Lawrence Edward Walker

• Ensure 24/7 Security Officers are following Security Department and company policies and procedures

as outlined by the Security Manager and the Director of Guest Services & Security.

• Held 24/7 Security Officers accountable for policy and procedure violations and performance

expectations.

• Administer disciplinary action to 24/7 Security Officers when necessary.

• Reviewed and created detailed reports of all incidents and accidents occurring on company property to

ensure thorough documentation and response.

• Conducted weekly audits of Security Department documentation to maintain compliance and operational integrity.

• Conduct daily inspections of all Security Department equipment.

• Create and submit weekly summaries of 24/7 security operations.

• Conduct routine patrols of the interior/exterior property for potential safety or security concerns.

• Monitor and secure the premises during load-in/load-out for concerts, sporting events, etc.

• Conduct regular inspections/audits to ensure all standards are being met.

• Interact with the public, venue management, and fellow employees in a professional manner.

• De-escalate and resolve incidents with any person in violation of venue or corporate policies.

• Executed diverse tasks as directed by the Security Manager and Director of Guest Services & Security to ensure smooth operations.

• Diagnose and resolve issues with computers, operating systems, mobile devices, printers, and enterprise software.
• Assisted customers with various types of technical issues via email, live chat, and telephone.
• Monitor, prioritize, and respond to incoming technical requests using internal tracking software (Zendesk).
• Manage user accounts, including password resets, permission adjustments, and unlocking profiles.
• Install, configure, and deploy new workstations, peripherals, and software applications.
• Guide users through step-by-step solutions or use remote-control software to fix problems directly on the user's machine.
• Maintain detailed logs of customer interactions and solutions. Escalate advanced network or security issues to Tier 2/3 technicians.

• Led customer service team in addressing client inquiries and concerns.
• Resolved escalated customer issues with empathy and effective communication.
• Monitored interactions via call recording and live chat to ensure adherence to company standards and enhance customer satisfaction.
• Set and track Key Performance Indicators (KPIs) like average handle time, response rate, and first-contact resolution. Compile reports for department managers.
• Trained new representatives on company policies and customer interaction techniques.
• Developed training materials to enhance team knowledge and skills.
• Collaborated with management to streamline customer service processes and improve overall service quality.