Regional Operations Center Lead - 20+ Years in Multi-Site Critical Ops

WILLIAM M. TUPUA, MBA

Oahu, HI 808-***-**** *****@******.*** linkedin.com/in/william-tupua-07ab0164

PROFESSIONAL SUMMARY

Cybersecurity-enabled operations executive with 20+ years of experience overseeing multi-site critical environments, leading high-performing teams, and enforcing compliance across regulated sectors. Experienced in incident response leadership, information security oversight, audit readiness, and SOP development. Skilled in validating events, coordinating response actions, and ensuring high-quality reporting aligned with federal and DoD standards. Strong background in training, readiness programs, and leading complex operational centers supporting 24/7 monitoring.

CORE COMPETENCIES

Security Operations • Incident Response Leadership • Threat Analysis • Regulatory Compliance

Training & Readiness Programs • SOP Development • Quality Assurance • Operational Auditing • Continuous Improvement (Lean/DMAIC)

Reporting & Documentation • Multi-Site Leadership • Log Analysis • Performance Coaching

RELEVANT EXPERIENCE

Alert Alarm Hawaii / National Fire Protection — Honolulu, HI

Vice President of Operations 2024 – Present

- Lead operational programs involving mission-critical safety and monitoring systems across all Hawaiian Islands.

- Oversee compliance, auditing, SOP management, and multi-system reporting ensuring accuracy and regulatory alignment.

- Direct readiness, training, and certification programs to improve technical proficiency and triage accuracy.

- Manage incident documentation, QA review, and cross-agency coordination for high-priority operational events.

- Implement process controls improving response time, reporting accuracy, and interdepartmental communication.

Roto-Rooter Services Company — Honolulu, HI

General Manager, Hawaiian Islands 2022 – 2024

- Directed large-scale field operations with incident escalation, documentation reviews, and compliance oversight.

- Led multi-island teams through structured SOPs, QA programs, and data-driven operational audits.

- Standardized communication, turnover documentation, and quality control procedures.

- Improved reporting timeliness and decision-making through structured analysis and workflow optimization.

Toshiba Business Solutions — Honolulu, HI

Vice President of Service Operations 2011 – 2022

- Directed statewide technical operations supporting enterprise and government clients under security and compliance frameworks.

- Managed event validation workflows, log analysis practices, and reporting accuracy initiatives.

- Led 90+ technical personnel, improving triage performance, training quality, and incident-resolution efficiency.

- Developed and maintained SOPs for service response, escalation, and QA review.

- Recognized nationally for excellence in operational discipline, performance metrics, and compliance assurance.

Diebold Incorporated — Honolulu, HI

Customer Solutions Manager, Pacific Islands Region 2006 – 2011

- Oversaw technical and security operations across Hawaiʻi, Guam, and Micronesia for government and financial institutions.

- Managed incident workflows, audit programs, and operational documentation.

- Strengthened multi-region service readiness, training, and compliance alignment.

- Directed cross-functional support teams through high-stakes operational activities.

EDUCATION

Master of Business Administration (MBA) — University of Phoenix, Mililani, HI

Bachelor of Science in Business Management — University of Phoenix, Mililani, HI

CERTIFICATIONS & AFFILIATIONS

- Lean & DMAIC Process Improvement

- OSHA Safety Program Leadership

- Compliance & Governance Training

- Hawaiʻi Chamber of Commerce

- Japanese Chamber of Commerce

- University of Phoenix Alumni Association

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