Adam Dowd
Escalation Lead at Socrates Global- Claim this Profile
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Topline Score
Bio
Paul Eames
I have worked with Adam for several years and I really appreciate his focus, clarity and pragmatic approach. He is customer focused with a collaborative approach that gets results. He has great leadership skills and built a successful, loyal and customer focused team. We worked very closely together on driving an internal global system roll out and he was key part of the success of this and the continued process improvement.
Gerard Healy
Adam is a highly professional, diligent and dedicated service delivery/ support manager, who places a collaborative spirit at the core of every customer relationship. While we frequently had differencing needs, in the near 3 years that Adam and I collaborated, we always found a common and synergetic objective to work collectively towards. Adam is a gentleman, a fastidious worker, a superb communicator and a keen collaborator. Adam has the capability to lead and succeed within any team.
Paul Eames
I have worked with Adam for several years and I really appreciate his focus, clarity and pragmatic approach. He is customer focused with a collaborative approach that gets results. He has great leadership skills and built a successful, loyal and customer focused team. We worked very closely together on driving an internal global system roll out and he was key part of the success of this and the continued process improvement.
Gerard Healy
Adam is a highly professional, diligent and dedicated service delivery/ support manager, who places a collaborative spirit at the core of every customer relationship. While we frequently had differencing needs, in the near 3 years that Adam and I collaborated, we always found a common and synergetic objective to work collectively towards. Adam is a gentleman, a fastidious worker, a superb communicator and a keen collaborator. Adam has the capability to lead and succeed within any team.
Paul Eames
I have worked with Adam for several years and I really appreciate his focus, clarity and pragmatic approach. He is customer focused with a collaborative approach that gets results. He has great leadership skills and built a successful, loyal and customer focused team. We worked very closely together on driving an internal global system roll out and he was key part of the success of this and the continued process improvement.
Gerard Healy
Adam is a highly professional, diligent and dedicated service delivery/ support manager, who places a collaborative spirit at the core of every customer relationship. While we frequently had differencing needs, in the near 3 years that Adam and I collaborated, we always found a common and synergetic objective to work collectively towards. Adam is a gentleman, a fastidious worker, a superb communicator and a keen collaborator. Adam has the capability to lead and succeed within any team.
Paul Eames
I have worked with Adam for several years and I really appreciate his focus, clarity and pragmatic approach. He is customer focused with a collaborative approach that gets results. He has great leadership skills and built a successful, loyal and customer focused team. We worked very closely together on driving an internal global system roll out and he was key part of the success of this and the continued process improvement.
Gerard Healy
Adam is a highly professional, diligent and dedicated service delivery/ support manager, who places a collaborative spirit at the core of every customer relationship. While we frequently had differencing needs, in the near 3 years that Adam and I collaborated, we always found a common and synergetic objective to work collectively towards. Adam is a gentleman, a fastidious worker, a superb communicator and a keen collaborator. Adam has the capability to lead and succeed within any team.
Credentials
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ITIL 4 Foundation Certificate in IT Service Management
PeopleCertAug, 2023- Nov, 2024 -
Microsoft Dynamics NAV 2009 Core Setup and Finance
Microsoft
Experience
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Socrates Global
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United Kingdom
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Technology, Information and Internet
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1 - 100 Employee
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Escalation Lead
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Sep 2023 - Present
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Columbus A/S
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Cambridge, United Kingdom
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Head of Support Services
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Dec 2014 - Jun 2023
• Procedural Review and Improvements – Monitor Care Team procedures and implement new procedures or improve existing. Delivery of new procedures through various methods (Documentation, video, conference call, etc). • Contractual Review & Onboarding – perform weekly/quarterly/annual customer reviews ensuring contractual compliance and improving relations with customers. Introduce of new services to new and existing customers. • RAG Reporting & Data Analysis – Analyse and report on Support levels to Directors. Identify through RAG report any risks and solutions. • SLA & KPI Compliance – Monitoring and maintain SLA/KPI’s of various levels depending on customers contractual level • Annual staff review – Through our ‘GROW’ methodology. • Resource Management – Monitor requirements and liaise with global teams to aid or ensure my team can maintain levels. • Customer Escalation review – Review and action escalations both internally and externally as required. Liaise with Account Management to decide necessary steps/actions required. • Day to day managerial duties (Team meetings, monitoring of staff work, training, etc) Show less
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Cambridge Online Systems Ltd a Columbus Company
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Support Analyst
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Apr 2012 - Jun 2014
A privately owned company established since 1978, with passionate people delivering great technology solutions to our clients. We provide the following business software and customise it to fit the needs of our clients - • Microsoft Dynamics ERP NAV (all industries) • Microsoft Dynamics CRM (all industries) • Infor 10 ERP (Manufacturing) • NAVair (Aircraft MRO) Additionally we provide and install hardware and infrastructure services to clients in all industries such as servers, storage, secure networks, structured cabling, infrastructure and telecoms. Show less
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Jagex
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United Kingdom
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Computer Games
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400 - 500 Employee
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Technical Support
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May 2006 - Mar 2012
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Play.com
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Cambridge, United Kingdom
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Customer Service
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Aug 2005 - Feb 2006
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Community
