Brian Pace Email & Phone Number

Shelton, Connecticut, United States

Responsible for tactical and strategic leadership of ITSM, ServiceNow Service Delivery/Development, and Franchisee Technology Support for 35K Global Restaurants.

Milford, Connecticut, United States

This position is fully responsible for delivering and evolving excellent Technology Service and Support to Subway Enterprise users and Franchise Operations spanning 20,000+ locations. This position will act as the face of IT and ensures the delivery of excellent CSAT and SLA achievement through partnering with the extended IT team, partners and Vendors.

Greater New York City Area

Think Bridges delivers operational solutions and efficiencies that transform the customer experience through the infusion of digital elements to optimize business processes and enhance service delivery.

Greater New York City Area

Managed upwards of fifteen direct reports and provided strategic direction for a 100+ member global shared services organization that supported 2000+ member contact center. Led teams in the US, Bulgaria, India, and Costa Rica including General Help Desk, Implementations, Training, Quality, Research and Analytics, Service Delivery Performance and Process.

Greater Boston Area

Directed and mentored a team of young service delivery managers and business analysts responsible for $30M in annual revenues within the telecom/broadband vertical. Contact Center and Managed Complex Service Programs were operated out of multiple sites including US, India, and Grenada.Improved program performance through the implementation of a program.

Concord, NH

Led the transformation of a state agency responsible for collection and oversite of $5B in annual tax revenue. Designed a program for the I the NH Department of Revenue Administration (DRA) that would modernized and automated internal processing systems via a $7M capital appropriation. After gaining an understanding of existing internal processes, I.

Manchester, New Hampshire, United States

Identified opportunities and implemented solutions to gain efficiencies and improve the customer experience at the Division and Regional levels (4.2M customers). Opportunities were either presented as a performance issue (missed KPI) or created based on my operational experience and data analytics. More complex opportunities required cross-functional.

Union City, NJ

Implemented new products such as Comcast Digital Voice and Triple-Play Bundles ahead of a national competitors entrance into region. Partnered with Field Operations, Training, IT, Engineering, Marketing and others to successfully launch each of four systems (1.2M customers) within six months. Led the creation of a new support team to enhance delivery of.

Bethpage, New York, United States

Created a five-year network evolution plan inclusive of maximizing infrastructure via the introduction of new technologies. Responsible for managing a team of network engineers that oversaw fiber and head office infrastructure including fiber assignments. Partnered with Cablevision's Research and Development Engineers and Marketing teams to create and.

New York, New York, United States

Managed a team of fifteen contact center engineers in a 24/7/365 environment responsible for B2B and wholesale DS1 services throughout the NY Metro area. Responsible for DS1 service issues - manage incoming calls, open ticket, perform diagnostics, identify service impediment, partner with internal and external teams, and led reparation efforts through to.