Darren Oakes

Experience

• 

  Dairy Queen

  Apr 2008 - Oct 2013

  Assistant Manager

  Organized the store to be opened and closed. Managed customer service and employee responsibilities.

• 

  Loras College

  Mar 2012 - May 2013

  Senior Year Experience Coordinator

  Advertised, planned, and executed educational workshops for student body growth. Designed and operated on carefully organized and reviewed budget.

• 

  IBM

  May 2014 - Nov 2020

  Supervised large-scale projects requiring application and security deployment across multiple client environments. - Reduced security risks by transitioning all client servers to a more frequent patching cycle while addressing all stakeholder concerns. - Managed quarterly and monthly patching programs on 1.5K+ client servers, ensuring security measures are deployed properly. - Facilitated audit readiness and preparation through security asset and risk management training and testing. - Refined processes improvements, saving 120+ hours per month on audit readiness. - Utilized Agile Kanban methodology, addressing security risks within Windows and Linux environments. - Distributed workloads across multiple teams, quickly resolving incidents, problems, and service requests. Show less Performed audit compliance services for several IBM clients. Managed incident and change compliance management system, including projects, compiling, organizing, and analyzing compliance data from 100+ worldwide accounts for trending metrics. - Evaluated and improved service delivery success and audit and process compliance by leading bi-monthly reviews of IBM accounts. - Allowed IBM to remain competitive in service offerings by producing and reviewing input for IBM Service Management tool enhancements. - Conducted daily meetings with clients and colleagues, maintaining effective communication between various stakeholders. - Wrote formulas in Microsoft Excel, increasing efficiency within team's operating procedures. Show less

  • Change Manager

    May 2016 - Nov 2020

  • Incident, Problem, and Change Coordinator

    May 2014 - Apr 2016
• 

  HCL Technologies

  Dec 2020 - May 2022

  Problem Manager

  Manage Problems records to identify root causes and consequential solutions to major incidents and proactively-identified issues.- Diagnose technical and procedural issues through postmortems and the 5 Why’s method of root cause analysis.- Improve stability in the IT environment by coordinating and tracking implementation of corrective actions developed by technical teams and leadership.- Aid team members in meeting SLA and KPI requirements, boosting efficiency and effectiveness, and reducing rates of errors through the development process automations and improvements in Excel.- Identify and address problems proactively before they create an outage by reviewing problem trends.- Facilitate audit readiness and quality through adherence and improvement of problem management procedures. Show less

• 

  Nextiva

  May 2022 - now

  Problem Manager