Bruce Kreutzer

Coordinate and collaborate with IT support to assess issues with application downloads to Field Technicians cell phones, laptops and tablets. Strong analytical problem solving and decision making skills. Excellent verbal and written communications with Field Operations team for correct downloading procedures. Gateway for adding access to additional teams to various critical systems. Ownership of trouble queue setting priorities and assigning work to expedite outages. Off hours emergency availability to manage system outages.

Managed a team of 14 PMI certified PMs working on multiple VIP accounts to drive success.

Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.

Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.

Coordinated and collaborated with Sales Engineering and Sales Project Managers to keep project on timelines.

Teamed with Field Operations Domestic and Internationally with driving first time dispatch proficiencies. Removed obstacles and detailed process moving forward to prevent unproductive work.

Created emergency planning to prevent service outages during installation and cutovers.

Hired and managed a wiring vendor to extend the wiring from the telco demarc to the customer telco room.

Teamed with Sales Product Managers for certification funding for Cisco, Juniper and Avaya (bought Nortel) to drive up levels of certification in the field to maintain "Gold" level equipment discount status.

Hired and managed a training Vender, Global Knowledge, to provide regional training boot-camps to increase the level of highly certified Technicians in the field.

Gathered data about course success and participant experiences to help with future course planning.

Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

Created online Field Operations training guides for Cisco, Juniper and Avaya to provide an outline for field managers and supervisors to follow.

Excellent verbal and written communications skills were used to guide the field Directors, managers and supervisors on why this training was needed and what it did for the company as a whole.

Managed a team of 6 Field Operations Supervisors with a total headcount of 85 technicians (management and union employees) supporting multiple business customers, performing installation and maintenance of Customer Provide Equipment.

Managed a yearly budget of 7 million dollars, always within budget requirements.

Devised strategies to boost customer satisfaction and drive referrals due to excellent service resulting in new customer relationships.

Reviewed company's strategic plans and developed departmental goals and standards to support vision.

Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.

Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.

Excellent verbal and written skills, took ownership and assigned priorities to Staff.

Absence and discipline counseling and witten documentation.

Ensured emergency back-out plans were created and approved and communicated to the field team.

Supervised a team of 15 voice and data engineers installing and maintaining business customer equipment.

Controlled costs, always came in under budget, and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.

Expanded cross-functional organizational capacity by collaborating across Sales, Sales Engineering departments on priorities, functions and common goals.

Performed statistical analyses to gather data for operational and forecast team headcount needs.

Customer sanctification ownership and set priorities for field technicians.

Customers included multiple E-911 centers, Hospitals, School Districts, VIP Business customers and WA state small systems.

Supervised a team of 20 dispatchers who coordinated and collaborated with field technician for installation and repair for residential and small business customers.

Analyzed daily workload and compiled information into present for internal purposes.

Modernized communications systems to improve productivity, reliability and efficiency.

Directed RCA investigations to verify and resolve customer outages due to fiber or copper cable outages.

Maintained updated and detailed records of calls in physical and electronic database.

Responsible for team safety meeting, absenteeism and discipline.