Customer Service Security

Ian O'Neil

**** ******** **

Woodbridge,VA *****

Mobile: 203-***-****

Email: aczofu@r.postjobfree.com

Availability:

Job Type: Permanent

Work Schedule: Full-Time

Work Experience:

Transportation Security Administration

DCA

Washington DC, DC 20001 United States

03/2011 - Present

Hours per week: 40

Series: 1802 Pay Plan: SV Grade: F

Behavior Detection Officer (This is a federal job)

Duties, Accomplishments and Related Skills:

• Accounted for 30-40 team members on a daily basis through the use of our BDA IShare page, and Excel database.

• Behavior Efficiency Accountability Metrics (BEAM) which is a computer based tool used in order to track all BDO responses and movements throughout a daily working shift.

• Highly skilled in counter-surveillance activities through observing persons and property to make a threat assessment for example, observing a person taking panoramic video of high profiled areas.

• Experienced in identifying potential suicide bomber indicators and proper actions to take if observed. Identifying exit routes, contingency plans, identifying nearest safe points, and communicating with DCA Coordination Center, and Local Law Enforcement: Metropolitan Washington Airport Authority (MWAA) on site.

• Very proficient in report writing - As a BDO when items are discovered that may be indicative of criminal activity requiring Law Enforcement Officer (LEO) assistance, I write incident reports (IR) which are submitted to MWAA which may be used for further investigation. IR’s are detailed oriented highlighting all the actions taken: when, where, what occurred, who was involved, and the resolution.

• Write referral reports when a person reaches our security threat threshold for secondary screening; an interview is conducted in order to mitigate the threat and information is gathered and submitted in to the report and uploaded into the Performance Management Information System (PMIS).

• Team/rapport builder from interactions with local, state, and federal LEOs, stakeholder officials within and outside the organization, such as MWAA, Federal Air Marshals (FAMS), United States Secret Service (USSS), Emergency Medical Technicians (EMTs), Amtrak Police Department, Customs and Border Protection (CBP), Federal Bureau of Investigation (FBI), etc.

• Conducted a Behavior Awareness Training (BAT), to 10 TSA employees; a scenario based training representing different incidents that a TSA employee may witness or encounter while on duty and what actions to take.

• Manage expanding BDO team members to different locations based on areas where points of vulnerability may be present in order minimize threat levels.

• Assist in conducting studies and providing support for security issues that identify vulnerabilities, adversarial intent, capabilities and threat courses of action that assists the decision making process of senior leadership and stakeholders in determining mitigation and response. The analysis of this information supports a risk framework and methodology designed to prevent and or deter terrorists from conducting an attack in the homeland.

• Evaluate and analyze potential threats considering adversary presences, actor(s) intent and capability, and local target attractiveness to a given location.

• Provide recommendations for effective countermeasures to identified vulnerabilities and mitigation to projected consequences

• Facilitated with colleagues a rotation schedule and establishing a base line which help set up the norms for the day and would help us circumscribe what passengers may need to be engage or even referred for more security screening.

• Investigated passengers with a partner that meet a base line that was over the set norms to by conducting an interview and providing more in-depth security screening until my partner and I were satisfied that they were not a threat to security.

• Led the team by conducting in and out briefings and assigning 12-15 colleagues positions, rotations and breaks when appointed acting lead. Also made sure they could always call me when there was an unsolvable situation.

• Managed a small group of 6 colleagues as the point of contact when a breach or access event was call by the checkpoint which could be a miss screened bag or person. I needed to engage checkpoint managers and supervisors to find out the situation and then establishing positions, setting the radio channel to communicate and the description of the event to my colleagues so they could help the checkpoint to resolve the breach.

• Prepared and edit a power presentation placing in into a video format for the morning briefings to help train the staff of our local airport on how we as Behavior Detection Officers respond to a checkpoint when a breach was called.

• Designed a video which included contents of interviews by fellow staff from all departments at our company explaining what working there meant to them and told them that this video would be used at the award ceremony. This was my way to help build moral and company loyalty.

Supervisor: Scott Petersen 703-***-****)

Okay to contact this Supervisor: Yes

Transportation Security Administration,

IAD

Washington DC, DC 20001 United States

10/2009 - 03/2011

Hours per week: 40

Series: 1802 Pay Plan: SV Grade: E

Transportation Security Officer (This is a federal job)

Duties, Accomplishments and Related Skills:

• Discovered and stop emerging transportation security threats, utilizing state of the art technology and calibrating such technology to stay in working form to preform job duties.

• Educated, trained and provide friendly customer service to travelers so they could better prepare themselves to go throw the security lines stress free and efficiently.

• Screened passengers and gather intelligence throw looking into their bags either by doing a bag check or using the bag x-ray to know if the item that was viewed was a minor threat and need serious screening by notifying the appropriate people.

