1. Lloyd McIntosh
46 Clammas Way
Cowley, Uxbridge
Middlesex UB8 3AN
Telephone 01895 850089
Mobile 07905 122486
E-Mail Lloyd.mcintosh@virginmedia.com
Linkedin https://uk.linkedin.com/pub/lloyd-mcintosh/61/656/21
PROFILE
As a motivated Customer focused, ITIL qualified IT Manager with 20 + years’ IT experience, 10 years in team
management and 2 years project management, my main areas of expertise are my ability to function under pressure
and work with people at all business levels to support and improve service delivery and to resolve incidents of all
priorities in an efficient and effective manner. I am very personable, have good time management skills as well as
good analysing and investigating skills which enable me to see solutions not problems.
KEY ACHIEVEMENTS
• Successfully consolidated 2 IT teams into 1 larger team to cover the UK.
• Managed workshops with key staff members to increase resilience in the team.
• Devised and documented incident processes for IT teams to increase efficiency.
• Developed and Introduced an ITIL based change control process.
• Helped to implement a customer satisfaction survey which led to improved service provision and relationships.
• Incident Manager during the migration of 10,000 + Global users from Microsoft Exchange to Google Mail.
Sovereign Business Integration Group. February 2017 – July 2017
Operations and Service Desk Manager.
• Management of 8 Support staff covering a 365/24/7 Service Desk dealing with Desktop and Infrastructure
support incidents/ requests from internal and external Customers.
• Maintain and improve/ implement procedures and guidelines for the safe and efficient operation of the Service
Desk. To manage the operations and Helpdesk personnelto ensure the efficient and timely execution of all
regular and irregular tasks/ duties.
• Provide management and clients with monthly and ad-hoc reports and statistics on the services provided
including utilisation and performance, having weekly and monthly service reviews with Customers and internal
staff.
• To ensure change control whenever there are changes to the computing environment and to plan and make
provision where and when required.
• To be the management escalation point for the Service Desk for incidents and problems.
• Work with account managers to ensure that client requirements are being met and any operating problems
identified and resolved, to manage major incidents and to provide major incident reports with RCA and Lessons
learned and to implement continous service improvement plans (CSIP).
• Work with Service delivery managers to provide resources for projects to be completed by myself and/or my
team, ensuring the project deadline is met and resourcing is provided without compromising BAU.
• To manage training for the Service Desk, enabling staff to provide a higher level of service to the Customer and
helping staff to progress within the department.
Connect Systems. 1 Year fixed term Contract - November 2015 – November 2016
Engineering Team Manager.
• Management of 13 Wintel/ Network Support staff covering 1st to 3rd line Desktop and Infrastructure support
issues/ requests forremote Customers.
• Assist in migration from old Helpdesk systemto a new one (Connectwise); member of working group to setup
and implement new call handling processes forIT support team.
• Call/ workload allocation and Monitoring of team performance in terms of calls resolved and time booked.
• Attend monthly Sales meetings to report on IT support team’s performance, Customer statistics and issues.
2. • Major incident management tasked with producing reports of major incidents, identifying problems and
coordinating responses and root cause analysis.
• Updating and improving SOPs, skills matrix and training plan, facilitating knowledge transfer amongst the
teams.
• Production of weekly and monthly KPI reports relating to IT support teams performance and Customer
statistics.
Northgate Information Solutions. April 2008 – July 2015
Wintel Server team lead. July 2013 – July 2015
• Reporting to the Director of IT, management of a team of 8 remote support Wintel/ Storage Engineers, dealing
with incidents at internal corporate and customer sites providing 24/7/365 support for 4000+ Servers and
ensuring that incidents,projects and change requests are adequately prioritised, resourced and that SLAs are
met.
• Being the lead for a number of specific Customer accounts,providing a point of focus and escalation for the
central service delivery to these key accounts,holding service review meetings and providing Capacity
management.
• Carrying out appraisals, setting and actively monitoring targets and objectives, development of team members,
training of staff and maintaining a skills matrix, ensuring staff follow Company security processes.
