Manager Customer Service

Lance Ware

Email: ********@*********.***

Address:

City: Hanover

State: MD

Zip: 21076

Country: USA

Phone: 301-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced law enforcement professional with strong leadership and relationship-building skills. I have extensive experience in infrastructure protection and security management as well as synthesizing policy and procedures.

Educational Background:

High School Dipolma from University of Maryland University College, College Park MD 1/2001 to 12/2010 (Homeland Security)

High School Dipolma from University of Maryland University College, College Park MD 1/2001 to 10/2012

High School Dipolma from University of Maryland College Park, College Park MD 1/2001 to 10/2012

Job History / Details:

Professional Profile

Experienced law enforcement professional with strong leadership and relationship-building skills.

Qualifications

Creative Problem Solving

Strong verbal communication

Quick learner

Conflict resolution

Team leadership

Proficiency in Administrative/Internal Investigations

Team liaison

Multi-Task Management

Customer Service

Customer Needs Assessment

Microsoft Office

Process implementation

File/records maintenance

Project liaison

Risk management processes and analysis

Professional Experience

January 2012 to Current

WMATA Washington, DC

MTPD Commander Records/Crime Analysis Division

Used conflict resolution and team building techniques to enhance interpersonnel cohesiveness

Implemented corrective measures to business processes to create a more efficient workflow

Empower subordinates by soliciting creative solutions, encouraging training, and acquiring tools and equipment necessary to achieve department goals

Conducted administrative investigations of employee misconduct

Project liaison for new CAD/RMS project

Provide crime statistics and data to requests of Chief and other internal and external customers

Liaison with IT to support RMS and other IT functions that impact the division

Developed policies and procedures for the division

June 2011 to January 2012

WMATA Washington, DC

MTPD Evening Watch Commander, Patrol Operations Bureau

Oversaw all Department divisions during evening shift

Provided Chief and Deputy Chief updates as needed

Ensured officials and officers were in compliance with Department policies and local, state, and federal laws and mandates

Commanded emergency incident scenes and implemented Incident Command System protocols

Interacted with command staff of external law enforcement agencies to achieve common goals

November 2010 to June 2011

WMATA Washington, DC

MTPD Captain of Homeland Security, Intelligence, and Infrastructure Bureau

Commanded Anti-Terrorism Teams, Criminal Investigations Division, Video Evidence Unit, and Infrastructure Protection

Conducted internal administrative investigations

Implemented policy changes to increase efficiency

Oversaw all criminal investigations and ensured all necessary parties were informed of status of same

Ensured communication and coordination on actionable criminal/terrorism intelligence among various departments

Administrated start up operations and transfer of CID personnel to new office building

Ensured Anti-Terrorism Teams operated within Federally mandated guidelines

July 2010 to November 2010

WMATA Washington, DC

National Transit Representative at the National Joint Terrorism Task Force

Represented all US transit agencies at the NJTTF

Liaison with transit agencies, task force members, and FBI in deterring and preventing terrorism and intelligence sharing

Assisted in creating partnerships between transit agency and law enforcement

Advised FBI on emergency incident mitigation in transit environments

May 2009 to July 2010

WMATA Washington, DC

MTPD Commander of Special Operations Division (SOD)

Managed SRT (Special Response Team), K-9 Unit, MED (Metrobus Enforcement Division), ATU (Auto Theft Unit), and TACT (Transit Anti-Crime Team).

Worked directly with IRPG (Office of Infrastructure Renewal Programs) to finish conversion of storage building into office building at SOD facility.

Worked directly with WMATA Engineering Department to have lighting survey completed and new exterior lighting installed at SOD facility for security and safety purposes.

Implemented investigation and provided recommendations to increase workplace safety for K-9 officers and address liability issues for WMATA.

Oversaw investigations into employee misconduct.

Served as deputy chief when needed.

Consulted with supervisor to create a new work schedule for K-9 units to achieve Departmental goals.

Documented and monitored SRT activities (i.e., warrant service, special operations, etc.) for adherence to Department policies.

Guided deployment of TACT, MED, and ATU to address crime in accordance with Chief's directives.

October 2008 to May 2009

WMATA Washington, DC

MTPD Infrastructure Protection and Counter Terrorism Manager

Managed PROTECT (Program for Response Options and Technology Enhancements for Chemical/Biological Terrorism)

Worked directly with IRPG (Office of Infrastructure Renewal Programs) to achieve to construct WMATA's first security operations center.

