Executive Summary Intertec International Service Offering
Helping our clients succeed is our mission. Delivering Global IT...
www.intertecintl.comExecutive Summary 2
Intertec International is a premier provider
of information technology services to...
www.intertecintl.comExecutive Summary 3
Service Offerings
ERP Support
Application
Development
Enterprise
Management
Servic...
www.intertecintl.comExecutive Summary 4
Service Catalog
ERP/SAP Software Support
 Implementation, functional, and ABAP
de...
www.intertecintl.comExecutive Summary 5
ERP Support Services
ERP
Implementation
•Support
•Project PMO
•System configuratio...
www.intertecintl.comExecutive Summary 6
We base our delivery methodology on industry Best Practices and help our clients i...
www.intertecintl.comExecutive Summary
• Business Object
• Crystal Report
• Oracle
• SQL Server
7
Application Development
...
www.intertecintl.comExecutive Summary 8
Remote Enterprise Monitoring
 Alarm monitoring
 Performance monitoring
 Routine...
www.intertecintl.comExecutive Summary
Costa Rica
Technology Center
9
Strategic
Location
Qualified
Workforce
Excellent
Busi...
www.intertecintl.comExecutive Summary 10
Intertec International provides project support to US customers from our Technolo...
www.intertecintl.comExecutive Summary 11
Why Costa Rica?
 “Central American Country of the Future”
2007-2008, FDI Magazin...
www.intertecintl.comExecutive Summary 12
CRTC Site Infrastructure
Network
 2 Sonicwalls PRO 3060 Enhanced (no redundancy)...
www.intertecintl.comExecutive Summary 13
Nearshore Project Sampling
PHP Web Development Team rewriting existing high-deman...
www.intertecintl.comExecutive Summary 14
Contact Us
Mark Mcloud
Executive Vice President, Partner
Intertec International I...
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Intertec International Executive Summary 10 20 10

  1. 1. Executive Summary Intertec International Service Offering Helping our clients succeed is our mission. Delivering Global IT Solutions is our passion. www.intertecintl.com
  2. 2. www.intertecintl.comExecutive Summary 2 Intertec International is a premier provider of information technology services to companies around the world since 2002 Global IT services with Nearshore delivery capabilities utilizing the Costa Rica Technology Center (CRTC) Continued growth eight years straight About Us Our consultants around the world - working on projects for the government, aerospace, high tech, retail, finance, pharmaceutical, and other industries. Corporate headquarters is in Phoenix, Arizona with international operations in Latin America and Europe Senior leadership team, each with over 20 years of experience Corporate focus on service, reputation, trust, and financial stability
  3. 3. www.intertecintl.comExecutive Summary 3 Service Offerings ERP Support Application Development Enterprise Management Service Desk
  4. 4. www.intertecintl.comExecutive Summary 4 Service Catalog ERP/SAP Software Support  Implementation, functional, and ABAP development support  Existing implementations, post go live enhancements, and production support ticket resolution  Expertise in dual-shore (Onsite and Nearshore) delivery models Service Desk  End-to-end support  Level I, II, and III technical support engineers, ensuring efficient problem diagnosis and resolution  Technical support via phone, web, email, and chat  Continual Service Improvement process, aligning IT services to business needs Remote Enterprise Monitoring  Network Operation Center (NOC)  Enterprise Remote Monitoring  Event Management  IT Operations Management  Incident Management  Daily and monthly reports on SLA Application Development  Teams of interdisciplinary analysts, developers, leads, architects and project managers  Client support through outsourced, co-managed or staff augmentation service models  Expertise in cross-platform JAVA, .NET, Enterprise Application Integration, Data Warehouse & BI, and Web Development
  5. 5. www.intertecintl.comExecutive Summary 5 ERP Support Services ERP Implementation •Support •Project PMO •System configuration •Process redesign •Training •Go-live support Functional Support •System configuration •Master data loads •Automated Testing •Documentation support Technical Support •Onsite and Nearshore delivery •Custom Development •LSMW load programs •Forms and Reports  Expertise in aligning key resources with customers directly, as well as partnerships with Tier 1 integrators  Supplement standard support methodologies with expertise in dual-shore (Onsite and Nearshore) delivery models  Core focus on implementation support, functional support, and ABAP development  Specialize in support for existing implementations, post go-live enhancements, and production support ticket resolution Intertec’s proven experience in delivering ERP Support Services is based on our capabilities and vast network of senior consultants throughout the United States and Europe.
  6. 6. www.intertecintl.comExecutive Summary 6 We base our delivery methodology on industry Best Practices and help our clients improve internal processes and call flows to maximize agent productivity and help reduce the number of support requests over time. Service Desk Solutions  End-to-end support : call logging and routing, problem diagnosis, escalation, problem resolution, tracking and reporting  Single point-of-contact for all IT support requests such as PC troubleshooting, high end server support and software, third-party applications, and proprietary customer products support  Level I, II, and III technical support engineers, ensuring efficient problem diagnosis and resolution  Technical support via phone, web, email, and chat Call center operations and continuity of services such as:  Ticket analysis to detect trends and improvement opportunities  Product and process hardening  Improve call center ergonomics  Build and develop systems to reduce call drivers and eliminate manual work  Improve escalation process  Increase technical competency in new technology implementation Service Desk Solutions
  7. 7. www.intertecintl.comExecutive Summary • Business Object • Crystal Report • Oracle • SQL Server 7 Application Development  Our teams of interdisciplinary analysts, developers, leads, architects, and project managers cater to our clients through outsourced, co-managed, or staffing service models. • Java Applets, Servlets, JSP, Swing • J2EE (JMS, JNDI, JDBC, EJB, RMI) • CORBA • Frameworks:  Spring  iBatis  Hibernate  Struts Cross-Platform Java Development .NET Development • Visual Studio .NET • Managed C++, C#, J#, VB .NET • ADO. Net • COM+ • Access • Exchange Server • SharePoint Server • Site Server • Commerce Server Enterprise App. Integration • Enterprise Information Portal • JCA, Web Service • BPM, Application Integration, Data Integration • Rosetta Net • Exchange Server • SharePoint Server • Site Server Data Warehouse & Business Intelligence Web Development • Web Application Servers: Web Logic, Web Sphere and Sun One • JavaScript • JSP • ASP. Net • Web Services, XML • AJAX From new solutions development to existing software enhancement, maintenance or support; our world class software specialists are proficient across the spectrum of mainstream or legacy platforms and technologies.
