Zachary Heidemann

Experience

• 

  ClientLogic

  Jul 2002 - Sept 2004

  Tier 3 Agent/Specialist

  Presidential Escalation Team/EAgent : Call-center experience representing Technical Support Tier I, II, III, & Presidential Escalations for Bellsouth DSL and 2-Wire Home networking; Worked with both the NOC and DSG on complex issues, utilizing all tools such as Remedy, SOEG, Alera, Oracle, CRM, Innotrac, Echat, remote assistance, and various web resources, as well as dispatching service trucks for necessary service calls both in customers homes and at DSLAMS or working with NOC agents for server side maintenance. Handled escalations line as well as irate customers; trained and answered assistance questions and/or particularly difficult/unsupported issues for Tier I, II, III, NOC and in-home repair/service/installation agents as well as educating customers on the nature of their products as well as how to avoid dangers such as viruses, spyware, malware, and adware, as well as how to remove such threats, and when necessary would walk customers through removal or use remote assistance to do this for them while educating the customer for the next time. While on presidential issues we worked with all unsupported issues, all routers, networking equipment, hardware, software, nothing was unsupported, and we would resolve any and all issues without exception. Show less

• 

  Panther Expedited Services

  Jan 2006 - Jul 2006

  Driver Manager/Load Planner/Customer Service Representative

  A contracting opportunity, Call-center experience as an Expedite company Dispatcher/CSR with vast and various duties including management of driver/company resources, practical planning and applications of company funds, making appropriate deals with a professional method of profit, booking loads for customers and determining appropriate rates and to be sure all shipments met a company-wide standard for quality, control, and service. Also went through periods of training other employees in duties after appropriate training and experience. Due to the large turnover from the contracting nature I am unsure who is currently in leadership there, however my professional reference for Panther and Ashley is Nicole Cooper: 704-974-9633 Show less

• 

  Ashley Furniture Homestores

  Aug 2006 - Jan 2007

  Customer Care Representative

  Worked as a corporate level call-center customer service agent. Responsible for customer satisfaction including educating customer on legally binding policies made at time of sale and proper procedures for satisfaction via service. Self-starter spent much time without supervisor or manager to ask questions, was given full range to manage myself to the best of my abilities to optimize customer satisfaction. Was the Greenville, SC backup rep however due to my excellent work ethic quickly took over about three quarters of the workload from my lead representative. *see below for reference Show less

• 

  Comcast Cable

  Jan 2008 - Dec 2010

  Customer Account Executive, Level II

  Call center environment experience, supporting all available Comcast products and services, including Cable TV, Broadband Internet, Digital VOIP w/ QOS controls & High-speed to go 3G/4G nationwide broadband internet support via air-card-like device. Supported all aspects of functionality including commissioned sales, billing explanation, support & adjustments/credits, customer service & feedback, and much, much more. Also had regular meetings with management with feedback & suggestions on how to improve leadership & therefore employee performance and therefore overall profitability & success of company & associated driving goals & business factors. Periodically was assigned as a 'point person' to handle supervisor escalations & callbacks in times of extreme need &/or as needed when short-staffed by supervisors. Self-starting position that required little supervisor interaction aside from weekly feedback/coaching on how to improve performance, etc. Ref: Lyle Ryan, Danielle Hays, Steve Walls. Show less

• 

  Apex Systems

  Dec 2010 - Sept 2012

  DCSE/Unisys Field Technician

  Contracting opportunity for Dell warranty field technician repairs. Worked in both Commercial & residential repair environments. Worked on a multitude of both desktops & laptops in all Dell lineups, both residential & commercial, including rack-mount PC workstation units. Self-starting job, using personal vehicle as primary transportation to parts pick-up and traveling from sight to sight on a daily basis (paid mileage, of course). Extensive certifications & repair knowledge as well as experience required for the position, as always keeping up with the latest trends in technology & newest systems, etc. Was also the trainer for local new hires during my time there trained at least 4-5 new techs for the company. What started as a 3-month contract was actually renewed consecutively for 21 months before the contract opportunity ended. Show less

• 

  Apex Systems

  Jan 2013 - Nov 2013

  Service Desk Queue Manager & SME

  Subcontracting through Apex Systems, Inc. for Lockheed Martin for ITIO as a federal contractor for a contract with Lockheed Martin for the Department of Health & Human Services - HHS-ITIO - Service Desk as break-fix technician (phone/help-desk support) for all Operations/Divisions within the Department of Health & Human services for the United States Federal government. Experience offering support & working with Remedy ticketing system, Microsoft office suite (2007-2010) & windows XP & 7 & numerous miscellaneous software applications, as well as both software and hardware troubleshooting, etc. Also special functions include: function as a Remedy ticket queue manager handling, optimizing and delegating tickets among the workforce; Homeland Security Presidential Directive - 12 - Subject Matter Expert (HSPD12-SME). Show less

