Thomas "Ian" McIntosh
Santa Fe,NM
Summary
Results-driven Director of Operations with a proven track record in process improvement and strategic planning. Expertise in optimizing workflows, enhancing customer satisfaction, and leading high-performing teams to achieve operational goals.
Overview
28
28
years of professional experience
Work History
Director of Operations
Mike's Garage
Santa Fe, NM
08.2024 - Current
- Supervised all aspects of daily business functions, optimizing workflows and resource allocation.
- Achieved increased profitability through strategic sourcing of cost-effective, high-quality parts.
- Streamlined vendor payment processes and financial management.
- Established operational procedures and workflow systems that improved efficiency.
- Delivered projects on schedule by coordinating timelines effectively.
- Enhanced customer satisfaction through the implementation of robust protocols.
- Maintained a well-organized and clean facility to support operational excellence.
Manager
Boxcar
Santa Fe, NM
04.2023 - 08.2024
- Achieved promotion to management from food runner/busser within one month.
- Streamlined documentation and reporting of daily shift activities.
- Optimized cash management and shift-level accounting practices.
- Enhanced staff productivity through effective task delegation and supervision.
- Resolved customer and operational issues to improve service quality.
- Elevated team performance and maintained high service standards.
- Authored employee handbook to standardize operational procedures.
Food Server
Joe's Diner
Santa Fe, NM
01.2023 - 04.2023
- Provided exceptional customer service, ensuring a positive dining experience for all guests.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Maintained cleanliness and organization of dining area, adhering to health and safety standards.
- Assisted in training new staff on menu items and service protocols.
Food Server
Tokyo Hana Japanese Restaurant
Albuquerque, NM
02.2022 - 01.2023
- Oversaw completion of opening and closing responsibilities, facilitating smooth transitions between shifts.
- Processed payments swiftly and accurately, maintaining high standards of financial integrity.
- Managed customer interactions by addressing inquiries and concerns swiftly, fostering positive experiences.
- Acquired comprehensive knowledge of food and beverage products to support menu development and customer service.
Food Server
Bellas Mexican Grill
Taos, NM
04.2015 - 02.2016
- Executed cash transaction management, ensuring accurate payment processing.
- Resolved customer inquiries and concerns promptly to elevate satisfaction levels.
- Monitored inventory levels to support efficient stock management and maintain supply continuity.
- Ensured adherence to food safety and sanitation guidelines to mitigate risks of foodborne illnesses.
Restaurant Food Server
Martyrs Steakhouse
Taos, NM
04.2015 - 02.2016
- Ensured satisfaction of all guests through attentive service and proactive engagement during dining experiences.
- Provided expert menu guidance to enhance guest experiences and support revenue growth through upselling.
- Coordinated with kitchen staff to enhance efficiency in food preparation and maintain precision in order fulfillment.
- Facilitated training for new servers on restaurant procedures to enhance team cohesion and elevate service quality.
Food Service Worker
Chili's Bar and Grill
Española, NM
07.2010 - 12.2015
- Facilitated seamless dining experiences by delivering exceptional service in a dynamic, fast-paced environment.
- Utilized comprehensive menu expertise to effectively promote products and boost sales.
- Engaged with kitchen staff to streamline processes for timely food preparation and enhance dish presentation.
- Facilitated training sessions for new employees on restaurant protocols and safety standards.
- Sustained orderly and hygienic work environments to enhance operational efficiency.
Veterinary Assistant
Cottonwood Veterinary Clinic
Española, NM
10.2010 - 04.2011
- Assisted veterinarians during examinations and procedures, ensuring high-quality patient care.
- Managed animal intake processes, including health assessments and documentation accuracy.
- Educated pet owners on post-operative care and preventive health measures, enhancing client satisfaction.
- Oversaw inventory management for medical supplies and equipment, optimizing resource allocation.
Veterinary Technician
Santa Fe Animal Emergency Clinic
Santa Fe, NM
02.2007 - 09.2008
- Collaborated with veterinarians to conduct diagnostic assessments and administer treatments for a variety of animal patients.
- Conducted vital sign assessments and administered medications under supervision to support optimal patient care.
- Delivered comprehensive education to pet owners on post-operative care and medication management to support successful recovery.
- Maintained a sterile environment and prepared surgical instruments to support successful surgical outcomes.
Lead Barn Technician
Animal Care Clinic
Las Vegas, NM
02.2006 - 01.2007
- Coordinated daily tasks within barn environment, focusing on animal welfare and operational efficiency.
- Provided assistance to DMV personnel during field calls to enhance service delivery.
- Coordinated front desk activities, including greeting guests and managing inquiries to maintain a welcoming environment.
- Facilitated visitor check-in and appointment scheduling to enhance office efficiency.
- Directed daily operations of large animal care protocols, focusing on health monitoring and proper feeding practices.
Volunteer Veterinary Assistant
Valley Veterinary Clinic
Pojoaque, NM
05.1998 - 02.2006
- Acquired hands-on experience in animal care and clinic operations through dedicated volunteer work since age 10.
- Supported veterinarians in administering treatments and executing surgical procedures.
- Instructed pet owners on post-operative care protocols and preventive health strategies.
- Monitored animal health, providing daily care and reporting changes to medical staff.
- Conducted routine examinations, ensuring accurate documentation of patient histories.
Education
Pojoaque Valley Schools
Pojoaque NMSkills
- Operational efficiency
- Operations oversight
- Strategic planning and execution
- Business management
- Process improvement
- Process improvements
- Client communication
- Cleaning and sanitizing
- Animal safety
- Appointment scheduling
- Laboratory procedures
- Sanitation protocols
Timeline
Director of Operations
Mike's Garage
08.2024 - Current
Manager
Boxcar
04.2023 - 08.2024
Food Server
Joe's Diner
01.2023 - 04.2023
Food Server
Tokyo Hana Japanese Restaurant
02.2022 - 01.2023
Food Server
Bellas Mexican Grill
04.2015 - 02.2016
Restaurant Food Server
Martyrs Steakhouse
04.2015 - 02.2016
Veterinary Assistant
Cottonwood Veterinary Clinic
10.2010 - 04.2011
Food Service Worker
Chili's Bar and Grill
07.2010 - 12.2015
Veterinary Technician
Santa Fe Animal Emergency Clinic
02.2007 - 09.2008
Lead Barn Technician
Animal Care Clinic
02.2006 - 01.2007
Volunteer Veterinary Assistant
Valley Veterinary Clinic
05.1998 - 02.2006
Pojoaque Valley Schools