming challenge, the more Stephen likes to delve into it.
Meet Our Recent Retirees
John Rodenhausen is a motivated “people person” who provided us with exceptional inside support for the entire sales team.
Nancy was our first employee, back in 2003. She wore many hats over the years, from Office Manager to Conference Coordinator.
Jay, as our Project Manager, made sure the entire process of installing FirstWatch — from planning to legal to deployment — ran smoothly. Jay retired in 2018 after working with FirstWatch for 13 years.