Property Administrator Assurance Manager
Resume:
Gary L. Faircloth
Altamonte Springs, FL 32714-1298
Cell: 407-***-****
adm01m@r.postjobfree.com
www.linkedin.com/in/garylfaircloth
Budgeting – Telecom & Vendor Project Management – Training – Managerial & Supervisory Skills – Call Centers - Facilities Management – Records Management – E-Discovery Summary
• 20+ years in Business to Business activity
• 10+ years work experience in Call Center/Support environment
• Capable of managing an entire region, their facilities, associates and equipment
• Mentor and coach to all subordinates
• Capable of working with vendors to ensure smooth process of operations
• Manage Vendor Relations
• Familiar with electronic discovery related to legal hold processing
• Willing to travel up to 75%
• Maintain escalation procedures to ensure customer satisfaction
• Proficient in MS Office Suite; MS Teams, MS OneNote; SharePoint; OpenText Content Server
• Experienced with Collective Bargaining process - CWA
• Familiar with concepts of Six Sigma and ISO 9000
• Experienced with EMC Captiva 7 Enterprise Capture Solution
• Familiar with OneTrust privacy, security and data governance application, Exterro E- Discovery and Information Governance application, ServiceNow, Genesys Cloud Solutions, Avaya Call Management System (CMS), Augutech software Education
Rollins College
(Crummer Institute) 2004-2007
Several Management level courses including Executive MBA certificate program BOMI Institute - Real Property Administrator – 03/06 Facilities Management Administrator – 03/05
Stevens Institute - Project Management Professional Program - 09/00 Webster University - Master of Business Administration - 07/99 Honors - Distinguished Graduate 08/99
Master of Arts - Management - 12/96
Barry University - Bachelor of Prof. Studies - Telecommunications - 12/94 Experience
Sprint/Embarq/CenturyLink/Lumen
Apopka, Florida, 2002 to present
Lead Compliance Analyst 10/07 to Present
• Supervise up to 6 direct reports
• Conduct analysis of business processes and data pertaining to business issues
• Provide reporting solutions and data metric analysis enabling identification of business trends and results.
• Utilize data analysis to explain business issues and financial implications
• Recommend workflow improvements and enable business unit to improve workflow processes
• Work with 10 business units nationwide to accomplish common corporate objectives
• Manage 8 high profile Central Florida contractors in the scanning of corporate documents
• Ensure methods and procedures are followed to allow for mandated time pressure
• Partner with key customer contacts to establish project requirements
• Create and follow Service Level Agreements (SLA)
• Manage records management program
• Review Risk Management related language in various business contracts
• Create project work flows and assist with project design for scanning
• Data mapping in OneTrust for internal applications for Mass Markets organization Supervisor–Building and Land Operations (Leesburg, Florida) 05/02-04/07
• Managed local telephone division in the Southern Region Building Operations Support System (BOSS Group) comprised of 5 assistants and Administrative Support Analyst
• This group handled incoming trouble calls for well over 500 facilities and equipment
• Proactively monitored alarm printers for incoming messages with reference to trouble conditions on various building equipment
• Managed the coordination of preventive maintenance for all building equipment
• Maintained the integrity of the Asset Management Program (AMP) database for tracking all internal building equipment and components
• Dispatched an average of 450 trouble calls per month generating an average of 688 trouble tickets
• Managed activities for processing over 1611 invoices per month.
• Collaborate in budgetary planning and budget support for the Southern Region Building and Land organization
• Manage relationships with vendors to ensure timely problem resolution related to outages Project Manager /Technical District Manager 08/1998 – 05/2002 Lucent Technologies, Bill Reconciliation Group, Maitland, Florida
• Manage relationships with vendors to ensure timely problem resolution related to billing
• Lead, directed and managed a group of management associates directly responsible for controlling, managing, validating, auditing and authorizing bill payment for approximately $250M to $300M annual expenses for internal telecom services.
• The budget included billing from an array of major telecommunication providers including AT&T, WorldCom, Verizon, SBC, Sprint Local, Sprint PCS, and Skytel
• Budget encompasses voice, data, cellular, pagers, calling cards, and home office lines
• Returned $30M to $40M in annualized cost avoidance and cost savings for the past 2 fiscal years
• Increased electronic billing media from 60% at start of FY01 to over 90% by End of Year (EOY)
• Managed $100M corporate Telecom Expense Management audit with third party companies which saved over $20M in annualized cost avoidance and cost savings AT&T
1982 – 1998
Success Assurance Manager 09/1995 – 08/1998
Orlando Network Computing Resource Center (NCRC), Lake Mary, Florida
• Supervised 18 to 22 technical, non-management associates who ensured server availability of “mission critical” applications and client/server systems
• Provided staffing and training assessments
• Manage relationships with vendors to ensure timely problem resolution related to outages
• Assessed impact of major changes on overall staffing needs.
• Became familiar with union negotiations and union avoidance Call Receipt Supervisor - Customer Service Center 05/1995 - 09/1995
• Managed overall operation of the day shift of the Fault Management Helpdesk
• Managed interactions with customers
• Expedited the reporting of problems and maintained escalation procedures that ensured customer satisfaction and minimal outage
• Manage relationships with vendors to ensure timely problem resolution related to outages
• Coached up to 20 non-management associates on a daily basis.
• Ensure adherence to standard Fault Management M&Ps
• Knowledgeable with time reporting, force management
• Familiar with Call Management System (CMS)
Customer Service Specialist 04/1994 – 05/1995
Customer Service Center
• Managed the resolution of issues associated with data and voice network facilities/equipment, data processing operations and applications environments
• Manage relationships with vendors to ensure timely problem resolution related to outages
• Provided first tier of resolution in the escalation resolution process internally and with vendors
• Redirecting the allocation of resources to ensure closure of customer reported problems that were not routine in nature.
• Handle all issues when brought about by applications programmers, technical groups and vendors National Service Manager, Maitland 02/1993 - 03/1994
• Managed problem resolution for clients
• Resolved issues from clients prior to and including during escalation phase
• Identified chronic service issues prior to their becoming problematic
• Managed the development of customer specific service metrics
• Functioned as the "customer advocate" in all aspects involving network services
• Instituted cost controls by identifying unused/under utilized network resources saving the customer $5M -
$8M in annualized network expenses
Network Service Manager 09/1991 - 02/1993
• Involved in all aspects of planning, moving and or additions to the customers’ existing network services nationwide.
• Collaborated with internal suppliers and the customer to achieve successful project completions
• Managed the implementation / installation of a nationwide Video system
• Managed the conversion between two internal voice networks resulting in annualized savings of $750K
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