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.

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.
• 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.

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.
• 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.

• 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.

• 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.

• 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.