Carlos Dos Reis

Provide logistical support for travel of various personnel and authorization access by validating credentials, creating repository to track all names and credentials of individuals with authorized access, remove individuals who no longer have access, review the tracking list, and run reports to ensure real-time compliance

• Stay abreast and enforce policies and regulations for providing protection to Secretary of State, Department of State employees, foreign delegates, and guests
• Coordinate with internal IT staff and customers to resolve technical issues and escalate, if required, to ensure smooth business application process
• Monitor administration activities to maintain and reset passwords; monitor requests to include new users, disabled accounts, and security clearances
• Install and configure software and hardware on windows servers; train employees to use network programs appropriately
• Aid users who experience issues via remote desktop support, troubleshoot system issues, or any other issues with network
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Used ticketing systems to manage and process support actions and requests
• Documented transactions and support interactions in system for future reference and addition to the knowledge base
• Monitored systems in operation and input commands to troubleshoot areas
• Provided replacement files to customers missing data, media files, and software components.

• Operated radio; use multi-channel communications
• Call logging; data entry into SMS Access database
• Receive and respond to emergency and non-emergency calls from employees, outside vendors, law enforcement, and the security field force via telephone, automated alarm monitoring, and radio systems
• Process and evaluate information received from all available sources and respond with the appropriate communication and dispatch procedures
• Coordinate with internal IT staff and customers to resolve technical issues and escalate, if required, to ensure smooth business application process
• Use ticketing systems like ServiceNow to manage and process support actions and requests
• Utilize a variety of computer programs (C-CURE 9000 & Simplex by Johnson Controls) and badge making equipment
• Investigate and prepare reports on incidents and suspicious activities; maintain written logs as required by the post
• Comply with and facilitate the conduct of the daily routine in the local Control Room.

• Followed safety regulations to maintain safe work environment.
• Improved package handling efficiency by implementing proper sorting and organizing techniques.
• Contributed to increased productivity by working effectively in high-pressure situations.
• Proved successful working within tight deadlines and a fast-paced environment.
• Zealed for the safety of items and personnel within my area of operation
• Maintained proper operation of conveyor belts.