Christian G. Ocasio Perez
Gurabo,PR
Summary
Dedicated Security Supervisor skilled in providing exceptional security monitoring, knowledge of surveillance protocols and CCTV equipment. Focused and detail-oriented with proven history of mitigating risks and utilizing reasoned decision-making in high-pressure situations. Agile Signal Support Systems Specialist proficient at maintaining all levels of network and system health. Holistic monitor of important system health metrics. Articulate Telephone Operator driven to deliver top-notch telephone management services. Organizes work area to promote efficiency and provides superior customer service. Bilingual with advanced-level skills in English and Spanish. Diligent and hard-working candidate ready to contribute solid effort as team member. Thorough and highly organized with excellent communication skills. Reliable worker with strong work ethic.
Overview
11
11
years of professional experience
Work History
Security Supervisor
Allied Universal Security Services
10.2020 - Current
- Recorded incident reports with detailed accounts of occurrences.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Conducted regular patrols of facility to detect and deter security threats.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Monitored and approved access control systems for accessibility to authorized personnel.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Collaborated with management to develop security policies and procedures.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Developed and implemented strategies to prevent and respond to security incidents.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Screened vendors and contractors before granting access to restricted areas within facility.
- Responded swiftly to security incidents and effectively resolved security issues.
- Kept team compliant with security protocols and appearance standards.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Supervised team of five security personnel during shift.
- Monitored and maintained CCTV and access control systems to protect personnel and assets.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
- Evaluated security systems and procedures to identify areas for improvement.
- Coordinated with IT personnel regarding security of digital assets and information systems.
Signal Support Systems Specialist
US Army
02.2017 - Current
- Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
- Supervised and assisted with battlefield signal support systems and terminal devices.
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Trained users to connect to and utilize Local Area Networks (LANs) and Wide Area Networks (WANs).
- Integrated new devices into managed networks while maintaining assigned security protocols and protections.
- Maintained networking equipment such as Switches and Routers to support reliable user connectivity.
- Tested signal-level equipment for operational performance within prescribed tolerances.
- Installed new wiring and networking hardware in existing facilities and within new construction.
- Performed signal diagnostic functions to detect network interruptions and diagnose connection deficits.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
- Updated hardware and software platforms by implementing automation and efficiency improvements.
Chat Support Representative
T-Mobile
02.2019 - 03.2020
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Handled inbound customer chat conversations from websites.
- Assisted customers with order placement, product returns and order tracking.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management, and order calls.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Laborer Worker
LD Painting
01.2014 - 01.2019
- Worked alongside team to accomplish work goals according to schedule.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Prepared job sites by removing debris and setting up materials and tools.
- Organized materials, tools, and equipment to supply team members.
- Gathered and removed debris and discarded material upon final completion of construction project.
- Utilized construction tools and machinery to effectively complete job site projects.
- Performed general labor tasks on concrete construction job sites using multiple power tools and specialized hand tools.
- Signaled equipment operators to facilitate alignment, movement and adjustment of machinery, equipment and materials for projects.
- Read and interpreted plans, instructions and specifications to determine work activities.
- Assisted carpenters and other tradespeople in construction, installation and repair of buildings and loaded, transported and unloaded materials, tools and supplies.
- Measured, marked and recorded openings and distances to designate areas for construction work.
- Prepared and applied cement and other construction materials to build structures or fill gaps and smoothed and leveled new concrete.
- Understood and followed verbal and written instructions to complete work correctly.
- Maintained organized and clean work areas at all times on job sites.
- Used measuring tools such as gauges and tape measure to identify conforming parts during production.
- Followed proper equipment operation and maintenance procedures to keep equipment in good working condition.
- Identified and reported hazards on job sites to prevent accidents and injuries.
- Observed site safety rules to maximize protections for team members and equipment.
- Performed general housekeeping and cleaning tasks.
- Dug trenches, ditches and holes to allow for utility, water and sewer installation and proper foundation for structures.
- Assembled and disassembled formwork to facilitate correct shaping and pouring of concrete.
Telephone Sales Representative
Atento Puerto Rico
12.2012 - 12.2013
- Set up and updated customer accounts and researched questions using multiple computer systems.
- Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.
- Answered questions during initial contact and follow-up calls with sales prospects.