• 

  America's Remote Help Desk

  Nov 2013 - Apr 2015

  Help Desk Specialist

  Excellent opportunity to work for one of the fastest growing Help Desk companies, rated one of the best places to work in Maryland several years in a row. Work-from-home opportunity for Managed Services Provider handling over 90 different environments in healthcare, hospitality, entertainment, telecommunications, retail and technology. Occasional site travel required. Monitoring calls and alerts, got to learn many wonderfully innovative ticketing & network management tools such as Kaseya and Remedy, o365, pcanywhere, gotoassist, citrix, vpn and many others to provide excellent service & support to great customers! Assisted with transitioning many clients to o365 environments and kaseya managed services and monitoring. Learned something new everyday in this ever-changing environment. Show less

• 

  Clark Construction Group, LLC

  May 2015 - Feb 2016

  IT Helpdesk

  IT Helpdesk support for Clark Construction Group, LLC. Physical onsite deployment of Dell, Lenovo, Apple hardware deployment of managed devices including dessktops, laptops and mobile devices, device & network management, repair, service, etc. Window OS & specific LOB Software deployments, management, repair, support, service, etc. Networking and jobsite deployment, management, repair, service, etc. Helpdesk support for phone calls and walk-ins and on-site emergency conference room repairs, etc. User account management utilizing Google Account management services. Show less

• 

  Maeva's Meadows

  Feb 2016 - Aug 2016

  Holistic Medicine Direction and Farm/Homestead Assistance

  Organic gardening is my 2nd passion and I was offered an opportunity to try to break into that field. Worked with integrating holistic direction and focus on healthy relationship at all levels of the environment. When problems were identified solutions were discovered and applied. Assistance planting trees, plants, managing compost, mulch, above and in-ground gardens, wild foraging, homeopathic medicine ingredient gathering and creation of organic &/or wild-foraged homeopathic medicines such as tinctures, extracts, decoctions, teas, pills, salves, etc. Also review/assistance with discovering and incorporating healthiest options into diets of anyone interested in healthier living options. Assistance helping to keep farm animals in their respective locations and fed, watered and treated with medicines. Show less

• 

  Wild Child Medicines

  Mar 2016 - now

  Life Coach

  holistic health, wellness and life coaching, for mental, physical, spiritual, emotional wellness. certified in herbal medicine making, sound healing including didgerdioo work, release therapy, life activation methods and modalities. medicine man. Sacred wellness course offering, public speaking engagements and workshops.

• 

  Cards Technology (www.cards-tech.com)

  Sept 2016 - Jul 2018

  Helpdesk Engineer

  Helpdesk position for successfully growing Technology Solutions Provider, Managed Solutions Provider for multiple environments on the Eastern Shore in Ocean City MD, Delaware, and surrounding areas. Begin by working remotely with helpdesk activities such as managing tech support for WAN/LAN, routers, firewalls, remote access solution implementation and support, end user administration and assistance, customer communication and encouraging and nurturing healthy relationships in all environments serviced. Working towards account management and VCIO role building healthy satisfactory relationships with client and company. Hands-on experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls, DNS, DHCP, VMWare, Office 365, Mac, Microsoft Office Applications and Microsoft Office suites, Printers, Faxes, Spam solutions and more. Datto certification, Cytracom certification obtained. Watchguard firewall management experience also Show less

• 

  Dataprise

  Jul 2018 - Mar 2019

  Program Manager

  On Call 24x7 Working as a Program manager for the Global Service Desk of Dataprise with a focus on client relationship optimization.Increased revenue of my territory of accounts by around 300% via improved trust and identified multiple additional opportunities for solution offerings as a result of improved trust with clients.Actually assigned and filled multiple roles for multiple client accounts I manage:Account Manager, Account Executive, Program Manager, Project Manager, Service Delivery Manager, IT Operations Manager*Experience working with multiple “C” level stakeholders across multiple environments establishing, building and managing client relationships directly with POCs effectively leading to overall mutual success.*Evaluating, communicating and updating service expectations and documentation between Dataprise teams and clients to effectively manage expectations on service delivery & satisfaction..*Coaching engineers as needed whom either make an error or approach me for assistance (24x7) on ways to improve service delivery offerings such as soft skills, technical skills, analytical & problem-solving skills, etc.*Delegate tasks with appropriate priority to Engineers along with specific instructions, coaching and guidance as needed to ensure the tasks are completed to client satisfaction*Establishing and maintaining trust with engineers who are delivering service to regularly identify areas for problem management to improve service delivery and reliability.*Reporting on daily/weekly/monthly analytics and metrics in order to evaluate the overall health and profitability of professional relationships both internal and external looking for any and all opportunities to continually improve overall value through additional offerings, training or solutions. Show less

• 

  Byte Back, Inc.

  Jun 2019 - Aug 2019

  Adjunct Instructor

  Very honored and blessed to be working with Byte Back to expand from our HQ in DC to Baltimore at BCCC working with YearUp on an inclusive tech-training program the includes certification for CompTIA ITF+ as well as real world career prep including career and life coaching, resume prep, internships and real opportunities to land living-wage jobs to help improve quality of life for all students chosen and called to participate in the program. Currently working to integrate MWE into our program to give students access to even more resources. Show less