Installation/operations manager
Resume:
MICHAEL SCOTT FOX
FORT MYERS, FLORIDA 33913
************@*****.***
SYNOPSIS:
Self starter with involved style of leadership. Excellent communicator with the ability to elicit interest,
enthusiasm, drive and energy using a common sense approach. Adept in evaluating situations, analyzing
facts, and developing alternative courses of action in order to achieve, even exceed desired results
QUALIFICATIONS:
Ability to establish and maintain close working relationships on all levels of corporations.
Capable of working well under pressure and meeting deadlines.
Consistently implement new techniques and procedures, which increase productivity and lower costs.
Proficient in developing and implementing training programs for new and experienced employees, and
supervise new employee orientation programs. Proven organizational, analytical, and presentational skills.
Strong background in all aspects of production supervision in the alarm industry, including job scheduling,
quality assurance, inventory control, purchasing, sales and customer relations.
EDUCATION:
9/82 - 2/85 - College of Staten Island, Staten Island, New York - Business/Management - 45 credits
PROFESSIONAL TRAINING/AWARDS
06/06 – Builder IQ – Construction 101/Job Site Safety
07/04 - FASA/BASA certified (20 hours)
08/01 - ADT University: Leadership I
10/02 - Northern Computers Access Control Installation (16 hours)
05/02 - ADT University: Soft skills: Leadership: Coaching, Counseling, Motivating (8 Hours)
03/01- ADT Circle of Excellence Award. Awarded to the top 100 Installation/Service Managers
04/00 - OnQ Home Systems Structured Wiring Course (15 Hours)
01/00- Guardian Protection Star Award for Excellence in customer service
06/99- Guardian Protection Star Award for Excellence in customer service
11/97 - National Alarm Association of America – Level four certification (60 Hours)
09/94 - 02/95 - National Burglar & Fire Alarm Association Certified Technician - Level Four (60 Hours)
07/93 - Labor Saving Inc. - Installation, Service, Quality Control (12 Hours)
06/93 - Labor Saving Inc. - Troubleshooting and Supervision Techniques (8 Hours)
09/92 - National Alarm Association of America - Motivating Employees (8 Hours)
09/92 - National Alarm Association of America - Installation and Wiring Techniques (20 Hours)
02/92 - Rainer Group - Total Quality Control (15 Hours)
02/92 - Rainer Group - Supervising Difficult Employees (12 Hours)
06/91 - National Burglar/Fire Alarm Association - Interior and Space Protection (8 Hours)
06/91 - National Burglar/Fire Alarm Association - Advanced Fire Alarms (8 Hours)
01/89 - American Dynamics - Closed Circuit Television Systems (16 Hours)
03/87 - Bluegrass Inc. - Audio/Sound Discrimination (8 Hours)
03/87 - NAPCO - Prom Programming (8 Hours)
Michael Scott Fox
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EXPERIENCE:
10/06-06/09
ADT SECURITY SERVICES, FORT MYERS, FLORIDA
SERVICE DEPARTMENT
Troubleshooting and repair of residential, small business and commercial security systems in a timely manner as to reduce overtime on the call. Repaired damaged wiring and/or equipment as needed and keeping the customer informed through the entire process. If systems needed to be replaced, contact would be made to sales to get involved. All calls were placed on test and tested through to the central monitoring center to verify communications regardless of the type of call. Any and all documentation/signatures and payment collected, were well documented and brought back to the main office. As all calls were completed for the day, the local office and the central monitoring center would be notified, that I would look to take on more work. Saturdays and Sundays were also options for customers who could not make a daily appointment.
First time fix, efficiencies, and productivity were goals that could be reached by performing at a high level.
INSTALLATION DEPARTMENT
Installation, troubleshooting and repair of residential, small business, and resale security systems. Working closely with the sales team members on each installation thereby reducing ambiguity and placing the customer in an awkward position.
