Technical Support Manager

David James McIntyre

** ****** ******, *********, ** 01606

508-***-**** *********@*****.*** www.linkedin.com/in/davidjamesmcintyre

Summary

Senior Technical Analyst: Information Technology Professional possessing a diverse background in IT management, technical training, desktop engineering support, and mobile device support in an enterprise environment. Optimistic, imaginative, hard-working self-starter that is results-oriented and customer focused with a proven ability to leverage leadership qualities, technical expertise, dedication, motivation, innovation, and customer focus to advance team and company initiatives towards accomplishing the collective mission.

Expertise

●Microsoft Windows 7/ 8/ 10

●Sysinternals

●Microsoft Outlook / Exchange

●Microsoft Office 2010-13/365

●Active Directory

●Mobile Device Management and Repair - iPad / Android / Blackberry

●Mac OS 10.x

●Technical Training Curriculum Development and Teaching

●ServiceNow

●PCI and SOX Compliance

●IBM BigFix Security and Patch Management

●Application Support

●Process Improvement

●Software Rollouts and Deployment - Altiris / BigFix Automation

●Data Encryption - Bitlocker / PGP

●Antivirus / Malware - SEP

●VMware / VDI

●VMware vSphere Client

●WebEx

●ITIL

●Operations and Systems Management

●Remote Site Management

●Project Management

●Disaster Recovery

●Data Recovery

●LAN/WAN Networking

●Wireless Networking

●Remote Connectivity / Remote Desktop / VPN

●TCP/IP

●Infoblox Grid Manager

●VoIP

Professional Experience

Staples, Inc., Framingham Massachusetts 2003 - 2015

Senior Technical Analyst

●Managed daily operation of the Corporate desktop environment achieving all service level agreement obligations for customer contact, incident resolution, and service request resolution.

●Managed daily desktop operations liaising with vendors, corporate business units, and other technical support teams focusing on continuous improvement making procedural changes and developing automation to improve support response, productivity, and efficiency resulting in quicker incident and service request resolution improving customer satisfaction and experience.

●Responsible for network intrusion prevention and detection, virus prevention, detection and removal, critical patch release evaluation by Microsoft, Adobe, Oracle, and other vendors, patch pilot and review, patch deployment and implementation, and network vulnerability analysis consistently achieving monthly security compliance for over 13,000 desktop/laptop devices on the corporate network while minimizing business impact.

●Supervised 2nd level offshore and remote desktop support teams resulting in improvements in first contact customer issue resolution and a significant reduction in incident ticket escalations to advanced support teams.

●Developed training curriculum and conducted training for remote and offshore technical support teams during two offshoring initiatives involving Accenture, Cognizant, and HCL reducing technical training costs and overall technical support costs.

●Maintained the Corporate Technical Training Center, providing technical support, installing hardware, and installed software as required.

●Desktop project lead for the large-scale move of several IT teams and all equipment, labs, networking from one facility to another.

David James McIntyre 508-***-****

●Developed and maintained the integrity of technical support documentation for first and second level support teams, ensuring that ServiceNow, ITIL, and the knowledge base databases remained current.

●Desktop project lead for Knowledge Base upgrade - developing and implementing standards for documentation and providing approvals for new submissions. Desktop project lead for the Corporate security camera hardware and software upgrade and move from a private network to the Corporate network. The security camera project included the home office in Framingham as well as the Corporate offices in Broomfield, CO and Columbia, SC. Desktop project lead for the PGP data encryption implementation and software roll-out.

Staples, Inc., Framingham Massachusetts 2000 - 2003

Senior Windows NT Engineer

●Served as escalation manager accountable for swift resolution of escalated problems and attending escalation manager round table and service level management meetings.

●Trained and supervised technical support staff responsible for “day to day” NT Infrastructure support duties.

●Responsible for the trending and analysis of all trouble tickets and service requests to ensure that service levels were met and to identify and recommend solutions for recurring problems.

●Project Manager for restructuring of web based applications, restructuring of security and access permissions for the budget application, implementation of an enterprise fax solution, and transition of account and network security from NT Infrastructure support to system administrators.

Staples Inc., Framingham, Massachusetts 1999 - 2000

Senior Technician Remote

●Responsible for 2nd/3rd level support of the NT Infrastructure at all remote locations including network, server, remote access, and desktop support.

College of the Holy Cross, Worcester, Massachusetts 1996 - 1999

Production Services Manager

●Managed operations staff of six providing 24/7 coverage over three shifts. Responsible for all aspects of systems and operations management including hiring, staff performance review, firing, conflict resolution, production processing integrity, system and network performance, system and network security, e-mail administration, user account control, and remote access.

●Project Manager for highly visible memory management and capacity planning project. Developed, documented, and implemented policies and procedures that freed valuable system and network resources.

●Member of the Network Operations System Management Team responsible for rolling out the Crossway Network which was the 1997 winner of the CAUSE Award for Excellence in Campus Networking.

Education

University of Phoenix, Phoenix, AZ.

Information Technology

University of Wisconsin, Madison, WI

Engineering

Computer Learning Center of Boston, Boston, MA

Computer Operations

STI

Certified Help Desk Professional

CSME

ITIL Certificate in IT Service Management

Various institutions and events

Windows Systems Management and Systems and Operations Management

Managing People

Network Optimization and Troubleshooting

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