Customer Service Manager

Gary J. Silva, CFM *********@*******.***

San Jose, CA 408-***-****

SUMMARY

Certified Facilities Management professional, accredited by the International Facilities Managers Association, bringing extensive experience in vendor management, policy and procedure development and implementation, capital planning, operations & maintenance, operational budgeting, environmental health & safety, security and lease transaction management.

Providing facilities leadership for multi-building Corporate Headquarters campus as well as divisional facilities located throughout North America.

Consistent track record for on time and on budget management of capital projects, with multi-million dollar budgets.

Focus on business expansion in alignment with strategic company goals including acquisition and disposition of leased properties.

Identification, development and implementation of policies and programs promoting sustainability, carbon reduction and green initiatives.

Lead staff with customer service attitude and a passion for creating a positive workplace experience.

Partnering across organizations to achieve the common goal and solution delivery.

Providing guidance and presentations to senior level executives.

EH&S

Policies & Procedures

Vendor/Facilities Management

Telecommunication

Expansion

Software

Security Services/Protocols

Customer Service Work Order Custodianship

Facilities Infrastructure Maintenance

LAN/WLAN/Wireless

CAT6 Cable

Commercial Construction Techniques/Standards

Outlook

MSWord

Card Key Systems

Recycling/Composting/Café/Snack Programs

Bio & Nanotech Lab Management

Data Centers

Leases

Excel

Fire Systems

Energy Management

Chemistry Piping

AT&T

Budget/Actuals

PowerPoint

Sherwell

MSDS

CalGreen, LEED, USGBC

ISO 14001

Service Contracts

Outsourced Vendors

Nortel PBX

Relocation

MSProject

HAZMAT/Cal State Manifest

Internal/External Mail

PM Programs

T1/DS3

North American Expansion

CAD

Cal-OSHA Ergonomic Evaluation

Office Supplies

Janitorial/Security/Café/Printer Fleet Management

UPS & Generator Systems

Tenant Improvement/ Value Engineering

LotusNotes

Bugzilla

HMBP

Employee Travel

HVAC/Electrical/Plumbing

VOIP

Change Communication

Clarify

EXPERIENCE

OMNICELL INCORPORATED Mountain View, CA 2014 – Present

Software and hardware manufacture of medication adherence solutions

Senior Manager, Real Estate & Facilities

Responsible for lease administration and negotiations, for all company locations both domestically and internationally, partnering with Colliers International to deliver.

Oversee the operation, staffing performance, and development of eight Facilities staff, supporting eight sites domestically. Coordinate team meetings and provide individual support to each direct report regarding goal setting, performance reviews, salary administration, and career development planning.

Manage and keep in top operational performance, systems that are installed in all sites domestically & internationally providing security, card access and/or closed circuit television solutions.

Define and establish building equipment standards and other site support services required to maintain each domestic location. Manage preventative and reactive maintenance processes; develop vendor partnerships implementing “best practices” solutions and track progress.

Manage contractor and support vendor performance and overall project budget for all Tenant Improvement projects both domestically and internationally.

Managed Facilities organization responsible for customer request ticket management, response, resolution, new hire preparation and placement, location re-sets for departing staff, event set up and re-set, adds moves and changes, and ergonomic solutions in line with developed and implemented process and policy for multiple facilities. Provide dashboards, metrics, scorecards and benchmarking materials to support.

Develop and manage vendor partnerships supporting maintenance operations, mail, office supplies, first aid, Café, confidential shredding, lab coats, digital TV, office equipment leases, coffee, vending, ice, filtered water and refrigeration, janitorial and other related services and programs necessary to support daily business operations.

Develop, monitor, and track space and occupancy utilization programs and current occupancy metrics for all sites domestically and internationally for the purposes of providing strategic space planning direction to senior management and broker partner. Establish furniture procedures and standards for the selection and acquisition of systems and office furniture in all locations. Support space assignment policy across all sites domestically and develop space plans specific to each site to comply. Establish furniture procedures/standards for domestic and international implementation. Negotiated National discount pricing with furniture vendor, in alignment with projected approved and budgeted annual purchasing expectations.

Developed, managed and implemented company Business Continuity plan for identified domestic sites, developed and implemented validation plan exercises in compliance with appropriate local authorities and or agencies.

Participated in the due diligence process on behalf of the Real Estate team supporting Mergers and Acquisition targets worldwide. Review and understand lease agreements, insurance coverages and environmental factors of the target company and report findings to the team.

