Rodney Pearce Heisey
**** ********* ***** **. ****, Tx. 77494
Home: 281-***-**** Cell: 281-***-****
abn41m@r.postjobfree.com
Area Vice President of SaaS and Managed Services Operations
http://www.linkedin.com/in/rodneypearceheisey/
Proven leader in improving and running multi-million dollar Global IT Operations for clients across
multiple industries and geographic locations; Results oriented focus possesses the unique ability of
developing and implementing strategic plans that improve enterprise-wide productivity, cost
leadership, and processes while still exceeding required service levels; Owns a continuous track
record of strong client relations, employee morale, sales growth, and bottom line improvement.
Thrives in dynamic, demanding environments while remaining pragmatic and focused.
Core Competencies
• • Global Leadership
Business Turnarounds Results Driven
• • Operational Transforms
Enterprise Program Mgmt $40M+ Annual P&L
• • Cross Funct.Team Builder
Cost Leadership Strategic Planning
• • Business Development
Client Relationships Organizations of 250+
Career Accomplishments
Leadership, Vision and Results Orientation Turned Business Around
Area Vice President - SaaS Operations BMC (2011-Present)
• Responsible for the successful turnaround of our OnDemand SaaS Operations by implementing
a three stage plan: I.) Stabilization and Customer Satisfaction II.) Replacement of current
operations provider, successful migration of clients into 6 new data centers III.) Implementation
of a Service Excellence Program
• Successfully Stood up a Public Sector OnDemand offering and 4 new SaaS product offerings.
• Client Reference ability increased 100%; Client growth increased 150%
• Client stability - Achieved an 80% reduction in monthly outages with month over month improved
track record. Customer Satisfaction improved 50 percentage points to all-time highs.
• Insourced application support – Built a global staff of 100 support resources from scratch.
• Global Staff of 200+ - Consists of Operations, Customer Support, Professional Services
• Outsourced IaaS – Built 1200+ servers and migrated 100 clients into 6 global data centers.
• Service Excellence Program – Stopped the bickering and “silo” mentality between internal and
external organizations by implementing a team and metrics driven operation
• Sales Partnerships – Changed perception of operations from being baggage to a key strength.
• R&D partnership – Developed feedback mechanisms as cust. “zero” for product improvement.
• Improved staff morale and efficiency by establishing clear goals and vision.
• Improved month over month change management success rates from 50% to 97%
• Innovation through Client Dashboards - Developed internal dashboards for proactive
management and external client facing as a market differentiator.
Global Leadership and Innovation Results in Improved Operations and Bottom Line
Global Director of IT Operations - BMC (2009-2011)
• Responsible for BMC’s Internal Operations (80 FTE’s and $34M opex/capex budget)
• Developed business case and sold a centrally managed global PC Refresh program that saved
BMC $5M while upgrading its desktop environment.
• Lead an overhaul of the production operations environment consisting of $2.5M annual OPex
savings; Achieved 10% quarter over quarter reduction in incidents; Improved global
relationships; revamped processes; and completed right-shoring of workload.
• Improved corporate strategic vision by developing yearly platform specific roadmaps and Proof
of Concepts. (examples include VDI, PBX, Mobile Managed Devices, Global wireless)
• Developed and implemented a remote PC reimaging solution utilizing BMC tools that saved over
$500k per year and dramatically reduced client downtime.
Rodney Pearce Heisey
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Experience and Leadership of Energetic Young Team Beats IBM Head to Head
Large Deal Lead (Consultant) Tata Consulting Services of America (2008-2009)
• Lead teams of solution architects in the proposal development and engaging of clients in large
deal pursuits (> $50 million) in the Data Center, End User, Service Desk, and Service
Management areas. We beat IBM in largest outsourcing deal in North America at that time.
• Developed a strategy for the development of standard operational solutions in the Hosting space
versus solely offering low cost customized solutions.
• Lead client interactions during Pre-sales and Solutioning phases of proposals.
Proven Track Record of Winning and Running Large Managed Service Deals
EDS – Director of Global IT Operations (2002 – 2008)
• Reduced $9M in data center support expense through successful operations transformations of
four fortune 500 clients.
• Developed and successfully implemented strategies for achieving ‘Best in Class’ support metrics
per FTE for each client the past four years; 300:1 Middleware, 110:1 Wintel, 50:1 DBA, 50:1
Unix/Linux, 150:1GB storage.
