Al Heynneman
371 Lakeport Blvd, #354
Lakeport, CA. 95453
heynnema@rcn.com
415-259-4614



Service Manager

EXPERIENCE Lead Mac Genius Apple Inc.
Lead, supervised, trained, and coached the team to improve quality of repairs, reduced repeats, turnaround time and metrics. Reduced turnaround time from 8+ days to less than 2 days. Implemented processes that improved quality of repairs. Performed hardware repairs, and assisted customers at the “Genius Bar”.

Technical Supervisor CompUSA
Managed the retail environment computer repair department. Improved operational metrics from 14th out of 14, to 2nd out of 14. Reduced operational costs. Reduced parts per repair to less than 1.1. Managed on-site repairs and deliveries.

Service Manager ExecUtron Computers
Managed the service department for Macintosh and PC repairs. Train and vendor certified all technicians. Eliminated repeat work problems. Reduced repair turnaround times. Increased service revenues. Service Department was rated #1 in San Francisco north bay.

Technical Supervisor Sony Electronics
Supervised the daily operation of the OEM Computer Products Service Center and managed technical employees that performed CD-ROM, CD Writer, DDS tape, MO disk, floppy disk, graphic display monitors, FRU modules, and laptop computer repairs.

Service Manager ComputerWare
Managed the Central Service Depot. I provided training and technical support to technicians. Installed and configured network-based scheduling software. Implemented new inventory control procedures. Reduced employee turnover by improving participation, teamwork and morale. Improved repair turnaround time from 5+ weeks to less than 6 days.

Senior System Manager Digital Equipment Corp.
Managed mission-critical VAX clusters for the Logistics and Field Service organizations. Performed software installations, upgrades, system tuning, and system troubleshooting. Wrote DCL scripts to fully automate the entire daily operation of the clusters.

Service Manager Computerland
Designed and implemented a service, parts, and labor tracking system. Developed, wrote, maintained, and sold microcomputer service contracts. Federal Reserve contract provided for toll free 800 support, and provided service for banking locations in the western region.

Field Service Unit Manager Digital Equipment Corp.
Managed field service employees that provided repairs in the financial district of San Francisco. Scheduled regular meetings with customers to assure maximum satisfaction, renegotiate service contracts, problem solve, and assist with installation planning.

EDUCATION Associate Degree, Computer Science College of Marin
Certification, Computer Repair Control Data Corp.
Apple Certifications Apple Computer