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 -
Similar Profiles
Dean NeradDean Nerad
Senior Program Leader at Burwood GroupSenior Program Leader at Burwood Group
Chris ChristoforouChris Christoforou
Concierge and Valet Host at Westfield Burwood - Scentre GroupConcierge and Valet Host at Westfield Burwood - Scentre Group
Xinjue Jessica ZhangXinjue Jessica Zhang
Accounts Assistant at Burwood Chinatown Retail GroupAccounts Assistant at Burwood Chinatown Retail Group
Liam NolascoLiam Nolasco
Bartender at Baja SharkeezBartender at Baja Sharkeez
Maya SnowdenMaya Snowden
Front of House at Sprinkles Cupcakes Inc.Front of House at Sprinkles Cupcakes Inc.