Mike Adelmann Email & Phone Number

St Louis, Missouri, United States

St Louis, Missouri, United States

London, England, United Kingdom - Remote

• Facilitated new business transition from Sales/Solutions to operational support through education across departments.
• Standardization of CSM team process for reporting and client engagement.
• Retain and grow business with top tier customers, AT&T, BT, and Capgemini through nurturing customer relationships.

London, England, United Kingdom - Remote

• Resolving disputes and improving invoice process for large customer by listening to the customer, developing relationship, and holding internal service owners responsible for delivering necessary information.
• Mentor Customer Service team members on client engagement to drive customer satisfaction.
• Empathic and objective listening to customers to foster relationship.

Greater St. Louis Area

• Restructured Support organization to provide elevated level of service to key customers to assist in securing company revenue.
• Improving process of onboarding new customers to deliver a longer customer retention rate.

Greater St. Louis Area

• Transformed staff to fully-managed service provider after being outsourced from Thomson Reuters, leading them through a rebadging process.
• Improved IT foundational processes for managed support services by collaborating with business stakeholders.
• Defined and implemented process change to improve Workplace Services, meeting defined SLAs.
• Managed IT aspect of project successfully in delivering high profile real-estate, cost saving initiative in San Francisco.

Greater St. Louis Area

• Planned and implemented project plan of migrating 12 US sites which included 2000+ workstations to Windows 7 and new single enterprise network domain.
• Achieved cost savings of $200K by moving segmented IT infrastructure services to centralized IT infrastructure and managed service.
• Implemented new team meeting structure to develop and improve remote team collaboration for knowledge transfer and knowledge base creation/updates.

Greater St. Louis Area

Managing a team of 3 staff responsible for the delivery and support of IT services for the Americas region for a large global account with 18k users. Key responsibilities included managing day to day operations of IT services for Americas region, managing major incidents for entire global region by coordinating IT support teams to work to resolution and.

Greater St. Louis Area

Managed the delivery of desktop support services, as well as the support of IT service outages and the full recovery of those services.Key responsibilities included vendor management of desktop support services for United States region, manage major incidents for IT services, and engaging with key business stakeholders.Highlights of Relevant Experience.

Greater St. Louis Area

Initially started as a Systems Engineer with a focus on the technical support of IT server infrastructure. Continually increasing scope of technical services and responsibility, to being promoted to Team Lead of the local infrastructure services team. - Windows Server- HP hardware platform