• Mentored new trainees and other was asked to preform special duties such as changing my shift to provide different security measures on play book and for outside personal to observe.

• Directed a team of 12 on the checkpoint as acting lead which gave me the responsibility of resolving alarms, setting up a ration schedule that included lunches and breaks, and mentoring colleagues when needed.

• Oversaw a team of 12 when in charge playbook by organizing a schedule to preform gate screening beyond the checkpoint by coordinating with the airplane take off times with our breaks, rotations, teams, and assigned leads for each smaller team that was established.

Supervisor: Kevin Woodbridge 703-***-****)

Okay to contact this Supervisor: Yes

Phoenix Associates

Tokyo

Aoyama, Tokyo Japan

04/2005 - 06/2009

Hours per week: 40

Professional Business English Trainer

Duties, Accomplishments and Related Skills:

• Responsible for constructing grammatical sound lessons and giving student business situations so they can apply it to their work when they had to give presentations or speak to someone on the phone in English.

• Developed my own training modules and managed the style of the training techniques for the clients to help them produce presentations they could use in real business.

• Trained the client's negotiation skills and debating skills so they could apply them to be compelling and justify their positions confidently in a real business situation.

• Responsible for assigning conference rooms that would suit the student. Would then tailor classes so they could improve their English skills that need to be used in dealing with foreign clients that could only communicate in English.

• Drafted reports on the status of the clients progression, in showing the improvement of each client and achieving client satisfaction to bring more business to the company.

Transportation Security Administration

Lax

Los Angeles, CA 90045 United States

09/2002 - 03/2005

Hours per week: 40

Series: 1802 Pay Plan: SV Grade: D

Transportation Security Officer (This is a federal job)

Duties, Accomplishments and Related Skills:

• Discovered and stop emerging transportation security threats, utilizing state of the art technology and calibrating such technology to stay in working form to preform job duties.

• Educate, trained and provide friendly customer service to travelers so they could better prepare themselves to go throw the security lines stress free and efficiently.

• Screened passengers and gather intelligence throw looking into their bags either by doing a bag check or using the bag x-ray to know if the item that was viewed was a minor threat or needed serious screening by notifying the appropriate people.

• Mentored new trainees and colleagues on preforming new or special duties such security measures on play book and performing screening at the gate of the plane.

• Directed a team of 12 on the checkpoint as acting lead which gave me the responsibility of resolving alarms, setting up a rotation schedule that included lunches and breaks, and mentoring colleagues when needed.

• Oversaw a team of 12 when in charge playbook by organizing a schedule to preform gate screening beyond the checkpoint by coordinating with the airplane take off times with our breaks, rotations, teams, and assigned leads for each smaller team that was established.

• Cross trained as the first class at LAX on baggage x-ray techniques which included using x-ray machine designed to look into bigger bags and using them to decide if the bag needed further searching by using another machine called the ETD which focused on explosive traces on the bag and how to resolved any alarms.

• Chosen to be in charge of 12 colleagues as a Baggage acting lead which required me to respond to any alarms, set breaks, and rotation. During an alarm response I was to conduct an interview of the passenger by asking questions to the passenger about their bags and as my officer to conduct further screening of the bag making sure it was cleared to fly.

• Developed as a team lead a great rotation schedule that was used throughout the concourse by using the flow of the airlines and knowing the how to get my colleagues on breaks keeping moral up and being recognized as a very organized team.

Supervisor: Alricco Farmer (310-***-****)

Okay to contact this Supervisor: Yes

Onvia.com

Seattle

Seattle, WA 98101 United States

02/2000 - 07/2002

Hours per week: 40

Client Representative

Duties, Accomplishments and Related Skills:

• Received and screened calls so I could deal with technical questions; assisted customers with technical or product issues until the caller was satisfy with the outcome or purchase.

• Engage the intranet service available to obtain internal documents files with information that would solve issue that the costumer was facing or introducing them to services provided by the company.

• Alerted outside companies with queries when products where not sent or to find out if a product was still in-stock.

• Assisted with training of new associates, processing returns, answered product question, took orders and answered any questions about the services our company provided while streamlining task to efficiently solve any situations so there were no unnecessary interruptions for management.

• Consistently met and exceeded production targets through effective communication, interpersonal skills, problem solving, and strategic selling skills.

Starbuck Coffee Company

Seattle

Seattle, WA 98101 United States

12/1997 - 02/2000

Hours per week: 40

Shift Supervisor

Duties, Accomplishments and Related Skills:

• Providing cash draws to the team to set up for their day and performed supervisor duties when the supervisor was off.

• Interfaced with customers by educating them about products or service and trained new sales staff.

• Opened and closed the store on a daily basis and responsible for keeping the bank straight at the end of my shift.

• Developed and introduced several daily routines, which resulted in greater productivity, improved employee morale, and client satisfaction.

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