Therese Wood

10225 Heritage Lane, Glen Allen, VA 23060 * (804)314-8410

Qualifications Summary
Results oriented Facilities Management professional experienced in managing crit
ical property for a leading telecommunications company. Proven commitment to qua
lity, customer service, and getting the job done on time in a fast paced, cost c
onstraining environment. Highly respected as a leader with a positive attitude.
Managed, trained, motivated, and mentored a diverse, unionized work group. Self-
starter with strong work ethic and attention to detail. Highly organized with pr
oven ability to multi-task, plan, and manage projects. Recognized for relationsh
ip building, diplomacy, and creating a positive customer experience.
Experience Highlights
Manager - Real Estate Operations, Facilities Management, Verizon 2007 - 2010
* Managed a portfolio of critical building infrastructure ranging from 4-7M GSF;
these buildings included central offices, remote controlled environment vaults,
administrative buildings (which included call centers), and garage work centers
.
* Led a team of over 100 supervisors, associates, contractors, and vendors to en
sure preventive maintenance routines, repair & maintenance issues, house service
issues, and emergency capital replacements are addressed with the appropriate s
ense of urgency, timeliness, within budget, and at best cost / quality.
* Ensured all key performance indicators and customer service results were met o
r exceeded and gained input from key stakeholders by utilizing clear, effective
communication on all levels.
* Met with citizens, government officials, tenants, senior management, team memb
ers to ensure all ordinances were met and develop / enhance community relationsh
ips.
* Managed $100M budget and successfully reduced expenses by 10% year over year.
* Identify capital equipment needs and schedule / submit for budget replacement
as required.
Manager - Real Estate Operations, Business Operations Support, Verizon 2006
* Managed district support staff who were responsible for tracking district capi
tal and expense budget and reporting accurate MTD & YTD results.
* Led the district technical support team to resolve complicated facility manage
ment issues.
* Direct district contract management to ensure all contractors met corporate an
d legal requirements; worked to ensure best cost / quality was attained; worked
with corporate sourcing to develop RF&Ps for contracts being put out to bid.

Manager - Network Operations, Operations Support, Verizon 2003 - 2006

* Managed a district support staff for an organization of 700 employees.
* Administered a $40M district expense and capital tools budget through a cost c
onstraining and force downsizing environment.
* Championed district absence administration, reducing absenteeism by 28% year o
ver year.
* Led a cross-functional team to improve the management of critical spare equipm
ent inventory. Developed a WebClass to educate management and associates on the
impact on barcoding from non-compliance.
* Planned a Director's Coaching Circle to help develop newly promoted front-line
supervisors.
Supervisor - Network Operations, Central Office Operations, Verizon 2003
* Supervised 8 Central Office Technicians in the maintenance and provisioning in
eight central offices.
* Responsible for all vendor installation activity, ensuring Methods of Procedur
e (MOPS) were adhered to.
* Responsible for the successful equipment and software upgrades, meeting key pe
rformance indicators, having a working knowledge of same, and communicating obje
ctives / results to the team on a regular basis.
* Developed a contingency worker's training guide to be used in the event of a w
ork stoppage.
* Managed disaster recovery efforts in the aftermath of Hurricane Isabell with n
o major outages.
Supervisor - Network Operations, Network Provisioning Center, Verizon
2000 - 2003
* Supervised a team of 15 Central Office Technicians that served as a help desk
to resolve provisioning issues within the backbone network
* Partnered with the training organization to develop several courses for key cl
ient organizations, thus reducing the call volume to the help desk and allowing
for a head count reduction of 12%.
* Selected to be a district representative on the Mid-Atlantic Diversity Council
; a team focused on increasing diversity awareness through training and action.
Education & Training
University of Phoenix, Master of Business Administration (2005)
Averett University, Bachelor of Business Administration (1996)

http://www.linkedin.com/pub/therese-wood/25/1b9/35b