John Heckbert

Current

• Debt Management Coach at The Paladin Program @ Trinity Diversified
• Program Director at LeTip Thornhill Chapter
• Toronto Director at HAPPEN Networking (Sole Proprietorship)

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Past

• Client Engagement Director at Commonvision
• Cash Flow Coach at Auteur Group
• Business Development Manager at Two Global Eyes

• Director, Sales at SBR Global
• Director IS Customer Service Operations at Manulife Financial
• Problem Manager at John Hancock
• Technical Support and Implementation Support Team Lead (contract) at HYDRO ONE
• Manager, Business Development at TheOffice.com
• General Manager at Blue Cat Networks
• Manager, Systems Operations (Company ceased operation in 2001) at se reseach
• Manager, Systems Management at Merrill Lynch
• Shift Service Manager (contract) at Ontario Power Generation
• Manager, Technology Integration (Co. acquired by Maritime Life in 1999.) at Aetna Life Insurance
• Manager, Production Control at ROGERS
• Technology Planner - Systems Management at Rogers Shared Services, a division of Rogers Communications
• Various Operations and Operations Support Positions at Rogers Shared Services, a division of Rogers Communications
• Sr. Scheduler/Prod. Supp.Co-ordinator at Sears

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14 more...

Education

• University of Waterloo
• Wilfrid Laurier University
• Michael Power High School

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Recommended

3 people have recommended John

Connections

500+ connections

Industry

Financial Services

John Heckbert’s Summary

High-performance technology professional with over 15 years experience marketing, selling, managing, and optimizing IT services, technical solutions, and service delivery across a broad spectrum of industries. Skilled in all aspects of the business development cycle from strategic planning through marketing, prospecting, needs analysis, bidding and closing. Able to leverage extensive technical expertise and sector leadership background to determine client needs and solutions. Persistent and focused with outstanding interpersonal and relationship building skills.

►Developed and executed the business development strategy that produced over $1 million in new business proposals within only 6 months for a professional services/management consulting firm
►Established the business development vision, marketing approach, and VAR strategy for a new network services company and secured 10 orders valued at over $200,000 within only 7 weeks
►Successfully penetrated market leaders including Bell Canada, Telus, OPG, Hydro One, Toronto Hydro and others
►Extensive IT leadership experience managing teams, optimizing enterprise-level support functions, and improving service delivery for leaders in the Communications, Utilities, and Insurance sectors

John Heckbert’s Specialties:

ITIL Service Manager deployment and certification
Qualified Life Coach

John Heckbert’s Experience

• Debt Management Coach

  The Paladin Program @ Trinity Diversified

  (Financial Services industry)

  November 2008 — Present (1 year 1 month)

  Everyone needs a helping hand. Reach your financial goals with the Paladin financial mentorship program. Wouldn't it be nice if you could count on somebody to help you make the best money decisions for you and your family?
  
  That somebody is you.
  
  Trinity Financial's Paladin Program will teach you how to reach your financial goals. By working together with an experienced Financial Mentor, you will gain the knowledge and financial discipline to get on track and attain the lifestyle you deserve - regardless of your age or current financial status.
  
  Introducing people to the program is my key focus at this time, leading them through the process and then developing a coaching relationship with them. Their financial success is my goal.

• Program Director

  LeTip Thornhill Chapter

  (Management Consulting industry)

  October 2008 — Present (1 year 2 months)

• Toronto Director

  HAPPEN Networking (Sole Proprietorship)

  (Sole Proprietorship; Professional Training & Coaching industry)

  September 2008 — Present (1 year 3 months)

  HAPPEN is the largest Professional and Executive Networking Association in Canada, dedicated to helping Executives and Professionals manage their careers during and following a transition. As the Toronto Director, I ensure the weekly events are promoted and conducted successfully. Duties include event faciliation, coordinating with facilities staff, greeting attendees and assisting the presenters. I also facilitiate the formal networking sessions that follow each presentation. Check the website weekly for our schedule of presenters.

