Engineer Manager
Resume:
Thomas G. Heinen
Woodstock, Ga 30189
Email: ************@*****.***
Summary
I have a passion for Customer Service oriented activities with over twenty years in the computer
technology industry and the desire to expand my areas of expertise. The core of this passion stems from
focus on Customer Satisfaction and Service Quality.
Relevant Work Experience:
Entrepreneur, Heinen Enterprises Inc Present - Sept 2004
Subcontractor in the Construction andMaintenance business, specifically building and maintaining all
elements of tennis court(s). This includes both asphalt and clay types of courts, concrete work, fence
construction, layout of electrical wiring infrastructure and sprinkler systems. Usage of hand-tools and
several types of laser guided grading equipment aided in the completion of tasks.
Line of Business / Program Manager, Hewlett-Packard Co.(HP) December 2002 - June 1999
Responsible for Project Management and regional implementation of Desktop Management Service
(CCMS) and Infrastructure Management (IMS) for the HP Managed Service (Outsourcing) Business.
This role, with goals of greater than $25 million dollars annual revenue growth within North America,
included assistance with development of specific services in coordination with World-wide Line of
Business Management teams and integration activities into existing delivery teams utilizing both HP and
subcontracted service providers.
Technical Business Consultant/Program Manager, Hewlett-Packard Co. November 1993 - June 1999
Involved with presales evaluation, needs analysis and consultive selling for worldwide Help Desk end
user assistance. This includes costing/pricing, Service Level Agreement/SOW design and process analysis
of each end user support outsourcing opportunity. These activities incorporate working with the other
Service providers, including subcontractors for process integration and implementation as well as
developing stand-alone solutions where the Help Desk would be the single service provided.
Support Engineering/Process Engineer, Hewlett-Packard Co . May 1990-November 1993
Involved with design and implementation of Low Cost Support Model for usage with Support of Service
Authorized Dealer Technicians and Help Desk end user assistance. Design involves process analysis of
Call Process and Data Collection for Process Measurement Metrics with cost savings of approximately
45% and Customer Satisfaction ratings increases of 15%.
May 1987 - May 1990
Support Team Manager, Hewlett-Packard Co.
Managed Peripheral and PC Application team, having the responsibility for hardware and software
products, i.e. LaserJet Product family and Standard Desktop Applications.
Initiated concept of hardware and software combined team responsibilities, which led to
organizational structure change to capitalize on system and solution support.
Implemented Workstation Call Screening process in N. America Response Center /Mountain View. This
included process design and adjustments to increase support effectiveness of the service.
Response Center Engineer, Hewlett-Packard Co. May 1986 - May 1987
Completed Development and start-up of the Technical Assistance program for Customer
Engineers on the HP 1000 system product family.
Initiated process for formal review of Product Support Plans which included the Technical Systems
(HP 1000 and HP 9000) and all Personal Computer products (PC systems and Peripherals).
Senior Account Customer Engineer, Hewlett-Packard Co . May 1984 - May 1986
Mentor Staff Engineers to ensure they received necessary tools and training for success
in the on-site support environment. Designated printer specialist for the Chicago district.
Provide on-site assistance to co-workers in the training process and also in resolution of escalated
site situations.
Customer Engineer, Hewlett-Packard Co. June 1979 - May 1984
Responsible for maintaining HP 1000 system and ensuring Customer Satisfaction for all users of
Hewlett-Packard products. This responsibility included site responsibility for the largest HP1000 system
Customer in the Chicago area.
Education
B.E.E.T., Bachelors of Engineering in Electronic Technology, DeVry Institute of Technology, Chicago.
Graduated in 1979 with Honors.
Completed courses at Hewlett-Packard to enhance personal and technical skills including
Powerspeaking, MIR, Interact, Quality Coach, Fundamentals of Management, Behavioral Interviewing,
and Constructive Contention.
HP’s Charter Member to Help Desk Institute
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