Summary
Overview
Work history
Education
Skills
Languages
Certification
Hobbies and Interests
Training
Timeline
Generic

Alex Diaz Casique

Redhill,Surrey

Summary

Service Contracts Manager with over 8 years of extensive expertise in security management and service delivery, known for driving client satisfaction through innovative solutions and strategic risk assessments. Skilled in technical sales, service delivery, and SLA management, enhancing team skills and ensuring compliance with industry standards. Passionate about leveraging advanced process improvement techniques to achieve continuous excellence in service operations.

Overview

23
23
years of professional experience
3990
3990
years of post-secondary education
1
1
Certification

Work history

Service Contracts Manager

Ocular Integration
Nottingham
09.2023 - 07.2025
  • Team Management: Leading and managing team of security engineers and admin team to ensure safety and security of people, property, and assets.
  • Security Operations: Overseeing daily security operations, including security systems and incident response.
  • Performance Monitoring: Regularly reviewing the performance of security providers against agreed-upon Key Performance Indicators (KPIs) and Service Level Agreement (SLA).
  • Risk Management: Conducting risk assessments, identifying potential threats, and implementing preventative measures.
  • Incident Management: Responding to security incidents, investigating causes, and implementing corrective actions.
  • Compliance: Ensuring adherence to NSI regulations and policies.
  • Training and Development: Identifying training needs and providing guidance to security staff.
  • Budget Management: Managing security budget and ensuring cost-effective operations.
  • Reporting and Documentation: Preparing reports on security performance, incidents, and other relevant information.
  • Continuous Improvement: Identifying areas for improvement in security procedures and implementing changes.
  • Leadership and Management: Ability to effectively lead and motivate a team, delegate tasks, and resolve conflicts.
  • Interpersonal Skills: Strong ability to build and maintain relationships with clients.
  • Security Expertise: Understanding of security principles, practices, and technologies.
  • Site Visits: Conducting regular site visits to monitor security operations and ensure compliance.
  • Incident Management: Experience in responding to and managing security incidents.
  • Communication: Excellent written and verbal communication skills.
  • Problem-Solving: Ability to analyze complex problems and develop effective solutions.
  • Customer Service: Ability to provide excellent customer service and maintain positive relationships with clients.
  • Technical Skills: Proficiency in using security systems and technologies, including CCTV, access control and intruder systems.

Project Manager

Lazerbeam Fire & Security
Surbiton, Kingston upon Thames
01.2023 - 08.2023
  • Installation and Commissioning: Installing new equipment or systems, ensuring proper configuration and functionality.
  • Maintenance and Repairs: Conducting routine maintenance, troubleshooting, and repairing equipment to prevent downtime and ensure optimal performance.
  • Technical Support: Providing on-site or remote technical support to customers, addressing inquiries, and resolving issues.
  • Troubleshooting: Diagnosing and resolving technical problems with equipment, utilizing diagnostic tools and technical knowledge.
  • Compliance and Documentation: Ensuring compliance with safety regulations and maintaining accurate service records.
  • Customer Interaction: Interacting with customers, understanding their needs, and providing excellent customer service.
  • Problem-Solving: Ability to diagnose and troubleshoot technical issues effectively.
  • Communication Skills: Excellent verbal and written communication skills for interacting with customers and colleagues.
  • Customer Service Skills: Ability to provide excellent customer service and build rapport with clients.
  • Time Management Skills: Ability to manage time effectively and prioritize tasks.
  • Safety Awareness: Understanding of safety regulations and procedures.

Security Manager

Tri Management Ltd.
Slough
03.2017 - 12.2022
  • Team Management: Supervise, support, and coordinate security team, ensuring efficient delivery of daily security operations.
  • Incident Management: Respond to incidents, manage emergency situations, and document all relevant information.
  • Communication: Maintain clear and concise communication with team members, clients, and other relevant parties.
  • Compliance: Ensure all security operations adhere to NSI policies, procedures, and legal requirements.
  • Equipment Management: Ensure all security equipment is in good working order and properly maintained.
  • Leadership Skills: Ability to lead, motivate, and manage team effectively.
  • Communication Skills: Excellent verbal and written communication skills.
  • Problem-Solving Skills: Ability to analyze situations, identify issues, and implement solutions.
  • Technical Skills: Familiarity with security systems, CCTV, access control, Intruder systems and other relevant technologies.
  • Customer Service Skills: Ability to interact professionally with staff, visitors, and clients.
  • Attention to Detail: Ability to maintain accurate records and pay close attention to detail.
  • Conflict Resolution Skills: Ability to resolve conflicts and manage difficult situations.
  • First Aid: First Aid at work compliant