Walking every job with the contract in hand going over every detail as to not miss the expectation of what was to be performed. Thoroughly examining each home during the walk through to see if areas were missed to add devices to put the customer in a “peace of mind” state.
Starting jobs very early, and/or working late, Saturdays, Sundays was as needed to meet customers expectations and exceed them when the installation was completed.
Contact would be made to the sales representative and/or the sales manager when a customers expectation did not match the sales contract in order to clear differences and make the installation happen rather than have the customer cancel.
Having the installation exceeding the customers expectation meant more referrals for the sales teams thereby creating relationships and building sales.
Used by the service department from time to time to pick up and assist on last minute and requested calls.
Michael Scott Fox
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4/06-9/06
TRANSEASTERN HOMES, FORT MYERS, FLORIDA
SUPERINTENDENT
Reporting to the project manager in the new home construction of 324 multi-family homes. Directly put out a two week schedule to all subcontractors in detail ensuring work completion; to a satisfactory level, on time for all inspection dates which have had to be met. Walked each unit detailing a punch list and faxed, copied to each of their bins, and placed in each unit for all to see, to ensure all items are completed within 48 hours.
Reviewed each unit in detail immediately prior to homeowner walk- thru and closings. Participated in a detailed quality control walk-thru immediately after the walk-thru orientation. Performed and or scheduled all warranty work in a timely manner, when requested by the quality assurance team. Ordered and checked in all appliances. Ordered all custom kitchens and countertops well in advance assuring a timely delivery and quality installation. Checked all work from all subcontractors following up that work and material sold by the design center, and under the customers expectations were completed on time for certificate of occupancy and budget dates were met. Held weekly in-office and field meetings with all subcontractors outlining expectations of dates for completion and job performance. Performed job site safety surveys with OSHA representative weekly maintaining safety regulations.
9/04-1/06
SYSTEMS INTEGRATORS, FORT MYERS, FLORIDA
OPERATIONS MANAGER
Directly reported to the COO on a daily basis. Responsible for overseeing a highly skilled team of fifteen technicians in the complete low voltage design, wiring, and trim out in all new construction of: security, phones, cable, internet access, intercom, cctv (Grey-Fox) CAT5E, structured wiring, central vacuum, home theater; surround sound as well as retro work. Worked directly with all staff in the design center; sales, director of purchasing, design center manager in compliance to assist in all design with and without potential clients and new home buyers. Managed multiple job sites and developments which consisted of superintendents, assistant superintendents and project managers regarding their schedules of pre-wires and trim outs. Attended builder meetings for all subcontractors to ensure schedules were correct for scheduling correct manpower. Fleet, inventory, tools,
Maintaining ongoing positive relationships with vendors remained key for shipping and receiving purposes.
Hiring, firing, writing performance evaluations, and contributing to the success of the company by developing schedules for on call rotation as well as a “ hands on” “getting the job done” for the builders and customers.
3/03- 9/04
ADT SECURITY SERVICES, FORT MYERS, FLORIDA
INSTALLATION MANAGER (RELOCATED/TRANSFERRED)
Immediate responsibilities were to thoroughly investigate and repair, through all means; high turnover, low morale, high attrition, poor margin performance, human resource issues, and low productivity. This branch was ranked at 112 out of 119 districts and the expectation was to transform a poorly run operation into a conducive well organized office. In just under 11 months, through progressive hands on management, which included daily attendance in all sales meetings, this once failing office propelled itself into the top ten; ranked at ten. This was accomplished with the assistance of each team member having expectations and daily goals and targets put forth to them.
Michael Scott Fox
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Installation: Coordinator and permit coordinator, twenty technicians, and subcontractors were direct reports. To oversee the installations, add-ons, re-sales, and activations on new and existing high volume and custom homes. Small business and commercial installations.
