Ronaldy Gachelin
Jacksonville
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Global Security Surveillance Operator
Exlog Global
Jacksonville, USA
12.2023 - 01.2025
- Serve as a team member in the Global Response Center (GRC) providing 24/7 safety, security and logistics assistance to our clients worldwide
- Triage client requests as they come in via phone or email
- Provide advice to client personnel and/or initiate operational support to assist them
- Prepare case management reports for clients to document actions undertaken
- Utilize proper information to format and summarize data that inform clients of potential risk to organizational assets during critical events
- Prepare and update operational maps
- Actively monitor, collect and process 'all source' information to identify unusual, criminal, adversarial or threatening activity or conditions
- Act as an integral part of the analytic team in producing threat assessments and intelligence reports
- Assist clients with travel logistics in high threat environments
- Identify and monitor persons of interest (POI) who have shown an unusual interest in our clients
- Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
311 Customer Service Agent
The City of New York
New York, USA
05.2021 - 12.2023
- Answer about 50 - 150 inbound calls from the people of New York
- Take inbound calls and file complaints anything from missed garbage pick up, People making too much noise, Popping of fireworks, Parking complaints
- Took inbound calls for elderly people who needed help scheduling food delivery and or free food service
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Provided access to New York City government services through eight platforms: Call Center, Social Media, Mobile App, Text, Video Relay Service and TTY/text telephone
- Provide the public with quick, easy access to all New York City government services and information while maintaining the highest possible level of customer service
- Help city agencies improve their service delivery by providing accurate and consistent data tracking and analysis of all service requests
Video Analytics Specialist
SIG Security Systems Inc
Fort Lauderdale, USA
03.2015 - 12.2020
- Reported incidents to security personnel for further action.
- Monitored activities captured on cameras to inform authorities of suspicious activities.
- Provided support during investigations by retrieving footage as needed.
- Operated and maintained surveillance equipment.
- Conducted regular checks on camera functionality and positioning.
- Collaborated with team members to ensure comprehensive coverage of premises.
- Monitored surveillance footage to identify suspicious activities.
- Responded to alarms and alerts in timely manner.
- Supplied extracts from CCTV recordings to maintain records.
- Supported effective decision-making during critical incidents by providing real-time information from CCTV monitoring operations.
Controller/ Security officer
American Museum of Natural History
New York, NY
11.2011 - 02.2015
- Managed access control systems, ensuring only authorized personnel were granted entry to restricted areas.
- Managed all aspects of physical security, including access control, CCTV monitoring, and regular inspections of perimeter fencing and lighting systems.
- Maintained accurate records of incidents, providing detailed reports for management review and analysis.
- Developed strong relationships with local law enforcement agencies, enhancing collaboration on security-related matters.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Coordinated emergency response drills involving multiple departments; ensured all staff had a clear understanding of roles during crisis situations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Examined doors, windows and gates to verify security.
Dispatch Security Officer
Kingsborough Community College, Cuny
Brooklyn, NY
02.2009 - 11.2011
- Monitored multiple surveillance systems simultaneously, allowing for prompt identification and resolution of potential threats.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Examined doors, windows and gates to verify security.
Education
Physical Therapy -
Borough Of Manhattan College
New York, NY01.2010
Physical Therapy -
Mohawk Valley Community College
Utica, NY01.2007
High School -
South Shore High School
Brooklyn, NY01.2004
Skills
- Patience and concentration
- Integrity and trustworthiness
- Detection software monitoring
- Customer assistance
- CCTV operation
- Incident reporting
- Problem-solving
- Multitasking Abilities
- Proficient in [software]
Awards
- Employee of the Month
- Leadership Award
- Aced Attendance
- Manager of the Year
Timeline
Global Security Surveillance Operator
Exlog Global
12.2023 - 01.2025
311 Customer Service Agent
The City of New York
05.2021 - 12.2023
Video Analytics Specialist
SIG Security Systems Inc
03.2015 - 12.2020
Controller/ Security officer
American Museum of Natural History
11.2011 - 02.2015
Dispatch Security Officer
Kingsborough Community College, Cuny
02.2009 - 11.2011
Physical Therapy -
Mohawk Valley Community College
High School -
South Shore High School
Physical Therapy -
Borough Of Manhattan College