Randy Heintz Email & Phone Number

United States

Suwanee, Ga

Managed all operational functions for the operation center to include team training, manpower scheduling, documentation management, and individual coaching for success. The team of eight (8) colleagues were responsible for responding to requests from both government (DOD, FEMA, WHCA, etc.) and commercial customers for satellite communication in a 24/7 operations environment. • Reacted to events and service requests which may affect customer connectivity, quality of service, or general maintenance needs. Opened and tracked tickets to a successful resolution. Maintaining an historical record and enhancing customer satisfaction.• Provided senior technical network and satellite communications support to operators and users of various terminals from .9 meter (VSAT) up to 20-meter earth terminals.• Managed multiple i-Direct and Linkway networks remotely in support of both government and commercial customers.• Liaisoned satcom users with satellite provider to complete satellite accessing, peak and pol alignments and troubleshooting possible interference or equipment issues.• Provided team coaching and mentoring in developing skills and knowledge necessary to execute job requirements.• Managed all documentation and procedures for the MSOC operations to guarantee accurate and up-to-date policies that adhere to company and customer requirements and guidelines.• Created accurate and professional reports per SLAs to various customers using Microsoft Office suite of tools in conjunction with other proprietary tools with 100% accuracy.

Croughton, England

Supported airborne command and control capabilities for United States senior leadership; to include POTUS and staff throughout the Europe, Africa, and southwest Asia regions, supplying connectivity to secure and non-secure telephone, internet and video services via satellite communication link.• Developed and implemented preventive maintenance program establishing trend analysis of possible failures.• Established logistic program to manage inventory of site spares by developing an inventory spreadsheet. • Managed the shipping and receiving of goods through United States and United Kingdom customs ensuring all ITAR and EAR regulations were adhered to.• Performed daily maintenance, operations, troubleshooting and configuration for two Ku band satellite terminals and associated wide area network equipment valued at over ($8M) eight million dollars maintaining a 100% operational status.• Mentored United States Air Force STEP facility members on satellite communication theory and application, Department of Defense policy, and available resources.

Duluth, Georgia, United States

Provided technical support and repairs to Swe-Dish satellite communication systems for customers and the manufacturing facility. One of three trained technicians in the western hemisphere authorized to completely tear down, diagnose, repair, and rebuild any Swe-Dish system.• Developed policies and procedures to ensure repair operations were within Rockwell Collins ISO 9001 standards.• Crossed functional areas to collaborate with engineering, technical support, and manufacturing to identify possible deficiencies and provide timely corrective action to ensure customer success.• Diagnosed and repaired various Swe-Dish systems and components to include i-Direct, Linkway and, Radyne modems, SSPAs, antenna control systems, and LNBs.• Completed numerous software and hardware upgrades to meet expected SLAs. • Initiated, planned, and executed multiple LEAN events to reduce Turn-Around Time (TAT) on customer repairs, eliminating unnecessary movement and increasing workspace.• Provided telephonic support for numerous customers in both domestic and international locations.• Instructed advanced practical and theoretical lessons to both civilians and military members and confirm that they have an in-depth understanding of the systems. Assess their knowledge by means of both written and practical application exams.

Bagram, Afghanistan

Managed a team of 14 remotely assigned engineers supporting the U.S. Army satellite communication infrastructure during Operation Enduring Freedom. Provided a subject matter expert for the Unit Hub Node (UHN) Master Reference Terminal (MRT) and Satellite Transportable Terminal (STT) focal point for the customer as well as DataPath Inc. • Developed sub-ordinates skills in resource management, time management, conflict management, motivation, and tact, improving customer relations and satisfaction from less than 20% to over 85% within six months. • Evaluated complex equipment malfunctions via email and phone, providing corrective actions to the user, eliminating unnecessary travel for engineers in a hostile environment, reducing risk to equipment and personnel.• Tracked open Return Material Authorizations (RMA) on all tactical satellite terminals, briefing the status weekly to senior military officials, enabling the customer to make critical decisions on communication infrastructure.

Duluth, Ga

Trained internal and external customers in the installation, operation, and maintenance of multiple satellite communication systems, associated generators and Environmental Control Units (ECUs), including a satellite communication basic course for inexperienced operators.• Reviewed and recommended changes to technical manuals and training material to ensure accuracy, clarity and eliminate costly revisions.

Tikrit, Iraq

Provided 2nd level maintenance of over 30 KU Band Satellite terminals and associated generators and ECUs.• Troubleshot technical problems and issues to determine solution in accordance with customer and manufacture specifications, maximizing reliability of communication network. • Trained inexperienced operators using on-the-spot refresher training and lessons learned to, eliminating network downtime resulting from operator error. • Reviewed draft technical manuals for accuracy and relevance to ensure tasks were viable in a field environment and not just in a controlled manufacturing and testing facility.

Fort Gordon, Ga

Instructed 120 students per year in the 16 week Satellite Systems / Network Coordinator course providing the Department of Defense with qualified satellite controllers. Maintained training materials, academic records, facilities and more than $40 million of equipment.

Landstuhl, Germany

Supervised a satellite network control center managing four Defense Satellite Communications System (DSCS) satellites valued at more than $390M and an operation center valued in excess of $35M.• Supervised and motivated 43 direct reports to excel in all tasks, resulting in one team earning the title of Best Crew in satellite control among 18 teams globally. • Counseled, trained, mentored, and developed junior leaders through promotion and recognition boards, resulting in two being recognized as the winners of the European Regional recognition board.• Executed the unit security program before, during, and after the 9/11 attacks, ensuring the safety of personnel and equipment. Received an exemplary ratings during two external inspections.• Administered an annual travel budget of more than $75K, ensuring personnel were able to attend professional development training in the United States without issues.

Arlington Va / Tampa Fl

Regional Satellite Support Center CONUS. Scheduled tactical satellite accesses for 10 Defense satellites. Briefed senior planning staffs on the capability of satellite network architectures. Evaluated contingency war plans for supportability. Coordinated with the Defense Information System Agency (DISA), and Joint Staff to ensure optimal use by tactical users.

Master Of Business Administration (Mba)

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Satellite / Microwave Systems Chief Course

Senior enlisted leadership course for satellite and microwave systems professionals.

Total Army Instructor Training Course

Instructor certification

Satellite Systems / Network Coordinator Course

Satellite communication controller course