Harold J Mcintyre Email & Phone Number

Beaverton, Or, Us

United States

Portland, Oregon, United States

Responsible for ensuring an outstanding level of customer service by developing and leading the Service Management function across the entire IT division. Lead continual improvement in Service Management. Manage the day-to-day operations of the Service Desk. Continually improve reporting functions to align with enterprise needs. Ensure that service levels are maintained. Work with IT and business partners to develop training and guidance documents for TriMet staff about how to navigate IT and use the Service Desk effectively.

Portland, Oregon Area

• Assume responsibility for the successful delivery of IT services to the designated business unit(s) by prioritizing initiatives and ensuring sufficient resources are assigned to meet project timelines and desired outcome.• Oversee the integration of all service delivery efforts and constantly improve the quality and inter- working of the whole 'virtual' service team (including suppliers) to ensure a seamless end-to-end delivery of service.• Demonstrate critical thought leadership in analyzing current state technology and making cost effective business justifications in moving to new paradigm.• Work closely with key business groups and stakeholders to understand customer requirements and assist in solution design. Monitor project/initiative progress using approved methods.• Create process documentation including but not limited to flowcharts, work instructions, definitions, operational instructions, etc.• Provide incident management support to difficult, high profile customer issues; ensure root-cause analysis is conducted and corrective action is implemented for future benefit. • Partner with teams to facilitate a proactive IT/business engagement and transfer of knowledge with respect to IT product road-maps and plans. • Serve as the primary point of contact for the Development and Architecture teams for infrastructure related projects, service requests, change controls, etc. • Assist in educating customers and employees on IT practices, procedures, and processes.• Keep current with industry trends, quality initiatives, and technology developments.

Portland, Oregon Area

• Responsible for total support and troubleshooting of the XPO internal user environment. • Primary job responsibilities included, Tier 2 and Tier 3 issue resolution and support of all desktops, laptops, software and business applications, thin clients, print services, telephony, AV equipment, and basic networking. • Monitored ITSM ticketing system to make sure SLAs and response time goals are being met.• Lead the team of Deskside Technicians responsible for end-user support.• Developed and trained team in industry best practices for IT Support and Customer Service. • Provided decision making and direction to Deskside Team in crisis response situations.• Presented a high level of professionalism and customer service throughout all interactions. • Monitored escalation process from Service Desk to Deskside AND Deskside to EUC Engineering. • Managed rotating schedule for our Walk-in Center and Depot departments.• Maintained and periodically audited asset management system.• Coordinated support efforts between EUC Engineering and Deskside support.• Directed the prioritization of white-glove support activities for executives and upper management. • Managed resources to ensure rapid response to AV issues preventing presentations or delaying meetings.

• Monitored the incident resolution and service level achievement.• Ensured the global change management standard is implemented and followed. • Managed a group of four personnel supporting over 1300 seats.• Oversaw the definition of deliverables to ensure strategic targets are met.• Monitored ticketing system usage by the local and other IT teams and provide feedback for future enhancements.• Reviewed problem management related reports with GIT teams and follow up on service improvement initiatives. • Ensured that the end user services delivered are excellent, effective, and efficient.• Managed the Mac user area for the corporate office, assuring that the proper strategy is in place, followed and accomplished within global guidelines.• Participated on developing and implementing global service support standards and rollout concepts for further standardization. • Ensured the global problem management standard is implemented and followed.• Responsible for the daily IT deskside operations for the corporate office and sales/remote offices. • Ownership of end to end user support in the NAM West region (Desk side support).

• GIT Technology Consultant responsible for Adidas Sales Team applications and hardware to ensure they provide customer satisfaction.• Ensured Adidas and Reebok Sales Force Automation information technology needs are managed consistently, followed professional IT and global standards.• Assessed and articulated detailed operational, analytic and executive business requirements to design, deliver and support technology solutions.

• Desktop supervisor managing five employees reporting to the Infrastructure Enterprise manager. • Provided Desktop support to our Sales Force, remote offices, and onsite users.• Client Remote Sales Force and regional office support. • IT asset management and tracking.• Researched technical environment gathers and reviews business cases as applied to enterprise wide needs. Defines scope, plans, and deliverables for assigned projects.• Supported everything on our client computers end to end as well as our network printers, projectors, and anything else our users need.• Lead project teams in implementing new or upgraded hardware and software. • Primary point of contact and liaison to the Adidas Sales Force. Asset Management, automation, and Imaging using Altiris Notification and Deployment Server

• Managed an IS system lab where new and used equipment is configured.• Supervised and coordinated work for three permanent technicians and two temporary employees. • Received and scheduled deployment of new systems and components. • Installed, configured and troubleshot server, desktop and laptop systems.

• Provided level 2 support of customers via remote desktop capture and management of personal computers. • Interacted with customers on phone while providing remote services, status and resolution. • Remotely installed and configured software for customers.• Remotely trouble-shot problems with applications and system configurations. • Interacted with team leaders and peers in resolving problems.• Performed tasks in problem management system to document work and process tickets. • Utilized Novell NetWare, Microsoft Windows 3.11, 95, and NT products.• Provided Windows NT network administration and security.• Provided first level support within RDM department for LAN, CAN and WAN solutions.