Harman Sandhu
Surrey,BC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Command Center Operator
BC Hydro
Burnaby, British Columbia
01.2023 - Current
- Monitored and responded to system alarms, notifications, and alerts using the command center software.
- Provided timely and accurate information on incidents or outages to the client and the Corporate Security Compliance team.
- Participated in cross-functional meetings regarding process improvements, best practices, and training initiatives.
- Coordinated communications between different teams during major outages or service disruptions.
- Reviewed emergency action messages, extracted relevant information from emergency orders and sent instructions to guide forces.
- Used telecommunications systems, two-way radios and intercom system to communicate with teams.
- Performed troubleshooting to determine issues with communications systems and maintain readiness.
- Assessed situations and alerted staff to initiate emergency action.
- Ensured that all events in the command center were properly documented and recorded.
- Managed escalation processes for high priority incidents and ensured timely communication of updates to stakeholders.
- Collaborated with other teams to ensure that any changes made did not impact existing services or operations.
- Assisted in supporting new procedures for monitoring applications and infrastructure components within the command center environment.
Office Manager
Headmasters
01.2021 - 11.2022
- Handled clerical work, fielded customer inquiries, and resolved equipment issues without assistance to keep burden off senior management
- Supervised and coordinated work of entire company office team
- Directed department productivity and organized and managed equipment procurement, plans, and operations
- Managed master office calendar covering appointments, meetings, and travel
- Implemented and monitored customer service standards for consistent interactions with guests
- Supervised front-end associates in fast-paced and demanding environment
- Administered office budget without overage using proven cost control and prioritization skills
- Trained new employees in office practices and procedures
- Aided in compliance management and regularly checked documentation, records, and employee work
- Tracked labor, sales, and inventory and managed operations to maximize returns
- Oversaw day-to-day operations and special projects in fast-paced work environments
- Communicated policy updates to department, answered questions, and monitored compliance
- Developed marketing campaigns for upcoming events using social media platforms
Security Dispatcher
Guardteck
09.2020 - 06.2021
- Company Overview: Directly operated with commercial real estate client (Shape Properties corporation)
- Performed on officer manager duties after hours
- Managed and trained a team of 5-7 security officers
- Provided back-up, support, and on-call function to the team and the client
- Investigated alarms and responded by sending security patrol, or alerting fire services or police
- Notified and coordinated corporate response by distribution of advisories (SOP) and other communications
- Followed procedures for managing variety of incidents, from minor incidents to emergency situations
- Conducted ongoing review of multiple systems and sources to detect potential risks
- Monitored travel safety and security of company's employees
- Employed language interpretation services to assist callers with language barriers
- Utilized reference resources to determine nature and priority of emergency incidents
- Tracked alarm registers and updated database with reported false alarms
- Documented incident details to establish urgency, categorize incident type, and obtain proper help for caller
- Retrieved information about warrants, BOLOs, and reported thefts to support first responders in field
- Helped law enforcement in the field complete special tasks such as issuing BOLOs for suspects and their vehicles
- Determined the appropriate response for the situation and dispatched the local fire, ambulance or police service
- Reviewed and managed incident reports and record and audits
- Directly operated with commercial real estate client (Shape Properties corporation)
Head office Operator
Securiguard
Vancouver, Canada
06.2020 - 08.2020
- Monitor security access system at the Communication Center and respond to priority alarms
- Monitor environmental system at the Communication Center and provide notification to Facilities staff via radio of all alarms
- Monitor fire system at the Communication Center and provide notification to Emergency Services staff via radio
- Coordination of emergency response, monitor response where possible via radio, CCTV or other means and other supplemental responders as directed or perceived to be necessary