- Maintained strong call control to keep customers focused on sales offerings.
- Led customers through smooth sales processes.
- Cultivated inbound sales inquiries to successfully convert leads to sales.
- Escalated dissatisfied customers to management to maintain focus on achieving sales targets.
- Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases.
- Guided customers through plan selection by explaining benefits, costs and restrictions of each option.
- Built relationships with customers using strong persuasion and active listening skills.
- Informed current and prospective customers of promotions and new or upgraded products.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Asked pertinent questions to understand customer requirements.
- Recorded contact information of customers and potential customers in internal database.
- Recorded and updated customer information in online systems.
- Followed up with customers to solicit further sales.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily and weekly sales reporting using assigned tools.
Education
Certified - Communications Technologies
US Army Cyber Center of Excellence
Augusta, GA11.2017
Associate of Arts - Sound Engineering
Columbia Central University
Caguas, PR11.2016
Skills
- Report Generation
- X-Ray Hi-Scan Training
- Shift Scheduling
- ATM Technologies
- Emergency Response
- Physical Restraint Training
- Interviews and Interrogations
- Corrective Actions
- Assess Risks
- Surveillance
- Develop Security Standards
- Staff Discipline
- Firearms Training
- Electronic Crime
- Weapons Screening
- Combat Lifesaver Certification
- Awareness Programs
- Report Analysis
- Skilled Public Speaker
- Emergency Training
- Community Events
- Operational Effectiveness
- Terrorism Threat Identification
- Commercial Property
- Visitor Monitoring
- Audit Compliance
- Employee Performance Evaluations
- Emergency Management
- Investigative Procedures
- Takedown Maneuvers
- EasyLobby
- Regulatory Compliance
- Certified Security Supervisor
- Staff Management
- Active Shooter Training
- CCTV Monitoring
- Daily Status Reports
- Security Hardware
- Threat Analysis
- AED Certified
- Hazardous Material Identification
- Body Searches
- Team Leadership
- Safety and Security Regulations
- Asset Protection
- Loss Prevention Expertise
- Control Crowd
- Alarm System Monitoring
- Crime Prevention
- Employee Relations
- File and Records Management
- Access Systems and Patrol
- Administrative Duties
- Radio Traffic Monitoring
- Safety and Security
- Security Officer Training
- Skilled in Conflict Resolution
- Training Materials
- Security Resource Management
- CPR Training
- Facility Patrols
- Residential Management
- Criminal Investigations
- Investigate Breaches
- Closed Circuit TV Systems
- Signal Support Systems Installation
- Database Software
- Problem Diagnostics
- Hardware and Software Optimization
- Implement Solutions
- Information Management Network Operations
- Information Services
- Policies and Procedures Planning
- Troubleshooting and Assistance
- Computer User Assistance
- Inventory Maintenance
- Strong Interpersonal Communication
- Network Status Monitoring
- Error Troubleshooting
- Task Prioritization
- Radio and Data Distribution Systems
- Verbal and Written Communication
- Stress Tolerance
- Telecommunications Network Planning
- Hand and Power Tool Operation
- Voltage and Current Meters
- Test Tools
- Electrical Component Evaluation
- Issue Identification
- Adaptability and Flexibility
- Installation and Maintenance
- Heavy Labor
- Mortar Mixing
- Plaster Painting
- Cement Preparation
- General Housekeeping
- Calculations and Measurements
- Site Cleanup
- Safety-First Mentality
- Heavy Equipment Transportation
- Physical Strength and Stamina
- Administrative Support
- Information Updates
- Answering Customer Questions
- Multi-Line Telephone Systems
- Product Sales
- Inquiry Requests
- Email Etiquette
- Radio Etiquette
- Call Center Operations
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Security Supervisor
Allied Universal Security Services
10.2020 - Current
Chat Support Representative
T-Mobile
02.2019 - 03.2020
Signal Support Systems Specialist
US Army
02.2017 - Current
Laborer Worker
LD Painting
01.2014 - 01.2019
Telephone Sales Representative
Atento Puerto Rico
12.2012 - 12.2013
Certified - Communications Technologies
US Army Cyber Center of Excellence
Associate of Arts - Sound Engineering
Columbia Central University
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