Customer Service Management

JOEL S. MAGANZA, PMP

Stroudsburg, PA ● 832-***-**** ● ****.*******@*****.***

https://www.linkedin.com/in/joelmaganza

EXECUTIVE SUMMARY / QUALIFICATIONS

Senior Military Leader and Executive Director with a strong engineering and manufacturing background as well as significant experience in logistics, supply, and transportation ● Former military commander with a corporate-level strategic vision and analytical approach to global operations, growth, and success ● Director of Operations Management expertise in mid to high volume, high precision, and ultra-high precision manufacturing ● International diplomatic experience across Europe, Asia, and the US which translates to building successful global relationships with senior leaders and first-line customers

Certification: Project Management Professional (PMP)

UTC ACE Associate (Six Sigma Green-Belt Equivalent)

Education: Master of Arts Leadership/Management University of Texas, El Paso

Bachelor of Science Aerospace Engineering United States Military Academy

PROGRAMS MANAGER, MANUFACTURING / PRODUCTION

2016 - Present UNITED TECHNOLOGIES (UTC) AEROSPACE Vergennes, VT

Directed, managed, and coordinated operations of high-precision/high-volume manufacturing for sensors, computers, and integrated systems of all Boeing 787, 767, and other 7n7 and Legacy platforms; Managed cross-functional teams of manufacturing, quality, material planning, procurement, and customer service to support production and on-time delivery of aerospace hardware

Promoted within four months of arrival from managing a single Boeing manufacturing and production program to managing five separate Boeing manufacturing and production platforms

Initiated and directed substantial recovery operations of on-time and quality performance, improving from the 30th worst program in performance metrics (out of 32 facilities) to becoming one of the top five programs within a four-month period from assuming control

Oversaw mid to high-volume manufacturing of over 200 individual part numbers of computers, sensors, and integrated systems totaling more than 50,000 components annually

Managed and coordinated the procurement and receipt of materials/parts from 12 sub-tier suppliers, and the on-time delivery of manufactured end items to over 20 facilities of multiple customers’ and partners’ assembly locations across 7 different countries daily

Coordinated closely with executive and global level representatives from other manufacturers and assembly facilities including Boeing, Mitsubishi, and Fuji Heavy Industries in order to foster a personal level of quality and customer service commitment

Led and directed several continuous improvement initiatives, Lean Manufacturing operation improvements, and other Six Sigma/ACE (Achieving Competitive Excellence) process improvement workshops and design reviews

Revised and developed several Key Performance Indicators (KPIs) for personnel throughout the production life cycle from material handlers, manufacturers, quality inspectors, shipping personnel, and customer service representatives to assess and improve the full scope of performance in all operational and administrative areas

Conducted travel to remote on-site locations to meet with customer representatives domestically and internationally to present and brief standard operations, performance metrics, and improvement/sustainment plans

VICE PRESIDENT OF OPERATIONS

2015 AIR CONTACT TRANSPORT Netcong, NJ

Directed, managed, and conducted strategic planning and oversight for a $40 million interstate, multi-region transportation and logistics company; Managed and oversaw all long term and day-to-day operational and administrative aspects of the 340-employee organization including future planning, strategic sourcing, procurement, distribution-to-transportation coordination, customer service and satisfaction, health and safety, and obtaining future business; Responsible for all new hires of management and senior management

Oversaw 15 separate warehouse and cross-dock facilities including the company HQ office, and coordinated with 21 manufacturer Distribution Centers throughout the East Coast and Midwest

Responsible for the movement and delivery of over 3 million pieces of freight shipped across 18 states, and servicing over 2500 locations daily

Developed extensive Key Performance Indicator (KPI) tracking to assess and improve the movement of millions of pieces of freight and the quality of work for over 300 commercial drivers, warehouse personnel, and administrative office employees

Improved company safety, reducing accidents 66% over a 6-month period by creating and implementing new safety training and incentive programs; this reduced worker compensation and insurance claims which projected to save the company over $600,000

Attracted new business, customers, and clients which increased the company footprint by 3% in 6 months, as well as expanding the company presence into new areas of operation

Established new standards for P&L review, sourcing, Fleet Management, DOT Regulation Compliance, claims processing and review, and performance objectives in order to more effectively track and assess month-to-month and quarterly revenue, expenditures, and profit

Decreased employee overtime 15% by conducting a full review of the company-wide operational concept to find more efficient ways to utilize personnel and vehicles

Reduced turnover more than 40% by transforming the company culture to a positive reinforcement structure and promoting more manager involvement/interaction with employees

DIRECTOR OF TEST OPERATIONS

2012 - 2015 JACOBS ENGINEERING / NASA Houston, TX

Directed, managed, coordinated, and exercised authority for all planning, hiring, manufacturing, sourcing, procurement, sub-contract awards, organization, scheduling, budget, cost, risk assessment, safety, Quality Assurance, test design, test set-up, conduct of tests, and final report production for all Crew and Thermal Systems engineering operations for NASA, Boeing, Lockheed Martin, Space X, and other external customers