• Client Engagement Director

  Commonvision

  (Privately Held; Management Consulting industry)

  December 2008 — May 2009 (6 months)

  Commonvision™ is a consulting firm specializing in business transformation. We help our Fortune 500 clients succeed by managing complex projects (such as IFRS conversions) and public iniitiatives run by them. We make our business models into highly flexible solutions, delivering them on all the platforms customers interact with every day.
  
  As the Client Engagement Director at Commonvision™ my focus is on the client's experience with our teams. Their experience spans across all stages - from initial contact through project development and execution to close off - and they must get the most from our relationship. Professionally, I have lead IT integration teams during some of the largest mergers in Canadian industry, creating the most successful companies in Canada today.
  
  Visit us today at commonvision.ca or contact me at jheckbert@commonvision.ca
  
  Specialities:
  Business Transformation │ Project Management (Tech/Bus) │Deployment

• Cash Flow Coach

  Auteur Group

  (Management Consulting industry)

  March 1999 — January 2009 (9 years 11 months)

  At the Auteur Group, we provide management consulting, personal coaching (particularly for families suffering from poverty of choice) and ministry development. Where people meet to achieve common goals is where the opportunity to enrich their lives as well as the world around them. Build One. Build All.

• Business Development Manager

  Two Global Eyes

  (Management Consulting industry)

  December 2007 — October 2008 (11 months)

  Two Global Eyes was formed to bring sophisticated technology solutions to procurement leaders in the airline catering, construction, telecommunications, health care delivery and technology sectors. As the Business Development manager, I am responsible as the lead 'hunter' to seek out and bring to maturity new business opportunities using existing contacts. As well, I am responsible for prospecting and cold callling to generate leads to fill the void.

• Director, Sales

  SBR Global

  (Privately Held; 51-200 employees; Management Consulting industry)

  April 2007 — November 2007 (8 months)

  Recruited to revitalize the firm’s entire sales and business development strategy following more than two years of declining revenues. Challenged to re-focus the strategy and re-establish contacts within the sector. Within just 6 months:
  * Completely rebuilt the sales strategy and brought the firm from $0 to over $1 million in new business proposals
  * Created a contact database populated with 300+ new sector contacts
  * Developed and presented 7 full-scale RFPs to the utilities sector, driving all stages of the bid process
  * Re-established key senior-level relationships with Hydro One, Toronto Hydro, Powerstream, Enersource, Ontario Power Generation, and the Ontario Power Authority
  * Further presented SBR as a valued service provider with Bell Canada, Telus, and Rogers Communications
  * Opened new sector opportunities through contacts with Infrastructure Ontario and Ministry of Public Infrastructure Renewal

• Director IS Customer Service Operations

  Manulife Financial

  (Public Company; 10,001 or more employees; Financial Services industry)

  October 2004 — September 2006 (2 years )

  Promoted to oversee all IS customer service across North America including the Help Desk, Order Desk, Problem Management, Change Management and Asset Management. Directed policies and performance for each area and ensured all contracted obligations were met by key service providers.
  • Following Manulife’s acquisition of John Hancock Financial, played a key leadership role in the creation and integration of a new consolidated Service Desk consisting of 5500 IS staff supporting over14,000 desktops and 1600 servers across North America
  • Successfully integrated two disparate teams, serving as the face and driving force behind the transition
  • Introduced new standardized Problem Management, Change Management, Asset Management, Vendor Management and Escalation processes across 140 internal and external service delivery teams – new processes enhanced service performance, improved order provisioning, eliminated errors, and reduced costs

• Problem Manager

  John Hancock

  (Public Company; 10,001 or more employees; Financial Services industry)

  July 2002 — October 2004 (2 years 4 months)

  Turned an underperforming IT group plagued with service disruptions and diminishing corporate credibility into a top-quality technical service and support team providing best in-class IS service across six service delivery channels. Managed incident service from initial response through resolution and root cause elimination.
  • Introduced new ITIL-based Problem Management and Incident Management processes that eliminated 75% of service disruptions and reduced duration of service disruption a further 75% within the first year

