Bert Maqueda

254-***-**** *** Painted Horse Trail, Waco, TX 76712

abl9pi@r.postjobfree.com

Operations Director / Project Management

Strategically focused leader with repeated successes by keeping team

accountable for results and motivating people to excel. In diverse

positions throughout career - from U.S. Army tank company executive officer

to quality manager to call center manager and director of service for the

western U.S. Consistently rose to new challenges and excelled in fast-

paced, high-risk environments. West Point graduate.

Accomplished operations director with ability to quickly analyze

organizational performance through business measures and implementing best-

in-class structures and processes as the foundation for consistent

operations and continuous growth. Arizona State MBA.

Experience / Achievements

McLane Advanced Technologies Temple, TX 2010

Business Analyst

Elicit requirements using interviews, document analysis, requirements

workshops, surveys, site visits, business process descriptions, use cases,

scenarios, business analysis, task and workflow analysis.

Critically evaluate information gathered from multiple sources, reconcile

conflicts, decompose high-level information into details, abstract up from

low-level information to a general understanding, and distinguish user

requests from the underlying true needs.

Proactively communicate and collaborate with external and internal

customers to analyze information needs and functional requirements and

deliver the following artifacts as needed: (Functional requirements

(Business Requirements Document), iii. Use Cases, GUI, Screen and Interface

designs)

Utilize experience in using enterprise-wide requirements definition and

management systems and methodologies required.

Successfully engage in multiple initiatives simultaneously

Work independently with users to define concepts and under direction of

project managers

Drive and challenge business units on their assumptions of how they will

successfully execute their plans

Serves as the conduit between the customer community (internal and external

customers) and the software development team through which requirements

flow.

Collaborate with developers and subject matter experts to establish the

technical vision and analyze tradeoffs between usability and performance

needs.

Be the liaison between the business units, technology teams and support

teams.

. Served as the lead business analyst for the Kuwait Ministry of Defense

maintenance and logistics project.

. Developed User Requirements Document for Kuwait Logistics System.

. Served as lead business analyst, including TxDOT and Minute Maid Park for

the Houston Astros.

Northrop Grumman Technical Services Lackland AFB, TX 2009

Medical Project Engineer - Wilford Hall Medical Center

Provide on-site project surveillance and reporting. Research, review, and

provide expert analysis in support of engineering data submittals, program

studies, historical analysis, and funding requirements. Provide engineering

technical support for both short and long term facilities planning. Provide

expert consultation and recommendations to Air Force program managers,

contracting officers, and other government engineering offices responsible

for development and implementation of construction projects.

. Managed project to install emergency power system to the Refractive Eye

Center.

. Managed installation of mammography full field digital equipment, to

include site preparation.

. Managed project to convert existing hospital space to accommodate an

optometry clinic.

Health Facility Solutions Company Fort Sam Houston, TX 2009

Medical Construction Project Manager - Brooke Army Medical Center

Assist medical treatment facilities personnel in identifying project

requirements including coordination with contractors/designers concerning

project scope, transition planning, change-order management, and schedule.

Prepare project status reports and validation that plans adhere to client

expectations. Design projects in accordance with space planning, medical

facility requirements, and construction practices.

. Developed project to increase the capacity of the ENT (Ear-Nose-Throat)

Clinic at funding of $750,000.

. Managed installation of bi-plane catheter lab to include site

installation preparation at funding of $740,000.

. Developed project for renovation of a Fisher Home in order to update its

interior and exterior to provide a more comfortable environment for

soldier families.

. Assisted in the management of the renovation of a dental clinic, to

include transitional space planning, renovations, and construction of an

addition at a value of over $14 million.

Fleetwood Homes Central and Western US 2000 - 2008

Region Director of Service / Call Center Manager / Field Operations Manager

Responsible for the warranty and service operations of all the manufactured

housing production facilities within the region. Coordinated product

improvement strategies to reduce warranty expenses. Insured that all

service teams met all service level expectations of response speed, quality

of service delivered, and cost of service incurred. Managed profit and loss

statements to insure that servicwarranty operations increased value-added

services.

. Developed and managed 100+ sales accounts to promote for-profit service

products.

. Managed P/L activities of eight separate service units for top line

revenue growth and cost controls.

. Recruited, hired, and developed team members to provide exemplary

service, improving customer satisfaction over 10%.

. Reorganized nine separate manufactured housing service organizations into

one centralized call center, applying workforce management.

. Transitioned over 5,000 homeowners and 300 retailers in start-up call

center with minimal interruption in operations.

. Enabled "one-stop" process for customers with 90% customer satisfaction,

5% reduction in cost per home serviced, improved speed of service to 14

days with eight district service managers, 200+ field contractors, and 60+

customer service representatives.

. Reduced warranty expense by 20% by streamlining service operations and

modifying production processes.

. Provided on-site field management of military barracks to finished

product and acceptance by Army Corps of Engineers.

Palm Harbor Homes Tempe / Casa Grande, AZ 1993 - 2000

Assistant General Manager / Quality Manager

Coordinated the warranty and service of manufactured homes for two

facilities with an annual budget of $3,6 million. Directed the quality

control functions of manufacturing and responsible for shipped product

quality. Conducted measurement and feedback from the field in order to

increase production efficiencies. Served as liaison for all HUD reporting

requirements, interaction and legal cases.

. Earned 100% customer satisfaction for 3 months in a row in delivering the

service for two manufactured home facilities.

. Reduced warranty expenses by modifying production processes.

. Coordinated for distribution for all service and warranty parts for seven

states to include warehousing activities.

. Reduced legal cases and HUD complaints by 50% by close customer

management.

. Reduced turnover by creating a selective process for new hires and

coordinating in-plant training for all relevant manufacturing skills and

passed Department of Labor audits for personnel files to comply with

federal regulations.

. Implemented new homeowner walk-through Gold Key program to increase sales

for participating retailers.

. Managed DOT program to insure compliance for a fleet of 40+ vehicle

systems in five states.

US Army - 2nd Armored Division, 1st Cavalry Division Fort Hood, TX 1989

- 1992

Executive Officer, Platoon Leader

Second in command of an armor heavy brigade task force headquarters

company. Responsible for supervising the maintenance operations of 28

combat vehicles and equipment valued at over 20 million dollars. Served as

the unit logistics officer for planning and executing deployment

operations. During combat, served as second in command and supervised

support for the brigade command posts.

. Earned 98% readiness rating for the logistical support of the brigade

headquarters company, including maintenance on 35 vehicles, food, medical,

fuel, and ammunition.

. Awarded Army Commendation Medal for highest security ratings.

. Earned Bronze Star and Army Commendation Medal with Valor for combat

action in Kuwait for the training and deployment of 16-soldier tank

platoon.

. Selected to be on advance team to prepare logistical and port operations

in Saudi Arabia for arrival of a tank battalion for Operation Desert

Shield.

Education

. Bachelor of Science, General Engineering - United States Military

Academy, West Point, NY - 1989

. Masters in Business Administration - Arizona State University, Tempe,

AZ - 2000

. Project Management Certification - ExpertRating - 2010

. Lean Management Certification - ExpertRating - 2010

. Standard Army Maintenance System Enhanced Academy - McLane Advanced

Technologies - 2009

. Developing User Requirements - Learning Tree, Washington, DC - 2009

. US Army Medical Command Facilities Manager Basic Course - 2009

. DOT Manager Certification - 2008

. Unit Movement Officer Certification - 1992

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