Adrian Betancourt
San Jose,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative 1
Securitas Security Services USA, Inc.
07.2024 - Current
- Greet and assist all GSAM customers while ensuring quality customer service.
- Process incoming emails using Microsoft’s SNOW system and TEAMS communications to GSAM.
- Coordinate issuance and administration of physical access cards.
- Provide tier1/tier2 support for network access including troubleshooting.
- Provide ongoing support for system users (cardholders) and VPN/RAS users.
- Monitor the system and respond in accordance with prescribed access control procedures.
- Use the Microsoft Shipping tool to ship and track packages worldwide to ensure delivery.
- Provide daily administration of the Global Access Control System.
- Provide assistance with procedural review, analysis and process development.
- Maintain an in depth knowledge of all established policies and procedures.
- Support all department and company goals and objectives.
- Explore and adopt changing technology in preparedness for and to accommodate evolving company needs.
- Process incoming mail and packages as established by internal GSAM policy.
Data Center Security Kiosk Officer Tier II
Allied Universal
01.2022 - 08.2024
- Responsible for greeting all incoming visitors/contractors to the Data Center site.
- Issue Non-Disclosure Agreement, Data Center Workplace Rules and Safety Rules (EHS) to each person. Responsible for briefing visitors/contractors with all security/safety information.
- Responsible for emergency communication through public address system, Go-Kit inventory, preparedness for security audits performed by client, coordinate virtual escorts with the Security Operations Center, support CCURE/RightCrowd badging needs and perform vehicle inspections.
- Assign provisioning employees and authorized visitors access badges following In-Person Proofing verification of a valid government issued ID.
- Enhanced security measures by monitoring premises and ensuring compliance with safety protocols.
- Understanding of all unplanned visits from government officials.
- Knowledge of security tests conducted by an outside organization to test security readiness.
- Improved response times by quickly addressing incidents and emergencies.
- Ensure everyone entering the site is positively identified, each time.
- Inventory and audit of each temporary access badge. Test each outer perimeter access control features and report operational status.
- Assist with all access management post coverage and card rejection issues.
- Member of the Emergency Response Team.
- Assisted in training new officers to ensure adherence to security protocols.
Metal Detector Officer Tier I
Allied Universal
10.2021 - 01.2022
- Control the flow of material leaving the Data Center floor using a walk through or handheld metal detector, prevent theft or loss of equipment, protection of customer information, and client’s intellectual and physical property while encountering client employees and vendors at the site daily.
- Screen all persons leaving a high security area following detailed security procedures.
- Log all needed information/statistics and any paper logs as required.
- Communicate suspicious activity to the correct point of contact and request assistance as needed to ensure proper screening of persons in the assigned area.
- Maintain an inventory of post equipment and ensure that all equipment is functioning properly upon assuming duty at the post.
- Be familiar with Metal Detector Exceptions and understand how to handle this unique situation.
- Preparedness for internal tests and audits by Google employees.
- Pass all Metal Detector monthly testing to ensure continued proficiency in screening.
- Conscience of surroundings and aware of procedures needing to be performed at all times.
Site Security Manager
Securitas Security Services USA
04.2016 - 10.2019
- Managed campus security operations 24x7 on the Microsoft campus located in Bay Area, California (approx. 2500 employees).
- Oversee and participate in recruitment, selection, orientation, training, development, scheduling, payroll, and retention of staff 9 assigned personnel up to 1,551 hours.
- Routinely meet with the Securitas Account Director and West Regional Security Advisor ensuring open lines of communication discussing emerging risks, issues, disputes, training, budget, and other matters of interest.
- Assist Regional Security Advisor with communication, education, onsite troubleshooting security hardware and system operating functions, and response to issues affecting Microsoft Regional Office.
- Meet with Microsoft and Securitas management for account reviews; addresses any actual or potential problems; supports security planning, assessments, and surveys; review and update of local procedures and post orders.
- Collaborates with vendor teams and Global Security groups (i.e.: vendors, Consulting, Investigations) to resolve local issues and further security objectives.
- Partner with local stakeholders to plan and support local special events, achieving a base cost savings of $18,720 per quarter for the client, access control, visitor registration, general logistics, and event security.
- Provide input to company initiatives; promptly assist in the resolution of legal, financial, human resources, and administrative issues.
- Within scope of contract and assigned duties, reviews appropriate expenditures including equipment, supplies, and vehicles; ensure invoices are correct, delivered and paid in a timely manner.
- Resumed Delegated Issuance Officer badge services for west region. Work closely with support groups on access control or related tools to ensure proper support is provided to teams in need.
Delegated Issuance Officer / Site Security Manager
Securitas Security Services
12.2007 - 10.2019
- Understanding of a variety of security and safety devices and controls.
- Create and distribute new hire employee, approved vendors, replacement badges through in person proofing, badge photo taking, prepare and ship offsite employee badges via UPS or FedEx.
- Inventory new cardkey stock, order new cards when needed and keep locked in a secure location.
- Inventory all temporary badge and hard keys, initiate recovery process if not returned daily.
- Badge recovery of terminated employees for destruction.
- Fax payroll, file all paper documents by date/shift until retention is no longer needed and documents are shredded.
- Document all badge related services, information used for Microsoft Security quarterly QBR.
- Work closely with Area Managers with assigning, removing access and providing access lists for audit when needed.
- Assign 2nd level of access through fingerprint biometrics and/or hand geometry as a level of authentication to validate a person’s identity.
- Coordinate Domestic Badge Admin. conference calls to discuss various topics on badging.
- Attend BEO to assist with security needs and Conference Center scheduling.
- Member of the Emergency Response Team and Safety Committee.
- Assist with Control Room Supervisor with all incoming calls and walkup requests for security assistance.
- Monitor, dispatch and respond to incoming alarms. Report all excessive alarms for troubleshooting, service and support to service technicians and facilities engineers where needed.
- Appointed as the pilot badging office, responsible for troubleshooting new programs to ensure they are ready for domestic and global implementation
Education
High School Diploma -
Adrian C. Wilcox High School
3250 Monroe St, Santa Clara, CA 95051-115306-1993
Skills
Ability to work in a team environment and able to complete tasks in a timely manner
Positive customer service experience with strong listening skills and patience
Developed computer skills with proficient knowledge of Microsoft operating systems
Able to work in a fast paced environment while effectively making decisions
Strong verbal and written communication skills
Proficient problem solving, analysis and research skills
Ability to work professionally and productively with others
Well-developed organizational skills and attention to details
Capable of working under pressure while maintaining a professional image and approach with clients inside and outside Microsoft
Accomplishments
- Awarded recognition by Microsoft Global Security for involvement in a critical incident that resulted in the saving of a life.
Certification
Certified by the Nevada Private Investigators Licensing Board, California Bureau of Security and Investigative Services (BSIS). Possesses certifications from the American Red Cross and OSHA 10.
Timeline
Customer Service Representative 1
Securitas Security Services USA, Inc.
07.2024 - Current
Data Center Security Kiosk Officer Tier II
Allied Universal
01.2022 - 08.2024
Metal Detector Officer Tier I
Allied Universal
10.2021 - 01.2022
Site Security Manager
Securitas Security Services USA
04.2016 - 10.2019
Delegated Issuance Officer / Site Security Manager
Securitas Security Services
12.2007 - 10.2019
High School Diploma -
Adrian C. Wilcox High School