Information Security Operations Manager

BRIAN WILSON

*.***********@*****.*** 978-***-**** LinkedIn Profile

Portfolio/Blog www.gigatech1.com

OPERATIONS MANAGER CONTACT CENTER LEADER IT STRATEGIST Seasoned operations professional with over 25 years of experience leading high-performance teams in customer service, dispatch, IT, and field operations. Proven track record of managing call centers, supervising staff, coordinating real-time scheduling, and driving continuous improvement across dynamic, high-pressure environments. Adept at motivating teams, streamlining workflows, developing business growth strategies, and delivering operational excellence. Equally strong in hands-on technology management, systems integration, and cross-departmental collaboration. CORE COMPETENCIES

• Staff Management & Team Development

• Contact Center & Dispatch Operations

• Real-Time Scheduling (Staff & Clients)

• Process Optimization & Performance Metrics

• Escalation Handling & Conflict Resolution

• Verbal & Written Documentation

• Local, State, and Federal Compliance and Reporting

• CRM & Systems Integration (Salesforce, NetSuite, HubSpot, Clover)

• Technical Troubleshooting & Field Support

• Business Development Strategy

• OSHA, HIPAA, DOT Compliance

• IT Infrastructure & Remote Setup

• Vendor, Field Team & Client Communication

PROFESSIONAL EXPERIENCE

Technical Inspector

Massey Services – Port Orange, FL Nov 2023 – Present

• Conduct inspections for commercial and residential clients, documenting findings via mobile tools and CRM updates.

• Communicate inspection results clearly to clients and field teams, ensuring accuracy and service follow-through.

• Enhance safety, compliance, and customer trust through professional on-site interaction and documentation.

IT Manager / General Manager

Daytona Pressure – South Daytona, FL Apr 2021 – Oct 2023

• Directed daily operations, call center activity, and multi-site field scheduling to ensure seamless service delivery.

• Recruited, trained, and managed staff across departments, fostering professional growth and accountability.

• Oversaw CRM system implementation and automated workflow enhancements to boost efficiency.

• Conducted QA inspections, coordinated client walkthroughs, and maintained strong vendor relationships.

Route Manager / IT Support Specialist

WCA Waste (GFL Environmental) – Orange City, FL Jan 2019 – Apr 2021

• Managed routing, customer service, and real-time logistics coordination in a high-demand environment.

• Delivered first-tier IT support to field and office personnel, ensuring minimal service interruptions.

• Resolved route issues and customer concerns promptly, improving satisfaction and team productivity.

IT Specialist / Dispatch Supervisor

Woods Ambulance – Gardner, MA Jan 2004 – Dec 2016

• Led a 24/7 emergency call center handling 250,000 annually, supervising dispatchers, scheduling shifts, and optimizing operational flow.

• Trained staff in emergency protocols, customer de-escalation, HIPAA compliance, and documentation standards.

• Implemented process improvements that reduced dispatch times by 45% and improved patient service.

• Managed system troubleshooting and documentation of complex dispatch events under high- pressure conditions.

Firefighter / EMT

Hubbardston Fire Department – Hubbardston, MA Jan 2004 – Dec 2014

• Performed inspections, enforced safety codes, and responded to emergency medical and fire incidents.

• Documented findings and collaborated with state/local authorities to ensure compliance.

• Maintained a calm, effective presence in hazardous, high-pressure environments. EDUCATION & CERTIFICATIONS

Associate of Science in Computer Science

Mount Wachusett Community College – Gardner, MA GPA: 3.8 Certifications

• Google Generative AI & Prompting Essentials – 2025

• Google IT Support Professional (In Progress – 2025)

• Foundations of Cybersecurity – 2025

• Google Analytics & Ads – 2024

• Cisco CCNA (In Progress – 2025)

• OSHA 10-Hour (General Industry)

• CPR/AED & First Aid

TECHNICAL PROFICIENCIES

• CRM Tools: Salesforce, HubSpot, NetSuite, Clover

• Productivity Suites: Microsoft Office, Google Workspace

• IT Tools: VoIP, softphones, mobile inspection apps

• Remote Setup: 200+ Mbps internet, secure home office

• Field Reporting: Digital photo, notes, and incident logging systems ADDITIONAL STRENGTHS

• Hands-on leader with experience managing 24/7 operations, field logistics, and cross- functional teams.

• Skilled communicator, capable of defusing escalated issues and providing calm leadership in crisis.

• Strong technical foundation supporting remote workforces, field personnel, and customer systems.

• Capable of adapting rapidly, traveling as needed, and meeting evolving business challenges head-on.

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