Stephen Bruns

Experience

• 

  Cablevision

  Nov 1998 - Aug 2013

  Manager Level II IT Field Services

  Responsible for providing highly professional, customer focused and responsive level II IT support and project management for all Cablevision owned companies in New Jersey and Manhattan. These businesses included: Cable Operations, Lightpath, Cablevision Media Sales, Clearview Cinemas, The Wiz, Rainbow Media, Newsday, and Madison Square Garden. Area of responsibility included over 4000 networked and non-networked PCs, laptop and Macs, and over 3000 wireless devices and tablets in sixty different locations.• Managed a team of Field Service Analysts, providing positive approaches to resolving service requests. Developed staff’s problem solving abilities and routinely improved processes to increase efficiency and customer satisfaction. Challenged and motivated my staff to complete project work along with business as usual work; resulting in saving to the company of over $100,000.00 per year.• Continuously improved request resolution process, exceeding service level agreements; for over 1400 requests per month.• Developed metrics and reports so that request resolution and service level agreements with the individual businesses could be monitored and managed enterprise wide. Developed strategy to manage Cost of Service and Total Cost of Ownership enterprise wide; including developing a remote support strategy to reduce the cost of supporting all Cablevision locations.• Effectively managed IT projects with full accountability for projects enterprise wide including software deployment, department reimage requests and local projects such as department moves. Oversaw planning, budget, resource management and project implementation. Show less

• 

  WW (formerly Weight Watchers)

  Sept 2014 - Jun 2020

  Manage teams responsible for IT support for over 16,000 Retail Operations employees in over 850 retail locations, residing in 8 international markets. Manage teams responsible for IT support for over 13,000 Field Operations employees in over 750 retail locations.

  • Sr Manager Global Retail Support

    Jan 2020 - Jun 2020

  • Manager Retail Support

    Sept 2014 - Dec 2019
• 

  Health Monitor Network

  Jun 2020 - Aug 2021

  Sr Director Service Operations

  Directed teams responsible for service operations of 40,000 android digital posters located in medical offices. These teams include Customer Engagement, Field Service, Dispatch, Quality Control and Logistics / Asset Management.Responsibilities: Managing engineering partnerships, full time staff and outsourced vendor partnerships.Ensuring customer escalations are handled promptly and properly. Providing guidance to the senior leadership team.

• 

  HCL Technologies

  Sept 2021 - Jul 2023

  General Manager / FSO Region Head for the Americas

  Build and manage new delivery team responsible for managing onsite support resources for HCL’s customers in the Americas region. Managed region consisting of 300 staff members.Engaged in major RFI/RFP negotiations.Worked on regional and global initiatives to drive service consistencies and costs.Built strong partnerships with all HCL customers / business partners.Built strong partnerships with all third-party partners.Owed all account KPIs and SLAs in the region.