Al Heynneman heynnema@rcn.com
10 Milland Dr, #D1 415-259-4614
Mill Valley, CA. 94941 http://users.rcn.com/heynnema/
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Service Manager/Lead Mac Tech
OBJECTIVE
Position in forward-thinking company that values their employees and their contributions. My primary style is collaborative, secondary is autocratic. I enjoy solving problems. I enjoy developing my employee’s skills, and improving my department’s performance. I like efficiency. I prefer to perform most tasks only once, with an eye on automation or simplification.
TARGET JOB
Desired Job Type: Employee
Desired Status: Full-Time
Career Level: Manager (Manager/Supervisor of Staff)
Date of Availability: Less than 1 month
LOCATIONS
Relocate: AZ, CA, FL, NM
EXPERIENCE
Lead Mac Genius Apple Inc.
1/2006-5/2007 Corte Madera, CA
Lead, supervise, train, and coach the team to improve quality of repairs, reduced loopers, TAT time and metrics. Reduced TAT from 8+ days to regional goals of 2 days. Implemented processes that improved quality and complete repairs... like the “know what you start with” golden rule.
Technical Supervisor CompUSA
5/2003 - 2/2004 Santa Rosa, CA
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
6/1999 - 6/2001 Santa Rosa, CA
Manage the service department for Macintosh and PC repairs, custom built PC computers, on-site service calls. Trained and certified all technicians. Eliminated repeat work problems. Reduced repair turnaround times. Consistently increased service revenues. Service Department rated #1 in San Francisco north bay by local reviewers.
Technical Supervisor Sony Electronics
2/1996 - 6/1998 San Jose, CA
Supervise the daily operation of the OEM Computer Products Service Center and manage 50 direct report technical employees that perform CD-ROM, CD Writer, DDS tape, MO disk, floppy disk, graphic display monitors, FRU modules, and laptop computer repairs. Manage ISO test equipment calibration standards. Facilitate high volume reworks of computer product, including the rapid deployment of additional temporary employees. Handle all aspects of employee relations, hiring, performance appraisal, and wage adjustments.
Service Manager ComputerWare
10/1994 - 8/1995 Palo Alto, CA
Managed twelve employees at the Central Service Depot. Performed all hiring, training, timely performance appraisals and salary reviews. Performed a technician compensation analysis and implemented immediate salary adjustments. Provided technical support to on-site and bench technicians. Developed and implemented a car reimbursement plan for on-site technicians. Installed and configured network-based scheduling software for on-site service requests. Installed building safety and security improvements. Began conversion of ABS/TOLAS to an integrated software system. Implemented new inventory control procedures. Reduced employee turnover by improving participation, teamwork and morale. Improved repair turnaround time from >5 weeks to <6 days. Recently completed 4 consecutive months of positive service income.
Senior System Manager Digital Equipment Corp.
8/1983 - 10/1994 Santa Clara, CA
Managed three mission-critical VMS 5.5-2 VAX clusters for the Logistics and Field Service organizations. Approximately 250 daily online users on the smaller Logistics cluster, and approximately 400 daily online users on each of the two larger Field Service clusters. Performed software installations, upgrades, system level tuning, and troubleshooting. Wrote DCL scripts to fully automate the entire daily operation of the clusters. Configured systems with newer technology hardware as it became available.
- ASIP Resident Engineer (May '89-Sep '90)
- IS Resident Engineer (Jan '89-May '89)
- Apple Computer Resident Engineer (Jun '87-Jan '89)
- Field Service Engineer (Aug '83-Jun '87)
Service Manager Computerland
10/1982 - 7/1983 San Francisco, CA
Designed and implemented a service equipment, parts, and labor tracking system that ran on multi-user Altos CP/M systems. Developed, wrote, maintained, and sold their first microcomputer service contracts. Federal Reserve contract provided for toll free 800 support, cross-shipment for defective and repaired IBM PC's, and provided service for banking locations in the entire western region.
Field Service Unit Manager Digital Equipment Corp.
3/1978 - 10/1982 San Francisco, CA
Managed engineers and support personnel responsible for the installation and repair of computer equipment at locations in the financial district of San Francisco. Maintained regular meetings with our customers to assure maximum satisfaction, renegotiate service contracts, problem solve, and assist with computer installation planning and costing.
- Field Service Engineer (Mar '81-Nov '81)
- Field Service Representative (Mar '79-Mar '81)
- Field Service Technician (Mar '78-Mar '79)
EDUCATION
Associate Degree College of Marin
Computer Science Greenbrae, CA
Certification Control Data Corp.
Computer Repair San Francisco, CA
Apple Certification Apple Computer
Macintosh Repair, Powerbook Repair, OS X Repair Corte Madera, CA