| Area of Expertise | 25 Years of Law enforcement, Security Management, Emergency Management Operations, and 9 years in Real Estate Facility Services Operations. |
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| About Me | I serve on the Integrated Facilities Management (IFM) team at JLL, dedicated to the Capital One account as a Senior Director. As Operations Manager of the Global Facility Service Center (GFSC), supporting UnitedHealth Group's global Real Estate Services (RES) portfolio. It provides building maintenance and critical facilities support for the United States, United Kingdom, Puerto Rico, Brazil, India, Philippines, and parts of Canada. It extends necessary facilities support to other various international locations. I manage the GFSC 24/7 operations, and personnel is in the Americas (Connecticut and Minnesota) and APAC (India and Philippines). GFSC helps UHG employees and contractors by supporting work orders created to track work output in support of building operations. It also acts as a coordination and communication hub during business disrupting incidents. I have leadership and command of Smartsheet engrained throughout GFSC operations and contributing members to several of our client's large initiatives. |
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| How I Use Smartsheet | I have expanded the Facility Service Center from a US based operation to a global organization. In doing so, he meshed our India and Philippines account-dedicated Help Desks into the Global FSC. Operational command coupled with the utilization of Smartsheet enabled operational consistency across multiple, global operations centers. Global FSC Project Plan – comprehensive activities tracker and Gantt Chart informing the all member of the project key delivery dates and milestones. Training & Incident Process Maps – Adapting US FSC Operations with Global FSC operations to ensure all FSC Agents, regardless of country of operations, can support our client in a constant fashion. Use of the same applications and trained on similarly applying those applications are critical to global operational consistency. Global FSC Executive Dashboard – driving operational reporting through Smartsheet allows the Global FSC team to share key metrics and reporting with our client and account team. Volume analyses, staffing and other KPI are essential. Smartsheet has given operational transparency allowing Global FSC Agents to be a part of the operations and organically gives the team ownership, understanding and awareness around our operations. |
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| Linkedin | linkedin.com/in/luis-rosa-4401b621 |
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