Manager Customer Service

Albert F. Harrison

**********@*****.*** ** E.Bulfinch Street #2 North Attleborough, MA 02760

Summary:

Experienced real estate Facility Manager with demonstrated success in:

• •

Leadership & Development Contract & Vendor Management

• •

Team Building Project Management

• • Strategic Planning

Customer Service, QSS

Current Experience:

Emcor Facilities Services – Fidelity Investments account 02/2007 to current

Assistant Facility Manager (Acting Facility Manager 09/07), Marlboro, MA

• Responsible to ensure that EMCOR Facilities Services meets all contract terms and conditions with particular

focus in providing contract deliverables in a timely and complete way.

• Oversee all operations and other activities related to the management of the facility over approximately one

million square feet of real estate set on over ninety-eight acres of land, 3 parking garages, and a fitness center.

• Primary responsibilities are the management of maintenance and engineering operations, contract

administration of subcontracted services, small project management, and on-site client interface with business

units and Fidelity Real Estate Company.

• Essential duties and responsibilities include the following: supervision of facility management staff,

accounting and reporting including preparation of annual budgets and approval of all purchases, monthly

reporting on budget variances, value add initiatives, and metrics.

• Member of LEED EB certification team, achieving Silver status for site.

Trammell Crow Company – Bank of America account 06/2004 to 01/2007

Property Manager, Attleboro, MA

• Ensured the fulfillment of all facilities and property maintenance/management needs at Bank of America

properties, remote ATM and cash dispensers in South Eastern Massachusetts of approximately 100 locations/

280,000 sq ft. Included interior and exterior, grounds maintenance, repairs/service, and improvements.

• Performed quarterly inspections of all properties to assess current condition, identify immediate

repairs/issues, following up with service technicians/vendors, as well as long term repairs/issues and potential

capital projects.

• Oversee and manage daily work order requests throughout the portfolio including nature of request, scope of

work requested, proper assignment, appropriate target completion date, and closing of work orders completed.

Also following up with requestors that requested work had been completed to satisfaction.

• Assure optimal functioning of building systems (HVAC, fire, life/safety equipment, elevator operations) to

comply with local and federal regulations.

• Identify and correct possible or developing environmental issues by working with environmental consultants

in equipment replacement or repair, removing all contaminated materials and replacement, following policy

requirements.

• Develop and maintain positive relationships with the client, and with corporate personnel to achieve personal,

team, and corporate goals.

• Manage space planning requests from client, including moves/adds, phone and data connectivity. Maintain

space management system for accuracy.

• Monitored weekly vendor invoice tracking and payment, resolving invoice issues with vendors in a timely

manner, complying with client and corporate policies.

CB Richard Ellis – Fleet Bank account 01/2004 to 06/2004

Facility Manager, Attleboro, MA

• Ensured the fulfillment of all facilities and property maintenance/management needs at Fleet Bank properties,

remote ATM and cash dispensers in South Eastern Massachusetts of approximately 100 locations/ 280,000 sq

ft. Included interior, exterior, and grounds maintenance, repairs/service, and improvement.

• Managed capital projects from request through bidding to completion. Developed portfolio capital budget

working with Capital Projects Department.

• Performed bi-monthly inspections of facilities to assess current condition, identify immediate repairs/issues,

following up with service technicians/vendors, as well as long term repairs/issues and potential capital

projects.

• Supervised and developed three service technicians. Selected, negotiated with, and oversaw service vendors

and trade/technical contractors.

• Identified cost savings opportunities for the portfolio, contract re-negotiation, consolidating purchasing, and

identification of landlord responsibilities not being upheld.

Publishers Circulation Fulfillment Inc. 06/2000 to 09/2003

Manager of Building Services, Waltham, MA

• Ensured the fulfillment of all facilities and property maintenance/management needs for The New York

Times/Boston Globe home delivery, customer service, telemarketing, and administration operations, in New

England, approximately 28 properties, Included interior, exterior, HVAC, fire/life safety, grounds

maintenance, repairs/service, and improvement, working with property owners in lease obligations and

service.

• Supervised and developed department of three service technicians on construction, repairs and moves, of new

and existing facilities. Oversaw building of new telemarketing facility in Waltham, MA.

• Responsibilities also included monitoring and maintenance of all phone systems and connectivity between

client and corporation, and equipment including the management and inventory of 200+ Nextel phones,

purchasing, repairs and billing.

• Performed monthly inventory control of operations materials, working with national purchasing manager to

reduce operating costs, negotiated and purchased materials monthly, scheduling distribution to all locations in

a timely manner.

• Managed leasing, maintenance, and repairs of material handling equipment contracts with national vendor.

• Working with national purchasing manager, developed national purchasing program of office equipment and

other supplies nationwide.

• Employment Coordinator 11/1998 to 06/2000

• Training Specialist 11/1996 to 11/1998

• Branch Manager 11/1988 to 11/1996

• District Supervisor 01/1987 to 11/1988

Education:

BSBA Management 1994

Suffolk University Boston, MA

ASBA Business Administration 1980

Massasoit Community College Brockton, MA

Active member of IFMA, Boston Chapter (International Facility Management Association).

References available upon request

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