Manage and maintain ISO 1400 & EH+S programs and metric reporting for sites both domestically and internationally to include solar system performance, recycling, e-waste and universal waste collection, outgoing waste stream management. Develop and present innovative solutions for waste stream and carbon foot print reduction.

Responsible for Corporate global insurance program, and annual policy renewal. Identify stake holders in various areas of business operations and coordinate the response and accurate completion of information that becomes the base for the annual insurance policy renewal.

Traveling both domestically and internationally at a frequency that meets project, customer and/or budget guidelines.

SHUTTERFLY INCORPORATED Redwood City, CA 2012 – 2014

Social photo solutions provider

Senior Manager, Facilities

Lead emerging Facilities team through the development of new policies and processes in order to support company goals and exceed employee expectations.

Responsible for management of multiple buildings in multiple locations, and mentorship of existing Facilities staff.

OPEX and CAPEX budget management and the promotion of vendor partnerships to meet approved financial goals.

Enhanced space planning process and established cross organizational communications to promote seamless delivery of employee on-boarding solutions.

Manage day to day operations and serve as the single point of contact for employee issues, or events requiring the support of external service vendors, utility providers and/or State or local municipalities.

LOGITECH INCORPORATED Fremont, CA 2008 – 2011

World leader in computer peripherals

Manager, Workplace & Corporate Services

Developed new policies and procedures in addition to strategic vendor partnerships, implemented both locally and globally supporting alignment across Logitech’s portfolio.

Created and managed $15M annual operational and capital budgets for corporate headquarters campus in addition to facilities located throughout California and North America, totaling ~300kft2 and achieving budget actuals ~ 3% below fiscal plan.

Project manager for all tenant improvements and special projects across all sites.

Responsible for the leadership and development of support services team implementing best practices solutions and utilizing work order tracking software for development of tactical planning, decreasing time-to-response by 40%.

Realized 30% reduction in YOY energy charges and 25% reduction in landfill waste stream as a result of identifying and managing multiple programs supporting sustainability in partnership with local organizations and municipalities.

MICROSOFT CORPORATION / TELLME NETWORKS, Inc Mountain View, CA 2006 - 2008

World’s largest software developer / Start up acquisition

Campus Manager

Implemented new policies and procedures to support the Real Estate & Facilities operational model.

Directed Venture Integration planning and developed Capital upgrade plan to support.

Participated in strategic planning of Microsoft’s presents and expansion in the Silicon Valley.

Managed all site expansion and tenant improvement projects in a multi building campus totaling ~250kft2.

Responsible for space planning, furniture ordering and vendor management.

Spearheaded move toward green facility certification, implementing energy management and recycling programs.

Lead multiple contractors and support services vendors providing daily facility support, as well as receptionist and Shipping & Receiving staff.

SILVA FACILITY CONSULTING, San Jose, CA 2000 - 2006

A facilities and construction management consulting firm

Sr. Project Manager / Principal

Coordinated mover, telecommunication, furniture, desktop and relocation staff as Sr. Project Manager.

Directly supported companies located in Silicon Valley, and as subcontract consultant to major facility service organizations providing logistical support to companies relocating up to 1500 employees.

Providing full service facilities maintenance/management to commercial single and multi-tenant buildings.

Manage multiple sub-contractors and service vendors to meet owner and tenant expectations.

Responsible for the daily operations of an emerging bio/nanotech lab, including 24/7 on-call infrastructure & critical equipment response.

CLARIFY INCORPORATED, San Jose, CA 1995 - 2000

A leader in customer service management software

Corporate Facilities Manager

Successfully managed a high growth start-up facility from ~100 employees to ~7000 employees worldwide.

Developed and implemented processes and procedures through three mergers and acquisitions, concluding with the Nortel Networks deal.

Negotiated service related contracts, responsible for service vendor management and OPEX review, in addition to lease transaction management, space planning, security and facility growth projections.

Coordinated facility expansion and relocations for three corporate headquarter projects and several North American offices, totaling ~700kft2 with a combined budget of ~ $27M.

Interviewed, hired and lead Facilities, Shipping & Receiving and receptionist positions.

EDUCATION, TRAINING & MEMBERSHIPS

Bachelor’s Degree, Fine Arts San Jose State University, San Jose CA (1 year to complete)

Member, International Facilities Managers Association, Silicon Valley Chapter (top 10% of the Association achieving Certified-Facilities-Management accreditation in 2011)

HAZMAT and SB198, Santa Clara County

Cal/OSHA, California Chamber of Commerce

Hazardous Communications Training, Nortel Networks

Management Training, Clarify Incorporated

Creating Five Star Service, Global Training Group

How to Build a Better team, Key Institute, IMA

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