Customer Service Software

CAREER SUMMARY

I currently have over (**) years of progressive experience in security management and IT. I’ve had the opportunity grow as a manager by working in various managerial roles such as an Investigator, Shift Supervisor and as a Site Supervisor (Assistant Account Manager) in a variety of different corprorate and industrial settings. As a Site Supervisor for Amazon I was responsible for the interviewing, hiring, training and the overall matriculation of over (70) armed and unarmed officers as well as (6) shift supervisors in multiple locations. While there I was also responsible for the day to day duties of maintaining their access control security systems for multiple data centers. For several years I provided ideas to improve the productivity of the employees and the accuracy of recorded data. I also maintained the clients ticketing system and monitored SLA compliance. I then took that knowledge began working with Pearson Education's tech support call center assisting students and teachers from Grade school through College with completing online coursework in the U.S., Canada and Mexico. I most recently worked as an Armed Officer Class 3 Investigator with WellStar Health Systems for a number years before relocating to New York.

EDUCATION

Clark Atlanta University, Atlanta, GA

Bachelor of Arts in Criminal Justice Graduated December 2006

SKILLS

Confidentiality: Consistently working with sensitive and confidential information- abided by HIPPA, Non-disclosure agreements and Non-competition agreements

Ticket Creation and Management: Monitor (RT) Remedy ticket flow queue, prioritize tickets urgency and update tickets as needed, Managed Aging Tickets SLA

Cunducted Interviews and Training for new hires: Intrusion Prevention Systems (IPS), Alarm Monitoring/ Alarm Masking, CCTVmoitoring and controls, Overall Access Control, and IP address mapping

Badge Creation Software: Lenel, Picture Perfect, ID Maker, Fast Pass and Magic Card

Ability to prioritize multiple assignments while maintaining commitment to deadlines and Service Level Agreement (SLA)

Internal/ External Customer Service: Ability to work with cross-function teams and build partnerships; willingness to engage team members and contribute to team goals or lead, Ability to build strong internal/external client relationships, Outstanding interpersonal communications skills

Managerial Task: Managed time effectively to avoid overtime, monitor all company vehicles on site for misuse, and WinTeam(payroll), New Hire entrance paperwork and requisitions

Microsoft Productivity Software: Word, Excel, PowerPoint, Outlook, Web Browsing, SharePoint

Organized and conducted Fire Drills

IT Security Software: Lenel Alarm Monitoring Software, Lenel Onguard 2010, C*Cure, Prowatch, Nextiva Review, Verint Systems

Documentation Software: Perspective Incident Report/ Ticketing Systems: Trouble/ Remedy Tickets, RightNow, GAD

ACCOMPLISHMENTS

WellStar Health System: Progressive Promotions through Officers 1,2 and 3. Promoted to Investigator

Sykes Enterprises Inc: Award for Excellence in Customer Service

CPR & AED Certified

EXPERIENCE

WellStar Health Systems Austell, GA 10/2013 – 10/2017

Security Officer 3-Armed Officer (Investigator)

Create and distribute badges with assigned access based on hospital standards and position needs.

Control Room duties: CCTV, Repair and Tech Support Ticket creation, Warrant and Detainment documentation.

Stay in constant communication with other security staff, police and medical staff providing immediate backup or assistance as needed.

Complete various, incident and irregularity reports via hospitals internal software systems.

Perform follow-up investigations resolving issues of theft, accidents, lost items, etc.…

Answer a continuous intake of emergency and non-emergency calls

Assist with redirecting irrational patients and visitors to ensure the safety of all parties involved.

Diffuse hostile and potentially hostile situations by exerting skills in Crisis Prevention and Intervention(CPI) and Crisis Intervention Training (CIT).

Physical restraint of hostile persons when needed.

Sykes Enterprises (Pearson Education) Work From Home 06/2014- 12/2014

Tier 1 Help Desk Technician/P4/P3

Provide technical support for End User issues related to computer systems, various software and web.

Exercise excellent customer service and communication skills to problem solve via phone, chat and email.

Walk customer through the problem-solving process using Knowledge Base software and my own expertise.

Virus removal, Install, modify, and repair PC and Mac software via remote access.

Assist students and educators from various schools in the U.S. and Mexico and perform follow ups.

Monitor Service Desk for tickets assigned to the queue and process based on priority.

Escalate End Users to appropriate tier when needed along with documentation of previous work.

Assign users and computers to proper groups in Active Directory.

Complete incident reports for each issue though Right Now program for documentation.

Worked with various learning software i.e.: Blackboard, Canvas, D2L…

Allied Barton Securities (Amazon.com) Chantilly, VA 05/2005 – 09/2013

Site Supervisor/ Armed Supervisor

Created and maintained personnel schedules calendars and processed leave requested.

Personally, trained officers and supervisors on completing reports on the client’s Ticketing System.

Responsible for building management, training all personnel in accordance with the established safety guidelines and standard operating procedures including fire drill and emergency evacuation

Conducted interviews of new employees and processed them through the onboarding and orientation process and OJT checklists

Trained personnel on how to interface with the client’s SharePoint, Lenel, Ticketing and badge creation.

Created and issued semi-annual and annual Performance Evaluation for supervisors and officers

Liaise with Data Center (SOC) support staff on matters all but not limited to the placement of CCTV, motion detectors, badge readers and physical officers.

With the customer approval establish new and/or modify existing procedures and processes for efficiency.

Completed assignments in accordance with client’s SLA restrictions.

Provide weekly and monthly status reports data center ongoing projects.

Ensure that access and information control policies and procedures were adhered to.

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