LAWRENCE EDWARD WALKER
San Diego,CA
Summary
Detail-oriented professional with extensive experience in troubleshooting and problem-solving within security and IT environments. Strong communication skills and a commitment to maintaining safety and compliance. Ready to enhance operational efficiency and security standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Security Supervisor
Allied Universal Security Services
San Diego
11.2023 - Current
- Ensure 24/7 Security Officers are following Security Department and company policies and procedures as outlined by the Security Manager and the Director of Guest Services & Security.
- Held 24/7 Security Officers accountable for policy and procedure violations and performance expectations.
- Administer disciplinary action to 24/7 Security Officers when necessary.
- Reviewed and created detailed reports of all incidents and accidents occurring on company property to ensure thorough documentation and response.
- Conducted weekly audits of Security Department documentation to maintain compliance and operational integrity.
- Conduct routine patrols of the interior/exterior property for potential safety or security concerns.
- Monitor and secure the premises during load-in/load-out for concerts, sporting events, etc.
- Interact with the public, venue management, and fellow employees in a professional manner.
- De-escalate and resolve incidents with any person in violation of venue or corporate policies.
- Executed diverse tasks as directed by the Security Manager and Director of Guest Services & Security to ensure smooth operations.
IT Technician
MMC Group California EDD
Remote, CA
01.2022 - 10.2023
- Diagnose and resolve issues with computers, operating systems, mobile devices, printers, and enterprise software.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Monitor, prioritize, and respond to incoming technical requests using internal tracking software (Zendesk).
- Manage user accounts, including password resets, permission adjustments, and unlocking profiles.
- Install, configure, and deploy new workstations, peripherals, and software applications.
- Guide users through step-by-step solutions or use remote-control software to fix problems directly on the user's machine.
- Maintain detailed logs of customer interactions and solutions.
- Escalate advanced network or security issues to Tier 2/3 technicians.
Customer Service Team Lead
Idea Health & Fitness
Remote, CA
11.2020 - 12.2021
- Led customer service team in addressing client inquiries and concerns.
- Resolved escalated customer issues with empathy and effective communication.
- Monitored interactions via call recording and live chat to ensure adherence to company standards and identify trends for enhancing customer satisfaction.
- Set and track Key Performance Indicators (KPIs) like average handle time, response rate, and first-contact resolution.
- Collaborated with management to streamline customer service processes, leading to improved service quality and faster resolution times.
- Trained new representatives on company policies and customer interaction techniques.
- Developed training materials to enhance team knowledge and skills.
- Compile reports for department managers.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT08-2028
High School Diploma -
James Madison High School
San Diego, CASkills
- User & Access Management (Active Directory, Entra ID)
- Troubleshooting & Problem Solving (Network, Software, Hardware)
- Network Fundamentals
- Windows (10/11), M365, macOS, Linux
- Ticketing System (Zendesk, ServiceNow)
- Hardware & Software Support
- Technical documentation
- Attention to detail
- Patience, Communication, & Transparency
- Phone Management
Certification
- CompTIA Security+, pursuing
Timeline
Security Supervisor
Allied Universal Security Services
11.2023 - Current
IT Technician
MMC Group California EDD
01.2022 - 10.2023
Customer Service Team Lead
Idea Health & Fitness
11.2020 - 12.2021
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
James Madison High School