• Technical Support and Implementation Support Team Lead (contract)

  HYDRO ONE

  (Government Agency; 5001-10,000 employees; Utilities industry)

  June 2001 — July 2002 (1 year 2 months)

  Brought in on contract to head up and coordinate all technical support during Ontario`s Hydro deregulation (“Market Ready Project”) as well as oversee the development-to-production-sustainment process for all new Market Ready applications. Responsible for managing all vendor relationships and outsourced projects.
  • Assisted with the technical design and architecture of 3 testing environments and the final production environment of 15 NT servers and 13 HP mid-range systems
  • Oversaw deployment of the new desktop application code to over 7500 windows workstations into production

• Manager, Business Development

  TheOffice.com

  (Privately Held; 1-10 employees; Computer Software industry)

  April 2001 — June 2001 (3 months)

  Responsible for lead generation and prospecting of web masters for a web content management system on behalf of the business. Lead the marketing efforts

• General Manager

  Blue Cat Networks

  (Privately Held; 11-50 employees; Information Technology and Services industry)

  January 2001 — March 2001 (3 months)

  As the General Manager, lead the effort to take a new Internet enablement product from concept to market in 10 weeks. Responsibilities included building and testing the prototypes, sourcing part suppliers, building the production facilities and processes, developing the sales strategy both direct and channel and preparing promotional material. Generated 10 solid orders in the first ten weeks.

• Manager, Systems Operations (Company ceased operation in 2001)

  se reseach

  (Privately Held; 11-50 employees; Internet industry)

  January 2001 — March 2001 (3 months)

  While managing the sales and delivery of both internal and customer-facing technical support for Simpyengineering, selected to establish BlueCat Networks from scratch with full strategic and tactical accountability for business development, marketing, sales, pre-sales support, and production operations.
  Within 10 weeks:
  • Developed a VAR strategy and integrated marketing and direct sales plan
  • Designed the production facility including parts management, quality assurance, product support, and processes
  • Quickly secured 10 orders valued at over $200,000
  • Despite progress, SE Research ceased operations in late 2001 due to loss of financing

• Manager, Systems Management

  Merrill Lynch

  (Public Company; 10,001 or more employees; Financial Services industry)

  July 2000 — October 2000 (4 months)

  • Managed a group of technical staff responsible for supporting Merrill Lynch Canada’s NT and UNIX infrastructure of 205 NT servers and 13 Unix (Sun) servers. Responsible for 17 staff and $3.8 million budget

• Shift Service Manager (contract)

  Ontario Power Generation

  (Government Agency; 1001-5000 employees; Utilities industry)

  April 2000 — July 2000 (4 months)

  Managed operations shift personnel working rotating shifts to ensure all computer services were delivered as required.
  
  • Managed the Data Centre Relocation Project. Responsible for directing the activities of five Project Leaders, and integrating the implementation of five other key initiatives in tandem with the phased relocation of critical service delivery components.
  • Completed a microfiche outsourcing project in six weeks saving the company $100,000 annually, including contract negotiation and procedural setup.
  • Assisted with the review and approval of changes into the production environment with the aim of minimizing service disruptions caused by uncontrolled change implementations
  • Participated in the Critical Incident Control management team as the Operations Team Lead

• Manager, Technology Integration (Co. acquired by Maritime Life in 1999.)

  Aetna Life Insurance

  (Public Company; 1001-5000 employees; Financial Services industry)

  March 1999 — November 1999 (9 months)

  Managed operational services including print and mail room, local client server processing environments, 2,500 desktop systems and IBM mainframe service delivery using an outsourced service provider. Responsible for 19 staff and $2.2 million budget.
  
  • Saved half a million dollars during my first month by removing an under-used printing subsystem and using an outsourced provider to handle the overflow.
  • Identified deficiencies affecting service delivery from an outsource service provider, involved all affected stakeholders in the solution, and implemented action plan to exceed service level targets.
  • Initiated a capacity planning process to relate specific business activities to processing workload and disk storage requirements for capacity and budgetary planning.
  • Manage all critical service interruptions to minimize the immediate impact and prevent future incidents.

