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Manager Customer Service

Daly City, California, 94015, United States
October 15, 2016

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Joseph Alexander Dueñas

** ********* ***. **** ****, CA 94015 Phone: 415-***-**** E-mail:


Attain a management position in the security curriculum to continue the implementation and evolution of security programs that protect the people, information, and assets of a Fortune 500 organization.


Whelan Security, (Uber) 03/16- Present

GSOC Operator

• Overseeing the monitoring of CCTV cameras and Access Control to ensure the safety and security of Uber buildings world wide and their employees.

• Implementation and creation of the Incident Management Data base where all daily activity and incidents could be easily tracked and recorded.

• Amended and edited existing Whelan Security SOP’s to tailor to the needs of the client’s organization.

• Answering phones and routing incoming calls to the desired location, taking messages, as well as operating the radio and use of multi-channel communications.

• Assist with reviewing camera footage for both internal and external investigations and composing detailed reports that summarize the incident.

• Overseeing and tracking SLAs to ensure quality customer service is reached and client expectations are met.

• Receive and respond to emergency and non-emergency calls from employees, outside vendors, law enforcement, and the security field force via telephone, automated alarm monitoring and radio systems.

• Assist in the training and supervision of newly hired GSOC Operators during their training period.

• Process and evaluate information received from all available sources, and respond with the appropriate communication and dispatch procedures.

GuardsMark LLC, (FedEx) 11/15 – 03/16

Security Guard

• Patrolling and monitoring buildings on foot and mobile patrol to ensure the safety and security of the company, its assets and employees are met.

• Monitor CCTV cameras and surveillance to ensure that certain areas of the building are clear and secure.

• Assist with investigating events or incidents with the use of CCTV footage and employee testimony.

• Logging required information into an internal database for reports including an overview of the events that happened throughout the day.

• Assists with training of newly hired security personnel.

Security Industry Specialists, Inc. (Apple, Inc.) 06/15- 11/15

Logistic Specialist

• Create and implement the import and export database where Apple Prototype Products can be recorded for secure inventory purposes.

• Maintain the solid and safe condition of the Secure Ship Operations Room.

• Promptly attend to on-site requests from SIS Executive and Leadership teams as well as requests from the Clients Global Security team.

• Manage SIS, Inc. vehicle program by coordinating and scheduling all routine and major SIS vehicle maintenance and repairs with proper approval.

• Purchase and track office supplies necessary for successful completion of operations with the approval of the Apple Global Security Operations Manager.

• Create, document, and maintain Monthly Reports submitted to Apple Global Security.

• Oversees management of Security Lost and Found storage area and processes.

Allied Barton/ GuardsMark (Genentech, Inc.) 02/10 – 06/15

Security Guard

• Managing and Supervising of the Bike Patrol Program and its 10 officers.

• Monitoring CCTV cameras and Access Control to ensure the safety and security of the company its assets and employees are meet.

• Patrolling and monitoring buildings via foot, mobile and bicycle patrol to provide a safe and secure campus and work place.

• Assisted investigations on events or incidents with the use of CCTV footage and logging data base information required for reports and everyday tasks.

• Provided physical site security support for onsite & offsite events.

• Secured locations of offsite events to ensure privacy and to protect proprietary company assets.

• Manage and coordinate the maintenance of the Bikes for the Bike Patrol Program.

• Provided EC Members and respective parties with transportation to and from their destination of choice as well as routine residential house checks for our EC Members.

• Assist and perform lobby duties as well as call center support by screening and answering all incoming calls.

• Assist with training of new personnel hired for both standard security officers and bike patrol officers.

Wells Fargo Bank, N.A. 08/07- 11/09

Personal Banker and Assistant Manager

• Conducted daily conference calls with the District Manager to report daily numbers and product sales.

• Assisting with the supervision and training of all new hired personnel.

• Opening accounts for new and existing customers.

• Managing and controlling the cash box.

• Overseeing the daily balance of the vault.

Foot Locker Inc. 11/03- 07/07

Assistant Manager

• Operated a $4.6M annual revenue Foot Locker Store.

• Leading the district in sales each quarter for 3 years.

• Opening, closing store and ensuring the proper maintenance of all store paper work was completed and filed.

• Conducted interviews for potential new hire personnel.

• Trained and supervised newly hired personnel.


San Francisco State University

Fall 2002- Spring 2008

Degree in Bachelor of Arts, Criminal Justice

Sacred Heart Cathedral Preparatory

Fall 1998-Spring 2002

Language Proficiency: English (Native) & Spanish (Native)

Computer Skills: PC & Mac proficient, Microsoft: Excel, PowerPoint & Word, Basic web design.


CPR/First Aid Certified

San Francisco Police Department Bike Patrol Certified

First Alert Team (FAT) Certified

Confined Space Certified


Available upon Request

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