• Ensure that relevant information is effectively communicated to the team, that feedback is given and open
communication is maintained, both informally and via weekly team meetings.
• Working with offshore members of the Wintel team based in India as well otherInternal IT teams to improve
processes.
• Writing, and analysing reports, compiling resourcing forecasts and KPIs; presenting to stakeholders and
management.
• Involved in regular service review meetings with external suppliers, Customer Service Managers and internal
departments in order to improve service.
• Involved in major incident and problem management meetings, allocating resources and monitoring progress on
actions and outstanding major incidents relating to my team.
• Participating in Project acceptance / handovermeetings, new Technology briefings and disasterrecovery tests.
Incident Manager - Google Applications migration project. January 2013 – July 2013
• Main point of contact for Global End User support for issues around Google migration and to ensure that the
support teams are fully aware of their duties, compiled incident management process for offshore support staff
in India to follow.
• Owned and managed/collated all userissues,implemented a knowledge base and FAQ Web site based on
feedback.
• Tasked with providing solutions to resolve issues and to engage with Technical teams for escalated issues.
• Updated project team of any major issues for the business.
• Ran Bi Weekly Q & A sessions with Global users to resolve issues and identify questions for the knowledge
base.
IT End User Services Team Leader. May 2011-January 2013
• Reporting to the Director of IT, management of a team of 6-8, dealing with Wintel and desktop incidents at
internal corporate offices and home workers around the UK. Successfully consolidated 2 IT teams by having
requirement gathering meetings and knowledge transfer workshops between the teams and by having weekly
meetings to monitor progress and performance and to discuss feedbackfrom customer satisfaction surveys and
call stats KPIs/ SLAs.
• Hiring staff and mentoring/ monitoring, carrying out appraisals, objectives setting and development of existing
staff.
• Major Incident Manager for NPS IT worked with MI Manager for certain External customers to ensure reports
were produced and carrying out RCA and problem management.
• Reviewed and updated various processes including the incident management process,was main escalation
contact.
• Providing hands on support on Wintel Servers/ Exchange 2003, AD admin, VMware ESX management,
Blackberry BES server, terminal servers, VPN, Ghost imaging, Backups, Anti-Virus, PGP encryption,MS
Office.
3. • Involved in regular service review meetings with external suppliers, Customer Service Managers and internal
departments in order to improve service.
CIT (Central IT) Infrastructure Incident Team Leader. April 2008- May 2011
• Management of a multi-skilled team of 8, dealing with Networks, UNIX and Wintel incidents at Corporate
offices and Customer sites providing 24/7/365 support,motivated team members to take on more challenging
work and to work togetherbetter as a team, set goals during appraisals, produced weekly reports and stats o n
performance and reviewed.
• Monitored and reviewed procedures and ensured that staff updated documents and followed necessary
processes.
• Introduced new processes and reviewed existing procedures updating where necessary.
• Member of teams that implemented Change control and Customer satisfaction surveys.
• Major incident manager, managing MI teams, conducting root cause analysis (RCA) coordinating the
production of MI reports for internal and Customers use,issuing bulletins, tracking progress.
• Involved in regular service review meetings with external suppliers and internal departments in order to
improve service.
• Managing the workload of the team, to ensure that incidents were dealt with efficiently and effectively within
SLAs.
• Kept team’s skills matrix up to date, identifying training needs and arranging in-house technical workshops.
• Providing resource allocation/ prioritisation and service transition from delivery into production.
• Providing hands on technical support as part of day to day duties and when on 24/7 on call rota.
The Warranty Group LTD. July 2007-April 2008
Service Delivery Manager.
• Management of a team of 7,1st and 2 line Support technicians supporting 500+ staff at 2 locations in the UK and
6 in Europe. Managing call allocation and escalation, holding 1-2-1’s, team meetings, hiring, develop/ mentor
and train staff.
• Producing weekly and monthly statistics on SLA’s and KPI’s, allocating resources to tasks and increasing
productivity.
• Implementing and managing Change control using ITIL, producing service line descriptions for various
processes.
• Incident/ Problem management, compiling root cause analysis documentation for Severity 1 incidents.
