Jeff Mcintosh Email & Phone Number

Mount Laurel, NJ

• In my role as Vice President of Global Service Delivery at QAD Inc., I lead a dynamic team of 350+ professionals dedicated to application and technical support, customer engagement, and strategic business expansion..
• Led strategic overhaul from regional model to System Owner framework, significantly boosting cross-departmental collaboration, operational efficiencies, and customer experience.
• Managed multi-year projects to redevelop and implement a scalable global operations framework, crucial for delivering subscription and maintenance contracts internationally increasing subscription revenue and.
• Initiated creation of globally distributed network of external support partners, enhancing operational capabilities with specialized knowledge of specific geographic areas and products. This initiative led to a.

Mt. Laurel, NJ

• In my capacity as Director at QAD Inc.'s Service Delivery Center for North America, I managed both application and technical support teams, guaranteeing top-tier performance and exemplary service across the continent..
• I initiated the formation of what would evolve into our Customer Success team by establishing an Enterprise Service Delivery Team tailored for our most critical clients, thereby enhancing oversight and management of.
• I led a crucial overhaul of our incident management process by integrating automated systems for ticket categorization within the ITSM, which boosted our front-line ticket resolution and markedly decreased our Mean.
• By revising our recruitment standards, I managed to shorten training durations and increase staff retention, ensuring a more skilled and stable workforce.These strategic initiatives underscore my commitment to.

Mt Laurel, NJ

• As the Team Leader for QAD Inc.'s global Service Desk, I was entrusted with the comprehensive management of our customer support operations. My role involved overseeing the team's daily functions, providing mentorship.
• I took the lead in conducting detailed presentations for our customers. These sessions were designed to enhance their understanding of QAD's support services and processes, thereby boosting their engagement and.
• My efforts and leadership were recognized when I was promoted to the Director position, a testament to my commitment to excellence and the tangible improvements I brought to our service operations.
• This role sharpened my skills in team leadership and operational management, preparing me for more strategic responsibilities in the future.

Hackensack, NJ

• As the Client Service Manager at EarthCam Inc., I was responsible for overseeing client service operations, ensuring that our team delivered top-notch support and maintained high customer satisfaction. My role was.
• Revitalized our technical support, adopting a more client-centered approach that significantly improved our engagement and responsiveness.
• Restructured our technical support processes, which reduced the time needed to resolve issues and enhanced the overall quality of our customer service.
• Improved our internal communications, which streamlined operations and reduced costs associated with installation and on-site work for our field technicians.These efforts not only strengthened our client relationships.

Mahwah, NJ

Provided advanced support, training, and communication to end-users through various channels. Implemented an online support ticketing system with standardized procedures. Collaborated with data providers to enhance data accuracy for emergency notification customers.

Franklin Lakes, NJ

Committed to honor our fallen comrades by helping the living and providing community service. I held two positions at Post 5702: Vice Commander & Quartermaster.

Orangeburg, NY

Deployed twice, including to Baghdad, Iraq, with responsibilities for establishing security at Camp Cropper and maintaining law and order in the city. Held a pivotal role overseeing operations for the entire company, managing both platoons and personnel.

Economics

Activities and Societies: Water Polo

Computer Science