William Heffernan Email and Phone Number
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Insightful Information Technology Manager with over 20 years of IT leadership experience in deploying and supporting retail based platforms, infrastructure and security services impacting over 10,000 Dunkin' Donuts and Baskin' Robbins locations.Skilled in vendor negotiations, operations management, team building, IT strategy.
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Technical Delivery ManagerCvs HealthStoughton, Ma, Us
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Technical Delivery ManagerCvs Health Feb 2021 - PresentWoonsocket, Ri, Us -
It Manager - Store Systems - Support ServicesDunkin' Brands Jun 1998 - Apr 2020Canton, Ma, Us➢Fully responsible for success of day to day support for all retail technology across 10,000 + Dunkin' Donuts and Baskin-Robbins domestic locations, leveraging technical experience, process innovation and strong vendor management skills.➢Leveraged ITIL methodologies in establishing support and deployment related processes: Change Control, Problem, Knowledge and Incident management, etc.➢Ensured high customer service levels and satisfaction, measured through surveys / direct franchisee feedback and quality performance monitoring (SLA / KPI compliance) of 25+ vendor portfolio➢Worked closely with business partners to support major programs and projects from Development, Marketing and Operations. Responsibilities included: defining scope in accordance with business requirements, managing milestones, organizational planning, provider selection and contracts, maintaining strong relationships with all stakeholders.➢Implemented single entry point, technical support / deployment ecosystem, featuring 25+ domestic and off shore vendor partners, successfully facilitating over 20,000 calls per month assisting Dunkin' Brands retail locations. ➢Responsible for all facets of Critical Event Management, driving resolution of all wide-scale, unplanned technology events (outages/ anomalies), impacting Dunkin' Brands locations and customers. These include: trending, troubleshooting of complex technical issues, vendor collaboration and providing leadership / stakeholder communications. -
Advanced Retail Support EngineerFujitsu Transaction Solutions May 1996 - Jun 1998Provided advanced technical support for entire Fujitsu / ICL retail portfolio: POS, Bank transaction systems and office equipment. Activities included: Level 3 support for major Retail accounts such as: Staples , Home Depot and TJ Maxx locations. Managed a team of technicians for support related projects: software/ hardware upgrades, PM's and system conversions.
William Heffernan Skills
William Heffernan Education Details
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Wentworth Institute Of TechnologyComputer And Information Sciences And Support Services
Frequently Asked Questions about William Heffernan
What company does William Heffernan work for?
William Heffernan works for Cvs Health
What is William Heffernan's role at the current company?
William Heffernan's current role is Technical Delivery Manager.
What is William Heffernan's email address?
William Heffernan's email address is wi****@****nds.com
What is William Heffernan's direct phone number?
William Heffernan's direct phone number is +178173*****
What schools did William Heffernan attend?
William Heffernan attended Wentworth Institute Of Technology.
What skills is William Heffernan known for?
William Heffernan has skills like Vendor Management, Process Improvement, It Strategy, Team Building, Cross Functional Team Leadership, Leadership, Management, It Management, Customer Service, Retail, Business Analysis, Team Leadership.
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