Q Congratulations on becoming Vice President of Operations. Why do you think you were the best person for the role?
A As an internal candidate, I bring knowledge of the systems, policies and procedures that have made LSSI successful and I can’t see an outside candidate being able to come in and quickly absorb, understand and embrace the unique culture that has made LSSI so successful.
I also have over 20 years of security and law enforcement experience in LSSI’s 3 core markets—Residential, Healthcare and Education. Having worked in all 3 markets I have gained valuable insight into the diverse needs and market nuances required to effectively manage security operations.
Q What do you hope to accomplish in your new position?
A LSSI is going through a period of growth. My hope is that I can help give direction and stability during that time by supporting, nurturing and guiding current supervisors and managers while helping to develop the next generation of LSSI leadership.
I also would like to explore ways to grow the LSSI footprint in the Boston Area—different markets from those we have traditionally been involved with, such as retail and government service account contracts.
Q Many people may not know, but you started at LSSI in ’92, left and returned in 2012. Why’d you leave and what brought you back? A As an internal candidate, I bring knowledge of the systems, policies and procedures that have made LSSI successful and I can’t see an outside candidate being able to come in and quickly absorb, understand and embrace the unique culture that has made LSSI so successful.
I also have over 20 years of security and law enforcement experience in LSSI’s 3 core markets—Residential, Healthcare and Education. Having worked in all 3 markets I have gained valuable insight into the diverse needs and market nuances required to effectively manage security operations.
Q What do you hope to accomplish in your new position?
A LSSI is going through a period of growth. My hope is that I can help give direction and stability during that time by supporting, nurturing and guiding current supervisors and managers while helping to develop the next generation of LSSI leadership.
I also would like to explore ways to grow the LSSI footprint in the Boston Area—different markets from those we have traditionally been involved with, such as retail and government service account contracts.
A When I left LSSI I was looking for a career in municipal law enforcement. I enjoyed working for LSSI, but I felt that I needed to take the next step. I moved on to be an armed Boston Special Officer while pursuing a full time position in law enforcement.
As my career progressed I found myself moving up the supervisory ranks and into management, eventually becoming the Chief of Public Safety at Mount Ida College where I served 12 years. Throughout my career and while Chief, I had the opportunity to network with many of the local and federal law enforcement agencies working in the greater Boston Area and had the pleasure of supervising many young officers who went on to fulltime law enforcement careers.
In 2012, then LSSI Vice President Peter Scott, who I had known while he was a Captain with the Brookline Police reached out and asked me about coming back to Longwood to run the Community Service Division. It was a new challenge, yet, at the same time, it felt like after 20 years of growth, I was coming home to where I started. I jumped at the opportunity.
Troy C. Santarlasci, second from left, volunteers with youth programs and does youth ministry work throughout the greater Boston Area.
Q How has the security industry changed over your career and what are some areas that you’re particularly concerned or passionate about?
A I would have to say the biggest change has been the advancement in technology. When I started, we carried a 20-pound clock, slung over our shoulders, which utilized metal keys hung at check points to document guard tours. Radios were about the size of a large brick and CCTV coverage was minimal, at best.
Increasingly, we have embraced technology, not only in lighter, more efficient tour and communication systems but in Video, GPS monitoring, Intuitive reporting systems, server-based online reporting systems and a host of other technology. As a result we have become more proactive and responsive with the ability to quickly adapt to changing security needs.
Q LSSI has always stayed true to its Boston roots. Based on your resume, you could probably work with a national or international security firm. Why stay here in Boston?
A I previously worked for an international security firm and I always felt like more of a number than a person. I tend to be very passionate and connected to the things I do. LSSI gives me an opportunity to be that person and to cultivate relationships with our employees and clients.
And of course, I was born, grew up and worked in Boston my entire life. I love the City and New England. I am a huge Patriots and Red Sox fan and there’s nothing better than fresh Maine Lobster. Staying local and working for a local company just feels right. Besides, I can see Fenway Park from my office.
Q What’s your proudest career moment?
A I have had quite a few moments during my career that I am extremely proud; however, one sticks out to me. About a month after I had left my position as Chief at Mount Ida College, I received a call from one of the supervisors asking me to get together for dinner. Having worked with him for years, I was happy to accept and met up with him.
When I arrived, every member of the Department was there. They threw me a ‘Thank You Party,’ and each one had written a personal thank you note telling me what my leadership and friendship meant to them. It was a truly humbling experience to know that so many of the people I oversaw felt that I had been a good leader, friend and mentor. I was truly proud and grateful at that moment.
Q LSSI strives to ‘Make a Difference, Everyday.’ How do you plan to make a difference in the communities that LSSI operates?
A I think what sets us apart is our partnerships and relationships with our clients. By cultivating those relationships and making our clients’ needs, wants and mission our own, we are better able to contribute above and beyond providing basic security services.
I will work to cultivate and grow those relationships to ensure we provide “Extreme Customer Service®,” a first class security service and a true win/ win partnership with the communities, clients and people we serve.
Q What do you do on your free time? Hobbies, activities, sports?
A Well, I am a part time Police Officer in the City of Attleboro and I am a Law Enforcement Instructor—two things I have a passion for—so I spend a good chunk of time in those roles.
Recently, my wife and I welcomed our first child, Robert Joseph who is weeks old. I have been enjoying spending every possible minute with him, bonding and watching him grow. I have been told many times by many people that there is no joy like having a child and that you need to enjoy every moment because time will pass quickly. They were right.
I’m also active with youth programs, speaking engagements and youth ministry work throughout the greater Boston Area.
And lastly, watching my Patriots and Red Sox…..Boston Strong!
Q Having worked in the communities and in the main office, you have a unique perspective of LSSI. What has allowed LSSI to remain a constant on the Boston security scene?
A LSSI’s belief in partnerships, attention to detail, belief in “Extreme Customer Service®” and having a small business mindset are all factors that have put us on top and will continue to help us stay there.
I also feel we have been strategic in our growth and always make sure not to take on too much too fast or grow beyond our capabilities. We have specialized, first in Healthcare, then in Education and most recently in Residential Security. By concentrating on those areas, you are able to remain focused, understand the needs of the market and provide a high level of service without sacrificing quality for quantity.