Ray Odom Email & Phone Number

Rochester, New York, United States

Supporting investment properties from an all inclusive IT perspective. This expansive role includes Project Management, vendor relationship management, Procurement, property asset management, and strategic planning to meet the ever evolving business needs.

Rochester, New York, United States

Webster, New York

» Controlled a complete overhaul of Enterprise Mobility for the organization of over 250 mobile device end users» Coordination of staff activities in unison with vendors and end users» Travel to additional service sites for end user support and hardware repair consisting of 20% of the overall work week» Effectively collaborated with the migration from Windows 7 to Windows 10 for over 800 employees» Procurement of mobility and technical hardware, testing of laptops, docking stations, and peripherals» Slashed company mobility costs, saving the company over $100,000 annually» PC imaging and configuration» Backup processes» Emergency planning

Brighton, New York

» Address incoming technical support calls and emails for all URMC employees and affiliates» Supported project-based technical obligations» HIPPA trained for compliance» Trained for proficiency utilizing the Service Now Platform» Exceptional performance during migration to eRecord, assisting clinicians, administrators, and other operational staff for URMC acquired assets

Independence, Ohio

» Workforce Management» Defining project plan for project on-site in medical environment» Coordinating project to migrate client with over 60,000 total employees from iPhone 6 & 6s to iPhone 8 & 8 Plus » Worked with other departments to effectively prepare new devices, upgrade software, and return devices to end users with no loss in productivity» Staffing project and determining resources» Resolution tracking and creation of replicable documentation» Coordination of service level agreements involving multiple departments

Henrietta

» Leadership and education to enhance the growth of the Internet Help Desk Technicians through coaching, performance evaluation and development of improvement plans » Management and resolution of customer escalations» Utilization of various systems or tools such as Remedy, SMART, RD Web Access, and CIAO» Continual improvement in performance targets, such as 50% increase in response speed, as well as exceeding monthly target for Analytical Quality score by 5%» Develop and support continued education plans to drive agent resolution rates above 93% per interaction

Cornelius, North Carolina

» In-charge of employee evaluations and progress strategies, monthly, quarterly, and annually» Tasked with Project Management duties for the Service and Delivery department» Responsible for ensuring clients received job specific mobile devices » Accountable for hands-on application of end user mobile plans » Supervision of the joining processes between the Procurement, Optimization and Technical departments» Organizational problem solving to meet client specific needs» Completed administrative duties for the Service and Delivery department» Proficiency in AGILE methodology and usage» Built Procurement department that went from processing 300 orders monthly to over 900 within the first 60 days of leadership» Inventory Management and Order Management System administration» Software installation and Support

Henrietta, New York

» Agent training for both technical and customer service strategies» Support for commercial and residential consumers of the BlackBerry Smartphone devices» Acted as liaison between the client (Research in Motion) and the IPO (Sutherland Global in a consulting capacity» Development and application of C-SAT/CuEX Programs» Strategic planning for the Triage Support model» Metrics Reporting