William Heasley Email & Phone Number

Harrisburg, Pennsylvania Area

Harrisburg, Pennsylvania Area

Mechanicsburg, Pa

Supervised group of Service Desk agents to help ensure adherence to our clients processes, maintaining SLA standards and providing excellent customer service. Worked with the client as part of the process to transition acquired companies into the client's Service Desk model. Awarded the Honeywell "Team HITS AWARD" as part of the Randstad team working on the Intermec Service Desk Transition Project. Assisted management with the development of new processes and procedures to facilitate efficiency, client satisfaction and employee morale. Assisted client with the maintenance of their support knowledge base. Created an offline incident tracking system using Google tools for use when Remedy Service Desk system was unavailable.

Mechanicsburg, Pa

Performed End to End management of IT Incidents and Service Requests for Honeywell International's Performance Materials and Technologies (PMT) business group and the Honeywell Technology Solutions (HTSI) business unit of Honeywell Aerospace. This included answering telephone calls and responding to emails from end users and following up on each incident to ensure it was properly handled.

Developed, tested, installed, maintained and supported custom scripts and applications that provided additional Point of Sale reporting or operational functionality for Leisure and Entertainment properties.

Columbia, Md

Tested new version as well as patches to help ensure that existing functionality was not lost and new functionality works as expected. Developed and maintained test plans Assisted software engineers to ensure they were familiar with software requirements. Updated release documentation when Technical Writer was unavailable.

Columbia, Md

Troubleshot problems with all areas of UNIX and Windows based hospitality point of sale systems, including, but not limited to operating system, reporting, functionality, hardware, printing.