Senior Fire & Security Engineer

ACE Fire Protection
Rochford, Essex
02.2014 - 02.2017
  • Technical Expertise: Providing advanced technical support for products or systems, including troubleshooting complex issues and performing repairs.
  • Customer Support: Ensuring high levels of customer satisfaction through effective communication, timely responses, and quality service delivery.
  • Maintenance & Repair: Conducting scheduled maintenance, diagnosing faults, and completing repairs on equipment or systems.
  • Mentorship & Guidance: Training and mentoring junior engineers, sharing knowledge, and fostering collaborative team environment.
  • Process Improvement: Identifying areas for improvement in service processes, documentation, and training to enhance efficiency and quality.
  • Documentation & Reporting: Accurately documenting service activities, creating reports, and maintaining records of asset registers and service agreements.
  • Project Management: Managing projects related to service and support, including planning, scheduling, and resource allocation.
  • Compliance: Ensuring all work is performed in accordance with NSI policies, environmental regulations, and company standards.
  • Problem-Solving: Excellent analytical and problem-solving skills to diagnose and resolve complex issues.
  • Customer Service Skills: Ability to interact professionally with staff, visitors, and clients.
  • Communication: Exceptional communication and interpersonal skills for interacting with customers, colleagues, and management.
  • Leadership: Proven ability to lead, mentor, and motivate team of engineers.
  • Organization: Strong organizational skills to manage multiple tasks, projects, and deadlines effectively.

Senior Fire & Security Engineer

1666 Fire Ltd.
London, England
05.2013 - 01.2014
  • Technical Expertise: Providing advanced technical support for products or systems, including troubleshooting complex issues and performing repairs.
  • Customer Support: Ensuring high levels of customer satisfaction through effective communication, timely responses, and quality service delivery.
  • Maintenance & Repair: Conducting scheduled maintenance, diagnosing faults, and completing repairs on equipment or systems.
  • Mentorship & Guidance: Training and mentoring junior engineers, sharing knowledge, and fostering collaborative team environment.
  • Process Improvement: Identifying areas for improvement in service processes, documentation, and training to enhance efficiency and quality.
  • Documentation & Reporting: Accurately documenting service activities, creating reports, and maintaining records of asset registers and service agreements.
  • Project Management: Managing projects related to service and support, including planning, scheduling, and resource allocation.
  • Compliance: Ensuring all work is performed in accordance with NSI policies, environmental regulations, and company standards.
  • Problem-Solving: Excellent analytical and problem-solving skills to diagnose and resolve complex issues.
  • Customer Service Skills: Ability to interact professionally with staff, visitors, and clients.
  • Communication: Exceptional communication and interpersonal skills for interacting with customers, colleagues, and management.
  • Leadership: Proven ability to lead, mentor, and motivate team of engineers.
  • Organization: Strong organizational skills to manage multiple tasks, projects, and deadlines effectively.

Senior Service/Maintenance Engineer

Genesis Integrated Systems
Epping, Essex
03.2012 - 04.2013
  • Installation and Commissioning: Installing new equipment or systems, ensuring proper configuration and functionality.
  • Maintenance and Repairs: Conducting routine maintenance, troubleshooting, and repairing equipment to prevent downtime and ensure optimal performance.
  • Technical Support: Providing on-site or remote technical support to customers, addressing inquiries, and resolving issues.
  • Troubleshooting: Diagnosing and resolving technical problems with equipment, utilizing diagnostic tools and technical knowledge.
  • Compliance and Documentation: Ensuring compliance with safety regulations and maintaining accurate service records.
  • Customer Interaction: Interacting with customers, understanding their needs, and providing excellent customer service.
  • Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues effectively.
  • Communication Skills: Excellent verbal and written communication skills for interacting with customers and colleagues.
  • Customer Service Skills: Ability to provide excellent customer service and build rapport with clients.
  • Time Management Skills: Ability to manage time effectively and prioritize tasks.
  • Safety Awareness: Understanding of safety regulations and procedures.

