Service Manager

GARY H. ADAMS

**** **** ****** **

Blythewood, SC 29016

(C) 803-***-**** (e) **********@*****.***

CUSTOMER SERVICE/OFFICE MANAGER

Accomplished professional focused on operational standards that drive efficiency throughout an enterprise. A pioneering career in leadership roles achieving bottom line results while formulating and implementing business solutions to meet a diversity of objectives. Recognized for delivering best-in-class services to Fortune 500 clients. Responsibilities include:

Account Management Software Engineering Management

Vendor Management Infrastructure Service Management

Application Support Management Financial Budget Management

Professional Experience

Office Manager

- Oversee all office functions and responsibilities

- Supervisor technical and clerical staff

- Maintain payroll hours

- Work closely with Human Resources on companywide policies and regulations, and oversee the overall paperwork and administrative duties

- Maintain accounts receivables for the company

- Responsible for updating the billing system including client information, accounts, and contracts.

- Maintain accounts payable for the company.

- Act as a liaison for corporate human resources.

CenturyLink, (Contract with Apex Systems) Jun 2016 – Jan 2017

Service Delivery Manager Columbia, SC

Manage the daily operations for the State of South Carolina Managed Security Services Program (MSSP).

The Service Delivery responsibilities included:

Leading client facing communication to deliver best in class service

Co-managed the transition of the state security service areas to Centurylink

Chairing the weekly client operational review meetings

Ensured quality services are performed to the agreed Service Level Agreements

Established strong service relationships with the State business unit leads

Atos, (Supporting CarMax) Mar 2015 – June 2016

Service Delivery Manager Richmond, VA

Manage the daily IT operations for CarMax at their headquarters in Richmond Virginia.

The Service Delivery responsibilities included:

Leading client facing communication to deliver best in class service

Chairing the daily client operational review meetings

Ensured quality services are performed to the agreed Service Level Agreements

Established strong service relationships with the CarMax business unit leads

CSC, (Computer Sciences Corp) Jan 2008 – Nov 2014

Director-Regional Delivery Center Blythewood, SC

Instrumental in creating and successfully maintaining ongoing operations for the Regional Delivery Center in Blythewood, SC. The center provided an onshore solution for clients requiring US Citizens to support IT operations. Successfully grew the center from 3 to over 200 IT engineers.

Key Essentials and Accomplishments:

Driving the mission and steering the center appropriately to be both agile and in alignment with strategic initiatives of the company

The face of the organization to visiting and potential clients

Driving performance measures towards meeting and exceeding established SLA targets

Trained, coached and enabled the development of staff through effective performance management

Achievement of ISO27001 Security, ISO20000 Service Management and ISO9001 quality certifications for the center

Established an ongoing partnership with business stakeholders, maintaining knowledge of business operations, technology support requirements, and priorities

Manage and lead service delivery teams composed of Technical Team Leads, Client Relationship Managers and Technical Engineers

Ensure compliance with regulatory requirements, ITIL best practices, and policies and procedures

Education & /Certifications

University of Phoenix, MBA/TM, GPA 3.93

University of Texas at Dallas, BS BA, GPA 3.2

ITIL v3 Foundation Certified

Industry Affiliations

University of South Carolina Industry Advisory Board Member

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