Mark Heinzer

About Mark Heinzer

Senior Escalation Leader with deep expertise supporting top-tier Fortune 500 companies. Known for possessing a strong mindset for operational excellence and acute attention to detail. Customer-focused with building relationships based on trust from technical guidance, resolving complex issues, and mentoring others. Passionate about achieving success through building and maintaining cross-functional relationships, decision-making ability, aligning with business strategy, and helping customers achieve their desired outcomes.

Experience

1. Senior Support Account Manager

   ServiceNow

   Sep 2025 — Present · US

   Responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.* Present to all levels of management, including C-Level stakeholders.* Use industry-leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business-impacting events for customers.* Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as they relate to my customers’ needs.* Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and ongoing projects.* Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.* Act as the facilitator between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.* Manage, document, and report on performance against service level agreements (SLAs) and, where SLAs are not being met, document and oversee an action plan that will result in meeting and exceeding those commitments routinely.* Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.* Review open cases, problems, and changes, communicating aligned priorities to assigned ServiceNow teams to ensure timely responses and resolutions.* Act as an escalation point for customer-impacting business-critical issues.

Skills

• Vlan
• Lan Switching
• Cisco Technologies
• Ethernet
• Multicast
• Stp
• Routers
• Bgp
• Tcp/Ip
• Catalyst Switches
• Wan
• Hsrp
• Network Security
• Routing Protocols
• Eigrp
• Cisco Routers
• Routing
• Ccie
• Cisco Nexus
• Ip
• Network Engineering
• Cisco Certified
• Data Center
• Network Architecture
• Switching
• Mpls
• Cisco Ios
• Switches
• Lan-Wan
• Ospf
• Qos
• Ccnp