- Document all emergency response activities via Emergency Check sheets and incident report
- Assist in the maintenance of all site emergency and non-emergency phone numbers, emergency contact lists and emergency access lists
- Carry out various administrative duties to ensure efficiency and effectiveness throughout the department for auditing purposes
- Maintain databases as required
- Perform a system/equipment check to ensure that all equipment is operating correctly
- Review the Emergency Procedures Brief incoming shift security guards on any outstanding or ongoing items prior to handover
- During plant/department evacuation, complete head count/sweep confirmation
Security Dispatcher
Paladin Security
03.2019 - 06.2020
- Company Overview: Directly operated with commercial real estate client (Cadillac Fairview Corporation Ltd)
- Dispatched a team of 6-8 security officers and acting supervisor when required
- Monitored and trained officers and gathered reports on individual and team performance metrics
- Required knowledge of the site premises to direct the site team for an incident
- Communicate as per the SOP during normal conditions and emergency conditions
- Multitasking such as intercom regulated (locked) doors along with major projects in hand
- Coordinate all communications throughout all normal activities as well as all emergency incidents, and utilize more resources on a day to day basis
- Quality program implementation: Provides data, reporting and analysis to support the quality program, provides continuous process improvement
- Assists department management staff with special projects, communications and procedure development as assigned
- Creating and directing guards with incident reports
- Experience in handling access control (ACC) tasks with control center (SCC) duties
- Controlling Lenel alarm monitoring, CCTV monitoring, phone lines (including emergency) with professional customer service
- Directly operated with commercial real estate client (Cadillac Fairview Corporation Ltd)
Security Guard
Paladin Security
Vancouver, Canada
03.2018 - 03.2019
- Company Overview: Experience with Highly trained standards of Cadillac Fairview (Client)
- Scheduled patrolling on the property including office towers and the mall
- Dealing with aggressive homeless or mentally challenged on everyday basis
- To conduct investigations regarding suspicious activities, fraud/mischief
- Investigation of any property damage and liability/ slip and falls
- Providing access control (client/public)
- Issuing hot work-permits
- Providing banning notices to criminals with Vancouver police Department
- Emergency response to Fire, Medical, Protest, Blackout, Bomb threats or Earthquakes
- Working with emergency response service teams
- Safety of the tenants and patrons
- Lost and found services
- Monthly Fire alarm tests or drills
- Coordinates with field and control center team
- Experience with Highly trained standards of Cadillac Fairview (Client)
Security Dispatcher
Securiworld
Vancouver, Canada
10.2017 - 01.2018
- Assistance in signing new contracts with the company
- Scheduling experience
- Training guards with professional deportment
- Emergency call response
- Creating charts for company stats
Photo Technician
Walmart
12.2016 - 08.2017
- Customer Service
- Inventory management
- Stocking management
- Photo lab maintenance
Event Decorator and Manager
DECORATIONS
01.2015 - 09.2016
- Event decorations and task management
- Conceptualizing theme ideas
- Planning budgets
- Creating inter-personal and inter-cultural connections
- Making appointments and logistics
- Account management
- Post event reports
Education
Bachelor's Degree - Psychology
Douglas College
BC01.2018
Skills
- Team supervision
- Customer service
- Administrative oversight
- Microsoft Office
- Monitor
- Emergency Services
- Employee supervision
- Conflict management
- Human resources
- Operations Management
- Data Entry
- Compliance Monitoring
- Report Writing
Hobbies and Interests
- National Volleyball Player
- Abstract Painting
Languages
English
Full Professional
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
Timeline
Command Center Operator
BC Hydro
01.2023 - Current
Office Manager
Headmasters
01.2021 - 11.2022
Security Dispatcher
Guardteck
09.2020 - 06.2021
Head office Operator
Securiguard
06.2020 - 08.2020
Security Dispatcher
Paladin Security
03.2019 - 06.2020
Security Guard
Paladin Security
03.2018 - 03.2019
Security Dispatcher
Securiworld
10.2017 - 01.2018
Photo Technician
Walmart
12.2016 - 08.2017
Event Decorator and Manager
DECORATIONS
01.2015 - 09.2016
Bachelor's Degree - Psychology
Douglas College
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