Summary
Overview
Work History
Education
Skills
References
Awards
Languages
Timeline
Generic

Fausto Lozada

Stratford

Summary

Accomplished Manager with expertise in leading teams within mission-critical support settings. Skilled in managing incident escalations and optimizing operational processes, resulting in significant reductions in resolution times and consistently high customer satisfaction. Engages effectively with stakeholders to ensure seamless operations and drive continuous service enhancements.

Overview

25
25
years of professional experience

Work History

Support Manager-Critical Systems Support

FedEx Corporation
Stratford
04.2022 - Current
  • Lead and develop a high-performing team within a mission-critical 24/7 support environment, ensuring seamless operations across FedEx Ground/Surface for over 50,000 employees.
  • Manage major incident escalations, coordinating real-time communications and recovery efforts with cross-functional IT, business, and vendor units during system outages.
  • Spearheaded process improvements that reduced median ticket resolution time to under 1.5 hours in FY23, FY24, FY25, and FY26.
  • Maintained customer satisfaction survey scores at 99.3% or above in FY23, FY24, FY25, and FY26 through continuous service refinement, stakeholder engagement, and user-centric support strategies.
  • Introduced standardized incident response protocols and communication templates, enhancing team response time and clarity during high-impact events for improved recovery.
  • Acted as primary liaison for planned system maintenance, aligning impact assessments and mitigation plans with key business and IT stakeholders to minimize disruption.
  • Mentored team members in crisis management and communication best practices, fostering accountability and continuous improvement in operational excellence.

Regional Manager (GULF)-Critical Systems Support

FedEx Ground
Austin
08.2020 - 03.2022
  • Delivered optimal Critical Systems support to enhance operational performance at FXG stations.
  • Resolved technical issue escalations for CSS and stations to minimize downtime and improve service delivery.
  • Collaborate with cross-functional teams to achieve successful system roll-outs.
  • Conduct ongoing training and coaching for CSS Specialists.
  • Cultivated a diverse and inclusive work environment to boost employee engagement.
  • Create field-facing content related to Critical Systems.

Dynamic Route Optimization Lead

FedEx Ground
Austin
09.2019 - 07.2020
  • Led implementation of delivery route optimization application for FXG Service Providers across multiple FXG stations in U.S. and Canada.
  • Managed remote and on-site operations of 12 DRO Specialists nationwide.

Pickup & Delivery Manager

FedEx Ground
Austin
11.2013 - 09.2019
  • Managed day-to-day operations of FXG facilities in ZSTF 68 & ZSAU 786, ensuring efficient workflow.
  • Monitored and assessed safety results with employees and service providers to uphold safety standards.
  • Exceeded FXG station KPI metrics and maintained them throughout the year.
  • Developed and nurtured strong business relationships with service providers to enhance collaboration.

Operations Manager

FedEx Ground
Stratford
08.2006 - 11.2013
  • Managed a safe unload operation at local FXG facility.
  • Trained and hired new employees.
  • Achieved goal for total labor hours and efficient dispatch.

Petty Officer 3rd Class

United States Navy
Norfolk
01.2001 - 01.2007
  • Assisted Senior Officers on a U.S. Navy ship with navigation tasks.

Education

BS - Business Administration Management

Purdue Global University
09-2024

AS - Business Administration

ITT Technical Institute
Bridgeport, CT
05-2008

Physics/Mathematics

Andino Institute
Quito, Ecuador
06-2000

Skills

  • Leadership
  • Employee Engagement
  • Effective Communication
  • Critical thinking and problem solving
  • Technical Skills
  • Interpersonal Skills
  • Organizational Skills
  • Positive Work Ethic
  • Bilingual

References

  • Tom Miksch, FedEx Corp, Thomas.miksch@fedex.com
  • Chris Pickett, FedEx Corp, Christipher.pickett@fedex.com

Awards

  • Five Star Award, FedEx Corporation, 06/01/23 - 05/01/24, Awarded a Five Star award for my contributions as Critical Systems Support Manager, FY24.
  • Leadership Excellence Award, FedEx Ground, 05/01/21 - 05/01/22, Awarded Leadership Excellence award (Operations Support & Engineering) FY22.
  • Earthsmart Champion, FedEx Ground, Austin, 04/01/18 - 09/01/19, Achieved Bronze status for station sustainability status. Implemented new recycling process for S. Austin station. Volunteered for multiple local community events (FedEx Cares). Participated in Keep Austin Beautiful school cleanup.

