Dave Mcinnes Email & Phone Number

Chelmsford, MA, US

Burlington, Massachusetts, United States

* Managed multiple ServiceNow implementation & development projects in the ITSM, ITOM and FSO applications for multiple customers using Agile development methodology* ServiceNow platform management - health checks, security checks & upgrades for multiple customers* Collaborated with Sales and Services teams to assess, qualify, and scope ServiceNow.

Sudbury, Massachusetts, United States

• Directed ServiceNow development for the Service and Apps & Engineering Departmentso Implemented core platform, ITSM, ITBM, CSM and FSM ServiceNow modules from scratchIntegrated ServiceNow with CSIo Analyzed business.
• Re-worked existing outdated contact center software to meet the changing business needs at the beginning of the Pandemico Soft phone client for remote workerso Re-designed call flowso Developed standardized call.
• Implemented Nice CX1o Designed & implemented new contact center softwareo Designed call flows from scratcho Integrated CX1 with ServiceNow (Skybox SIX agent) to tie calls to Caseso Integrated CX1 with Zoom Phone so.

Waltham, MA

• Directed ServiceNow development for the NCare Managed Services divisiono Analyzed business problems and functional enhancement requests, comparing existing operational practices against ServiceNow platform capabilities.
• Managed NWN’s Post Incident Review process, driving root cause analysis and process revision throughout the Managed Services division for continuous improvement
• Lead process analysis & revision, driving continuous improvement
• Ad-hoc management oversite of other Managed Services teams to resolve performance issues

Waltham, MA

• Managed NWN’s Post Incident Review process, driving root cause analysis and process revision throughout the Managed Services division for continuous improvement
• Managed the delivery of IT services for larger key clients to ensure customer satisfaction
• Client liaison and advocate within NWN for many customers across multiple industries
• Managed contract scope and change control process
• Facilitate and lead regular customer meetings to promote account growth
• Monthly and quarterly reporting against contractual SLAs

Waltham, MA

• Managed the delivery of IT services for clients to ensure customer satisfaction
• Client liaison and advocate within NWN for many customers across multiple industries
• Managed contract scope and change control process
• Managed multiple, concurrent customer enablements to bring new customers live post-booking
• Facilitate and lead regular customer meetings to promote account growth
• Monthly and quarterly reporting against contractual SLAs

Newton, MA

• Contracted as Director of IT for one of NWN’s customers
• Responsible for customer’s infrastructure as a whole (main office data center, colo data center, website, applications)
• Managed and consolidated IT vendors from 70+ down to 18 including many contract negotiations
• Consolidated $1.4mil IT budget down to $400K
• Planned & coordinated migration of entire physical infrastructure to the cloud
• Planned & coordinated all IT-related aspects of physical office move

Waltham, MA

• Hired, trained and managed team of 13 Service Desk Engineers
• Directly responsible for day-to-day support of three separate customers, combined to form the largest portion of NWN’s Service Desk
• Responsible for over 4000 tickets and calls per month (the largest Service Desk ticket & call volumes at the time)
• Monthly and quarterly reporting against contractual SLAs
• Data analysis & trending to drive continuous improvement and contract renegotiations

Waltham, MA

• Ran monitoring system for over 75 customers (3000+ networking, UCCX, windows server & linux server devices)
• Ticketed & troubleshot networking, server and end user / help desk issues with minimal to no support over night with more closed tickets than any other engineer in the NOC
• Worked to resolve higher-level issues with senior systems engineers and telcos
• Performed routine server maintenance & patching for many customers, ensuring systems complied with up to date patches
• Took on leadership role in the NOCo Directed and trained all new overnight NOC engineers as well as new daytime engineerso Wrote training documentation and helped revise the NOC training program to be more efficient.
• Took on higher-level technical projects to expand my knowledge and help the company:o Quarterly VMware updates for NWN Inframax & Corporate VMware infrastructureso Customer server patch management using BigFixo Monthly.

Boston, MA

• Assistant General Manager
• Managed a multilingual staff of approximately 70 employees for a $3.5 million dollar company
• Directed activities, managed schedules, established priorities, provided guidance and ensured the availability of company resources and personnel to meet or exceed customer needs
• Interviewed, hired, and trained employees. Took any disciplinary and employment termination action when required.
• Managed 1 million dollar annual payroll on a weekly basis for both hourly and salaried employees
• Solved customer relationship issues by resolving any check or food disputes and/or complaints

Lexington, Massachusetts, United States

• Designed and implemented all intranet pages for company-wide directory and integrated visual office mapping
• Designed and implemented testing protocol for xml dif-merge application (section of ClearCase software)
• Performed 3rd party software integration testing and incompatibility resolution
• Managed Rational Software computer lab environment

Bachelor'S Degree, Economics

Education record