Service/Maintenance Engineer

Niscayah Netherlands
Amsterdam, The Netherlands
11.2010 - 02.2012
  • Installation and Commissioning: Installing new equipment or systems, ensuring proper configuration and functionality.
  • Maintenance and Repairs: Conducting routine maintenance, troubleshooting, and repairing equipment to prevent downtime and ensure optimal performance.
  • Technical Support: Providing on-site or remote technical support to customers, addressing inquiries, and resolving issues.
  • Troubleshooting: Diagnosing and resolving technical problems with equipment, utilizing diagnostic tools and technical knowledge.
  • Compliance and Documentation: Ensuring compliance with safety regulations and maintaining accurate service records.
  • Customer Interaction: Interacting with customers, understanding their needs, and providing excellent customer service.
  • Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues effectively.
  • Communication Skills: Excellent verbal and written communication skills for interacting with customers and colleagues.
  • Customer Service Skills: Ability to provide excellent customer service and build rapport with clients.
  • Time Management Skills: Ability to manage time effectively and prioritize tasks.
  • Safety Awareness: Understanding of safety regulations and procedures.

Field Service Engineer

ATN Beveiliging
New Vennep, The Netherlands
09.2008 - 10.2010
  • Installation and Commissioning: Installing new equipment or systems, ensuring proper configuration and functionality.
  • Maintenance and Repairs: Conducting routine maintenance, troubleshooting, and repairing equipment to prevent downtime and ensure optimal performance.
  • Technical Support: Providing on-site or remote technical support to customers, addressing inquiries, and resolving issues.
  • Troubleshooting: Diagnosing and resolving technical problems with equipment, utilizing diagnostic tools and technical knowledge.
  • Compliance and Documentation: Ensuring compliance with safety regulations and maintaining accurate service records.
  • Customer Interaction: Interacting with customers, understanding their needs, and providing excellent customer service.
  • Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues effectively.
  • Communication Skills: Excellent verbal and written communication skills for interacting with customers and colleagues.
  • Customer Service Skills: Ability to provide excellent customer service and build rapport with clients.
  • Time Management Skills: Ability to manage time effectively and prioritize tasks.
  • Safety Awareness: Understanding of safety regulations and procedures.

Fire and Security Engineer

Giant Security B.V.
Heerhugowaard, The Netherlands
03.2005 - 08.2008
  • Installation and Commissioning: Installing new equipment or systems, ensuring proper configuration and functionality.
  • Maintenance and Repairs: Conducting routine maintenance, troubleshooting, and repairing equipment to prevent downtime and ensure optimal performance.
  • Technical Support: Providing on-site or remote technical support to customers, addressing inquiries, and resolving issues.
  • Troubleshooting: Diagnosing and resolving technical problems with equipment, utilizing diagnostic tools and technical knowledge.
  • Compliance and Documentation: Ensuring compliance with safety regulations and maintaining accurate service records.
  • Customer Interaction: Interacting with customers, understanding their needs, and providing excellent customer service.
  • Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues effectively.
  • Communication Skills: Excellent verbal and written communication skills for interacting with customers and colleagues.
  • Customer Service Skills: Ability to provide excellent customer service and build rapport with clients.
  • Time Management Skills: Ability to manage time effectively and prioritize tasks.
  • Safety Awareness: Understanding of safety regulations and procedures.

Telecom Technician

Detamo (Temp Agency)
Zaandam, The Netherlands
04.2004 - 04.2005
  • Installation and Configuration: Installing and setting up telecommunication systems, including hardware, software, and peripherals.
  • Maintenance and Troubleshooting: Performing routine tests, diagnosing and repairing faults in communication systems and equipment.
  • Technical Support: Providing guidance and support to clients on using telecommunication equipment and systems.
  • Network Management: Maintaining and updating network infrastructure, including cabling and other related equipment.
  • Documentation: Keeping records of configurations and equipment inventory.
  • Technical Facilities: Working in technical facilities, such as data centres.
  • Technical Proficiency: Understanding communication protocols (TCP/IP), and experience with telecommunication systems.
  • Problem-Solving: Strong analytical and troubleshooting skills to identify and resolve issues with communication systems.
  • Communication: Excellent communication skills to interact with clients and colleagues.
  • Safety Awareness: Following safety protocols and using appropriate safety equipment.