  8. 8. www.intertecintl.comExecutive Summary 8 Remote Enterprise Monitoring  Alarm monitoring  Performance monitoring  Routine system maintenance  Ticket routing, escalations, and follow-up  Daily and monthly reports of KPI (Key Performance Indicators)  Trend Reports and Trend Analysis  Proactive network management, assessment, and optimization  Remote Server Admin & Support (Windows 2000 & 2003, IIS 5 & 6, 32 and 64 bit environments)  Secure account set up  SQL 2000 & 2005 maintenance, administration, and monitoring (32 and 64 bit environments)  Website installation under platform IIS 6 & 7, 32, and 64 bit environments  Application management (including configuration, migrations, permissions and maintenance)  Active directory management  Workstation support  RILO server administration  Large-scale server patching (including clustering) Remote Enterprise Monitoring Services Intertec International supports a wide range of Infrastructure Support related services. We develop strategies, design processes, construct and integrate technology architecture, and provide outsourcing services by offering end-to-end support.  Network Operation Center (NOC)  Remote Enterprise Monitoring  Event Management  IT Operations Management  Incident Management  Daily and monthly reports on SLA
  9. 9. www.intertecintl.comExecutive Summary Costa Rica Technology Center 9 Strategic Location Qualified Workforce Excellent Business Climate Mature IT Industry
  10. 10. www.intertecintl.comExecutive Summary 10 Intertec International provides project support to US customers from our Technology Center in San Jose, Costa Rica. The Costa Rica Technology Center (CRTC) was founded in 2002 and is located in one of the country’s premier business centers. CRTC Nearshore Services Intertec’s multiple project teams provide:  Systems Development in Java, .NET, and PHP  Legacy system support in ASP, C#, and other development languages  Infrastructure support for networks with remote desktop and user support  Level 1 and 2 production system ticket resolution  ABAP Development support
  11. 11. www.intertecintl.comExecutive Summary 11 Why Costa Rica?  “Central American Country of the Future” 2007-2008, FDI Magazine  “2nd Most globalized country in Latin America” The Globalization Index 2007, A.T. Kearney and Foreign Policy  “4th High-Tech exporter of the world” World Development Indicators 2008, World Bank  “Most attractive country in terms of Government support in Latin America” Destination Latin America: a Near-shore alternative Report. AT Kearney, 2007 Costa Rica Benefits  Highly educated and productive workforce  Same time zone as the U.S.  Strategic location in the center of the Americas  Renowned history of political, social, and economic stability  Preferential access to strategic markets  Foreign investment incentive regimes  International standard of business infrastructure  High quality of life  More than 100 years of democracy  Three independent branches of CR Government  Four-year term with reelection for the President and the Legislative Assembly  Army abolished in 1948  Tradition of peace and stability Government & Politics
  12. 12. www.intertecintl.comExecutive Summary 12 CRTC Site Infrastructure Network  2 Sonicwalls PRO 3060 Enhanced (no redundancy), 1 active VPN connected to the US  50 Mb connection to RACSA / 20Mb connection to ICE  2 Cable Modems 4Mb (redundant)  Wireless internal G/N/B network Servers  6 Dell Servers Power Edge 2950  4 Dell POEs Switches  3 3com switches  Windows Server technologies based on Windows 2008 Server and Hypher V virtualization. Machines are mostly for dev environments for customers Backup System  Acronis True Image Server / Bare meter restore / SAN storage / Geographically dispersed Storage  EMC2 Fiber SAN with 2 Brocade switches redundancy and HDD RAID data protection schema (Dell disk array with SAS disks) Phone System  Shoretel 9.1 phone System with switches in the US and Costa Rica Power  EATON UPS power ware 9355 and building-provided electrical backup Conference Room Equipment  Plasma monitor  Conference phone  Multifunctional printer  Web cam Technology Used
  13. 13. www.intertecintl.comExecutive Summary 13 Nearshore Project Sampling PHP Web Development Team rewriting existing high-demand web applications 24X7 NOC for monitoring networks, systems, and communications including networking statistics and end-user support for IDs and passwords ABAP Development Team providing development support for forms, reports, and extension for a large US-based global SAP deployment Production Support Service Desk for a Global C#/ASP legacy sales and distribution system including break/fix and enhancement activities Java Development Team supporting the creation of a new Shop Floor Management System and Customer Order Web Portal for a large US electronics distribution firm Multiple Service Desks operations providing L1 and L2 support Development Team supporting an education company’s software system upgrade from Fox Pro to SQL including enhancement for a new product release
  14. 14. www.intertecintl.comExecutive Summary 14 Contact Us Mark Mcloud Executive Vice President, Partner Intertec International I New York, NY Office: 212-551-9575 I Cell: 480-628-6802 757 Third Avenue, Suite 1901, New York, NY 10017 I Mark.Mcloud@intertecintl.com Global IT Solutions Provider I Offices in: North America, Latin America & Europe Development, Infrastructure and ERP Services I www.intertecintl.com
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