Fleet maintenance, vehicle static stock and warehouse inventory, writing performance evaluations, hiring and firing. Ensuring the branch was in compliance with Sarbanes/Oxley and OSHA standards Raised internal audit scores to the highest level it had been by auditing all time tickets for payroll and overseeing the ordering of all parts per job for better margin and profitability performance. Spot field/ride checks ensured complete customer satisfaction and to assist on difficult installations.
2/01- 3/03
ADT SECURITY SERVICES, GAITHERSBURG, MARYLAND
INSTALLATION/SERVICE MANAGER
Responsibilities included managing the daily activities of fifty-two installation and service technicians, and three supervisors. Awarded “Circle of Excellence Manager of the year 2001” for best performance in install and service.
Service: Directly reported to the General Manager and Regional Service Director by overseeing the completion of daily work orders and all billing for time and material. Daily review of ticket backlog for residential, commercial, and national accounts allowing for less than a two day response on residential calls, twenty-four hours on commercial calls, and some national accounts, and a four hour response to high profile accounts. Scheduled and held training classes on new and existing products in order to maintain diversity throughout the team. This training was essential to new and existing employees who may have never had the opportunity to see the product. The false alarm reduction rate declined by thirty-two percent because of the training. Held bi-weekly meetings with the Service Supervisor in the review of resale, add-ons, accounts receivable, material purchases and returns. Held monthly meetings recognizing top performers who met and exceeded targets. Monthly fire alarm inspection quotas were always met with a ninety-six to a one hundred percent completion.
Installation: Directly reported to the General Manager and Regional Installation Director. Oversee the coordination of residential, core commercial, and small business installation. Conducted meetings on monthly and quarterly basis. Communicated current installation policies and procedures, techniques, and relayed information on new sales promotions. Training, motivating, mentoring and coaching in and out of the field. Implemented a process to clearly define and outline missions, objectives and targets so profitability goals can be met. Developed a high impact, high volume team while going through a major acquisition by recruiting highly experienced personnel. Recruit, coordinate, and monitor all subcontractor usage on any job particularly on larger government installations with an excess of one hundred hours or more. Reviewed all invoices, disputes, forecasts, monthly and quarterly expenses, and the random auditing of weekly time tickets. Initiated a new and exciting incentive program for all technicians that maximize efforts on all up-sells or add-ons thus maintaining a seventy-five percent ADSC ratio for core commercial, and a seventy-three percent ADSC ratio for residential installation on a budgeted seventy percent or better. Assisted the sales teams in improving job estimating by ensuring that site surveys, drawings, unusual conditions, or unusual customer expectations were clearly communicated to the installation departments. Prepared semi and annual performance reviews, and progress reports. Assisted in the delegation and dispositions of issues in the dispute management system at the local SSO and higher levels. Maintaining a ninety-two percent average closing on all phone sale installations due to the scheduling availability of installation technicians. Key measurements would include margin performance, overhead cost reduction, ADSC ratios, net payback, manpower growth and development.
Michael Scott Fox
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5/98 – 2/01
GUARDIAN PROTECTION SERVICES, PITTSBURGH, PENNSYLVANIA
REGIONAL OPERATIONS MANAGER, PLYMOUTH MEETING, PENNSYLVANIA - 2/00 – 2/01
Responsibilities include all of the prior Operations Managers duties including assistance in the consolidation of the New Jersey offices into the Pennsylvania facility. Maintaining sole responsibility for all daily activities related to installation, service and inventory control for 35 employees and sub-contractors throughout New Jersey and Pennsylvania. Effectively managed personnel operating from their homes and in the expedition of inventory necessary for the technicians to perform their jobs at maximum productivity. Weekly and monthly installation forecasting, in addition to service profit and loss showing consecutive production and a low attrition rate sustaining a branch average of a constant 90% or better average. Review and approve all installation, service operation expenditures within budgeted guidelines. Implement and design blueprints for burglary/fire alarm systems that require the proper Authority Having Jurisdiction look over and approve. Coordinates installation pre-wiring and trimouts for several new and existing developments with numerous builders under a structured builder program.