Assistant Manager

Burger King
Hoofddorp, The Netherlands
09.2002 - 03.2004
  • Support Restaurant General Manager: Worked under direct supervision of Restaurant General Manager, assisting with various tasks to ensure smooth daily operations.
  • Lead and Manage Team: This includes training, mentoring, and motivating team members to achieve performance targets and provide excellent customer service.
  • Inventory Management: Assisting with stock management, ordering supplies, and conducting stock audits to maintain optimal inventory levels.
  • Scheduling: Ensuring adequate staffing levels during peak hours and managing employee schedules.
  • Customer Service: Prioritizing customer satisfaction by ensuring prompt and friendly service, resolving customer issues, and maintaining positive atmosphere.
  • Operational Excellence: Maintaining high standards of food quality, safety, and cleanliness, while adhering to Burger King's operational procedures.
  • Business Acumen: Understanding key performance indicators (KPIs) and contributing to overall success of restaurant.
  • Leadership: Ability to motivate, guide, and inspire team members.
  • Customer Service: Commitment to providing exceptional service and exceeding customer expectations.
  • Communication: Effectively communicating with team members, managers, and customers.
  • Problem-Solving: Ability to identify and resolve operational issues in timely manner.
  • Time Management: Efficiently managing time and prioritizing tasks to meet deadlines.

Education

Associate of Arts - Telecom Technician Diploma

Los Angeles Technical College
Los Angeles

High School Diploma - General Study

Carson High School
Carson, California

Skills

  • Technical sales background
  • Technical product understanding
  • Key account handling
  • Customer relations management
  • Service level agreement management
  • Complaint handling procedures
  • Service delivery expertise
  • Technical support knowledge
  • Performance monitoring
  • Resilience under pressure
  • Health and Safety Compliance
  • Process Improvement
  • Service desk management

Languages

English
Native
Spanish - Fluent
Fluent
Dutch - Intermediate
Intermediate

Certification

DBS Cleared

SC Cleared

NPPV2 Cleared

0 Points Drivers License

Hobbies and Interests

I go to CrossFit 4x a week and Run 2x a week.

Training

  • First Aid at Work – May 2020
  • Site Supervision Safety Training Scheme - Jun 2018
  • ECA Supervisor Effective Working Relationships - Oct 2012
  • ECA Supervisor Effective Planning & Delegation - Oct 2012
  • ECA Supervisor Effective Team Leadership - Sep 2012
  • ECA Supervisor Effective Supervision - Sep 2012
  • FIA Part One - Jun 2012
  • Fire Alarm Engineer Training - Mar 2009
  • Galaxy G2/G3 Training - Sep 2007
  • Security Engineer Training - Jun 2007

Timeline

Service Contracts Manager

Ocular Integration
09.2023 - 07.2025

Project Manager

Lazerbeam Fire & Security
01.2023 - 08.2023

Security Manager

Tri Management Ltd.
03.2017 - 12.2022

Senior Fire & Security Engineer

ACE Fire Protection
02.2014 - 02.2017

Senior Fire & Security Engineer

1666 Fire Ltd.
05.2013 - 01.2014

Senior Service/Maintenance Engineer

Genesis Integrated Systems
03.2012 - 04.2013

Service/Maintenance Engineer

Niscayah Netherlands
11.2010 - 02.2012

Field Service Engineer

ATN Beveiliging
09.2008 - 10.2010

Fire and Security Engineer

Giant Security B.V.
03.2005 - 08.2008

Telecom Technician

Detamo (Temp Agency)
04.2004 - 04.2005

Assistant Manager

Burger King
09.2002 - 03.2004

Associate of Arts - Telecom Technician Diploma

Los Angeles Technical College

High School Diploma - General Study

Carson High School

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