Gary Wilcox Email & Phone Number

Remote

Muskegon, Michigan, United States

• Provided quality clerical support through data entry, document management, and overseeing operation of office equipment.• Interacted with volunteers, prison staff, and Prison Fellowship leadership to provide information.• Maintained filing system and curriculum for easy retrieval of information.• Maintained appropriate inventory, room scheduling, and attendance for five cohorts of classes.

Remote

• Managed Field Service Operations of deskside support technicians globally for General Motors to ISO 9001 and ITIL standards• Over 400 Technicians, 11 Leaders on 6 continents with a budget of over $40 Million USD• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Lansing, Michigan, United States

• Managed all aspects of the Service Desk for General Motors North American users to ISO 9001 and ITIL standards receiving the HDI External Help Desk of the Year award.• With call centers in: Lansing, MI; Winchester, KY; Oshawa Canada, Mumbai India, and Auckland New Zealand I had over 500 agents, 14 leaders, and a budget over $20 Million USD under my management• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

• Responsible for leading implementations and training of best in class ITIL and ISO processes at multiple service desk locations globally• Onsite project lead for the transition of forty-one help desks into one Service Desk location in Mumbai India.• Monitored project performance to identify areas of improvement and make adjustments.• Coordinated with cross-functional teams to resolve project issues and mitigate risks.