Richard J. McIntee, Jr.
South Lyon
Summary
Results-oriented Sr. Client Delivery Manager with expertise in enhancing customer satisfaction and driving security compliance. Implemented delivery optimization strategies and facilitated audits to strengthen client relationships. Skilled in technical documentation and team collaboration, delivering effective service and achieving project objectives.
Overview
28
28
years of professional experience
2
2
Certifications
Work History
Sr. Client Delivery Manager
NTT Limited
Southfield
06.2024 - Current
- Client Delivery Manager for one of the Top 5 customers for NTT Limited.
- Coordinated and drove yearly EBR, aligning strategic goals with customer expectations.
- Aligned with customer on yearly audit, ensuring successful compliance and passing of their audit.
- Turned around customer struggles, resulting in improved relationship and satisfaction with NTT.
- Executed three successful disaster recovery tests to validate preparedness.
- Work with them on the yearly security Pentest.
- Work with the team over the past year on Change management process and controls to help eliminate some ambiguities and issues in the past that resulted in credits.
Director, Technical Integrations
Secure-24
Southfield
05.2019 - 06.2024
- Led implementations for new customers and managed renewals/upgrades for existing customers.
- Reviewed sales documentation, aligned project resources, and established timelines for successful project execution.
- Ensured timely patch management to maintain system security for all users.
- Compiled detailed reports on patch compliance to ensure SLA requirements were fulfilled.
- Working with the automation team on necessary configurations needed for patching, AV, DR.
- Coordinated with decommissions team to ensure all checks and final backups were completed for proper customer decommissioning.
- Directed the escalation coordinators and incident management team, focusing on preventative actions and root cause analysis.
- Developed incident management processes to enhance team effectiveness.
Manager, Implementations/Hybrid Engineering
Secure-24
Southfield
03.2012 - 05.2019
- Led team of 10 Microsoft/Linux engineers in hybrid engineering, overseeing projects, implementations, and support ticket resolution.
- Managed diverse OS builds for financial, manufacturing, and medical companies, ensuring tailored solutions meet industry-specific requirements.
- Managed team operations to enhance service delivery and customer satisfaction.
- Developed and implemented strategic plans for technology infrastructure upgrades.
- Oversaw incident response and security management protocols for client data protection.
Admin, HP-UX, AIX, Linux
Secure-24
Southfield
02.2009 - 03.2012
- Supported HPUX and AIX environments for four customers, ensuring reliable system performance.
- Supported HPUX 11iv1 and AIX5.3 environments to ensure operational efficiency.
- Handled daily administration tasks, including LVM, HP MC/ServiceGuard, printer, and user accounts for various operating systems.
- Set up LPARs for a customer using HMC, enhancing system resource management.
- Configured performance monitoring and set up checks with Nagios.
- After a year moved over to the Linux team to help support over 1000 RHEL/Suse servers.
- Participated in on-call rotation for Unix and Linux systems, providing timely incident resolution.
Technical Analyst/Liaison
IAC-NA
Plymouth
09.2007 - 02.2009
- Coordinated technical services with Secure-24 to support HPUX 11iv1 servers, ensuring seamless operation.
- Supported critical MC/ServiceGuard and LVM operations to ensure system reliability.
- Played a key role in setting up and testing IAC's production EDI in preparation for the production launch.
- Developed documentation for Secure-24, facilitating support establishment for IAC.
Senior Unix System Analyst
Lear Corporation
Southfield
02.2003 - 09.2007
- Led Veritas NetBackup implementation and managed security team, ensuring data protection and compliance.
- Implemented HP’s MC/Service Guard for system reliability.
- Coordinated production support for EMC disk systems, troubleshooting and resolving issues to maintain service continuity.
- Utilized shell scripting skills to streamline processes and resolve technical challenges.
- Collaborated with junior admin at Lear’s El Paso data center to upgrade environment from HP-UX 11.0 to 11i, enhancing system performance.
- Working primarily with HP-UX 11.0 and 11i enterprise systems.
- Attended HP classes for HP-UX System/Network Administration to enhance technical skills.
- Also worked with Lear’s Unix Data Warehouse for documentation on a DL380 box running Red Hat Linux.
Senior Unix System Analyst
Eaton Corporation
Eastlake
06.1998 - 02.2003
- Working primarily with HP-UX 10.20 & 11.0 enterprise servers.
- Developed Dazel to replace OpenSpool, enhancing print management capabilities.
- Provided primary support for job scheduling application, Maestro, ensuring seamless operations.
- Collaborated in providing support for MC/Serviceguard, Measureware software, LVM, and disk management, contributing to system performance.
- I worked with Veritas NetBackup and Storagetek hardware.
- Participated in various EMC disk migrations.
- Technical support contact for all our printers using HP's OpenSpool and Dazel.
- Received acknowledgment from Eaton's Global Support Center as a 'role model' for support, along with a 'special management bonus.'
- Participated in MC/Serviceguard and LVM classes and Dazel training.
Education
General Studies -
Kent State University
Kent, OHSkills
- Client relationship building
- Service delivery
- Implementation strategies
- Delivery optimization
- Satisfaction improvement
- Security compliance
- ITIL framework
- Audit facilitation
- Business analysis
- Technical documentation
- Recordkeeping management
- Service agreements
- Problem resolution
- Team collaboration
- Effective communication
- Customer satisfaction
References
Available Upon Request
Awards
Outstanding Role Model as a Support Engineer, Eaton Corporation, 1998
Sensitivity Label
General
Certification
GenAI Academy: Yellow Belt Level 1 & 2 for Consultants
Timeline
Sr. Client Delivery Manager
NTT Limited
06.2024 - Current
Director, Technical Integrations
Secure-24
05.2019 - 06.2024
Manager, Implementations/Hybrid Engineering
Secure-24
03.2012 - 05.2019
Admin, HP-UX, AIX, Linux
Secure-24
02.2009 - 03.2012
Technical Analyst/Liaison
IAC-NA
09.2007 - 02.2009
Senior Unix System Analyst
Lear Corporation
02.2003 - 09.2007
Senior Unix System Analyst
Eaton Corporation
06.1998 - 02.2003
General Studies -
Kent State University