Darrell Odell Email & Phone Number

Gaithersburg, Maryland, Us

Oversee end user computing and support services for fifteen domestic and international sites supporting 3500+ users. Manage desktop and office equipment, include technology refresh schedule. Manage operating budget of $6.4 million, including Microsoft Enterprise Agreement and ServiceNow licensing. Lead ITSM services including Incident Management, Request Management, Change Management, and Software Access Management utilizing ServiceNow. Managed transition to Managed Service arrangement for both Service Desk and Desktop services. Worked with HR to develop an enterprise onboarding experience, including weekly new user IT training. Adjusted equipment delivery to approach to provide users equipment remotely to support Work from Home. Participated in the core team for rolling out the new corporate Remote Worker policy. Efforts included developing a home printing policy, new shipping solution with FedEx to have equipment returned quickly, adjusted AD and SCCM architecture to support business adjustments for full time remote workers. Transitions to global security printing solution to provide enterprise approach while reducing overall lease costs and maintenance costs. Developed continuous improvement model which coordinates the implementation of process improvement efforts throughout the IT environment.

New York, Ny, Us

Directed two regional support managers and 14 technical support specialists providing end user and executive support to 2500+ users in over 20 locations across North America and Latin America. Defined roadmaps for end user cloud-based infrastructure services, workstation deployment and support, and cohesive communications. Partnered with senior IT and C-level leadership Team to collaborate on strategic initiatives. Ensured SOX and corporate security compliance. Created, monitored, and provided oversight of operating and project budgets and third-party providers. Concurrently supported major restructuring during private equity sale and leadership transition. Saved $200K in annual video conferencing service support expenses while expanding video conferencing capability from eight to over 40 locations; researched and negotiated new service provider. Increased SLA targets from 65% to 85% by implementing key metrics and coaching the team on setting priorities. Merged three acquisitions into corporate network; integrated 300 new employees into email systems, workstations, and applications. Relocated corporate headquarters, executive team, and 300 employees; planned cabling and network infrastructure, migrated servers and storage, installed Avaya VOIP PBX, AV, and video conferencing, and transferred user desktops. Led ten office closures, relocations, expansions, and new office projects coordinating activities within IT and Facilities.

Nashville, Tn, Us

Formulated technology roadmaps and partnered with CFO to prioritize expenditures and allocate resources. Consulted with C-level and multi-functional leadership to gather requirements, plan, and coordinate large-scale enterprise migrations, expansions, and renovations into existing architecture. Good Samaritan Hospital: Planned and executed deliverables for two-floor expansion, 65 beds, and nurses’ stations. Installed wireless access points, cabling, and nurse call system. Regional Medical Center of San Jose: Renovated emergency room and opened four-story hospital tower with 81 beds. Coordinated with emergency department to maintain patient volumes and services throughout remodel. Formulated technology roadmap for nurses’ stations and call system, computer systems, and migrated servers to seismically approved space. Devised critical incident management process; created communication templates and instituted formal training program for incident managers to improve response times used across the division supporting eight hospitals in two states. Mentored two managers promoted to director leadership roles.

Nashville, Tn, Us

Revitalized service desk from ground up to support 10K users at eight hospitals in two states; recruited, hired, and trained high-performing team of 13 collocated and geographically distributed incident managers and service desk analysts providing round-the-clock desktop, application, and account management support. Designed support model and established procedures to sustain modifications to infrastructure and applications. Reduced average incident resolution time by 80% and improved customer satisfaction by 30%; developed dashboard providing leadership, staff, and customers visibility and actionable data regarding open issues, SLA compliance, and customer satisfaction ratings. Introduced automatic call distribution (ACD) technology to direct incoming calls to technicians with specific expertise.

Round Rock, Texas, Us

Analyzed clients’ existing ITSM processes and provided ITIL compliant incident management, problem management, change management, and asset management solutions. Scheduled and oversaw deployment, installation, configuration, and user training for these solutions.

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Supervised team of 4 managers and 41 staff supporting Oracle applications, server administration, Service Desk, and desktop support functions for 1500+ users in 16 global locations. Provided oversight of $7.5M software and hardware budget. Saved $1M+ in operating expenses by minimizing software maintenance by right-sizing contracts, cancelling unnecessary contracts, and restructuring hardware procurement process.

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Led service desk and desktop support teams and partnered with internal audit team on SOX audits. Created global employee on-boarding and off-boarding processes. Improved compliance and quality and reduced change requests by 37% by automated Change Management approval requirements and processes.

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Designed and staffed a Service Desk to support the users after the merger of three companies providing Tier 1 support for 2500+ global users. Created a training plan between Service Desk and Desktop Support teams to increase the first call resolution rate by 25%.

Provided Tier 1 and Tier 2 support for 450+ users. Redesigned ticketing system to improve the quality of the tickets and reduce entry time. Implemented survey to measure customer satisfaction.

Implemented global follow the sun Service Desk to support 2000+ global users in the US and Europe.

San Jose, California, Us

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Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bs, Business Administration