OPERATIONS MANAGER, BURLINGTON, NEW JERSEY - 5/98 - 1/00
Solely responsible for all daily activities related to installation, service and inventory control. Weekly and monthly installation forecasting showing consecutive production and keeping branch in the top third out of twenty offices. Reviews and approves all local municipal and township ordinances related to electrical and fire permits and licensing. Hands-on instruction to employees in installation and service guidelines. Demonstrate great concern for customer service generating an open communication. This allows for complete customer satisfaction, which mostly leads to referrals. Leading the installation/service teams to show a highly motivated attitude of quality control of all products installed. Recruiting dealerships to be part of the growing New Jersey/Delaware regions. Assist in the training of sales staff. Handle leads for the sales department, whether company distributed, as well as creating self-generated leads. In charge of hiring, firing, writing performance evaluations. Supervise the ordering of branch materials for sales, telemarketing, installation, service, parts and equipment.
12/96 - 2/98
SECURITYLINK FROM AMERITECH, MOUNT LAUREL, NEW JERSEY
INSTALLATION MANAGER
Responsible for all daily activities of the operating departments including installation, service and inventory control. Develops, controls and maintains operating budgets and reporting. Resolves technical problems as they relate to sales, service and installation. Provides final approval of new sales work orders as it relates to the technical ability of the branch. Reviews installation and service activities on a regular basis to insure quality of work and customer satisfaction. Reviews and approves all local branch service and installation operating expenditures within budgeted guidelines. Coordinates Sales Department needs within various operating departments. Monitors training needs and requirements of all operations personnel.
Michael Scott Fox
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2/94 - 11/96
SLOMIN'S INC., HICKSVILLE, NEW YORK
FIELD/BRANCH OPERATIONS SUPERVISOR OF SOUTHERN N.J. BRANCH - 1/95 - 11/96
Directly responsible for the supervision of thirty employees. Effectively and successfully proficient in handling vast areas of Southern New Jersey, Pennsylvania and Delaware. Responsibilities include job scheduling, production, quality and inventory control. Handle inspections and service of all company vehicles. Assistance in technical support to all installers and servicemen. Prepared training classes for installation, service and sales departments. In charge of interviewing, hiring and writing performance reviews on a regular basis.
Through progressive hands-on instruction of alarm systems, transformed branch that had a high turnover, low morale, and poor reputation for customer service, to reduce turnover from 35 percent to eight percent within seven months. Response time to down systems was also reduced from six hours to two hours.
Supervise the installation and troubleshooting of burglar, fire, and holdup alarm systems. Perform quality control inspections when installations do not meet customer specifications. Work closely with installation department to discover if fault was in original design, or by direct cause of installation and correct the situation to be satisfactory.
Developed and wrote training manuals highlighting troubleshooting, installation and customer relation techniques. Streamlined policies and procedures to create a more progressive work schedule. In 1994, other branch supervisors and upper management experienced better results and received enthusiastic potency from their employees and trainees. Established a highly competent staff, demonstrating great concern for customer service, leading to a significant reduction in customer complaints.
FIELD/BRANCH OPERATIONS SUPERVISOR OF NORTHERN N.J. BRANCH - 4/94 - 1/95
Directly responsible for the supervision of fifteen employees in the installation and servicing of burglar, fire, and holdup alarm systems. Highly successful in training, planning, and increasing morale with great productivity that department officials accredited a transfer to a sister branch. Through extensive cross- training and hands-on supervision overtime was reduced significantly. Established a total quality program at this branch that inevitably led to the excellent production of the Southern New Jersey branch.
INSTALLER/TROUBLESHOOTER - 2/94 - 4/94
Installation of burglar, fire, and holdup alarm systems. Assisted other installers and service personnel in technical and hands-on support. Troubleshot and inspected existing systems to convert to company's. Proficiently designed custom installations on commercial projects and difficult residential homes. Called on occasion to handle difficult and irate customers.
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