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Customer Service Manager

Location:
Columbia, MD
Salary:
50,000
Posted:
March 13, 2017

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Resume:

Resume’ of

THOMAS J. GORDON, III

**** **** ****, ********, ** 21045-4206

(443) 545 – 6414

acy9ud@r.postjobfree.com

Summary:

Accomplished Arson/Criminal/Explosive/Fraud Investigator with a proven ability to develop and implement lead investigative strategies, which support case closure and termination objectives. Recognized as an experienced Leader, Subject Matter Expert, Interviewer/Interrogator, and Background Investigator (Reid Method to Interview). Manager/Coach with a focus on talent acquisition, retention, and efficiency. Driven to achieve maximum results and provide outstanding customer service.

Specialties:

Valedictorian, Prince George’s (Maryland) Community College Police Academy (GPA-98.9) 7 Months

Specialized Weapons, Tactics, Witness Protection, High-risk Warrants and Fugitive Retrieval, Special Operations Division (SOD), Prince George's County (Maryland) Office of the Sheriff, (7-Years)

Valedictorian, Federal Bureau of Investigations (GPA-98.9)

National Fire Academy (NFA) (GPA- 97.5-highest GPA in the history of the Academy)

Advanced in Windows 97, 98, XP, Vista 7, WordPerfect, Excel, Outlook, PowerPoint, Mac OS

Education:

Bachelor of Arts, Political Science, California State Polytechnic University, Pomona, CA, 1986

Professional Experience:

Investigator/Counselor, Prince George’s County Public Schools, Largo, MD February 2014 - Present

Executes as a commissioned and certified police officer, with powers of arrest on Board of Education properties only

Responsible for investigating and prosecuting all criminal acts occurring on school grounds

Sworn to uphold and enforce the laws of the State (Code of Maryland Regulations-COMAR)

Assist administrators in enforcement of the Code of Student Conduct

Provide a security presence which is essential to maintaining a safe and orderly environment

Provide positive interaction with students as an integral component of the school environment

Develops and implements proactive measures to aid in the prevention of crimes, and ensure a safe environment on school property

Project Manager, G4S Secure Solutions (USA) Inc., Constitution Center, Washington, D.C. (OCC, FTC, FHFA, A&HA), April 2013 – August 2013

Develop and implement policies, regulations, procedures and standards in compliance FIPS 199/201 and Federal Level 4 Secured Facility

Provide interpretations, subject matter expertise to agency officials and contract officials

Request, analyze and evaluate appropriate background investigations for company standards to include counseling, disciplinary and corrective actions

Develop and implement programs for training and inspecting all agency elements and commissions to assure compliance with agency and Executive standards

Conduct investigations of alleged security violations to determine facts and circumstances/coincidences and recommend changes in procedures that led to the violations, and/or recommend changes to prevent the occurrence

Schedule/Staff 74 Officers for four Federal Agencies, to include Armed and Unarmed Officers

Resume’ of Thomas J. Gordon, III

Page 2

Access Control/Access Denial

Federal Bridge automation in accordance with HSPD-12

Operations Manager, G4S Secure Solutions (USA) Inc., Washington, D.C. Metro Area, November 2011 – April 2013

Accountable for the direction, assistance, and day-to-day oversight of operations for the Washington, DC area office

Provided recruitment, interviewing, staffing, counseling and discipline of personnel

Office management

Contract and site management (700 Employees/43 sites)

Accountable for insuring supervisory personnel effectively scheduled labor to produce both efficient and responsive support of services rendered or mandated

Accountable for facility profit and loss statement, and attainment of budget goals

Prepared and executed a thorough work plan

Utilized historical data and industry benchmarks/metrics to forecast and prepare the operating budget

Identified short to long-term strategic needs of the organization and executed plans for implementation

Accountable for disaster planning, work stoppages, and risk management

Conducted all internal/external investigations of complaints and allegations

Utilized various management tools available to identify, correct, and prevent operational and labor-related issues

Accountable for controlling operating expenses, and investigated discrepancies and deviations to insure operating budget was achieved

Promoted the training and development of support staff, with the goal of employee improvement and advancement

Created an atmosphere for the attainment of common team goals between labor and management

Access Control Specialist, State Employees Credit Union, Linthicum, MD, September 2011 – February 2014

Maintained and controlled access to customer secured facilities

Operated various access control, metal detectors, x-ray equipment, and other screening devices

Monitored compliance, by personnel, with established customer rules and regulations

Provided access control and other related administrative processing support as required

Provided proper documentation and reports as necessary for customers

Provided support to after-hour functions as directed by the client

Always ensured punctuality in the completion and submission of required reports

Director, School Security, Possibility Prep STEM Academy, Largo, MD, February 2011 – June 2011

Provided enforcement of school policies, codes, and regulations pertaining to (but not limited to) those belonging expressly to the Prince George’s County Board of Education, Code of Student Conduct; and provided assistance to school officials in their efforts to enforce the same

