Dustin Brown
Hudson
Summary
Seasoned utility operations professional with two decades of experience in electric and gas system management, field coordination, and emergency response. Recognized for strong leadership under pressure, cross-functional collaboration, and a track record of contributing to high-impact projects. Now seeking to transition into a Project Manager role where operational knowledge, stakeholder communication, and process improvement can drive successful project execution and delivery. Known for maintaining composure under pressure, facilitating cross-functional teamwork, and driving continuous improvements. Open to new opportunities where strong organizational skills, technical knowledge, and a commitment to safety, and reliability can make a meaningful impact. Motivated Dispatcher with experience monitoring and tracking emergency vehicles. Adaptable individual versed in giving over-the-phone instructions and synchronizing responses with communication centers. Articulate team player with rapid and accurate typing skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Electric & Gas Dispatcher
Rhode Island Energy
Providence
01.2022 - 07.2025
- Oversaw real-time operations of electric and gas dispatch systems, managing incident response, and field crew coordination across the state of Rhode Island.
- Led response planning for emergency events, acting as a key point of contact between dispatch operations, gas and electric field specialists, and emergency services.
- Coordinated multi-departmental efforts during unplanned gas and electric outages.
- Maintained detailed records of all dispatch activities, field communications, and incident logs for restoration efforts, for compliance, and post-event review for the Rhode Island Public Utilities Commission and internal reporting.
- Monitored and manage daily operations of electric and gas dispatch systems, ensuring timely and effective responses to service interruptions.
- Dispatched crews for routine and emergency work, while coordinating with internal departments, engineering teams, and external agencies.
- Experienced in working 1st, 2nd, and 3rd shifts, as well as double shifts.
- Contributed to the training of new dispatchers and participate in process improvements to enhance operational performance.
- Collaborate with technology teams during updates to new dispatch and outage management systems.
- Coordinated daily field operations for electric and gas utility crews, dispatching resources to emergency and routine service calls across multiple regions.
- Served as the primary liaison between field technicians, supervisors, and customer service, ensuring real-time updates, and rapid issue resolution.
- Used dispatch management and work management systems (e.g., GIS, Service Suite, EAM, RI Gas Web Viewer) to track crew locations, assign work, and log incidents.
- Trained and mentored new dispatchers on company protocols, system usage, and customer communication best practices.
- Maintained detailed records of service calls, crew deployments, and incident resolutions in compliance with regulatory and company standards.
- Recognized for outstanding service, receiving multiple commendations for accuracy, professionalism, and dedication.
- Main contact between DigSafe and RI Energy to execute emergency gas repairs.
- Proficient experience in DigTix dispatch software which dispatches damage prevention technicians.
- Collaborated with operations and technology teams during a multi-phase transition from Salesforce to Service Suite software.
Electric & Gas Dispatcher
National Grid
Northborough
01.2005 - 01.2022
- Managed critical responses during storms, outages, and emergency events, consistently demonstrating calm, decisive leadership under pressure.
- Monitor and manage daily operations of electric and gas dispatch systems, ensuring timely and effective response to service interruptions.
- Dispatch crews for routine and emergency work, while coordinating with internal departments, engineering teams, and external agencies.
- Participated in storm restoration room during hurricanes and heavy snow storms, working 16 hours shifts.
- Dispatched electric field crews for planned and emergency work across Eastern, South Shore, North Shore, Central, Merrimack Valley, Western, and Nantucket Massachusetts, coordinating closely with field supervisors and field technicians.
- Received and prioritized single house outage calls, monitored prompt response and restoration times.
- Contributed to internal initiatives to streamline communications, including developing internal reference tools and supporting the launch of dispatcher SOPs.
- Led the training for the entire department for iScheduler when Dispatch was a new department in 2005.
- Highly proficiency in Salesforce Dispatch Systems.
- Used dispatch management and work management systems (e.g., Salesforce, iScheduler, CSS, & STORMS) to create orders, track crew locations, assign work, and log incidents.
- Participated and led training on the job training for new dispatchers.
- Coordinated over 50 electric field technicians to a gas explosion which involved multiple streets needing all utilities turned off in Lawrence Massachusetts.
- Assisted in the rollout of updated dispatching software and OMS systems; trained dispatchers and provided feedback to developers and IT teams during implementation.
- Experienced in working 1st, 2nd, and 3rd shifts, as well as double shifts.
- Executed requests from the Massachusetts Department of Public Utilities for electrical restoration.
Education
Bachelor of Liberal Arts - History Major
Bowdoin College
Brunswick, Maine01.2004
High School Diploma -
Northbridge High School
Northbridge, Massachusetts01.2000
Skills
- Utility Dispatch Operations
- Field Crew Scheduling
- Customer Communication
- Skilled at GIS, Service Suite, EAM, RI Gas Web Viewer, iScheduler, Salesforce, CSS, and STORMS
- Utility Software Platforms
- Emergency Response & Restoration Leadership
- Cross-Functional Team Collaboration
- Scheduling & Crew Management
- Technical Documentation
- Real-Time Problem Solving
- Multi-Line Phone Systems & Radio Communication
- Regulatory Compliance & Safety Standards
- Verbal & Written Communication
- OMS & GIS Systems (eg, Outage Management Systems)
- SAP / Work Management Software
Certification
- CPR & First Aid Certified
- Utility Emergency Response Protocols
Timeline
Electric & Gas Dispatcher
Rhode Island Energy
01.2022 - 07.2025
Electric & Gas Dispatcher
National Grid
01.2005 - 01.2022
Bachelor of Liberal Arts - History Major
Bowdoin College
High School Diploma -
Northbridge High School
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