• Migrated 4000 servers of various platforms from multiple data centers to central locations.
• Led the East Region Data Center Services operations team in support of the successful Sales
Pursuits of a $450Mil effort in 2006 and a $1Bil effort in January, 2008.
• Developed global support organizations for clients by off-shoring up to 50% of Unix, Wintel,
Database, and Middleware capabilities, as well as batch and monitoring Operations support for
several clients. Off-shore locations include Malaysia; Brazil; Argentina, and multiple locations in
India. Cost savings realized of $3.6M in one year.
• Assimilated 500 resources across four clients into EDS, assumed day to day global operational
support, stabilized the environment, and improved overall service levels.
• Spearheaded teams to analyze current mode of operations, refresh hardware, and implement
standard tools and processes across new clients. Realizations gained were significant cost
savings, more stable environments, and more efficient staff.
• Stood up a new Global Middleware capability for the east hub, developed a staffing and pricing
model, negotiated support with our clients, and coordinated with other hubs to develop
standards.
• Re-energized a struggling Storage and Back-up support environment with a poor reputation by
creating the most efficient, well-trained Storage team in the company with Best in-class
operational efficiencies.
Reputation For Growing Business in Data Center and Infrastructure Operations
Technical Delivery Team Manager – EDS, Charlotte, NC. 1998-2002
• Built up a staff of 25 folks from scratch to support the day to day operations of Charlotte’s Unix
server environment (approximately 400 servers). Supported and led new business development
for the east region, grew P&L responsibilities by 300% over this time-period, Reviewed and
consulted Sales team on new business cost models; Developed and implemented plans for the
migration of incoming clients. Mentored new leaders to take on our expanding business.
• Recruited and relocated from Michigan to improve the operational support and client relationship
of a fortune 100 bank. Approached by client after just 4 months to step in as Project manager
and run an IT segment of an M&A effort for them.
• Improved moral of team, by implementing a recognition process for out of scope project support.
This process was then modeled across North America within one year.
• Sought after to improve and stabilize weak EDS/client relationships through improved
communications, presentations and service mitigation plans.
Rodney Pearce Heisey
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Technical Delivery Team Manager, - EDS, Pontiac, Mi. 1996 –1998
• Managed a staff of 20 folks supporting day to day server, desktop, and new business
development for a three shift 24x7 operation at the GM Truck and Bus (Pontiac East Assembly
Plant.)
• Spearheaded a team to develop, sell, and implement an alternative desktop solution for the
plant’s engineers in just 3 months.
• Instrumental in bidding for and winning a multi-million dollar infrastructure RFP. This kept the
business with EDS versus losing it to an external vendor/competitor.
• Program managed team’s effort to re-fresh the plant’s network infrastructure in just one year.
• Improved service levels by 25% year over year, Improved the accounts’ revenue stream by 15%,
and improved client Satisfaction Ratings by 50%.
Project Manager – EDS, Flint, Mi. 1990–1996
• Responsible for the day to day delivery of desktop and call center operations support. Proposed,
Sold and Managed projects for the Automotive Components Group (Delphi) and Buick. such as
desktop rollout, design and implementation of Buick’s Call Center correspondence imaging
system, office migrations, etc.
• Lead a consortium to process re-engineer, sell and successfully implement a multi-million dollar
correspondence imaging system for Buick.
• Project managed the common desktop rollout solution for 3000 end users using 25 different
desktop configurations at GM’s Truck and Bus organization.
• Improved client/vendor relationships through improved communications and service
• Led the successful desktop migration of ACG’s headquarters from Troy to Pontiac, Mi.
• Successfully negotiated a workable implementation process with the UAW.
Technologies supported: Operating Systems: AIX, HP-UX, Solaris Unix O/S, Red Hat Linux,
Windows 2000, 2003; Databases: Oracle, SQL, DB2 Databases; Virtual software: VMware;
Clustering software for the above O/S, Monitoring Tools such as CA Unicenter, Tivoli;
Opsware; Middleware technologies such as MQ Series, Websphere, Web Logic, Siteminder,
RCA Cleartrust, Apache, IIS, etc. Storage technologies: EMC; Back-up and Restore: Veritas
Netbackup, Legato and Tivoli Storage Manager; ITIL tools such as Peregrine, Remedy, and
Service Center
Education: Oakland University, BS MIS/Computer Science, 1990 Rochester, Mi.
Graduate of EDS’ Systems Engineer Development program, 1991 Southfield,
Mi.