WARREN KNAPP (CHIP)

** ******* **, ********* ** *4534

Home/Cell: 585-***-**** Married

E-Mail: adt116@r.postjobfree.com 2 boys; 32 & 30 yrs. old

* ****; 18 yrs. old

OVERVIEW

Operations / Call Center / Supply Chain Leader with 30 years experience leading all aspects of operations. Expert in creating a shared vision, building effective teams, developing leaders, and empowering and motivating those I supported through business changes. An innovator in designing and implementing processes and teams that eliminate waste, create efficiencies and reduce cost.

ADT Security Services LLC: Home and Business Security

General Operations Manager (3/21-present)

I Currently lead the operations for Central/Western NY and Ohio for ADT to include branches in Syracuse, Rochester, Buffalo, Cleveland, Akron, and Toledo. I am

responsible for >100 Service and Installation technicians, eight managers, and Admin associates to support the business, the P&L for all facets of the business, and the

health, welfare, and success of all associates. I am responsible for implementing corporate/customer initiatives and improving business results and customer satisfaction.

Sr. Director (8/2000 to 3/2021)

I have held multiple roles within ADT as a Sr Director and was responsible for up to 5 call centers, the technician technical support team, the company’s License and Compliance team, the Regulatory team, all Subcontractors technicians, and led all corporate projects. I had up to 511 associates supported 5000+ technicians across 200 offices 24 x 7 days a week. My centers took over 1.4M calls annually, make over 1.2M outbound calls, and managed over 1.2M Service jobs and 900K install jobs annually. I was responsible for 1600 Subcontractors daily and I led the 3G to LTE initiative to convert 3.7 million customers by 2/22/22. I was also responsible for Leading the Product/Technician Support team that assists our technicians with technical challenges when they on site with our customers. I led multiple Six Sigma projects to include centralizing on-boarding, auditing, and payment of all subcontractors (saved >$11.3M the first year) and shipping batteries to customer home/business for self-service (saving ADT >$6.3M annually). I consolidated 9 Call centers into two and centralizing the technician dispatch process increasing their productivity from 3.25 to 5.1 jobs per day. I also led a Support team for key accounts such as BOA, Tractor Supply, Darden Restaurants, Iron Mountain, Costco and others.

Schneider National: Long Haul Full Truckload Transportation

Bulk Liquid Operations Center Manager / Dry Van Team Operations (9/1998 to 08/2000)

Responsible for Leading the Operating Center with 8 front line managers, 6 Admins and 350 drivers. Led the Bulk liquid division, the truck rail division and a portion of the dry van division with non-union & union company drivers as well as independent contractors. Responsible for Team, P&L of the business, retention of associates/customers, and business strategy. I Reduce accidents by 25% and increased the contractor Fleet by 36% and revenue/ truck by 25% & reduced driver turn over 15%.

Maintenance Shop Manager (3/1994 to 09/1998)

Responsible for building and leading the team and P&L of a $10M Regional Maintenance Facility with an annual operating budget of $2.8M budget. Lead 71 associates (Mechanics, Managers and Admin associates) to service 400-600 driver per day for repairs ranging from preventative maintenance inspections to engine overhauls and trailer rebuilds. Moved the operation from Chicago to the new facility in Gary, IN while doubling staff and increasing throughput by 101%

United States Army: Captain / Aviation

Commissioned Officer who flew over 950 hrs., rated in 4 aircraft, maintenance test pilot, lead 4 platoons and 1 company as their Company Commander. Awarded the Bronze Star during deployment in the Desert Storm Gulf War.

Battalion Maintenance Officer (8/1993 to 03/1994)

Responsible for the maintenance and support of 63 Helicopter, 14 airplanes, and 198 vehicles in Germany, Turkey, and Cyprus. Responsible for data collection and presentation of all supply, maintenance and logistics statistics for the battalion.

Maintenance Company Commander (12/1991 to 07/1993)

Responsible for leading 74 maintenance technicians and clerks and for the production / quality / logistical support of 34 Apache helicopters, 6 Blackhawk helicopters, 23 vehicles, and 12,800 pieces of support equipment. Also performed duties as a Blackhawk maintenance test pilot.

Parts Distribution Center Platoon Leader (5/1989 to 12/1991)

Responsible for 64 supply specialist, 10 vehicles, and an aviation Parts Distribution Center with an average inventory of 10,000 line items worth $20M. Responsible for the ordering, receipt, warehousing, financial accounting, and issue of all aircraft repair parts supporting 17 units in Germany and all units deployed to Saudi Arabia and Iraq during the Desert Storm Gulf War. Award the Bronze Star for the support of 920 aircraft during Desert Storm, safeguarding the team during 27 Scud missile attacks, issuing $100M or repair parts and relocated the warehouse and personnel twice in support of the war

Attack Helicopter Platoon Leader (6/1988 to 05/1989)

Responsible for leading 12 Cobra Attack helicopter pilots and 16 maintenance crew chiefs. Responsible for 6 helicopter, 6 vehicles, and 60 pieces of support equipment and the deployment and integration of the platoon with other combat units.My platoon flew over 900 accident free hrs., deploying 6 times

Scout Helicopter Platoon Leader (10/1987 to 06/1988)

Responsible for leading 4 Scout helicopter pilots and 10 Maintenance personnel, 4 Scout helicopters, 1 vehicle, and 20 pieces of support equipment. Responsible for aerial reconnaissance, deployment/integration of the platoon with other combat forces as well as directing Attack helicopters and artillery as the Air battle Captain.

Fuel and Ammunition Platoon Leader (6/1986 to 10/1987)

Responsible for leading 31 personnel, 20 vehicles, and rearming/refueling of 34 aircraft and 120 pieces of support equipment. Responsible for deploying the rearming and refueling teams forward in the battlefield but air and ground to support the Battalion.

ACCOMPLISHMENTS

Licensed New York State Real Estate Agent

New York State certified EMT (1500 hr course)

New York State Interior Firefighter (1000 hr course)

Fire Fighter of the year in 2021 (Mendon Fire Departmeent)

US Army Veteran- Operation Desert Shield/Storm/Calm (1st Gulf War)

FAA rated Helicopter pilot (Duel engine, Instrument, and Night Vision Goggle rated). Rated in 4 Army Helicopter and a Blackhawk Maintencne test pilot.

Awarded the Bronze Star in Operation Desert Storm (1st Gulf War)

ADT Club Excellence winner twice (Tops performers awarded trip; Hawaii and Cobo San Lucas)

Six Sigma Purple Belt certified and have led over a dozen projects and 4 Kaizens

President’s award at Schneider National for a fleet wide cost savings initiative (Preventative Maintenance cost reduction)

Ranked 8th in the Nation in 1996 for Snowboarding in the >35 yrs. old bracket of Half Pipe

PADI Certified Scuba diver

EDUCATION

Master’s in Business Administration: Master’s in System Management Bachelor of Science in Biology Military Schools

Indiana University University of Southern California State University of New York Flight School (Helicopter)

Bloomfield, IN Würzburg, Germany Albany, NY Airborne & Air Assault

Concentration: Finance Minor: Information Systems Minor: Chemistry / Math / Physics Cobra & Blackhawk rating

GPA 3.86 (4.0 scale) / Dec 1999 GPA: 3.81 (4.0 scale) / 1993 (Pre-Med) Test Pilot School

GPA: 3.6 (4.0 scale)/1985 Aviation Basic & Adv Course

ACTIVITIES

Family, Volunteer Interior Fire Fighter, EMT, Reading, Snowboarding, Wakeboarding, own a Horse Farm, Scuba Diving, and Sailing (Hobie Cat).

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