Worked directly with DHS S&T (Department of Homeland Security Science & Technology Division) to initiate pilot testing of new anti-terrorism technologies.

Reviewed and submitted security recommendations for new construction as a member of the Dulles Corridor Project Safety and Security Certification Program Core Work Group.

Served as a representative of WMATA on concerns of bioterrorism as a member of BIOWATCH Core Work Group.

Monitored all projects within WMATA having an impact on law enforcement or security operations and reporting same to Chief.

Served as acting deputy chief as needed.

November 2004 to October 2008

WMATA Washington, DC

Commander of Yards and Facilities, Infrastructure Protection, and Counter Terrorism Program Manager

Managed 112-man Special Police Division

Conducted Red Teaming vulnerability assessments of bus divisions and prepared report of findings

Modified and enhanced criteria in FTA Physical Security Checklist and created the WMATA Physical Security Checklist for Bus Division Physical Security Assessments

Coordinated with IRPG (Office of Infrastructure Renewal Programs) to replace aging special police guard booths.

Assisted in rewriting evacuation plan for WMATA headquarters

Reviewed and submitted security recommendations for new construction of various WMATA facilities and infrastructure (i.e., Dulles Corridor Project, West Ox Bus Division, etc.).

Initiated occupational safety environmental study of Revenue Guards

Designed format and procedure for creation of general orders for Special Police/Revenue Guard.

Streamline Special Police hiring process.

Participated in 2006 contract negotiations on behalf of WMATA with the Teamsters Union.

Redesigned performance evaluation forms for special police to capture accurate assessment of work performance.

Created procedures for referring employees for Fitness-For-Duty evaluations in concert with the WMATA Office of Civil Rights and Medical Office.

SME for sergeants and lieutenants promotional exams.

Managed installation of GPS system in armored trucks.

Mitigated grievances and EEOC complaints.

Served as acting deputy chief as needed.

July 2002 to October 2007

WMATA Washington, DC

MTPD Honor Guard Commander

Organized and managed all formal MTPD representation at police funerals, memorial services, and various other ceremonies as required.

July 2004 to November 2004

WMATA Washington, DC

MTPD Records/Crime Analysis Supervisor

Entered data from police reports into mainframe.

Supervised office in absence of civilian office manager.

Provided crime statistics, police reports, and other data to Chief and other internal or external customers.

November 2003 to July 2004

MTPD Patrol Sergeant

Supervised patrol officers in the field.

Checked, corrected, and approved police reports.

Completed performance evaluations for officers.

Ensured accuracy of timesheets.

Implemented directives from supervisors and managers in chain of command.

Coordinated with internal and external customers to achieve Department goals.

Initiated internal investigations into officer misconduct.

November 2002 to November 2003

WMATA Washington, DC

MTPD Recruiting Unit Supervisor

Managed recruiting operations for the Department.

Assisted in screening potential candidates.

Coordinated with background investigations to schedule interviews.

Participated in candidate oral boards.

Successfully mitigated ADA, EEOC, and civil rights complaints from candidates.

Acquired and implemented use of ParScore software to increasing applicant testing efficiency and reduce labor costs.

July 2002 to November 2002

WMATA Washington, DC

MTPD Patrol Sergeant

Supervised patrol officers in the field.

Checked, corrected, and approved police reports.

Completed performance evaluations for officers.

Ensured accuracy of timesheets.

Implemented directives from supervisors and managers in chain of command.

Coordinated with internal and external customers to achieve Department goals.

Initiated internal investigations into officer misconduct.

April 1992 to July 2002

WMATA Washington, DC

MTPD Police Officer

Patrol and enforced local and state laws in any property owned, operated, or leased by WMATA or its employees.

Assigned to foot patrol

Submitted police reports, issued citations and summons for violations, initiated custodial arrests, attended court, and assisted outside agencies.

Education

University of Maryland University College College Park, MD

Homeland Security

1/2008 to 12/2011

University of Maryland University College College Park, MD

Criminal Justice

9/1996 to 5/1997

University of Maryland College Park College Park, MD

Select One Aerospace Engineering

9/1987 to 5/1988

Contact this candidate