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Customer Service Desktop Support

The Bronx, NY
November 27, 2022

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PROFILE: Skilled technician with over ten years of experience in project management, customer service and business operations. Experienced in maintaining organization and optimizing workflow. Skilled at balancing high-volume inquiries with administrative needs. Adept at problem solving in collaboration with team members and management. Thrives as both an independent contributor or as a team member.


Testing & Troubleshooting

Project Management

System Administration

Vendor Relations

Strategic Planning

Effective Communication

Team Leadership

Business Continuity

Data Backup & Recovery

People Person Skills

Microsoft Office

Customer Service


WeWork New York City, 02/2020 – Present

NY Corporate Security Global Operations

Support WeWork security management globally in all aspects including physical

security, crisis management, and technological /operational security design and


Manage Global Security Operations Center through the development and execution

of strategic physical security operations policies and procedures.

Partner across multiple departments at WeWork (Community team, Legal & HR) to

effectively work through internal investigations abiding by all security/company policies and carrying out resolutions efficiently with a focus on positive customer experience.

Maintain effective relationships with local law enforcement and emergency response teams.

Created both inter and intra departmental Standard Operating Procedures (SOP) and Operations Security (OPSEC) Plans which would align with WeWorks culture and also nurture company wide security education and awareness.

Troubleshoot security issues/concerns and assess the need for external service ensuring that all key stakeholders are informed.

Serve as the initial point of contact for all emergency situations globally.

Maintain the Global Helpdesk Security Ticketing System (salesforce)

S2/Feenics access control /CCTV/ alarms system technology

Meredith Corporation New York, NY September 2015- Feb 2020

Access Control Coordinator

Id Access Card production

Special projects given by Security Management

Taking telephone messages for the Shift Supervisor (ext. 1606)

Taking telephone messages for Security Manager when requested

Checking the email address throughout the day; using correct and proper grammar when sending or replying to emails.

Calling in work order requests (reported by Shifts Supervisors or Security Officers) to Building Services such as lights out, broken office doors, etc.

Calling in work order requests to ETC such as malfunctioning card readers, Geoffrey Systems problems, etc.

Following up with the work orders in order to ensure that they are completed.

Assisting with Alumni Society lobby table check in

2nd Floor Conference Center Reception relief

Filling in Security posts when needed (uniform must be on site at all times)

Training of new Security Officers

Training of current Security Officers (new or updated information)

Adding and replacing bar codes for the Tour Watch System

Allied Universal New York, NY September 2007 – 2015

Global Security Command Center Operator

·Safely secured employee and guest movements in, out and around the perimeter of building.

·Correctly and properly checked visitors in the build for meetings and appointments using programs such as indigo, and other secure programs.

·Operated in the building securities Global command center: which monitor every Alliance Bernstein in the states and internationally.

·Updated Employees Access cards for site clearance

·Supervised several security guards in all different work shift. Created a weekly post detail order for each guard.

·Responded to building emergencies whether their medical, or suspicious throughout the building.

·Trained on booth security loading dock and security booth check points.

·Middle man between the companies’ area manager and the sites contract personnel advisor.

·Familiar with monitoring programs, Valor, Vandibelt, Dataminr, Global Rescue

Youth Action Programs & Homes Inc. New York, NY June 2003- July 2004

Program Intern

·Screened calls and visitor

·Provided general information to public.

·Collect, sort, open, and/ or distribute mail.

·Sort and file correspondence and documents in record or filling systems.

·Retrieved material from files upon request and kept record of the movement of file materials.

·Entered information into pre-existing word processing templates, form letters, database forms, and spreadsheets.

·Prepared routine correspondence and documents from rough draft or detailed instructions.

·Operated office equipment and personal computers.


University of Phoenix New York, NY

Master of Business Administration

University of Phoenix New York, NY

Bachelor of Science in Management

University of Phoenix New York, Ny

Associate of Arts

University of Phoenix New York, Ny

Desktop Support Certificate

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