Suzanne Helfman
Las Vegas,Nevada
Summary
Experienced SOC Operator with expertise in emergency management and operations. Skilled in threat mitigation, incident response, and critical communication to ensure safety and operational resilience. Dedicated to delivering results under pressure and maintaining security excellence.
Overview
10
10
years of professional experience
Work History
SOC Operator
The Summit Club
Las Vegas, NV
02.2024 - Current
- Respond to routine and emergency calls, ensuring prompt and effective resolution.
- Monitor alarms, surveillance equipment, and property access to maintain security, and prevent unauthorized use of facilities.
- Maintain detailed records of communications, incidents, and events, escalating critical issues to supervisory personnel as necessary.
- Dispatch security personnel, and coordinate with internal and external partners during emergencies and routine operations.
- Deliver a 'luxury concierge-style' security approach to enhance the experience of members, guests, and employees.
- Deterred criminal activity, vandalism, and general misconduct by providing expert and highly visible security presence at facilities.
Campus Operations Manager
Chamberlain University
Las Vegas, NV
09.2022 - 02.2024
- Incident Commander: Emergency Incident Response, Control, and Management.
- Coordinated emergency response activities, created compliance reports, and post-incident reviews.
- Organized and facilitated staff meetings to discuss operational issues or changes in policy and procedures.
- Negotiated contracts with vendors providing goods or services related to campus operations activities.
- Developed and implemented campus operations policies and procedures to ensure compliance with company standards.
- Conducted regular inspections of the campus buildings to identify any safety hazards or deficiencies in infrastructure.
Emergency Dispatcher
Southwest Gas
Las Vegas, NV
10.2016 - 04.2022
- Led emergency incident response and incident management.
- Supervised fieldwork for service technicians and construction crews.
- Achieved and maintained a three-minute response time average, surpassing company standards.
- Developed and trained field personnel and dispatchers.
- Created and improved process flows for the field personnel and dispatch, supporting better response times.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Advised personnel about accidents, weather conditions or other hazards.
- Coordinated resources between responding agencies during multi-agency incidents.
- Maintained accurate records of all incoming calls, including time received, caller's name and address, type of incident reported, response units dispatched and other pertinent information.
Training-OQ Analyst
Pride Staff (Southwest Gas)
Las Vegas, NV
09.2014 - 10.2016
- LMS Subject Matter Expert in Learning Management Systems (LMS) for federal compliance.
- Coordinated, created, and taught Operator Qualification and Emergency Responder Field (EMRF) training.
- Generated reports for compliance audits, and supported training development.
- Analyzed key performance indicators to identify effective strategies.
- Identified opportunities for process improvements across the organization.
- Assessed company operations for compliance with safety standards.
Education
Bachelor of science - Psychology
University of Phoenix
06-2015
Skills
- Effective Time Management
- Proficient in Organization
- Detail-oriented
- Effective Listening Skills
- Strong Verbal Skills
- Clear Communication Practices
- Effective Reasoning Skills
- Responsive to Change
Timeline
SOC Operator
The Summit Club
02.2024 - Current
Campus Operations Manager
Chamberlain University
09.2022 - 02.2024
Emergency Dispatcher
Southwest Gas
10.2016 - 04.2022
Training-OQ Analyst
Pride Staff (Southwest Gas)
09.2014 - 10.2016
Bachelor of science - Psychology
University of Phoenix
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