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
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
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
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
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
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
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