Summary

SUMMARY :
A senior Information Technology management professional with over 17 years of Best Business Practice experience. My experience of experiences is varied in management and the Information Technology Infrastructure Library management like ITIL. Various managerial roles with Information Technology and, establishment of change management, incident management and implementation of service desk for the State of Kentucky s Customer Service Call Center .I am a ITIL Certified Practitioner, with professional experience in the following ITIL areas : Change Management, Incident Management, Configuration Management, Asset Management, Help Desk Application and Service Desk Implementation .I have experience with Service Support Tracking Tools and configuration management tools Remedy and BMC software and Frontline-Heat. My desire is to be part of a team oriented, customer service driven organization.

Leader and a Manager
Visionary strategic thinker
Team builder and motivator

Self-directed and self-motivated, works with integrity and gets the job done

Strong customer focus, excellent interpersonal skills
Establishes processes and procedures for the change management system, Incident Management and Service
Desk and configuration management
Project Management, Develops conceptual plans into action, results orient, highly effective

Strong experience in service desk implementation, incident management, change management
Certified ITIL Practitioner and Foundation
Completed ITIL Service Managers Course

Planned and implemented 5 IT Service Desks located in : Washington DC., Frankfort, KY and 3 additional sites in Kentucky. Results : Brought all systems on line and on time. Strongly enhanced the effective, efficient and customer service support role. The latest service desk is the first managed for the state of Kentucky. Planned and implemented Incident and Change Management with the Office of Education Technology.

Full rollout of Wide Area Network system in countywide school district, installation of routers and DSU s. Results : System achieved full operational connectivity for 1100 classrooms and office based workstations at 28 remote sites.

Designed, planned and brought on line the automation of a media library at a Washington, DC-based facility ; utilizing bar coding and electronic moving storage racks, to improve accessibility and tracking of materials and reduce costs. Results : Achieved operating goals in schedule and under budget ; as a result of realignment of services reduced staffing by 2 FTE s for a $55000 annual savings.

Managed a $500000 automation project to minimize human interventions at a global data transmission-processing center. Results : Completed project 90 days ahead of schedule ; minimized energy utilization and centralized computer monitoring of operations ; eliminated over 14 FTE s.

Operated multimillion dollar 7 - day, 24 - hour global data transmission and 2 processing centers in the Washington, DC area under top secret conditions, providing critical information to US Government Officials at top levels ; utilized state of the art equipment and software on more than 25 mainframe systems and PC networks. Results : Sustained a 100% operational rate for 3 years without a single unscheduled shutdown.



Employment

2001 -  2007
CUSTOMER SERVICE CENTER OPS MANAGER

As a Keane Inc, Principal Consultant, responsible for Administering the client s 1+ million dollar IT Service Desk in support of 176 sites, 1400 and satellite sites and 750000 customers. Additionally, over seeing the Change Management Section and the Desk Top Support Section. Planned, implemented and managed the State s first
WILLIAM B. HEISE Page 2

managed service desk supporting statewide networks, multiple platforms and software utilized by all secondary schools. Developed processes and procedures to enhance the effective and efficient support of the customer base and SLA, Incident and Change Management modules. Additionally, was the architectural lead for KEANE Inc, in regards to preparing a bid response to a RFP requiring a full implementation of ITSM ITIL for a Department of Homeland Security.

2000 -  2001
CHIEF INFORMATION OFFICER

Administering a 3 million dollar IT infrastructure consisting of an 18 site LAN/WAN system. Planned and implemented through best business practices the district s first service desk center and data processing center to enhance
Management of the infrastructure and provide quality, efficient and effective customer service support. Incorporated
Asset management in conjunction with the help desk functionality. Planned and implemented a training center to support the integration of technology. Coordinated a district wide Student Technology Leadership Program.

Additionally, overseeing a 9 member staffed technology department, supporting a 10000 customer based organization. Administered the Frontline Heat Help Desk and Asset application.

1996 -  2000
SERVICE DESK/LAN-WAN/ASSET MANAGER

Planned, implemented and managed the first IT Service Desk in the State of Kentucky School Systems located at Pike County, KY. Managed the infrastructure of a 31 - site LAN/WAN system. Managed a staff of 33 volunteer high school students. Managed over 19000 IT assets while implementing Pike County s first data processing center. Incorporated 100% accountability of the organization s assets through effective asset management. Administered Frontline Heat Help Desk and Asset application. Video Conference Coordinator for 3 video sites located throughout Pick County.

1994 -  1996
TEACHER

Taught secondary school students at Pike County Central High School, : Computer Introduction

1992 -  1993
MANAGER

1991 -  1992
MANAGER

Managed 110 supervisory and technical staff in 2 high security 24 - hour/7day data processing
Centers and a telecommunications center, providing crisis management information for US
Government officials at the highest levels. Responsible for a $55 million infrastructure consisting of 25 mainframe systems and several LAN/WAN/Global networks. Planned and implemented a Technology Help Desk and asset management in support of more than 10000 users on over 15000 pieces of equipment. Obtained a TOP Secret or SCI clearance.

1989 -  1991
PRODUCT MANAGER

Managed research aspects of a $20 million project, as COTR like Contracting Officer Technical Representative supervising a team of contractors, collecting and analyzing information at major US defense installations worldwide, to specify needs for a $100 million software development and implementation program. Responsible for life cycle maintenance of the documentation for many hundreds of based technical customers.

1977 -  1989
MANAGER

US Army, Managed multi-million dollar operations with supervisory and leadership of technical staff of up to 800 staff per assignment. Responsible for logistics, maintenance and transportation like land, air and sea.

Education

Miscellaneous

ITIL

Foundations, ITIL Practitioner, Secondary Business Education Teaching Certificate like Commonwealth of Kentucky
Helicopter Maintenance Test Pilot
WILLIAM B. HEISE Page-3

Information Technology Infrastructure Management Association
Veterans Foreign War
Army Aviation Association of America

Member, Pi Omega Pi, Business Education Honors Society