Akeem Adkins Email & Phone Number

Charlottesville, Va, Us

Charlottesville, Virginia, United States

Software Engineer contributing to the full lifecycle of mission-driven systems—from design and development to deployment and maintenance. I build and integrate robust machine-learning solutions and real-time data processing pipelines, creating user-focused interfaces that enhance situational awareness and deliver advanced analytics to end users.

Richmond, Virginia Area

Working with MAXX Potential Support Team on ongoing and finite projects for various companies𝗢𝗻𝗴𝗼𝗶𝗻𝗴 𝗪𝗲𝗯 𝗦𝘂𝗽𝗽𝗼𝗿𝘁• Consult with clients about requested updates to their websites.• Update various websites using HTML, CSS, JavaScript, and PHP to complete intermediate to difficult skill level client requests. • Completed various Quality Assurance assignments for clients.• Data Loss Prevention Associate - General Electric• Maintained, monitored, and executed DLP exceptions. • Received and fulfilled DLP exception requests to grant associates various network access using the Principle of Least Privilege concept. 𝗡𝗲𝘁𝘄𝗼𝗿𝗸 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 𝗖𝗲𝗻𝘁𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁• Support the monitoring of multi-platform servers. • Report abnormalities and collaborate with various teams to resolve issues. • Incident management for various teams.• Monitor and report daily changes to the proper contacts.𝗔𝘃𝗲𝗻𝘁𝗮𝗶𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗔𝘀𝘀𝗼𝗰𝗶𝗮𝘁𝗲• Provide tier 2 support to associates experiencing issues with Dell Connect Tunnel VPN. • Assist associates with gaining access to various locations within Altria’s network. • Provide technical support to associates experiencing connectivity issues with Altria's network.

Richmond, Virginia Area

Providing horizontal support that monitors and manages the performance of multiple contact center networks (inbound and outbound), performs system incident management, and provides dialer administration and support. In addition, ensure accurate capture and communication of all requested agents, monitor system and platform health using various monitoring tools/reports, interpret contact center performance and identify opportunities using various metrics Detect, confirm, and escalate critical system issues that impact contact center productivity Maintain effective/timely communications with IT resources throughout resolution of IT issues. • Developer of official Training and Reference documents utilized by Capital One's Integrated Mission Control department. • Creator of a new efficient Voluntary Time Off process to be used throughout Integrated Mission Control and Workforce Administration.• Created Training Material and held classes on how to use the MIR3 Intelligent Notification System licensed by Capital One.• Assigned to design and maintain the Integrated Mission Control trackers used to monitor performance and communicate directives for each line of business in Capital One. • Created a Master Tracker process in which allows, on a daily basis, Workforce Management to determine actions each call center needs to make depending on their specific service level thresholds.• Originated the Training Material team with Integrated Mission Controls co-site in Alabang, Philippines. o Our team is responsible for numerous training document to be utilized by new hires and tenured associates.

Servicing inbound calls from customer who transact over $30,000 per year. This includes addressing account specific questions, initiating disputes with merchants, reporting fraudulent activity, managing account concerns with internal and external partners, providing feedback on the enhancement of customer experience, and delivering high quality servicing while assuring a speedy resolution. Creator of the Agent Development Team in which allows us to partner with our agents in order to develop the best method to enhance agent improvement. Creator of the Real-Time Resolution strategy which provides a unique real-time solution to various circumstances agents may come across.Developed an incentive improvement plan where a visual aid of the current incentive program was used to monitor and possibly improvement this formula.A member of the Over-Night prototype team in which a few volunteering agents worked a new nighttime schedule to ensure our center could service customers on a 24-hour basis.

Bachelor Of Science, Digital Entertainment

Associates Of Applied Science, Multimedia