Directed comprehensive Program Management and Project Management, budget planning, sourcing, risk management, and personnel coordination for test contracts, manufacturing, and construction/demolition projects for upwards of $10 million, which included labor requirements, scheduling, cost assessments, sub-contractor bidding and awards, Safety review, and Quality Control

Oversaw ultra-high precision manufacturing and fabrication of R&D and experimental equipment and materials totaling over $100 million in support of space shuttle and space station operations

Managed over 30 teams and collaborations of international and interdisciplinary engineers and administrators to design, develop, manufacture, and test new engineering concepts and hardware for use in Deep Space, Low Earth Orbit, and Earth-like conditions

Appointed as division representative for acquiring new business and promoting facility capabilities for new contracts to customers including intra-division NASA customers, as well as outside organizations such as Boeing, Lockheed Martin, Space X, and others

Conducted over 130 tests of manufactured space hardware, equipment, tools, and materials that have functioned in space, including Life Support Systems and prototype space suits

Wrote, revised, and improved over 100 procedures and processes for test operations resulting in a 45% reduction in operational prep time, savings thousands of man hours and over $200,000/FY

TEST DIRECTOR / SENIOR MECHANICAL ENGINEER

2007 - 2012 JACOBS ENGINEERING / NASA Houston, TX

Directed, managed, coordinated, and exercised authority for all planning, hiring, manufacturing, sourcing, procurement, sub-contract awards, organization, scheduling, budget, cost, risk assessment, safety, Quality Assurance, test design, test set-up, conduct of tests, and final report production for all Crew and Thermal Systems engineering operations for NASA, Boeing, Lockheed Martin, Space X, and other external customers

Directed comprehensive Project Management, budget planning, sourcing, risk management, and personnel coordination for test contracts, manufacturing, and construction/demolition projects

Trained over 50 astronauts in extreme thermal vacuum environment procedures to enter and exit the International Space Station and on all contingency procedures they may use during space walks

Designed Liquid Nitrogen and Helium supply systems to support the $20 million facility upgrades and refurbishment project for the world’s largest thermal vacuum chamber

Designed, operated, and maintained over 30 different mechanical facilities onsite at NASA to include vacuum trains, pumping systems, load cranes, cooling and heating systems, gas supply systems, manufacturing and fabrication facilities, and general facility equipment to support space flight readiness and preparation

Certified in multiple safety programs and ensured compliance with all OSHA and JSC safety standards resulting in zero injuries & zero safety incidents for all personnel on every test team

COMMANDER

2001 - 2007 UNITED STATES ARMY / UNITED NATIONS Germany / Korea

Commanded military operations for a Patriot missile defense Battery utilizing advanced weapons systems worth over $200 million; Responsible for the lives and welfare of 30 soldiers and their families; Responsible for the Command & Control, health, welfare, safety, and training of personnel in Germany, and deployment of forces to Iraq, Kuwait, and Saudi Arabia; Commanded as the direct liaison with high-level Korean Government agencies and ambassadors for both South and North Korea to ensure diplomatic and military compliance along the Korean Demilitarized Zone (DMZ)

Commanded an international team of United Nations military and civilian officers from 13 UN member nations, as well as South Korean Forces along the world’s most heavily guarded boarder

Represented the US Government in the United Nations Command as the Senior International Officer between the South and North Koreans, and acted as the Senior Liaison to the South Korean Ministry of Defense

Commanded a South Korean Security Battalion along the northern most portion of the DMZ, and was responsible for over 70 Korean military outposts and their assigned personnel

Developed, wrote, published, and oversaw the implementation of logistics and transportation procedures and processes for all truck and rail freight across the border of South and North Korea

Awarded two Army Commendation Medals for coordinating Patriot missile fire amongst five Air Defense units during deployment to Iraq and Kuwait in support of Operation Iraqi Freedom

Organized and implemented the logistics and transportation of over 100 heavy vehicles and weapons equipment by road, rail, and ocean vessels from Germany to Kuwait (+9000 miles) and back

Managed and coordinated +300-mile logistic supply lines between Kuwait and Iraq for food, water, and vehicle and weapon system repair parts for 4 months during the Iraq war

Coordinated and led the operational conversion of an Air Defense Battalion from an Avenger to Patriot unit, including training over 450 soldiers on new weapon systems and operations

Certified in multiple US Army and OSHA Safety and Risk Management programs resulting in zero injuries & zero safety incidents for all personnel including training ops and Live Fire exercises

Advanced Computer Skills/Knowledge:

Excel, PowerPoint, SAP, SharePoint, Word, Project, Access, Outlook, Adobe, AutoCAD, Pro-E, AirClic

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