Jean Paul Serrano

Experience

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  US Navy

  Feb 2009 - Feb 2017

  Gunner's Mate

  ⦁ Served as a Gunner’s Mate with the Maritime Security Squadron (MSRON) and Riverine forces, maintaining mission-critical weapons systems with zero downtime across coastal and riverine operations ⦁ Performed multifaceted roles as boat crewman, gunner, and react team leader, ensuring operational readiness of small arms, crew-served weapons, and vessel-mounted systems during maritime security and expeditionary missions ⦁ Deployed aboard the USNS Arctic, a Navy supply vessel, as part of an Expeditionary Support Team (EST), providing weapons maintenance and tactical support for logistics and resupply operations ⦁ Earned commendations for precision, discipline, and leadership in high-stakes settings, including force protection, riverine patrols, and rapid-response scenarios ⦁ Developed advanced skills in equipment maintenance, security protocols, and small-unit tactics, adapting to diverse operational demands in dynamic environments Show less

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  Hyatt Regency

  Dec 2017 - Jul 2018

  Security Officer

  * Provided overnight security and emergency response for hotel staff and guests.* Dispatched radios, keys, and badges to overnight staff while maintaining detailed activity logs.

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  Colonial Claims

  May 2020 - now

  Flood Adjuster

  Facilitated NFIP insurance holders with their flood claims. Claims were built using Xactimate software.

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  FEMA

  Oct 2021 - Nov 2021

  Emergency Management Specialist

  * Deployed on temporary assignment to aid communities impacted by flood emergencies in LA, NJ, andNY.* Assisted disaster survivors by providing information, access to resources, and recovery support.

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  Meridian Bird Removal

  Feb 2022 - Aug 2023

  * Coordinate nationwide job dispatch and travel logistics for service technicians; arrange hotel, flights, and rental car reservations.* Order necessary equipment rentals such as scissor lifts to ensure availability on job sites.* Review gear requests, assemble shipments, and oversee weekend mobilization.* Increased productivity by optimizing travel coordination and equipment logistics. * Identified bird species and patterns to safely and effectively remove them from facilities.* Performed full facility inspections to determine bird access points and recommend preventative measures to customers.

  • Logistic Coordinator & Gear Specialist

    Apr 2022 - Aug 2023

  • Bird Removal Technician

    Feb 2022 - Apr 2022
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  Capitol Bridge

  Nov 2024 - Mar 2025

  Customer Service Agent

  Delivered customer support for FEMA project survivors via a call center, working overnight shifts remotely or onsite in Isabela, PR. Handled inquiries and documented cases using AWS, Genesys, and NEMIS systems, meeting rigorous benchmarks: 90%+ quality assurance scores, 95% attendance and adherence, and swift call resolutions (<2 min after-call work/hold time). Tracked hours in Paycom, troubleshot technical issues, and maintained HIPAA and company data security standards. Fulfilled a full-time role on overnight hours from 4:00 p.m.–12:30 a.m., completing required training during a probationary period. Show less

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  Gray Swan AI

  Mar 2025 - now

  Community Management Consultant

  Providing community management services for Gray Swan Security Inc., overseeing Discord operations and engagement for approximately 20 hours per week. Responsibilities include fostering a positive community environment, moderating interactions, and supporting company initiatives as an independent contractor.