Kevin Adkins
Senior Telecom Manager
Huntington Beach,California
Summary
IT Voice Program Manager/Service Delivery Manager with strong leadership and relationship-building skills. Extensive knowledge managing, implementing and hands on support for large-scale VoIP/telephony Cisco Collaboration technology. Emphasis in providing measurable, value-added solutions for comprehensive, quality deliverables to accomplish long term business goals and meet financial commitments.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Program Manager/Service Delivery Manager
Burwood Group Inc.
04.2019 - Current
- Provide executive oversight of Voice/VoIP Service Delivery and Supplier Transition responsibilities
- Establish working relationships with County of Orange executive leadership with agency/department heads
- Manage escalation for Transition-related issues
- Interpret Contract Definition (Governance)
- Oversight of operational/Service delivery issues
- Establish continuous improvement
- Review/provide reports on Supplier's compliance with Service Level Requirements achieving 98% success rate
- Support operations review team
Voice Services Manager
Atos, Inc.
03.2016 - 03.2019
- Managed Voice/VoIP engineering team of 18 professionals supporting County of Orange Operations/Transformation projects
- Define strategy and business plan to meet contractual commitments
- Consult with clients to gather requirements/establish processes
- As VoIP Supervisor/Functional Team Lead, provided 99% successful VoIP transformation of 130 remote sites with 16,000 users/6 contact centers
- Work in conjunction with US based Data Network Engineering team as part of daily project support strategy for business-critical information systems
- Project Implementation Leader for voice implementation team
- Won back $700,000 in revenue based on contractual review
Senior Network Voice Engineer
Tata Consultancy Services
04.2014 - 03.2016
- Collaborated with transition team to identify existing managed services
- Procedures for voice team support
- Engineering support for new build/configuration for Cisco Voice Core deployment achieving 100% success rate
- Developed/maintained documentation for Voice Services environment, site documents/knowledge transfers
- Installation, configuration, deployment of Cisco Voice Core internationally
- Monitored, administered/maintained all Voice Services as 2nd/3rd level support resource
- Technical lead, project management/coordination for decommission of services for legacy products
Global Technical Delivery Manager/Technical Consultant
Hewlett Packard Inc.
04.2008 - 02.2014
- Managed team of Implementation Engineers/Design Engineers for Cisco VoIP transformation worldwide, totaling 6000 locations with over 250,000 VoIP phones
- Provided technical guidance, impact analysis, designs, test plan review
- Developed streamlined strategies/procedural documentation to meet 100% Service Level Agreements for completion of VoIP technology implementation
- Collaborated with sales pursuit team in all technical Telecom and VoIP technology to win $6 Billion new business contract for Bank of America/Merrill Lynch
Education
Associate of Arts - Electrical Engineering
Santiago Canyon College
Orange, CA 05.2001 -
Skills
- Strategic Business Planning and Execution
- Collaboration approach
- Projects and Operations management
- Complex Problem Solving and RCA
- Knowledge with Global Enterprise
- Skilled in managing team for VoIP delivery
- Executive-level customer engagement
- Cross-culture staff training, mentoring & development
Certification
Full List of Training & Certifications Available Upon Request
Timeline
Program Manager/Service Delivery Manager
Burwood Group Inc.
04.2019 - Current
Voice Services Manager
Atos, Inc.
03.2016 - 03.2019
Senior Network Voice Engineer
Tata Consultancy Services
04.2014 - 03.2016
Global Technical Delivery Manager/Technical Consultant
Hewlett Packard Inc.
04.2008 - 02.2014
Associate of Arts - Electrical Engineering
Santiago Canyon College
05.2001 -
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