Bruce R Cass

act5s1@r.postjobfree.com

Windham, NH 03087 603-***-****

SUMMARY

A proven and accomplished IT Operations Manager with demonstrated leadership skills and Technical Support Knowledge. Extensive Fixed, Mobile and Contact Center Telecommunications Knowledge. Demonstrated skills in Future IT AOP planning, team building, project management and emerging technologies.

PROFESSIONAL EXPERIENCE

Philips Electronics NA, Andover, MA 2002-Dec 2014

Global Leader in Healthcare, Lighting and Consumer Lifestyles Industries.

Senior Manager IT Telecom

Responsibilities & Accomplishments

Managed day to day operations for Network and Telecom activities.

Coordinated Voice Services for all North American Regional Locations 60+.

Responsible for telecommunication finance functions including budgeting, AOP activities, quarterly reporting and cost management.

Managed Support Services for over 8000 mobile end users and 10,000 devices.

Provided Project Management related to Acquisition and Divesture activities.

Responsible for the Support of Multiple Customer Facing as well as internal Contact Centers in North America.

Negotiated vendor contracts along with maintaining SLA agreements.

Selected, Implemented and Managed TEM services for NA Business units.

Represented North America on Global Telecommunications Design Strategy Team.

Consolidated Local PBX Service contracts into one Regional support contract saving over $400,000.00 annually in overall support costs.

Designed and implemented AVAYA Centralized VOIP Tower Platform with Centrally managed Call Center Capabilities and reporting. Deployed to 8 locations in the US in 2014.

Successfully developed an External Mobile Support Helpdesk for North American Market.

Managed both internal FTE staff as well as Technical Contractors and Vendors.

Implemented cost savings programs including: Physical Site Inventories, Phone count and network equipment reductions, Carrier circuit consolidations, Contact Center Systems consolidations. Savings amounting to over $ 500K annually.

Hewlett Packard / Agilent Technologies, Andover, MA 1998-2002

. Global Technology and IT Services Provider (Division Purchased by Philips)

Call Center Systems Engineer

Provided specialized support for Corporate Call Center Systems and applications.

Managed Call Center Statistical Reporting environments.

Responsible for the end-user Desk top and Server Support.

Operating System Contact Center Application Installation and upgrades.

Help develop corporate technical strategies and implementation plans.

Bruce R Cass act5s1@r.postjobfree.com PAGE 2

Watts Regulator North Andover, Ma 1995-1998

Global Provider of Water Technology products.

Senior Network Support Specialist

File Server Administration on Novel and Microsoft Servers.

Managing corporate Email Systems including MS mail and Exchange.

Network Router and Switch Administration: Cisco, HP.

Microsoft desktop application support.

CCR DATA SYSTEMS, Concord N.H. 1984-1995

Regional provider on NCR based POS Systems.

Lead Field Installation and Support Engineer

Responsible for all aspects of Installation, Training and Support of multiple NRC POS Scanning Supermarket Systems Located in Greater New England.

Level 2 technical support to on-site field engineers.

On-site customer training on application software and system recovery.

Field Service Engineer supporting NCR, IBM POS Environments.

Personal Attributes

• Energetic get it done attitude.

• Current with Information and communications technology trends.

• Superior communication and project management skills.

• Exceptional leadership, decision-making, communication and negotiation skills.

• Demonstrated Collaboration and Team Orientated work attitude.

• Excellent Customer Service & People Skills.

EDUCATION/TRAINING

University of Massachusetts Lowell

Pursuing BS Information Systems, Continuing ED (15 Credits remaining).

Computer Technology Certificate Control Data Institute

ITIL Foundation Certified

Novell NetWare CNE

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