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3.1.2.1 Engagement Manager <br />Qualifications: Customer focused; <br />service oriented; proactive; proven <br />ability to establish business relations <br />with a portfolio of clients and <br />stakeholders <br />Experience: Working "in the field" as <br />an IT professional managing contracts <br />of similar scope and nature <br />Mr. Jeffrey Hunter is assigned to serve as the <br />engagement/account manager, a role key to the <br />success of our proposed approach. He will use his <br />16 years of experience to expertly manage <br />Intratek's relationship with the City and serve as <br />the City's sole point of contact in regard to service <br />operations and contractual matters. Mr. Hunter <br />currently manages several similar client accounts, <br />including the Orange County Transportation <br />Authority (Reference #1), and Southern <br />California Regional Rail Authority (Reference <br />#2), and City of Orange (Reference #3). <br />We selected Mr. Hunter to serve as Intratek's liaison to the City, whose combined <br />experience and relevant working experience will enable him to work collaboratively with <br />City technical management and provide leadership to deliver efficient, high -quality services. <br />Highlights of his account management principles are provided in Exhibit 3-2. <br />Exhibit 3-2: Jeffrey Hunter Account Management Principles <br />Our proposed engagement manager's values demonstrate his expertise and responsiveness. <br />Provide client partners with the added benefit that Intratek's engagement manager <br />recognizes and understands there are inherent opportunities for continuous process <br />improvements that provide real business value including *increased operational <br />efficiencies and productivity *enhanced user satisfaction *improved ROI <br />Partner with client management teams to define and develop ITIL compliant SOP's <br />providing a higher level of maturity in documentation, procedural and operational <br />processes <br />Sensitive to the nature of people and understands circumstances may arise which <br />include *infractions to client's corporate HR policies, *health and personal safety <br />and *Intratek employee satisfaction. Mr. Hunter has demonstrated that when <br />circumstances do arise, he is committed to partnering with the client's management <br />and Human Resources teams to fully resolve and implement corrective actions. <br />Understands that cultural norms may vary from department to department to include <br />management style, business needs and demands, and resource technical versus soft <br />skills. He encourages collaboration with client management to identify risks, <br />implement operational improvements to mitigate risks, and enhance contract <br />performance. <br />As engagement manager, Mr. Hunter has full accountability for the contract's success and <br />full authority to administer the contract. He is fully committed to supporting the City, who <br />may contact him at any time via telephone and/or email. <br />RFP No. 20-124 <br />Information Technology As -Needed Professional Services <br />Page 18 <br />