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
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
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
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
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
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
- ITIL v4 Foundation
- CradlePoint Certified Network Professional
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