JOSE F. SOTO

• Provide operational support for 300+ employees across multiple locations (Los Angeles & Las Vegas).
• Administer schedules, attendance, and coverage, resolving conflicts and issues in real time.
• Act as a primary point of contact for end-user support, issue escalation, and procedural guidance.
• Train new employees , ensuring compliance with policies and procedures.
• Document incidents, performance issues, and corrective actions with accuracy and consistency.
• Create and maintain standard operating procedures (SOPs) per site.
• Communicate directly with clients and stakeholders, resolving operational issues efficiently.

Transferable IT skills: user support, troubleshooting, documentation, access coordination, multi-site operations

• Exercised critical decision-making under pressure while following strict policies and procedures.
• Responded to incidents, suspicious activity, and emergency situations requiring rapid assessment .
• Documented detailed reports accurately for internal systems and legal records.
• Applied de-escalation techniques to resolve conflicts safely.
• Provided first aid and CPR , demonstrating calm, structured response in emergencies.

Transferable IT skills: incident response, documentation, policy compliance, high stress troubleshooting

• Managed 35+ employees across security, clean team, and outreach operations.
• Created and maintained schedules , attendance tracking, and workforce coverage.
• Maintained confidential records , logs, and reports using Kronos and Excel.
• Compiled, analyzed, and interpreted operational data to improve processes.
• Interviewed, hired, trained, and onboarded employees.
• Documented i ncident reports, property conditions, and procedural issues.
• Identified operational inefficiencies and recommended process improvements.

Transferable IT skills: systems documentation, data handling, process improvement, user onboarding

• Led daily operations in a fast paced customer-service environment .
• Trained new staff and ensured operational consistency .
• Balanced multiple roles requiring adaptability , teamwork, and accountability.