Suzanne Wolf
College Station,TX
Summary
Facilities Management Professional Facilities management professional with proven record of streamlining and improving critical processes and programs. Experienced Manager with experience for administrative services, operation/facilities management, safety, and strategic partnerships. Strong background performing site ground inspections to ensure compliance with federal guidelines, evaluating compliance with city codes and overseeing stringent process maximization and control initiatives. Proven ability to lead, control and direct complicated project constructions from inception to completion. Strong expertise reviewing engineering plans, evaluating contractor progress, and ensuring projects in strict accordance with written plans and specifications. Leveraged technical skills to ascertain organization structure required to meet the operational effectiveness of organization to best serve needs of stakeholders. In-depth expertise overseeing site services, building systems, utilities, maintenance of facilities, and management functions for operations. Able to conduct strategic analysis to formulate highly successful tactics for asset disposition. Articulate communicator; skilled in relationship building with expertise in quality management and resource allocation, site safety, and client satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Call Center Deployment Manager
Vangent
- Inc
- Subcontractor - Call Center Site Deployment Manager for the CMS Program
- Phoenix Call Center Consolidation Subcontractor - Phase 2 Project Manager
Subcontractor
Vangent, Inc, S
01.2010
Facilities Senior Manager
Maximus, Inc
Reston, VA
12.2018 - 11.2020
- Oversaw PMO, Call Center Deployment, and Site Security Certification Management for 2020 U.S
- Census Program Call Center Sites
- Planned and managed executive site security controls and security incident reporting, closeout, risk, issue, and change management reporting for physical facility management
- Monitored integrated facilities deployment schedules with IT, Program, Workforce Management, Facilities Site Teams, and HR Teams for the U.S
- Department of Commerce
- Led implementation and certification of all Call Center Site security measures
- Directed and completed transitions of the seven (7) Call Centers from General Dynamics to Maximus, Inc
- For all ongoing and new Call Center Sites usage
- The fit-ups and costs of these projects is not an expense I can disclose
- In the Millions would be all I can say about this work.
Program
U.S. Census, United States of, S. Census Bureau
Washington, DC
01.2011 - 01.2020
- America working for Maximus, Inc
- Call Center Build and Facilities Management - U
- Ensured management office integration the Department of Commerce Office of Information Security (OSY) by managing site physical environmental (PE) security controls for call center site build out’s and assisting program oversite for call center sites
- Collaborated with Call Center Site Teams and the Department of Commerce f - Office of Security (OSY) Certification and Program audits for the U.S
- Census 2020 Program (USCB 2020)
- Supported USCB 2020 Program site closeout validations and decommissioning for Telephony Call Centers and PMO sites
- Identified Call Center Sites for USCB by fitting-up sites managing sites to achieve the highest level of customer and staff satisfaction at end of Program
- Awarded highest level client satisfaction by the U.S
- Census Bureau for the 2010 and 2020 U
- S
- Census Bureau.
Facilities Senior Manager
General Dynamics Information Technology
Reston, VA.
07.2014 - 12.2018
- Delivered backup leadership support for Facilities Director to manage new program site build outs
- Conducted effective team training sessions on GDIT standards, policies, and protocols
- Facilitated GDIT Security Teams on C-Cure Site Security Systems rollout for call center sites across the U.S
- And Canada
- Evaluated facilities management reports based on headcount, site financials, and project schedules
- Responded to facilities team calls for discussing GDIT transition news, team issues, project and site updates
- Liaised with GDIT EHS leadership to resolve site audit non-conformance(s), incident management, and site OSHA compliance
- Collaborated with site/program crisis management teams to prepare pending storms/inclement weather alerts or harmful threats to site and/or personnel
- Ensured site compliance with CCO program business continuity plan, core of responsibility, secure floor policy, and emergency preparedness plans
- Created and implemented decommission plans for Alternate Sites as designated by the program and facilities leadership
- Delivered facilities support for CCO Program across 15 Call Center Sites under CCO contract and supported all GDIT Program pursuits across Call Center Business Units including U.S and Canada Business Units
- Established three new Call Center Sites for expansion with GDIT, managed facilities for all sites, and supported with security plans during new onboarding of all new staff
- Contributed in facilities interviews of new staff for Waco, TX; Lynn Haven, FL; Bogalusa, LA; Hattiesburg, MS; Winchester and London, KY; and Sandy, UT site
- Managed security for all Call Center sites 24x7 and liaised with site leadership to maintain Facilities and Staff to avoid issues and keep site safe, clean and open 24x7 for Government Clients.
