"My security officers in the lobby prior to Sept. 11 were greeters. They were lobby ambassadors, friendly smiles, [a] 'welcome-to-our-home' kind of thing. Now, it's 'OK, who are you?' You come in. You are not in a suit. You are not in a tie. What is your business?
Our job is to make sure that no ones gets to a floor unless a tenant wants them on that floor. So, we have a system in place where the tenants will let us know who they are expecting. Everybody checks [in] in the lobby. If they're passed [through], then we will take them through the turnstiles and access them to the floor they are visiting. If you are a courier carrying a backpack, plan on being searched. If you parked in the Library Tower garage, your car will have been searched.
What I've learned is to deal with the things that you have control over. Don't worry about things you don't have control over. There isn't anything I could be able to do if a 747 slams into the top of this building."
As told to Jesus Sanchez