Languages

  • English
  • Spanish

Timeline

Support Manager-Critical Systems Support

FedEx Corporation
04.2022 - Current

Regional Manager (GULF)-Critical Systems Support

FedEx Ground
08.2020 - 03.2022

Dynamic Route Optimization Lead

FedEx Ground
09.2019 - 07.2020

Pickup & Delivery Manager

FedEx Ground
11.2013 - 09.2019

Operations Manager

FedEx Ground
08.2006 - 11.2013

Petty Officer 3rd Class

United States Navy
01.2001 - 01.2007

BS - Business Administration Management

Purdue Global University

AS - Business Administration

ITT Technical Institute

Physics/Mathematics

Andino Institute

Similar Profiles

  • Tracie StringerTracie Stringer

    Spec. Assign. Critical Systems Support Specialist at FedEx Express CorporationSpec. Assign. Critical Systems Support Specialist at FedEx Express Corporation

  • Aaron HilburnAaron Hilburn

    <ul><li>Led a team of 16 personnel in executing electronic warfare operations, ensuring real-time intelligence collection and analysis.</li><li>Conducted threat analysis and provided critical SIGINT support for deployed units, enhancing force protection and situational awareness.</li><li>Managed and maintained advanced Cryptologic and Electronic Warfare Systems, ensuring force protection and situational awareness.</li><li>Developed and conducted training programs for junior sailors, improving team proficiency and mission effectiveness.</li><li>Coordinated with joint and allied forces on intelligence-sharing initiatives, enhancing operational cooperation and mission success.</li><li>Successfully executed two deployments, operating in dynamic and challenging environments while supporting combat and reconnaissance missions.</li><li>Authored intelligence reports and briefings, delivering actionable insights to senior leadership and decision-makers.</li><li>Ensured strict compliance with cybersecurity, OPSEC, and classified material handling procedures.</li><li>Focused the efforts of EW systems, both air and ground, against adversary personnel, facilities, and equipment with the intent of degrading, disrupting, neutralizing or destroying enemy capabilities.</li><li>Integrated EW into the targeting and planning process and assisted in the development of the enemy EW order of battle, EW target information and products, intelligence, and target selection standards.</li></ul> at US NAVY<ul><li>Led a team of 16 personnel in executing electronic warfare operations, ensuring real-time intelligence collection and analysis.</li><li>Conducted threat analysis and provided critical SIGINT support for deployed units, enhancing force protection and situational awareness.</li><li>Managed and maintained advanced Cryptologic and Electronic Warfare Systems, ensuring force protection and situational awareness.</li><li>Developed and conducted training programs for junior sailors, improving team proficiency and mission effectiveness.</li><li>Coordinated with joint and allied forces on intelligence-sharing initiatives, enhancing operational cooperation and mission success.</li><li>Successfully executed two deployments, operating in dynamic and challenging environments while supporting combat and reconnaissance missions.</li><li>Authored intelligence reports and briefings, delivering actionable insights to senior leadership and decision-makers.</li><li>Ensured strict compliance with cybersecurity, OPSEC, and classified material handling procedures.</li><li>Focused the efforts of EW systems, both air and ground, against adversary personnel, facilities, and equipment with the intent of degrading, disrupting, neutralizing or destroying enemy capabilities.</li><li>Integrated EW into the targeting and planning process and assisted in the development of the enemy EW order of battle, EW target information and products, intelligence, and target selection standards.</li></ul> at US NAVY

  • Tracie StringerTracie Stringer

    Spec. Assign. Critical Systems Support Specialist at FedEx Express CorporationSpec. Assign. Critical Systems Support Specialist at FedEx Express Corporation

  • Ubaid MehrajUbaid Mehraj

    Software Developer/Engineer, Network Administrator, Systems Administrator, Database Administrator (DBA), IT Security Analyst, DevOps Engineer, IT Support Specialist, Executive Assistant, Administrative Assistant, Paralegal Assistant, Office Clerk, Admin Coordinator, Office Manager, Program Manager, Business Analyst, System Analyst at Think Next Private LTDSoftware Developer/Engineer, Network Administrator, Systems Administrator, Database Administrator (DBA), IT Security Analyst, DevOps Engineer, IT Support Specialist, Executive Assistant, Administrative Assistant, Paralegal Assistant, Office Clerk, Admin Coordinator, Office Manager, Program Manager, Business Analyst, System Analyst at Think Next Private LTD

CREATE PROFILE
Fausto Lozada