Donis A. Heard

A technical account management professional, passionate about customer service, with 14 years experience managing enterprise-level federal government customers and a compelling record of end-to-end service delivery planning, critical situation management, disaster recovery, and business continuity management.


Skill Profile & Summary

         Contingency Planning Excels at identification of internal and external events as potential business interruptions and develops safeguards and recovery procedures in the event of a business interruption.  Skilled at documentation and training to prevent ambiguity and uncertainty during a business impacting event.

         Business/Disaster Recovery Highly skilled at identifying and working with appropriate resources to develop safeguards, procedures, and business recovery plans to mitigate the actual impact of interruptions. 

         Risk Management Proficient at the business assessment, operational requirements assessment, and risk assessment in order to identify and categorize outage exposures and make appropriate plans for insuring Business and Regulatory Requirement adherence and appropriate cost justification of COOP plans. 

         Contingency Plan Life Cycle Management Monitors the continued relevancy of existing disaster recovery plans and identifies possible improvements, updates, or modifications for increased efficacy as measured by business impact balanced with cost justification. 

         Critical Situation Management Adept at incident command of remote and on-site management of critical situations.  This includes initiating quick responses to breached business parameters and implementing prescribed and ad hoc recovery methodology, coordinating the efforts and resources towards the remediation of the event and restoration of normal business operations.  Situation closure often includes a thorough root cause analysis, procedural review, and modification of existing plans to forestall the occurrence of future incidents. 

Work Experience: Microsoft

Microsoft - Public Sector, Federal

US PEER (Planned Event and Emergency Response) BCM Lead for Microsoft Premier North America   - 4/2012 Current

Serving as the lead facilitator for effective coordination of response activities and communications between business unit teams and key stakeholders during planned and unplanned business disruptive events.  Identified areas not covered or under-covered by PEER, and proactively planned greater emergency coverage.  Continuously monitored potentially disruptive internal and external events ranging from natural disasters to downed applications.  Facilitated cross-team collaboration to efficiently disseminate information and minimize impact. 


Technical Account Manager - 7/2002 - Current

Serving as the point of contact for Microsoft's enterprise-level Public Sector customers, providing them with managed support with a focus on proactive support and service.  Additional activities included but were not limited to Service Delivery Planning, Lifecycle Planning, Critical Situation Management, Disaster Response Planning / Risk Mitigation Support, workshop planning and facilitation.

Current and past clients include:  Federal Reserve System, Federal Reserve Board of Governors, U.S. Securities and Exchange Commission, United States Postal Service, Federal Housing Finance Agency, Agfirst Farm Credit Bank, CoBank, AgriBank FCB.


Microsoft Consulting Services - Public Sector

Partner Strategy Consultant - 3/2001 - 7/2002

            Partners Managed: Avanade, ePresence (formerly Banyan Vines) and Compaq


Microsoft Consulting Services - Partner Practice team

Associate Consultant II - 9/2000 - 3/2001

            Exchange consulting; notably a project with Motorola managing a world wide           Exchange / Digital Dashboard project.


Microsoft - PSS Premier

Support Professional & Tech Lead - 12/1994 - 8/2000


Prior Work Experience

City of Visalia - LAN Admin (Novell WAN rollout)/ PC Specialist

CIGNA Health Care - LAN / Technology Manager
GTE / Contel Service Corp. - Western Region PC Transfer Representative

U.S. Navy - Advanced Electronics, Missile Technician, Torpedoman


Community and Philanthropic Work

Atlanta Parrothead Club Board of Directors

Charlotte Parrothead Club, President and Board of Directors

Boy Scouts Troopmaster, Assistant Troopmaster, Troop Committee Member

Cub Scouts Den Leader, Webelos Leader

Community Emergency Response Team (C.E.R.T.)

Red Cross Shelter trained




This site was last updated 03/31/13