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Work experience

Border Patrol Agent

  • Assisted in a 24-hr Emergency 911 operations center, dealing with DECS, NCIC, IAFIS and EPICOperational systems.
  • Responsible for Apprehension and Detection of Illegal immigrants and Narcotics into the United States.
  • Quickly and effectively assist, FBI, DEA, ATF, and local departments with operations and apprehension in their anti-terrorist units, while utilizing CCTV software and equipment in the process of apprehensions
  • Proficient with a 12 gauge shot gun
  • Proficient with M-4 assault rifle and Berretta 40 caliber hand gun
  • Experience with Flair, night vision equipment and mobile station monitoring units.
  • Full knowledge of all Immigration and Naturalization documents
    • NTA Notice to appear form I-862
    • I-110
    • I-112
    • I-210
    • I-229
    • I-871
    • I-826

Assistant Operations Manager

Home Protection Center

Manage a group of 20 field technicians

Utilize Outlook on and Exchange server for emailing.

Quickly and effectively solve customers’ challenges while maintaining a high level of integrity and composure.

Develop procedures, maintaining reports for management, time sheets, vacations and time away request.

Train technicians on operation applications with in mas-web and micro-key applications

Customer Telephone Training (trouble shooting, issues, concerns and upgrades.)

Responsible for download request on all company panels.

Maintain and update daily reports from central station regarding customer incidents.

Responsible for overseeing 20 plus field technicians.

Responsible for field technician’s truck inventory and weekly inspections of vehicles.

Responsible for all company inventory of equipment.

Responsible for tech install inspection of the home first on pre-wire of the system and final installation of the system.

Schedule training for additional up keeping of alarm license.

Proficient with Napco systems

Moose systems

Jan 2005Present

Technical Trainer

  • Receive Troubleshooting Calls from Residential and Commercial Customers in a bilingual setting (English / Spanish)
  • Utilize Outlook on and Exchange server for emailing.
  • Train over 50 CTS Representative and other department personnel on Analyzing, Diagnosing, And programming alarm systems for customers
  • Recommend System Upgrades and Warranty Programs
  • Answer General Account Questions
  • Instruct with training customer on a variety of programming options while maintaininghigh efficiency levels
  • Handle phone calls assisting customers with any technical issue that they have with their alarm system.
  • Proficient with the following alarm panels.
  • Ademco Lynx panels, Lynx R-1, R-2, Commander 3000, Lynx 5000. 
  • Ademco Vista 15 PMT and 20. Knowledge of all graphic keypads and all of their components.
  • Simon Panels Version 1 thru 3 Also the Simon XT Version 1 and2 and all of its components.
  • DSC Panels, 1550, 1555, 832, 1616 and 9047 and all of its components.
  • 2 Gig panel and all ofits components.
  • Proficient with all Z-wave devices, lamp modules, thermostats, doorlocks.
  • Proficient with Telguard, and Alarmnet programs.
  • Proficient with DICE and MAS applications thru Citirix.
  • Proficient with TG-1 and TG-4 cell units.
  • Proficient with all GSM Cell units.
  • Concord 4 and Express panels.
  • Napco systems and Caddx NX-4 thru NX-8.
  • Proficient with Cameras and also Total Connect Cameras.
  • Trained department personal with the concept of C.A.R.E (Connect, Assess, Resolve and Educate)
  • Provided Blogs referencing training tips and reminders.
  • Created power point presentations on new material for training and company training.
  • Responsible for updating MOODLE information for the department regarding any and all department policies and procedures.
  • Able to manage weekly schedule changes for a department of 50 or more employees thru schedule management.
  • Ability to manage payroll balancing for a department of 50 or more employees.
  • Ability to conduct yearly reviews for a department of 50 or more employees.
  • Ability to enforce and discipline department guidelines accordingly to department policies and procedures.
  • Conduct Webinars for various departments.
  • Manage CBT (computer base training) curriculums.
  • Responsible for floor management of 50 employees or more thru Avaya management.
  • Conduct technical cross training to other departments within the company.
  • Mentor and coach new hire and provide 30, 60 and 90 day reviews.
  • Created training videos to post on company website for technical know-how.
  • Work closely with QA with the use of CXM for call calibration.
  • Knowledge of Wireless and Hardwired contacts. Recessed or surface mounted.



Safari and all other apple applications
AS400/ RPG Programming
Microsoft office
Word, Excel, PowerPoint, Outlook


Crystal Sizemore

Jay Sanford

Maryann Young

Corey Daniels



4 Years Experience in Training and Development

  • Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or senior tech support agents.
  • Create technical documentation and policies and procedures. 
  • Offer specific training programs to help personnel maintain or improve job skills.
    • New hire Customer Tech support training
    • New hire Dealer Tech support training
    • Camera and interactive services
    • Total Connect 1.0 and 2.0 Interactive Training
    • New panel Training for current technical employees
    • Basic Alarm concepts for various departments (Central Station, Customer Service)
    • Spanish Soft Skills Training
  • Monitor, evaluate, or record training activities or program effectiveness.
  • Develop alternative training methods if expected improvements are not seen.
  • Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
  • Present information using a variety of instructional techniques or formats, such as role-playing, simulations, team exercises, group discussions, videos, or lectures.
  • Evaluate training materials prepared by instructors in training, such as outlines, text, or handouts.
  • Design, plan, organize and direct orientation and training for new employees and current employees.
  • Monitor training costs to ensure budget is not exceeded, and prepare budget reports to justify expenditures.
  • Partner with instructional designers to identify training needs, strategies and classroom time management while implementing new training material.

9 Years Management Experience

  • Supervisory Technical Professional, with demonstrated strengths that include assessing organizational needs, setting strategic direction, and implementing initiatives that enhance corporate performance, at an expanding company.
  • Expertise includes: Staffing, Employee Relations, Succession Planning, Consulting, Problem Solving, Strategic Thinking, Management/Employee Development, Performance Coaching, Conflict Resolution, Team Building, Instructing - Workshop Facilitation. 
  • Trained in EEO Law (Equal Employment Opportunity (EEO) Laws.
  • A strong team builder and leader that enjoys the challenge of acquisitions and integrations, organizational restructuring and turnaround, product development or expansion, and taking projects from concept through to completion.
  • Hands-on, Technically oriented manager with strong capabilities in forming and implementing innovative and creative strategies, and dedicated to the principle of continuous improvement.
  • Track record of superior performance through above-quota results
  • Produce results in fast paced environments by adapting and implementing new strategies
  • Team oriented leader who motivates members to exceed expectations.