• SOX representative for the IT department, carrying out SOX audits, compiling reports and assisting external
auditors.
• Providing hands on technical support when required.
SITOC LTD. Contract - May 2006-May 2007
Support Services Manager.
• Management of a team of 4 1st, 2nd and 3rd line IT support staff, supporting 28 remote SMB clients.
• Proactive Network monitoring of Customers remote Windows 2000/2003 Networks using Nagios, Problem
management, Customer satisfaction monitoring, investigating customer complaints, monitoring call stats and
staff performance against set goals and objectives, creating reports for internal use and for customers .
• Appraisals, training, hiring, mentoring and motivating staff, allocation of resources for otherteams and
departments.
• Involved with processes improvement, i.e. implementing and measuring KPI’s, participating in ISO 9000
workshops.
Watford Borough Council. Contract - July 2004-March 2006
I.T Infrastructure Team Leader.
• Management of a team of 4 3rd line infrastructure support staff, reporting to the ICT Head of service, carrying
out appraisals, 1-2-1 meetings, weekly team meetings, call allocation and SLA monitoring, liaise with suppliers
and otherICT teams, hire staff, team training, suggest/investigate Service improvements, promote knowledge
sharing.
• Managing projects using Prince2 methodology (Revenues and Benefits upgrade, XP rollout, WSUS, Wireless,
online Planning portal), allocate/ track teams projects progress using MS project 2000.
4. • Win2k/2k3 Network/Server multi-site support,Server purchasing/configuring/builds,data backup/restore,anti-
virus updates,E-mail monitoring/filtering, data/voice patching,Hardware asset log maintenance, contracts
maintenance, Firewall and Active Directory administration.
• Change control manager for the ICT department, headed change control working group,and then implemented
Change control using ITIL principles, continually identifying and implementing enhancements.
• Implemented SLAs for the IT department, gathered response and fix time information to formulate a SLA
agreement.
• Lead for the ICT Benchmark project in preparation for potential outsourcing bids,identifying all departments IT
costs.
Panasonic Mobile Communications. Contract - September 2003-June 2004
Helpdesk / Desktop Support Engineer. Contract - February 2003-March 2003
• Deputy for the team leader, call monitoring and allocation, carrying out reporting tasks and stats generation on
SLA’s and KPI’s, carrying out small projects, such as memory upgrades,Staff and equipment (data/PC/phone)
moves.
• Providing 2nd line support for approximately 300 users on Windows 2000 Workstations Laptops on NT4
Domains, using Microsoft Office/Outlook 2000, Patching and port moves on Nortel switches, setting up VPN.
Watford Borough Council. Contract - April 2003-September 2003
Migration Project / Desktop Support Engineer.
• Outlook 2002 migration and Desktop Support for 500+ Windows 2000/NT4, Office 2000/97 users at various
sites.
• Project managed Token ring to Ethernet migration, Ghost and RIS PC builds/ installations, departmental
moves.
CERTIFICATES
ITIL: - Service Delivery and Incident Management (Practitioner) Version 2.
ITIL: - Service Level management (Practitioner) Version 2.
ITIL: - IT Service Management Foundation,Version 2 and 3.
PRINCE 2: - Foundation.
MCSE: - Windows 2000/messaging.
TRAINING COURSES
ITIL: - Operational Support and Analysis (OSA) Version 3.
ITIL: - Service Delivery and Incident Management (Practitioner) Version 2.
ITIL: - Service Level management (Practitioner) Version 2.
ITIL: - I.T Service Management (Foundation), version 2 and 3.
Prince2:- (Foundation and Practitioner).
Successful Management skills course.
First Line Managers course.
Finance for non-Financial Managers.
Implementing and Administering a Microsoft Windows 2000 Directory Services Infrastructure
Microsoft: - Installing, configuring and Administering Windows 2000 Server.
Microsoft: - Exchange Server 5.5.
Security cleared to MOD SC, Police NPPV L3 + SC + Met police check clearance and enhanced CRB.
Hobbies and interests
I am Chairman of 2nd West Drayton Scouts executive committee, keeping fit, playing Golf occasionally.
