Steven Fernandez
Clifton,NJ
Summary
Security professional with eight years of experience specializing in intrusion detection, fire systems, card access, CCTV, and live monitoring. Proven expertise in multitasking and crisis management, with the ability to quickly prioritize, troubleshoot, and resolve issues while maintaining strict compliance with company standards. Skilled at leading teams, delivering exceptional client service, and adapting to evolving security technologies and AI-driven tools. Adept communicator, fostering collaboration among team members and clients to achieve operational goals and ensure security integrity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Central Station Supervisor
DGA Security Systems
04.2022 - Current
- Maintained accountability within the team through diligent supervision and consistent performance evaluations.
- Organized department schedules efficiently to ensure optimal staffing levels at all times.
- Enhanced security operations by implementing efficient monitoring protocols and procedures.
- Increased team productivity by providing comprehensive training and professional development opportunities.
- Evaluated staff performance regularly to identify areas for improvement, resulting in continuous growth and development of team members.
- Ensured regulatory compliance by staying up-to-date on industry standards and updating company policies accordingly.
- Improved employee retention levels by establishing a supportive work environment that fostered teamwork and professional growth opportunities.
- Managed dispatch teams effectively, leading to seamless coordination between central station personnel and field units during emergencies.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist operators and maintain excellent customer service.
- Reported issues to upper management with great detail.
- Review reports to identify operator errors and take corrective measures.
Central Station Operator
DGA Security Systems
04.2017 - 04.2022
- Receive and process incoming calls and alarm signals for DGA fire and intrusion systems.
- Dispatch various Agencies for emergency response.
- Conduct outbound calls to clients regarding alarm activity and account status.
- Verify client identity to grant proper access to accounts and sensitive information.
- Monitor and access CCTV systems for security management.
- Secure and arm intrusion systems remotely.
- Assist clients in troubleshooting security system issues and resolving concerns.
- Generate service tickets and invoices to address customer needs.
- Verifying and updating client accounts to reflect company changes.
- Learning various software platforms to conduct daily operations (Mastermind, Jira, Sedona, Salesforce, Feenics, Keyscan, Immix, and multiple web portals)
Education
Associate of Arts - Culinary Arts & Hospitality Management
County College of Morris
Randolph Township, NJ05-2024
Skills
- Process improvement
- Resolving customer escalations
- Managing schedules
- Coaching & guiding associates
- Training associates on new procedures
- Critical thinking skills
- Excellent communication skills
- Strong interpersonal skills
- Proactive & self-motivated
- Exceptional organizational skills
- Case management
- Security protocols
- Access control
- Incident response
- Video surveillance
- Fire & environmental systems
- Intrusion systems
Certification
- TMA Central Station Operator Level I & II
- Certificate of Fitness for Operator Central Station Signaling Systems (F-40) FDNY
Timeline
Central Station Supervisor
DGA Security Systems
04.2022 - Current
Central Station Operator
DGA Security Systems
04.2017 - 04.2022
Associate of Arts - Culinary Arts & Hospitality Management
County College of Morris
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