Service Desk Technician

• Apr 2023 - Present

• Provided technical assistance using telephone, email, and remote access tools. • Utilized the N-Central platform for meticulous client onboarding and rigorous device monitoring, ensuring seamless integration and optimal performance. • Employed N-Central's Take Control feature to establish remote connections, enabling efficient troubleshooting and comprehensive issue resolution. • Managed configuration, deployment, and updates of computer systems and software applications. • Executed regular maintenance tasks to sustain and enhance system efficiency. • Utilized Salesforce for streamlined reception, communication, and management of client interactions, including proactive escalation when needed. • Collaborated closely with team members to diagnose challenges and elevate service quality. • Engaged Microsoft Partner Center to optimize operations by consolidating customer Admin Centers, facilitating cohesive oversight and resource management. • Efficiently oversaw clients by managing accounts, licenses, security settings, and collaboration tools. This included Microsoft 365 license allocation, mailbox management, and Teams integration for effective support. Show less

Security Team Manager - Microsoft

• Jun 2022 - Nov 2022

• Assisted with software and on-site security device troubleshooting and creating Incident Management(IcM) tickets.• Created and maintained knowledge base documents to assist with future training and troubleshooting.• Lead and developed numerous training initiatives and created tailored performance improvementplans for both Supervisory and Front-Line Officers.• Identified vulnerabilities in the physical security of the company and developed solutions to improve itthrough support and training.• Created and implemented Coaching and Counselling forms, as well as a Record of Consistent Violationform.• Ensured that site health and key performance indicator targets were met or surpassed; collaboratedwith the CSM to improve the effectiveness and performance of the security team.• Performed regular reviews of staff access and security permissions.• Reviewed and assessed the quality of information submitted by the Supervisory team and advised anddiscussed any issues identified with the upper management team.• Created digitized forms and tracking sheets such as Sustainment Training, PEP Drills, QAQC, etc. toimplement a tracking system for LMS course completion for all regional sites.• Lead a security team in the protection of a high-profile client’s technology.• Directly communicated with the local branch and other stakeholders and acted as a liaison duringrecruiting, interviewing, hiring processes, as well as monitoring personnel on-boarding, training, andother developments.• Developed long- and short-term schedules for security teams.• Prepared and ensured sites are compliant as per the Security Operation Procedures and are ready forthe Rhythm of Business compliance audit. Show less

Shift Security Supervisor - Microsoft

• Nov 2019 - May 2022

• Manage various critical security systems to ensure the required security precautions andmeasurements are met. (e.g., Access Control, CCTV, Critical Event management, and Special activityreport)• Developed long- and short-term schedules for security teams.• Partnered with the site, local and US branch operation team to ensure the team is trained and the siteis prepared and functioning in accordance with Security Operation Procedures in place.• Successfully assisted Toronto location sites with respect to Security Operational Procedures, technicalapplication support and troubleshooting for Data Center Access Tool (DCAT) and LENEL.• Worked with the Operations Manager to mentor employees, conducted performance evaluations,counseled; worked to facilitate individual and team development that increased positive results. Show less

Director of Security - Northam Realty Advisors

• Jun 2019 - Nov 2019

• Functioned as a supervisor of Security Officers, Lead Officers, and other company personnel assigned to one or more posts at client site(s); act to ensure that all post orders are followed, that established rounds are completed, and that required reports are filed; notifies proper authorities and clients in emergency situations. • Coached and disciplined personnel as appropriate; seeks advice from company management or designated representatives as appropriate; meets personally with employees and documents coaching and disciplinary actions. • Trained Security Officers and other company personnel; reviews post orders and other details of assignments with subordinates. Show less

Fusion Security Specialist - Apple

• Oct 2018 - Jun 2019

• Worked with the client, mall security and local law enforcement to reduce to number of undesired individuals from entering the property. Increased the moral, safety and the comfort level of the staff and clients conducting business. • Conducted joint operation with Toronto Police in apprehending wanted suspects with regards to sexual assault, battery, theft, public disturbance, indecent exhibition, and loitering. • Worked with the client, mall security and local law enforcement to reduce to number of undesired individuals from entering the property. Increased the moral, safety and the comfort level of the staff and clients conducting business. • Conducted joint operation with Toronto Police in apprehending wanted suspects with regards to sexual assault, battery, theft, public disturbance, indecent exhibition, and loitering.

Security Supervisor Assistant - Toronto International Film Festival (TIFF)

• Sep 2018 - Nov 2018

• Developed and maintained a positive relationship with high profile client, tenants, contractors, local law enforcement, community and groups or associations that benefit and support the organization. • Designed and prepared the security team to be audit ready and in compliance with Security Operation Procedure as well as restrict guidelines provided by the client regarding special events and scenarios. • Developed and maintained a positive relationship with high profile client, tenants, contractors, local law enforcement, community and groups or associations that benefit and support the organization. • Designed and prepared the security team to be audit ready and in compliance with Security Operation Procedure as well as restrict guidelines provided by the client regarding special events and scenarios.

Mobile Patrol Supervisor

• Apr 2015 - Apr 2016

• Assisted with start-up with new clients and projects. Met clients demands and special requests toensure quality of service and compliance with Security Operation Procedures.• Designed a cross-training program, to ensure that all security staff were trained in all positions and areexpert in the subject matter, being effective, confident and a professional.• Created and adjusted Security Operation Procedures, customized based on each site and to the client’sneeds; ensuring their relevance to the site and being up to date. Show less

Security Supervisor

• Jun 2012 - Apr 2015

• Functioned as a supervisor of Security Officers, Lead Officers, and other company personnel assigned to one or more posts at client site(s); act to ensure that all post orders are followed, that established rounds are completed, and that required reports are filed; notifies proper authorities and clients in emergency situations. • Coached and disciplined personnel as appropriate; seeks advice from company management or designated representatives as appropriate; meets personally with employees and documents coaching and disciplinary actions. • Trained Security Officers and other company personnel; reviews post orders and other details of assignments with subordinates. Show less

Security Guard

• Apr 2011 - Jun 2012