Customer Service Manager

KEVIN O’CONNOR

San Jose, CA ***** 408-***-**** acy5qz@r.postjobfree.com

Professional summary – Facilities Maintenance Manager

Over 15 years of experience in campus/facility maintenance management, including leading system upgrades, vendor and contract management, preventive maintenance, repairs, installations, safety and code enforcement, design and construction, volunteer coordination, project management and training. Ability to make repairs, installations, grounds maintenance and records/documentation maintenance.

Exceptional problem solving, team building, leadership, budget management, P & L projection and negotiation skills. Ability to develop effective strategic approaches and creative solutions to improve the performance, productivity and profitability of departmental and organizational operations. Confident, committed team member with integrity and commitment to customer service excellence.

Core Qualifications

Facilities Maintenance

Order Entry, Release & Fulfillment

Shipping & Receiving

Planning Building Repairs

Strong leadership

Scheduling & Routing

Compliance Audits

Health & Safety Inspections

Operations Management

Heavy Equipment Operator

Mechanic – Vehicles

Machinery Repair

Inventory Control

Professional Experience

PACIFIC MAINTENANCE COMPANY, Santa Clara, CA 01/14 to Present

Facilities/Maintenance Manager (Contracted at Texas Instruments)

Manage a team of 24 workers at Texas Instruments in Santa Clara, including building repairs and maintenance of 24+ acres, 188,000 sq. ft. of common area. Vast experience including roofing, landscaping, paint, lighting/electrical, carpets, plumbing, HVAC, general building repairs and construction, including clean areas.

Perform and manage preventative and on demand facilities maintenance programs improving building conditions and extending life of facility

Responsible for budget preparation, purchasing and monthly expenses

Prepare all reports, including quarterly reports for executive management

Perform audits to support facility compliance standards

Improve efficiencies and cost effectiveness of contracted services by $75,000/annually by creating a one-stop shop of team members (plumbing, electrical, construction, phone systems, EV car chargers, etc.), reducing the need for outside contractors.

Offer strong leadership and technical expertise to preserve existing procedures, including OSHA Safety Regulations, audit and inventory control systems

Supervise and coordinate staff, including outside service vendors and contractors

Provide leadership to host and volunteer services increasing volunteer participation and reducing work load on management with no additional expenses

CITY OF PALO ALTO, Palo Alto, CA 12/06 to 06/13

Leadman and Heavy Equipment Operator, Public Works Department

Maintained and operated city sanitation fleet and heavy duty dump trucks. Ensured the department’s service objectives were met. Handled special orders, release and fulfillment. Provided excellent customer service, including interactions and resolutions, including process improvements.

Key Contributions:

Lead man over 15 employees

Awarded certificate for effectiveness and success for providing excellent customer service

Responsible for forecasts, targets and KPIs

Assigned and managed order entries, construction plans and recommend improvements

Operated and maintained heavy equipment

Managed ground preparation, driveways and parking areas using various landscaping equipment

Planned, directed and monitored preventive maintenance and repair for department vehicles

Maintained a solid knowledge of an extensive array of tools, hardware and building materials

Trained co-workers on equipment usage, ISO and DOT safety regulations

CENTRAL CONCRETE COMPANY – San Jose, CA 10/01 to 12/06

Operating Engineer

Foreman over 30 employees in six different plant locations. Ensured optimal quality of and customer service. Excellent multi-tasking and time management skills, while prioritizing orders.

Key Contributions:

Operated all heavy equipment

Fabricated unique concrete designs per blueprint specifications

Maintained plant equipment and performed repair work for both plant and machinery

K&J COURIER SERVICE – San Jose, CA 01/94 to 09/01

Owner, Operations Manager

Owned and operated a U.S. transportation service company, included servicing and maintenance on all semi-tractor and tandem axle trailers. Mastered DOT regulations and state requirements. Researched and negotiated trucking/carrier bid contracts based on costs and point-to-point destination procedures resulting in a 35% cost reduction. Facilitated cost savings initiatives for maintenance parts, engine and transmissions. Ensured optimal quality of work and customer service.

Key Contributions:

Increased sales 44% within a three year period and earned 100% retention rate

Led account management and business planning

Managed orders, deliveries, pickups and routing assignments

Managed procurement, allocation, distribution control and cost compilation and analysis of an annual budget of $500,000

Ensured all company standards and DOT requirements for vehicles and drivers

Maintained and controlled all inventory, shipping and receiving

Led forecasting for accurate channels and inventory management, including trend analysis

Provided outstanding customer service, maintaining attention to detail and completing assigned work in a timely manner

Attention to detail and problem solving skills

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