Provided a safe learning environment for all students, while maintaining a vigilant watch over school grounds and areas adjacent to the school

Investigated allegations of criminal incidents per police department policies and procedures, and enforced state and local laws and ordinances

Resume’ of Thomas J. Gordon, III

Page 3

Made appropriate referrals to juvenile authorities or other governmental agencies, while working to prevent juvenile delinquency through close contact and positive relationships with students

Developed crime prevention programs and conducted security inspections to deter criminal or

delinquent activities

Established and maintained a critical partnership with school administrators

Provided school administrator safety by being present during school searches, which may have involved weapons, controlled dangerous substances, or potential risk to the administrator (in such cases that) the student’s emotional state may have presented

Serve as Subject Matter Expertise (SME) to school administrators regarding emergency crisis planning and building security matters

Facilitated training of school personnel in handling potential on campus crisis situations

Provided positive visibility within the school community

Attended and participated in school functions, fostering a cohesive working relationship with the school’s staff, students, and parent groups

Partnered with Guidance Counselors and other student support staff to assist students, and facilitated necessary services to students involved in situations where referrals to service agencies were required

Aided in conflict resolution efforts and promoted the profession of Law Enforcement

Chief Intelligence / Counterintelligence Officer, Prince George’s County Office of the Sheriff, Largo, MD, March 2003 – November 2009

Performed general Law Enforcement and investigations duties (Sources and Uses of Information which includes: History of Criminal Investigations; Uses of Physical, Behavioral, Circumstantial, Digital, and Testimonial Evidence; Using People as a Source of Information; investigations involving records and files or Seeking and Obtaining Information from People and Records-detailed information on Interviews, using Records and Files, and Informants); conducted surveillance; Eyewitness Identification (includes: sketches, composites and line-ups); served civil processes; controlled warrants and summonses; served summonses/warrants, and extradition of persons wanted on criminal warrants; executed writs/court orders, transported prisoners to and from various institutions and courts throughout the State of Maryland, and the United States

Maintained security in the courtrooms of the County Circuit Courts

Monitored prisoners in holding areas, provided written reports and effective/efficient services to the citizens of Prince George’s County

Prepared the Daily Threat Analysis for the County, which was provided to the County Executive, Director of Homeland Security, Sheriff, and Chief of Police

Served as an Instructor in the Training Division, providing subject matter expertise in entry level to senior management training (i.e., CPR, Workplace Harassment, Flying While Armed, and Report Writing)

Conducted background investigations of potential employees and new hires, and served as Test-Site Proctor

Member of the Special Operations Division in various capacities (SWAT, Witness/Executive Protection, Hostage Rescue and Emergency Medical Technician)

Firefighter/ Explosives Investigator-EMT, Prince George’s County Fire/EMS Department, Largo, MD, February 1993 – February 2003

Accountable for Fire/Explosives Investigations, based upon a thorough, in-depth understanding of fire behavior and working knowledge of building construction

Resume’ of Thomas J. Gordon, III

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Collected, secured, packaged and transported physical evidence (accidental and incendiary fires) in a specified manner, and in accordance with standard operating procedures of the FBI and the ATF

Documented fire scenes through the use of still and video photography

Served as an Expert Witness for various court related cases, and independently developed opinions on the cause and origin of fire related incidents, and conveyed the opinion in a clear and concise manner in depositions and trials

Conducted detailed in-person and phone interviews or computer searches of persons having information relevant to investigations

Directed and performed field investigations to develop information necessary for appropriate decision-making, which included surveillance activities

Coordinated activities with other jurisdictions and agencies of incidents resulting in loss of life, high dollar value, or civil rights violations (churches, synagogues, or other religious or racially motivated crimes)

Conducted and managed internal investigations of personnel accused of violating the Maryland Annotated Criminal Code, Departmental Orders (as set forth by the Fire Chief), and/or federal discrimination laws pertaining to the Five Classes (Race, Color, Creed, Religion, Age, Sex)

Provided fire suppression and Emergency Medical Services to and for the protection of residents, citizens, and visitors of Prince George’s County Maryland

Military Experience:

Intelligence Specialist, United States Marine Corps, Camp Lejeune, NC, November 1986 – May 1991

Provided essential elements of military intelligence to the command element of the Marine Air-Ground Task Force (MAGTF)

Supported task force commanders, and their subordinate operating units of the Fleet Marine Force (FMF)

Provided specialized weapons and forward deployment of ordnance in hostile regions

Tasked with supporting Marine expeditionary and amphibious operations

Certifications

Peace Officer, Maryland Police Training Commission

Instructor, Maryland Police Training Commission

Arson Investigator, National Arson Investigators Association

Arson and Explosive Investigator, Federal Bureau of Investigations

Advanced Investigator, Prince George’s County Police Department

Emergency Medical Technician, Maryland Institute for Emergency Medical Services System (MIEMSS)

Firefighter III, Maryland Fire and Rescue Institute (MFRI)



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