IT Executive - Tech Transformation & Program Leadership

DARRELL DANSBY, MBA

Altadena, ***** • 626-***-**** • *******.******@*****.***

https://www.linkedin.com/in/darrell-dansby-mba-21983319/

IT Executive– Technical Project Leadership & Development

Technology Transformation Project Leadership, Complex IT Operations Leadership

Accomplished IT Executive with a Master of Business Administration and success managing a $10B+ client portfolio. Demonstrate expertise derived from 20+ years of experience and leadership. Excellent history leading complex projects while managing a diverse team of 31+. Strong business acumen and experience managing budgets of up to $2M. Possess formidable expertise in conceptualizing, developing, and deploying leading-edge solutions to complex business challenges. Success leading IT strategy and ensuring effective IT delivery and delivering enterprise-wide technologies. Possess formidable expertise in conceptualizing, developing, and deploying leading-edge solutions to complex business challenges. Effective communicator with strong interpersonal skills Track record of stepping into dysfunctional organizations and righting the ship. Average 30% metrics improvement within 6 months for last 2 clients. Strong history of managing budgets, leading complex projects, directing high-performing staff teams, and engaging stakeholders effectively to drive organizational success.

Areas of Expertise

System/Application Delivery Roadmaps & Milestones • Management Operating System Development

Requirements Gathering • Process Documentation • Quality Assurance/Control • SLA Agreement & Satisfaction Surveys

Test Development, Schedule & Execution • Large-Scale IT Systems Implementations • Technology Risk Management

People & Team Leadership • Stakeholder Relationships • Team Development & Mentoring

Professional Experience

NTT DATA - AMGEN PHARMACEUTICAL BIOTECH - JCI CONTROLS 3/2022 – Present

IT Director

Proactive Customer Satisfaction: Improved customer satisfaction, taking it from 88% to 94%.

Strategic Team Building: Inherited a department with disjointed teams and a lack of accountability, resulting in inefficiencies and blame-shifting among departments.

Effective Team Leadership: Initiated daily team meetings to promote collaboration and recognize and reward teamwork efforts. Encouraged open communication, leading to the sharing of valuable ideas and solutions.

Production & Quality Enhancement: Enhanced production efficiency, cultivated motivated and inspired teams, and fostered a collaborative culture that increased problem-solving and productivity.

Streamlined Troubleshooting: Efficiently resolved over 5,000 trouble tickets monthly and 15,213 quarterly, ensuring minimal downtime and high service levels.

Exemplary End-User Satisfaction: Successfully achieved and maintained an outstanding end-user satisfaction rating of 94.14%, surpassing the expected 80%.

Effective Team Leadership: Oversaw a diverse team of 31 staff members across multiple functions, including service desk, desktop engineering, network support, tech lounge, focus center/meeting rooms, business resource centers, warehouse/inventory, and mobility team.

Strategic Project Management: Led and directed regional lead technicians and the field service team, driving quality, SLA adherence, and customer satisfaction results. Managed personnel development, client and vendor meetings, HR onboarding/offboarding, and technology projects.

End-User Support: Ensured high customer satisfaction for client end-users and business unit program owners. Collaborated with NTTD client Delivery Executive to conduct surveys, root cause analysis, and implement Customer Service Improvement Plans (CSIPs).

Cyber Security Oversight: Oversaw the cyber security incident response team (IRT). Responsible fre maintaining a Zero Trust Security environment.

TYAD MEDIA CORPORATION 1/2008 – 3/2022

Director of Information Technology

Customer Satisfaction Improvement: Achieved a significant reduction in ticket resolution time by over 50%, ensuring faster problem resolution — improved customer satisfaction by an impressive 48%, reflecting the positive impact on end-user experience.

Business-IT Alignment: Collaborated closely with the CEO and Board of Directors to set short-term and long-term strategic objectives, ensuring IT contributed to profitability and growth.

Cost Optimization: Reduced technology-related expenses by authoring a comprehensive policy manual covering appropriate system, device, and telecommunications usage, eliminating excess costs.

Talent Development and Expansion: Grew the IT department by hiring skilled personnel at various levels, fostering a robust team, and enabling efficient information systems management.

Strategic Alignment: Recognized and addressed the need for more consistent understanding and expectations within the technical support team; drastically improved efficiency.

Initiated Solutions: Aligned with operational policies and procedures while developing and implementing a Service Level Agreement (SLA) agreement from executives and end-users.

Measurable Impact: The introduction of the SLA led to clear priorities and expectations, resulting in improved performance and quantifiable results, enhancing overall efficiency and customer satisfaction.

Challenge Identification/Mitigation: Addressed the challenge of providing timely support to multiple physical locations, where travel distances and scheduling posed difficulties in resolving problem tickets promptly.

Transformative Recommendations: Proposed and successfully gained approval for a transformation from a centralized support center to a decentralized support model, with technical support teams stationed across various physical locations.

Earlier Career History

Chief Operating Officer (CEO), The Growth Coach, Inc (01/2006 - 12/2008)

IT Manager/End-User Judicial Support Manager, Los Angeles Superior Court

MIS Administrator, Bronson, Bronson & McKinnon

Education & Certifications

MASTER OF BUSINESS ADMINISTRATION IN TECHNOLOGY MANAGEMENT, UNIVERSITY OF PHOENIX

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION,

ITIL CERTIFICATION, 2019

Certifications, Training & Development

ITIL Certification, 2019

technical competencies

Methodological Expertise:

Legacy system, Service Now, CATALYS,

Salesforce, Field Glass, Concur, SAP, Lean, DevOps, Agile, OCM, ITIL

System Expertise:

LANs, WANs, Routers, Gateway, Bridges, Hubs, e-mail servers, FAX servers, File servers, FTP Servers

Print servers, Proxy servers, Web servers, SAP, JD Edwards, Oracle, Unix

Microsoft, Remedy, PeopleSoft, Java, SQL, Crystal Report Writer

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