Facilities Senior Manager
General Dynamics Information Technology, S. Sites
05.2013 - 06.2014
- Coordinated with general contractor for Waco, TX reconstruction project and oversaw consequent fit-up of the site
- Collaborated with GDIT EHS leadership to resolve site audit non-conformance(s), incident management, and site OSHA compliance
- Delivered assistance on the transition of Vangent Property Management to the GDIT Inventory Finance System for all existing leased/purchased desktop/laptop computers and large printer assets located in current or new Vangent call centers/offices
- Led project management support for six existing CCO call center redeployments and build-out/fit-ups of six new sites and three alternate sites
- Managed four month reconstruction of the new Waco, TX site and the two month fit-up of the new alternate Houston Site
- Delivered leadership for the Houston, TX alternate call center site for the CCO Program
- Hired all contractors for Houston site and contributed in Facilities interviews of all new staff for Waco, TX; Houston, TX; Lynn Haven, FL; Bogalusa, LA; Hattiesburg, MS; Winchester and London, KY; and Sandy and Layton, UT sites.
Facilities Project and Implementation Manager
Vangent, Inc, Federal Call Center Company, U
Reston, VA
05.2011 - 04.2013
- Led project management process for new and existing programs across company program portfolio including Health and Human Services, Education, Labor, State, and Defense departments
- Provided support to facilities director with real estate searches for new program portfolio sites
- Collaborated with program and facilities teams to create capital acquisition requests (CAR), enabling funding for capital projects
- Oversaw procurement to resolve vendor quote issues with new and existing projects
- Evaluated team performance and updated facility service level agreements
- Led facilities management team to prepare standard statements of work for potential Vendors
- Conducted call center internal/external ISO 9000 and customer program led security audits through corrective action reporting and implementation resulting from audits
- Monitored risk and issue management in conjunction with BCC Program Business Continuity Team
- Contributed in proposal development for Beneficiary Contact Centers (BCC) Program
- Deployed 315-seat call center for the Federal Student Aid (FSAIC) Program in Hattiesburg, MS
- Established 130-seat call center in Las Cruces, NM for Consumer Finance Protection Board (CFPB) Federal Program
- Delivered PM oversight for move of the FEBI Program in Washington, DC with Facilities Team Lead and IT
- Oversaw refurbish, build outs, and moves for Buccaneer Systems across West Des Moines, IA; Silver Springs, MD; Warrenton, VA; and Owings Mills, VA
- Worked with new business capture team’s proposal development and existing program re-contracting efforts as a facilities subject matter expert including USCIS – new contract proposal; CDC-Info – re-contract proposal.
Education
no degree -
University of Houston
Skills
- Strategic Planning & Analysis
- Revenue / Profit Improvement
- System Management
- QA / QC Implementation
- Job Site Work & Safety Rules
- Facilities Leadership Management
- Operation & Maintenance Support
- Staff Recruiting & Supervision
- Project / Program Management
- Management Operating Systems
- Best Practice Implementation
- Client Acquisition / Retention
- Process Improvement
- Staff Development / Leadership
- Motivational Team Leadership
Certification
Seibel 7.0 Certification
SAP R/3 Certification
Curam 3.0 Certification
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Timeline
Facilities Senior Manager
Maximus, Inc
12.2018 - 11.2020
Facilities Senior Manager
General Dynamics Information Technology
07.2014 - 12.2018
Facilities Senior Manager
General Dynamics Information Technology, S. Sites
05.2013 - 06.2014
Facilities Project and Implementation Manager
Vangent, Inc, Federal Call Center Company, U
05.2011 - 04.2013
Program
U.S. Census, United States of, S. Census Bureau
01.2011 - 01.2020
Subcontractor
Vangent, Inc, S
01.2010
Call Center Deployment Manager
Vangent
no degree -
University of Houston