• Manager, Production Control

  ROGERS

  (Public Company; 1001-5000 employees; Telecommunications industry)

  September 1997 — March 1999 (1 year 7 months)

  Managed all operations support functions, including Problem and Change Management, Automation and Systems Management, Scheduling, Application Support, Security, Capacity Planning, Performance Management, and Storage Management, across all operating system platforms. Responsible for 19 staff and $2.8 million budget.
  
  • Developed, designed, and managed the implementation team for an enterprise systems management platform to consolidate the management of five MVS system images, over 200 client server systems, all WAN/LAN network devices (routers, switches, hubs, bridges, and gateway servers,) 7,000 Windows desktops, and all telephony equipment onto a single workstation to improve efficiency and reliability of the service delivery.

• Technology Planner - Systems Management

  Rogers Shared Services, a division of Rogers Communications

  (Public Company; 1001-5000 employees; Telecommunications industry)

  September 1996 — September 1997 (1 year 1 month)

  • Developed specifications for operations management tools, researched the market, selected products and vendors, manged the implementation team with the goal of improving efficiency and effectiveness.
  • Special expertise in integrating management processes and systems to support multiple database environments (e.g. Oracle, Sybase, DB2, and IMS) into an Enterprise Systems Management platform.

• Various Operations and Operations Support Positions

  Rogers Shared Services, a division of Rogers Communications

  (Public Company; 1001-5000 employees; Telecommunications industry)

  July 1987 — September 1996 (9 years 3 months)

  Various Operations and Operations Support Positions including
  Supervisor for Scheduling, Operations, Automation and Mid-range support teams
  Operations Project Manager
  Automation Analyst
  Operations Financial Coordinator

• Sr. Scheduler/Prod. Supp.Co-ordinator

  Sears

  (Public Company; 5001-10,000 employees; Retail industry)

  April 1977 — July 1987 (10 years 4 months)

  Responsible for scheduling the production work for 5 Data Centres as well as the day-to-day support for the production support staff on rotating shifts.
  
  * Delayed a planned processor by reducing the daily batch failure rate from 40% to 2%, saving $1.5 million for the company.
  * Reduced the production support staff simultaneously from 16 to 4 FTE's as a result of the same effort
  * Implemented a revised training program for all Operations staff, including two new courses on equipment maintenance and problem solving skills.
  * Co-managed the North American rollout of CA-7 across the entire Sears organization with a Chicago-based project manager.

John Heckbert’s Education

• University of Waterloo

  Psychology 1989 — 2010 (expected)

  Currently enrolled in my second year.

• Wilfrid Laurier University

  Business , 1976 — 1977

• Michael Power High School

  OHGSSD , 1972 — 1976

Additional Information

John Heckbert’s Interests:

• Coaching/mentoring individuals to achieve success beyond their current expectations by standing for the result they desire in their life and helping them achieve that result. • Developed a stewardship ministry in my faith community so the community will accept their abundance and share generously of their time; talent and treasure. • Marriage preparation team leader

John Heckbert’s Groups:

• President, Ontario Chapter, Association for Computer Operations Management
• Charter President, Southern Ontario Tivoli User Group
• Youth Coodinator, Orangeville ON
• Charter President, Local Chapter of an International Service Club, Richmond Hill, ON

•    Executive Suite
•    HAPPEN
•    ITSM (ITIL) Professionals
•    ITSMF interest (1300+)
•    Waterloo Alumni
•    Consultants Network
•    ITSM Professionals
•    Friends of / Amis du Canada
•    IT Directors' Network
•    CIOs.com: Chief Information Officer Network
•    Power of Learning
•    Green
•    ITIL and ITSM Special Interest Group
•    ITIL / ITSM
•    Certified IT Service Managers

John Heckbert’s Honors:

• Recognized as the third top recruiter provincially for an international service club in 2007-08.
• Lead my local service club to a provincial award based on programs offered, membership growth and overall goverance in 2007-08.

John Heckbert’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch