intertec international executive summary 10 20 10

Executive Summary Intertec International Service Offering

Helping our clients succeed is our mission. Delivering Global IT Solutions is our passion.

www.intertecintl.com

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


Service Offerings

ERP SupportApplication

DevelopmentEnterprise

ManagementService

Desk


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


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.


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

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.


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

www.intertecintl.comExecutive Summary

Costa Rica Technology Center

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Strategic Location

Qualified Workforce

Excellent Business Climate

Mature IT Industry


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


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


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


Nearshore Project Sampling


Contact Us

Mark McloudExecutive Vice President, PartnerIntertec International I New York, NYOffice: 212-551-9575 I Cell: 480-628-6802757 Third Avenue, Suite 1901, New York, NY 10017 I [email protected] IT Solutions Provider I Offices in: North America, Latin America & EuropeDevelopment, Infrastructure and ERP Services I www.intertecintl.com

intertec international executive summary 10 20 10

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