Adam Kilman
IT Service Management
Marysville,WA
Summary
I am an Army veteran with a passion in IT leadership and the video gaming industry/community. As a trained problem-solver, I'm dedicated to streamlining operations and cultivating team success. I believe in fostering transformational growth to promote an engaged, empowering work culture.
Overview
16
16
years of professional experience
2
2
Certifications
Skills
- Tracking and Documentation
- Verbal and Written Communication
- Problem-Solving Skills
- Analytical and Methodical
- Interpersonal Skills
- Highly Professional
- Jira/Confluence
- ITSM Platforms including ServiceNow, Salesforce, and Cherwell
Work History
Service Engagement Manager
Denali Advanced Integration
Redmond, WA
04.2023 - Current
- Manages project and program activities for clients within portfolio.
- Collaborate with sales, delivery and service teams to manage seamless client experiences.
- Meet with clients to understand needs and develop proactive solutions.
- Gather and analyze reports on contract performance standards and client measurements, including SLAs and other performance metrics.
- Act as aggregation point for client feedback, escalations, and continual improvement opportunity identification.
- Partner with Account Executives in account planning and strategy.
Service Desk Supervisor
Denali Advanced Integration
Redmond, WA
10.2021 - 04.2023
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training for the Service Desk's largest healthcare customer.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks for 12 analysts.
- Met with customers regularly to discuss service needs and offer available solutions.
- Handled customer escalations by coordinating with other teams and departments to maximize results.
- Created new processes that led to consistently high ticket performance and an overall NPS improvement from 71 to 84.
- Developed improved analyst onboarding that provided a 3-month head start on performance.
Service Desk Lead
Denali Advanced Integration
Redmond, WA
01.2021 - 10.2021
- Addressed user customer service concerns and decided when to escalate problems to specialist teams, particularly in response to increased volume in calls and tickets in early 2021.
- Engaged in user support interactions via telephone and email platforms.
- Entered service tickets into three major ticketing systems to facilitate faster problem identification and resolution.
- Provided standardized onboarding and training for new employees.
- Provided quality monitoring, feedback, and coaching for Service Desk analysts.
- Produced and refined documentation and training for existing knowledge bases by communicating with analysts and members of other teams to identify best practices.
Service Desk Analyst
Denali Advanced Integration
Redmond, WA
01.2020 - 01.2021
- Engaged in user support interactions via telephone, chat and email platforms for all contracts supported by the Service Desk.
- Entered service tickets into a variety of ITSM systems including Cherwell, ServiceNow, iSupport, and Cireson.
- SME for internal Denali Service Desk support.
Background Investigator
Perspecta
04.2019 - 12.2019
- Conducted comprehensive interviews with subjects, employers, associates, references and other individuals.
- Obtained background check data on characters, financial statuses and personal histories.
- Documented information and submitted detailed reports for US Defense Counterintelligence and Security Agency.
Communications Officer
Effingham County Sheriff's Department
07.2016 - 04.2019
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
Senior Systems Consultant
Sutherland Global Services
10.2014 - 04.2016
- Provide specialized help desk support for front line support agents, sales managers, and other employees.
- Contact customers to resolve complex or sensitive issues within efficient timeframes.
- Worked with multiple teams to provide agile response to evolving software issues.
- Assist with knowledge base maintenance and article creation.
- Create specialized training scenarios for new agents based on both current trends and established troubleshooting techniques and methodologies.
Cash Logistics Lead
Brink's
Gainesville, FL
01.2013 - 07.2014
- Responsible for managing vault, currency, and coin operations inside facility, including supervision of up to 20 employees.
- Responsible for directly assisting City Manager in secure, safe and efficient functioning of armored car operations.
- Provided and maintained quality customer service.
- Established efficient and practical vault procedures to increase productivity and boost morale.
Sergeant
US Army
09.2007 - 09.2012
- Boosted staff productivity and performance by coordinating and standardizing disciplinary and motivational approaches.
- Developed, implemented and controlled emergency response training, drills and overall plans.
- Delivered staff training on combat readiness strategies while working to enhance morale and support overall welfare.
- Directed day-to-day logistical operations for 12-soldier squad.
- Led shift briefings to inform officers of important considerations relevant to the oncoming team.
Education
Bachelor of Science - Computer Science
Thomas Edison State University
Trenton, NJCertification
- ITIL v4 Foundation
- CradlePoint Certified Network Professional
Accomplishments
- Achieved SLA improvement across the board through effectively assisting with staffing and onboarding optimization, knowledge base improvement, and enhanced training delivery.
- Implemented Smartsheet automation and tracking to provide rapid follow-up for customer satisfaction improvement and present detailed reporting on a variety of metrics.
- Developed improved ticket queue maintenance processes that resulted in an overall queue reduction of over 100 tickets, while decreasing analyst response times and average ticket age.
Hobbies
- TTRPGs - (Dungeons and Dragons, either as a DM or player)
- Gaming - Currently playing Baldur's Gate 3 and Starfield
- Reading - Enjoying Warbreaker by Brandon Sanderson
- Cosplay - I love attending conventions as Din Djarin, the Mandalorian from Star Wars, focusing on screen accuracy and high detail props.
- Olympic Fencing - Picking up new sports are always fun, and who doesn't love a good sword fight?
Timeline
Service Engagement Manager
Denali Advanced Integration
04.2023 - Current
Service Desk Supervisor
Denali Advanced Integration
10.2021 - 04.2023
Service Desk Lead
Denali Advanced Integration
01.2021 - 10.2021
Service Desk Analyst
Denali Advanced Integration
01.2020 - 01.2021
Background Investigator
Perspecta
04.2019 - 12.2019
Communications Officer
Effingham County Sheriff's Department
07.2016 - 04.2019
Senior Systems Consultant
Sutherland Global Services
10.2014 - 04.2016
Cash Logistics Lead
Brink's
01.2013 - 07.2014
Sergeant
US Army
09.2007 - 09.2012
Bachelor of Science - Computer Science
Thomas Edison State University