Hi, I’m
Elba Hidalgo Roman
Global Security Operation Center Supervisor
Plano,TX
Summary
Accomplished Global Security Operations Center Supervisor with nearly 10 years of experience in security, specializing in team performance enhancement and crisis management. Expertise in workplace safety and exceptional team management skills foster success in fast-paced environments, ensuring exemplary customer service and operational excellence. Proficient in Microsoft Excel and skilled at devising innovative solutions to significantly improve operational efficiency. A dedicated leader with a proven track record of delivering results, exceeding expectations, and utilizing strong design and planning capabilities to execute complex projects while effectively teaching new concepts and best practice strategies.
Overview
11
years of professional experience
Work History
GardaWorld Security
Global Security Operation Center Supervisor
10.2025 - Current
Job overview
- Exercise professional judgment to conduct immediate risk assessments concerning customer safety and security, and ensure timely communication of identified risks to affected customers as necessitated by the situation.
- Manage and evaluate team of 4 operators per shift in performance, including the execution of formal performance appraisals and provision of one-on-one coaching sessions.
- Mentor and facilitate the professional development of Security Operations Center (SOC) Operators.
- Lead initial crisis management functions in immediate response to unfolding events, coordinating with the Global Security Operations Center (GSOC) Account Manager and other management personnel for structured incident escalation and seamless handover.
- Deliver exemplary customer service to the client and all stakeholders requiring GSOC support or services, and guide Operators toward achieving a comparable standard of service excellence.
- Formally escalate critical issues to the appropriate management and/or client representatives as required.
- Provide comprehensive oversight and quality assurance for the completion of all assigned tasks during designated shifts.
- Contribute to the monitoring and meticulous tracking of metrics and Key Performance Indicators (KPIs) necessary for monthly performance scorecards.
- Collaborate directly with the GSOC Operations Supervisor to identify and implement necessary process and quality improvements.
- Facilitate "tabletop" exercises and other structured training activities to ensure continuous development and operational readiness of the shift and its Operators.
- Receive and convey critical operational "pass-down" information and conduct thorough briefings to communicate updates, task assignments, training imperatives, and adherence to contractual compliance.
- Provide direct support and active engagement to help Operators realize their full performance potential and assist them in achieving broader professional development objectives.
- Contribute to the development, revision, and/or maintenance of operational policies and procedures.
- Maintain a high level of accountability within the team, ensuring consistent adherence to the core values of both Securitas and the client organization.
Securitas
Global Security Operation Center Supervisor
01.2023 - 10.2025
Job overview
- Utilize professional judgement to assess immediate risks to the safety and security of customers; provide timely communications to customers about those risks when needed.
- Team performance, including conducting performance evaluations or one on one coaching.
- Mentor and develop Operators.
- Lead initial crisis management functions in response to breaking events and work with the GSOC Account Manager and other management for incident escalation and handover.
- Provide exemplary customer service to the client and those requiring GSOC support or services; assist Operators to reach similar level of customer service-related excellence.
- Escalate issues as required to management and/or client.
- Provide oversight and quality assurance for all tasks completed on assigned shifts.
- Assist in the monitoring and tracking of metrics and key performance indicators for monthly score cards.
- Work with the GSOC Operations Supervisor to identify process and quality improvements.
- Receive pass down information and conducting briefings to provide updates, assignments, training and contractual compliance.
- Provide direct support and engagement to help Operators reach their performance potential and assist in helping Operators meet broader professional development goals.
- Contribute to the development and/or maintenance of policies and procedures.
- Maintain a high level of accountability of your team and always adhere to Securitas and Intuit values
Securitas/Allied Universal
Global Security Operation Center Operator
10.2021 - 01.2023
Job overview
- Alarm monitoring and dispatch
- Enterprise badge program assistance
- Answering, assisting with and directing phone calls
- Assisting with emergency response
- Provide customer service
- Certified in First Aid, CPR, and AED
G4S Secured Solutions
Security Site Supervisor
04.2015 - 10.2021
Job overview
- Global Operation Center Trained
- Manages security and overall safety of the clients
- Assist in administrative role by processing visitors and onboarding staff
- Answering inbound calls
- Provide customer service
- Knowledge of three different badge systems
- Enforces policies and procedures provide a safe work environment
- Process weekly schedules and reports
- Manages other supervisors and officers to maintain an efficient and productive team
- Ensures all reports and daily tasks are completed in a timely matter
- Certified in First Aid, CPR, and AED
- Alarm monitoring and dispatching
- Assisting with emergency response
Education
University of North TexasDenton, TX
No Degree from Clinical Psychology
North Lake CollegeIrving
No Degree from Transferred
Jack E Singley AcademyIrving, TX
High School Diploma
06.2013
Skills
- Workplace Safety
- Team Management
- Creative solutions
- Excellent communication skills to maintain positive relations with staff and customers in a fast-paced work environment
- Excels in an administration setting and data management
- Great interpersonal skills and patience to remain calm in stressful situations
- High schedule management skills and expedites project deadlines
- Familiar with Microsoft Word, Microsoft Excel, e-mail, and other specialized systems
Timeline
Global Security Operation Center Supervisor
GardaWorld Security
10.2025 - Current
Global Security Operation Center Supervisor
Securitas
01.2023 - 10.2025
Global Security Operation Center Operator
Securitas/Allied Universal
10.2021 - 01.2023
Security Site Supervisor
G4S Secured Solutions
04.2015 - 10.2021
Jack E Singley Academy
High School Diploma
University of North Texas
No Degree from Clinical Psychology
North Lake College
No Degree from Transferred