Gerry Heintz, MBA

Experience

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  Comdisco

  Aug 1999 - Aug 2002

  Service Manager

  Service Delivery Manager for an out-sourced computer leasing and repair service for Cap Gemini USA. Led team of five Comdisco employees ensuring that lease schedules were managed and systems were promptly deployed and replaced on time, on schedule and under-costs. Using an innovative Depot solution, we were able to deploy customized systems with end-user data within one day of receiving the unit. Consistently received high customer and executive satisfaction results. Worked exclusively on-site at the client’s consulting support center in Tarrytown, NY. Show less

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  T-Systems International

  Aug 2002 - Apr 2012

  Introduced new processes that emphasized vendor accountability and customer satisfaction, resulted in a three-year extension of services in 2007. Prior to my hiring as Program Manager, my customer, General Reinsurance was complaining of poor end-user satisfaction. Service Levels were not being attained. I was able to reverse this by creating a culture of excellence. I worked exclusively on-site at the client’s world headquarters in Stamford, CT.In my role as Program Manager, I maintained the highest service levels and customer satisfaction while managing a 3,600-seat Global Service Desk engagement with approximately $5.1M in annual revenue. Services included a 24x7 call center, desk side support at twelve major locations, and asset life-cycle management. Had overall responsibility for SLA performance, asset management and staff management. Was responsible for the client’s overall satisfaction for the Global operation. Managed a staff of sixteen professional Service Desk personnel and sub contractors (Call Center) in Dallas, TX and Krefeld, Germany. Coordinated large-scale computer refresh, network conversion projects for the customer. Implemented continuous improvement programs that identified and remedied IT service issues. Show less Introduced new processes that emphasized vendor accountability and customer satisfaction, resulted in a three-year extension of services in 2007. Prior to my hiring as Program Manager, my customer, General Reinsurance was complaining of poor end-user satisfaction. Service Levels were not being attained. I was able to reverse this by creating a culture of excellence. I worked exclusively on-site at the client’s world headquarters in Stamford, CT.In my role as Program Manager, I maintained the highest service levels and customer satisfaction while managing a 3,600-seat Global Service Desk engagement with approximately $5.1M in annual revenue. Services included a 24x7 call center, desk side support at twelve major locations, and asset life-cycle management. Had overall responsibility for SLA performance, asset management and staff management. Was responsible for the client’s overall satisfaction for the Global operation. Managed a staff of sixteen professional Service Desk personnel and sub contractors (Call Center) in Dallas, TX and Krefeld, Germany. Coordinated large-scale computer refresh, network conversion projects for the customer. Implemented continuous improvement programs that identified and remedied IT service issues. Show less

  • Field Services Manager

    Oct 2007 - Apr 2012

  • Program Manager

    Aug 2002 - Oct 2007
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  IBM

  Jul 2012 - Jul 2015

  Program Manager

  Migrated 85% of the $6.8 Billion, 2,700 IBM Global Financing (IGF) clients lease portfolio in less than three years. Migration transformation included completion or negotiation of new contracts, practices and processes while working closely with the Sales and the Contracts Negotiation team to track Contract Conversion progression.Organized and led a group of functional leaders to address contract exceptions being raised by top customers which led to increased customer satisfaction and retention. Established and ran twice-weekly exceptions meetings which addressed successfully contractual terms & issues.Improved Lotus Notes Contract Database through creation of Executive Dashboard reporting, solidifying Senior Management support and buy in. Improved Sales Team agility and productivity through maintenance of self-serve repository for contract templates, client presentations and education material. Show less

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  IBM Global Financing

  Jan 2016 - May 2020

  Program Manager (Contractor)

  Application Security and Controls. Monitored / audited IBM's Global Financing Application. Ensured that all Users had approved accesses. Documented key controls processes. Worked closely with the application owner to provide responses to both internal (CIO) and external (PwC) Audits.Short-term project. Managing contract conversion project for IBM Global Financing – Canada. Working with business to determine IT requirements and workflows. Process to convert contracts were deemed "best practice" for IBM WW and are being adopted by all countries.Providing Program Management status reports and project overview to Senior Management and steering committee. Ensuring that database has accurate customer data, up-to-date contracts and reporting.Assisting Development teams with end-to-end testing of the IBM International Customer Financing System Show less

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  Moravia

  Aug 2023 - Oct 2023

  General Artificial Intelligence Data Annotator

  Worked on AI project for a Moravia client (Meta). Provided feedback on Prompts in an effort to train an AI model and use sources provided from the internet to verify them. Highlighted and extracted claims from model responses. Verified claims made by the AI model to determine if they were accurate. Project cancelled by Meta.

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  Moravia

  May 2024 - now

  General Artificial Intelligence Data Annotator

  Same as previous role