KEVIN GLEADALL

IT CLIENT SERVICES MANAGER

Leesburg, VA 540-***-**** adrwmt@r.postjobfree.com linkedin.com/in/Kevin-m-Gleadall

Initiative-taking, purposeful information technology (IT) operations leader offering 25+ years of experience building phenomenally successful teams and programs. Recognized for implementing effective solutions for technology challenges impacting critical business functions with focus on efficiency, agility, and high-quality customer service while significantly reducing costs. Decisive, people-oriented leader committed to boosting teamwork and satisfaction through open communication, business process automation, and forward-thinking services to deliver enhanced client results.

Active Security Clearance: Top Secret (last SSBI 2018)

HDI Support Center Analyst

CORE COMPETENCIES

●Customer Satisfaction

●Network Management

●Supply Management

●Team Leadership

●Vendor Management

●Training Development

●Issue Troubleshooting

●Communicator

PROFESSIONAL EXPERIENCE

MANAGER, IT Helpdesk 2021 – 2022

DMI, Arlington, VA

●Managed fourteen member staff on location team

●Completed all weekly schedules

●Direct questions answered, when needed

●Ensure customer satisfaction

●Maintain SLA expectations

●Meet all defined metrics & benchmarks

●Ensure all processes are followed to provide the optimum customer service & support

MANAGER, IT NETWORK SERVICES 2020 – 2020

Oracle, Reston VA

●Align 15-member team in building and management oversight

●Create and manage new standards of consistent service to ensure team is proficient and performing at maximum capacity

●Collaborate with IT leadership team to guarantee infrastructure is consistently sound with optimal performance for 18K users

●Maintain daily interaction with project management team to confirm timely performance and quality completion of assigned goals and objectives

MANAGER, IT FIELD SERVICES 2013 – 2020

Oracle, Reston VA

●Oversaw & delivered timely completion of team budget and 15 office relocation and 6+ office closure projects, annually

●Presented to 20+ new hires at 12 new hire orientations including Day One support for mergers and company acquisitions

●Closed all service requests properly to bring SLA compliance to 93% above average

●Managed day-to-day operational aspects of four project sets including office relocations and networking buildouts

●Monitored, reviewed, and provided approvals to fifteen employees seeking Global IT access

●Fostered 15 East Coast members weekly while supporting relationships with 10 customers and 200+ partner organizations

SENIOR PRINCIPAL PROJECT MANAGER 2007 – 2013

Oracle, Reston VA

●Completed 30+ annual connectivity projects over 6 years

●Collaborated with 3+ teams to complete 3 Day One connectivity, 5 office relocation, and 30 office closure projects

●Consulted with 30+ project teams to complete technology functionality of acquired locations within 100 days

●Identified project need from 6 resource teams and assigned individual responsibilities to teams of 5+

●Minimized project exposure and risk through knowledge gained from previous projects

ADDITIONAL EXPERIENCE

INFORMATION TECHNOLOGY MANAGER 2000 – 2007

Siebel Systems, Reston VA Reston, VA

●Decreased telecommunications costs by $2.5M by conducting comprehensive audit of expenses and usage patterns to implement cost-efficient programs and information systems

●Ensured seamless transition for three acquisitions valued between $5M and $115M

TECHNICAL PROFICIENCIES

Zoom Slack Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Outlook OneNote Acronis Teams Cisco Service Now Jabber

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