Summary
Overview
Work History
Education
Skills
Timeline
Generic

HENRY TUGUME

Aurora

Summary

I am seeking a challenging position that allows me to leverage my professional knowledge, skills, and extensive experience while contributing meaningfully to organizational growth. I aim to further develop my expertise, foster innovation, and broaden my abilities in a dynamic environment that values dedication, teamwork, and continuous learning. My goal is to play a key role in driving efficiency, enhancing performance, and achieving measurable results while upholding the highest standards of professionalism. I am committed to adapting to evolving industry trends, embracing new technologies, and continuously improving both personally and professionally to deliver long-term value to the organization.

Overview

11
11
years of professional experience

Work History

Security & Patrol Officer – Unarmed

Advantage Security, Inc
02.2025 - Current
  • Conduct scheduled and random interior/exterior patrols to identify security threats, vandalism, trespassing, and hazards.
  • Monitor live security systems including CCTV, alarms, and motion detectors to proactively detect suspicious activities.
  • Report and document hazards, security breaches, and suspicious activities with accuracy for supervisory review and records.
  • Enforce strict access control, verify IDs, log visitors and vehicles, and secure all entry points.
  • Respond promptly to alarms, fires, medical emergencies, and security breaches; coordinate with police, fire, and EMS.
  • Maintain visible deterrence to prevent unlawful activity and ensure compliance with safety protocols.
  • Test and maintain security systems regularly; address minor issues immediately and report larger repairs.
  • Manage crowd control during events, ensuring order, safe movement, and swift intervention if disturbances occur.
  • Provide professional customer service, guiding staff and visitors with directions and escorts as needed.
  • Apply crisis de-escalation techniques to resolve conflicts, prioritizing safety for all parties.
  • Inspect security measures including entrances, exits, locks, gates, and vulnerable areas.
  • Escort employees, visitors, and vendors safely during after-hours or emergencies.
  • Uphold professional standards through punctuality, uniform compliance, and reliability.
  • Evaluate risks proactively, monitor security trends, and implement preventive safety measures.

Regional Support Specialist (RSS) / Operations Support Coordinator (OSC)

ADT Security, Inc
06.2020 - Current
  • Manage technician scheduling and dispatch, optimize workforce efficiency, and handle emergency service restores.
  • Deliver IT troubleshooting and technical resolutions for ADT-installed hardware, video, alarm, network, OS, and mobile devices.
  • Respond to customer inquiries via phone, email, and systems; provide technical support and training.
  • Maintain documentation and customer record updates; ensure compliance with policies and industry standards.
  • Perform diagnostics and apply cost-effective solutions to reduce downtime and extend equipment life.
  • Prioritize helpdesk tickets (Tier 1 & 2), diagnose issues, escalate complex problems, maintain high resolution rates.
  • Reprioritize jobs dynamically; communicate schedule changes and emergency adjustments proactively to customers.
  • Allocate resources based on technician skills, certifications, and availability, manage escalations efficiently.
  • Coordinate cross-functional communications to streamline workflows among technicians, supervisors, and customers.
  • Provide technical training, mentorship, and emergency on-site support to improve technician troubleshooting capabilities.
  • Support operational reporting by tracking technician arrivals and service delivery accuracy.
  • Configure and support ADT systems, perform security audits, and assist customers with system health and preventive actions.
  • Collaborate with management on service improvement strategies and scheduling tool enhancements.
  • Drive continuous improvement in field operations and customer satisfaction through trend analysis and process refinement.

Special Operations Surveillance Specialist, Security Operations Command Centers (SOCC)

ADT Security, Inc
06.2017 - 06.2020
  • Operated centralized CCTV systems, monitoring multi-site camera feeds for suspicious activities and operational anomalies.
  • Used AI alerts and analytics tools to detect and escalate security incidents per SOC protocols.
  • Conducted system health checks, trouble-shot camera and sensor malfunctions, and coordinated repairs.
  • Managed video footage export, cataloging, archiving with compliance to chain-of-custody standards.
  • Integrated access control, alarm monitoring, and emergency workflows to facilitate automated response actions.
  • Maintained detailed logs, incident reports, and KPI summaries for compliance and law enforcement use.
  • Supported incident reviews, tabletop exercises, security audits, and recommended preventive measures based on trends.
  • Collaborated with on-site teams and emergency responders for situational awareness and rapid escalation.
  • Provided monitoring support during high-risk and VIP events and trained new SOC operators in monitoring best practices.

Part-Time Unarmed Security Guard

Guardian Security Services Inc
06.2015 - 12.2017
  • Monitored premises to identify threats, enforced access control, responded to alarms, and maintained visitor assistance.
  • Conducted inspections, applied de-escalation, escorted individuals, managed crowd control, and ensured safety compliance.
  • Core Skills: Security patrols, CCTV monitoring, crowd management, customer service, emergency response.

Technical & Customer Support Specialist, Field Support Centre

ADT Security, Inc
01.2015 - 06.2017
  • Handled customer dispute resolution and billing inquiries; coordinated with finance and technical teams for payment and service issues.
  • Improved operational efficiency through quality control and continuous improvement initiatives.
  • Provided specialized support with alarm panel programming, field service coordination, and billing reconciliation.
  • Managed Tier 1–3 technical and billing support tickets, data programming, and false alarm research projects.
  • Trained customers on billing statements and payment clarification to encourage timely payments.
  • Maintained security databases (INFORMIX, MasterMind), verified vendor work compliance, and supported collections.
  • Core Skills: Customer dispute management, billing resolution, database management, alarm system programming, technical support (Zendesk, ServiceNow), collections, financial reporting.

Education

Bachelor’s degree - Commerce (Accounting and Auditing)

Makerere University
01.2005

Skills

  • Microsoft Office (Word, Excel, Access, PowerPoint, Outlook, OneNote)
  • Statistical and Analytical Software (Analytica, SPSS, Stata, SigmaXL)
  • MasterMind Integrated Platforms (Security monitoring, billing, collections, sales, mobile/web solutions)
  • Databases & Billing Systems (INFORMIX, NICAD, PayTec)
  • Cybersecurity Tools (SonicWall firewalls, Fortinet FortiGate)
  • Help Desk Systems (Remedy ITSM, Zendesk, Agiloft)
  • CRM/ERP (Salesforce Service Cloud, Microsoft Dynamics 365, QuickBooks, NetSuite)
  • Communication Equipment (Two-way Radios, AVAYA Telephony, Citrix Remote Access)
  • Security Systems (Genetec, LenelS2, HID, Brivo)
  • Scheduling/Workforce Management (ServiceNow, Oracle Field Service, 3PS, JST Scheduling)
  • Reporting & Analytics (Power BI, Tableau, Splunk)
  • Compliance Frameworks (ISO 27001, NIST, ITIL v4, SOC 2, PCI-DSS, HIPAA)

Timeline

Security & Patrol Officer – Unarmed

Advantage Security, Inc
02.2025 - Current

Regional Support Specialist (RSS) / Operations Support Coordinator (OSC)

ADT Security, Inc
06.2020 - Current

Special Operations Surveillance Specialist, Security Operations Command Centers (SOCC)

ADT Security, Inc
06.2017 - 06.2020

Part-Time Unarmed Security Guard

Guardian Security Services Inc
06.2015 - 12.2017

Technical & Customer Support Specialist, Field Support Centre

ADT Security, Inc
01.2015 - 06.2017

Bachelor’s degree - Commerce (Accounting and Auditing)

Makerere University

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