Darrell Frith Email & Phone Number

Greeley, CO, US

Canton, GA, US

• Implemented new processes that streamlined workflow and automation procedures, resulting in a 70% reduction in IT operation tickets and a notable improvement of 78% in SLA performance.
• Achieved a 75% reduction in response time to SEV 1 and 2 tickets by implementing new workflow automations and developing xMatters alerts, ensuring a faster on-call response.
• Cultivated and strengthened partnerships between IT and the business by fostering service-centric dialogues, engaging both business and IT stakeholders to promote and deliver exceptional service.
• Drove development of IT roadmaps, standards process for Identity and Access Management (IAM) solutions.
• Designed and executed business processes and ongoing service enhancements within IT Services, aimed at minimizing adverse business impacts and optimizing revenue generation.
• Developed a knowledge base in our Service Management tool and knowledge transfer programs to build and support employee development and succession planning.

Dublin, Ireland, IE

• Responsible for Building and developing partnerships across IT and the business by engaging the business and IT to have service centric dialogs to promote and deliver outstanding service.
• Designing and implementing business processes and continual service improvements within IT Services to minimize negative business impacts and maximize revenue.
• Building knowledge base and knowledge transfer programs to build and support employee development and succession planning.
• Established process and procedures to identify monitoring gaps in customer facing applications and ensure problem detection of the support teams before customer detects it.
• Create solutions in ITSM Service Desk software tool for helpdesk to solve issues as a part of incident Management Process.
• Train team members in ITSM processes (Change/Problem/Incident) of the IT organization and single point of contact for all change related queries for the organizations.

Dublin, Ireland, IE

• Managed vendor relationships and BPOs, analyzed quality metrics and KPIs, identified process gaps, and drove continuous improvements to enhance customer satisfaction.
• Established ways-of-working for work intake from key stakeholder teams, organized, defined, prioritized, and delivered work, and developed design and integration documentation to ensure solution delivery.
• Reduced Operations ticket count by 40% using Shift-Left and improved SLA by 65% by creating new processes that streamlined workflow process.
• Managed vendors' performance, SLAs, and provided timely communications and status reports to business partners.
• Managed strategies for the continued planning, scheduling, and coordination of system tests for reliability, scalability, and maintainability and monitored test results to take or assign required corrective action.
• Oversaw strategic security relationships between internal resources and external entities, including business partners and vendors, and managed disaster recovery and business continuity plans and procedures.

Purchase, New York, US

• Responsible for managing Global lifecycle of all critical incidents, ensure incident management processes are followed
• Managed core team of 12 while leading a Global team of 95 PepsiCo Critical Incident Managers across the US, Latin America, Germany, Ireland, Australia and China for Global processes
• Worked with support teams to drive down high priority production incidents by 65% by focusing on Incident and Problem Management.
• Managed critical incident technical core teams to drive incident resolution within CORP SLA`s metrics for priority 1 and 2`s. Produce monthly Production Services metrics
• Managed weekly and monthly incident metrics reducing recovery times by more than 40% and respond times by 50%
• Reduced Priority 1 and 2 North America tickets by 75%. Developed alerts by email, cellphone text and direct calls to support groups for outages

Purchase, New York, US

• Responsible for driving, outlining SLA`s and managing VMWare, Windows, Citrix and File Services support documentation.
• Responsible for Offshore onboarding documentation outlining expected Support SLA`s.
• Managed and approved all Offshore access and support work.
• Provided clear roles, responsibility and accountability to INTEL Server Support Team driving career development.· Developed internal team SLA ticket requirements to be ahead of SM7 SLA requirements
• Implemented Alarm Point alerting the INTEL Server Support team via email and mobile device when our SM7 bin receive a ticket, this will allow us to respond quickly and keep focus on business support· Drove.

Purchase, New York, US

• Drove Proactive Infrastructure changes to reduce the number of emergency request changes.
• Served as escalation point for VMWare, Citrix, File Servers, Windows and OS2 outages.
• Drove customer focus, by being proactive on updating Server firmware, drivers and clean up on servers preventing issues saving customers time by not calling the Help Desk.
• Met regularly with cross functional teams to review check listed processes identifying and remediate gaps.
• Created a technology Support road map that matches short-term and long-term goals to help meet business SLA`s.
• Drove changes with EMS to monitor components that will allow Windows Server Support to react quickly to business impact (ESX hosts, Server drive space, print spoolers and IMA services).