Kevin Heron Email & Phone Number

Mechanicsburg, Pennsylvania, United States

I provide real time resolution on a wide range of technical and non-technical customer issues(with SLA). In addition, as a leader the Managed Service Practice, I am also responsible for:• Manage team to perform day-to-day operations and mentor them to enhance their skills.• Effectively communicate and manage customer expectations.• Actively drive priority-1 and prioirity-2 incidents towards resolution and monitor problemmanagement• Prepare periodic status report, QBR and drive periodic calls with customers.• Drive towards high CSAT rating• Drive the customer on-boarding and knowledge transition.• Actively participate in Managed Services practice development and offering• Prepare templates and documentation related to managed services offering (estimation,methodology, etc.)• Share best practices with team and encourage them to adhere them.• Ensure learning and skill enhancements for each team member by guiding and mentoringthem.• Provide assistance and cover for other team members when required.

Harrisburg, Pennsylvania, United States

Serving as a leader and assisting Federal and State clients in the areas of Call Center Management, Operational Excellence and Cloud.Key Accomplishments:•Reduced Servicedesk call backlog for a large federal client by over 80% while driving automation to get front line calls answered quickly.•Served as the Product Manager of one of the firms Strategic Growth Opportunities – OperateEdge™.•Led an assessment for a large state agency completing the project 3 weeks ahead of schedule, saving the client in $40,000 in spend.

Chicago, Il

Administer operations team to ensure utilization of cost-efficient technology by internal IT Support and customer-facing environment for maximum availability and operational excellence. Engaged with finance team to decrease overall IT expenses. Supported development team to ensure delivery of customer facing projects within time and budget requirements.Key Accomplishments:• Established customer-facing environment in co-located data center. • Enhanced customer service and satisfaction rate via development of ITIL based helpdesk. • Augmented operational performance by streamlining offboarding and onboarding procedures. • Slashed largest IT expenses by 6% and saved over estimated $100K per year. • Formulated collaboration strategy through Zoom prior COVID-19 Pandemic.

Oak Brook, Illinois

Defined and oversaw implementation of business-focused strategy for Linux, UNIX, Virtualization, Disaster Recovery, Storage, and Backup technology functions. Maximized uptime of international infrastructure and ensured delivery of exceptional customer services for internal employees and member organizations. Assisted in planning and implementing infrastructure initiatives in support of SOC2 and HIPPA evaluations. Performed feasibility studies for latest application deployments with a cloud first mindset. Key Accomplishments:•Enhanced customer satisfaction by more than 60% via implementation of innovative ticketing system and execution of customer satisfaction survey. •Saved over $20M in potential fines by effectively overseeing compliance issues. •Envisioned and devised three-year plan to improve availability/scalability and decrease potential risks to organizational data and applications.

Oakbrook, Il

Drove execution of defined strategy for UNIX, Linux, Storage, Virtualization, Disaster Recovery, and Backup technology domains, while guaranteeing optimum global infrastructure availability. Led complex projects throughout all institutions within time and cost requirements. Collaborated with various business / IT functional leads to lead strategic initiatives throughout organization and served as a mentor for new managers. Key Accomplishments:•Diminished more than $2M in expenses by consolidating secondary data center. Slashed overall OPEX costs by $2.5M+ via implementation of net zero budget strategy and re-negotiation with vendors for ensuring accomplishing IT budgetary goals. •Oversaw all aspects of strategic partnerships and vendors to ensure proper alignment of technology for improvements in educational experience of colleagues/students of DeVry Education Group. •Built professional partnership with team to outline and execute DeVry Education Group’s cloud strategy.

Lisle, Il

Played pivotal role as CA Technologies' program manager for directing customer engagement across $4.7B portfolio with focus on product adoption, release currency, and risk identification/mitigation. Liaised with IT team to demonstrate utilization of company technology to client base. Key Accomplishments:•Enhanced support and guidance to global customer success field team. •Coached personnel to provide leadership for key strategic accounts to drive customer engagement across portfolio.

Lisle, Il

Spearheaded team of technical managers to safeguard $500M book of business across four states with keen focus on driving maximum adoption of services/products via execution of customer programs to ensure delivery of measurable value from respective portfolios. Collaborated with support and services teams to drive value to company’s customer base, Key Accomplishments:•Boosted firm’s Net Promoter Score across team’s clientele and increased full product adoption by more than 50%. •Administered strategic partnerships to business and client base.

Lisle, Il

Led global team for maintaining and improving global infrastructure in 24K sq. ft. data center with full accountability for operations of 12K sq. ft. disaster recovery data center. Ensured delivery of projects under time and budgetary constraints. Administered global team of IT professionals to ensure maximum availability of internal systems and applications. Oversaw requests by staff for ensuring timely response and resolution. Key Accomplishments:•Decreased business wait time by more than 50% through effective management of project delivery. •Successfully migrated recovery data center into co-location facility, that achieved annual CAPEX savings of over $3M. •Executed follow the sun strategy and globalized organizational workforce. •Slashed RTO and RPO by over 70% via execution Disaster Recovery program.

Greater Pittsburgh Area

Led field services teams of professionals tasked with the delivery of infrastructure support to over 1,200 users and 3,000 systems across the United States and Canada.Key Accomplishments:•Guided team to identify and implement more efficient support services which increased customer satisfaction rating to more than 90%.•Led a Technical Standards Review Committee that standardized desktop, laptop and peripheral vendor offerings which enabled the procurement team to establish optimal pricing advantages resulting in an annual savings of over $2M.•Managed the teams responsible for over 8 acquisitions, integrating them into the infrastructure 6 months ahead of schedule on average leading to cost savings related to the consolidation of office space, and eliminating duplicate services.•Created efficient operations to achieve a user to staff ratio of 200:1, surpassing the previous average of 100:1

Greater Pittsburgh Area

Delivered comprehensive technical support for the infrastructure as a member of a regional team of field service professionals.Key Accomplishments:•I improved customer support to various offices in North America by managing customer support issues, and increasing MTTR to over 75%. •I was recognized for technical expertise and leadership, earning a promotion to Regional Manager.