Customer Service Manager

Ernest Magawa

*** ********* ******, ***. *-o - New York, NY 10026

********@*****.*** - 917-***-****

• Experienced in Security: Fire guard and Fire Safety Director related skills

• Clear understanding of security measures using CCTV's monitoring devices

• Proficient with computer software such as Microsoft office and more

• Completed eight and Sixteen Hour Security training program and Pre-Fire Guard training at Quick start

Placement Center

• Completed Fire Safety Director Training at Pace University and obtained Fire Safety Director License at

FDNY Metro Tech Center in Brooklyn

• Possess clean New York Fire Guard and Fire Safety Director Licenses

• Dedicated to ensuring the safety of building employees and visitors. In case of fire: execute better and

safe evacuation procedures

• Proficient in operating security systems including two-way radios, CCTVs, and two-way/convex wall

mirrors

• Committed to enhance knowledge of security and Fire Safety Director Techniques

• Excellent organization, written and communication skills

• Keyboarding 35+ W.P.M, excellent interpersonal skills and Bilingual in English, Kiswahili and French

• Proficient with Microsoft office: Excel, World, Power Point, Access and Publisher

WORK EXPERIENCE

IT Technician

MagaPost, Inc - New York, NY - February 2010 to Present

Responsibilities

• Performed on-site repair and preventive maintenance on personal computers and related peripherals.

• Troubleshot computer problems in an efficient and courteous manner

• Built custom computers to best serve the customer needs

• Visit customers’ homes to analyze, troubleshoot and develop an outline for repairing the PC being inspected

• Installing, configuring and upgrading PCs, laptops and related equipment, diagnosing and troubleshooting

both common and unusual hardware and software problems

• Setting up and maintaining locally connected and networked printers and connecting needed peripheral

equipment.

Fire Safety Director

The Pierre Hotel - New York, NY - January 2008 to October 2010

to display all the time while in the facility

• Securing the Hotel to prevent hazards and any intrusion from outsiders due to construction activities

• Ensuring the full protection of employees, visitors and guests from intruders and any suspicious

activities that will put employees in harm's way

• Reports to my Manager about any violation of law set forth by the management

• Log on books all activities performed during my shift to let the next person know what went on and what next

• Control the garbage pick up personnel and monitor their in and out activities to make sure there will be

no stolen items from the premises

Housekeeping Supervisor

Holiday Inn LaGuardia Airport - Queens, NY - January 2006 to October 2008

Supervised housekeeping staff to properly address cleanness

• Monitored the daily operations of the Housekeeping Staff

• Managed the morning schedule breakout for the A.m. and P.m. housekeeping staffs

• Responded to guest complaint about any problem: heat, TV and safe deposit boxes complaint in the room

• Provided support and guidance to fellow housekeeping personnel to ensure a successful and effective

operation during my shift

• Conducted daily inspections of guest rooms

• Make sure linen were distributed on time and all guest rooms are polished and vacuumed

• Managed laundry operation for the guest room to be attended and receive bath towels and bed spread in

a timely manner

• Reviewed all written communications to determine staffing levels, room assignments as well as

communicated all information and changes to other departments.

• Attended and addressed all guest room matters to appropriate authorities

• Closed and filed all daily report and update the system for the next morning operation

Fire Safety Director

Residence Inn by Marriott - New York, NY - January 2008 to June 2008

Provided a high-profile presence in a residential facility providing maximum security using CCTV's for

monitoring the premises.

• Monitored the area to prevent accident and all type of hazards for the resident and visitors at all time

• Ensured the full protection of occupants and their properties by making sure all fire hazards materials

are disposed into their appropriate containers.

• Operated Surveillance systems and patrol the ground to protect against possible hazards

• Wrote informative reports to update management on all security matters regarding trespassing, fire and

suspicious activities

• Immediately responded to security violations, alarms, and other emergence.

• Secure the facility at all times by providing outstanding customer service to Hotel staff and Guests

• Maintain and inspect Fire Command Panel in a daily basis to ensure it function well during emergency

• Ensuring the full protection of employees, visitors and guests and any suspicious activities that will put

employees in harm’s way

• Reports to my Manager about any violation of law set forth by the management

• Report all activities performed during each shift and pass on the next person all information pertaining to

security of the Hotel

• Responded to guest complaint about any problem: heat, TV and safe deposit boxes complaint in the room

• Attended and addressed all guest room matters to appropriate authorities

Mathematics Tutor

CUNY - Research Foundation - New York, NY - January 2006 to December 2007

Taught mathematics under a special program to high school teens who are on academic probation due to

their pregnancy

• Monitored their assignments and created class work for their daily practice

• Facilitated students with their study techniques and guided them on how to muster their mathematics

skills.

• Prepared them for their regent examination by the use of Kaplan test preparation and other test

preparation from Department of Education.

• Corrected their assignments and introduced them new topics after successful completion of the previous task.

• Helped students join college after passing their final examination.

Security Officer / Fire Safety Director

OCS Security Services - New York, NY - May 2004 to September 2007

Worked at the Office of Chief Medical Examiner as a security and Fire Safety Director for Allied

Security contract

• Secured the facility to prevent hazards and security of the newly constructed compound, directed

visitors to their appropriate destination

• Ensured the full protection of employees, visitors and guests who accessed the building for their

business affiliation

• Wrote informative reports to update management on all security matters regarding violation of rules,

fire and trespassing

• Reported to my manager for all matters concerning the Office of Chief Medical Examiner security

concerns

• Patrolled the facilitate to make sure all fire hazards debris from construction materials are disposed in proper

containers to avoid accident

Science Teacher

Mufindi Education Trust - 1998 to 2001

Taught Science - Physics and Mathematics to secondary school students to prepare them with their

National Examination of Tanzania

• Supervised and trained students in Soccer and basketball sports and got them ready to participate in the

regional competition

• Coordinated fitness of students through sports and games and make sure all students are capable of

participating in their daily schedule of excises

• Conducted Inspection for cleanliness for the school environments and student dormitories and emphasized

hygiene

• Make sure the flower beds were watered every morning and the school gardens were attended

effectively every evening

EDUCATION

Bachelor of Science in Computer Engineering

City College of New York - New York, NY

2014

Certificate in Fire Safety Director

Pace University - New York, NY

2007

Engineering Science

Borough of Manhattan Community College - New York, NY

2006

Fire Guard

Quick Start Placement Centre - New York, NY

2004

SKILLS

Design Software: Matlab, Multisim, Pspice, Lab VIEW, Pro/Engineer Wildfire. Programming Languages: C/C+

+, Java Key Qualities: Organized, quick learner and interpersonal skills, reliable, motivated and detail oriented,

typing Speed: 35-40 WPM Operating System: MS-DOS 6.22, Windows XP, Vista, Window 7 & Window 8

Software: MS Office - Word, Excel & PowerPoint, Adobe Photoshop, Illustrator, Page Maker, InDesign &

Acrobat PDF Professional Addition: LAN/WAN development, basic electronics, and digital components. CCNA,

CCNA Security, Voice, & Wireless – Studying with Hands-on-Training for Certification Exams

ADDITIONAL INFORMATION

• Certificate of appreciation for mentoring Students who were in academics probation due to their lower GPA-

Borough of Manhattan Community College (2005)

• Torchbearer Certificate for active participation on National Society of Black Engineers Organization at City

College of New York (2007)

• Certificate of Merit for achieving the spring 2004 & 2005 semesters Dean’s List (2004 & 2005)

• Volunteer Achievement Award for outstanding volunteering for New York City Department of Education

through Research Foundation at the Program for pregnant students at Center for Continued Education/911M

(2007)

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