Summary
Overview
Work History
Skills
Certification
References
Timeline
Generic

Darren Quinn

IT Leadership
Atlanta,GA

Summary

Dynamic IT leader with a proven track record at Employbridge, specializing in digital transformation and IT service management. Expert in ServiceNow implementation and change management, driving operational efficiency and enhancing employee experience. Successfully led cross-functional teams to achieve significant cost savings and improved service delivery, fostering a culture of innovation and collaboration.

Overview

28
28
years of professional experience
1
1

ServiceNow System Administrator

1
1

Six Sigma Green Belt

1
1

Scrum Master

1
1

ITIL 4 Foundation

1
1

ITIL Intermediate IT Service

1
1

Kanban

1
1

Product Owner

1
1

Value Stream Mapping

1
1

Certified Agile Service Manager (CASM)® v2.0

1
1

Azure AZ-900

Work History

Senior Director of Digital Workplace Services & IT Service Management

Employbridge
Atlanta, GA
01.2025 - Current
  • Responsible for the strategy, delivery, and continuous improvement of enterprise end point management, service desk, ServiceNow, and M365 services.
  • Led digital transformation initiatives to enhance productivity, mobility, and employee experience.
  • Applied a people-first approach to grow high-performing teams and drive innovation across workplace technologies.
  • ServiceNow ITSM new implementation, including Incident, Change, Major Incident, and Problem Management modules.
  • Directed cross-functional teams including Service Desk (L1/L2), Application Support, and Engineering to deliver seamless end-user support and exceptional customer service.
  • Developed and implemented a modern workplace technology roadmap, aligning IT strategy with business goals to drive innovation and operational efficiency.
  • Led the transformation of digital workplace services, including device lifecycle management, video conferencing, mobility, and productivity solutions, resulting in improved employee experience and reduced operational overhead.
  • Drove automation and process optimization across workplace operations, significantly reducing manual tasks and enhancing service reliability.
  • Oversaw endpoint management and patching strategies to ensure security compliance and system availability with minimal disruption to end users.
  • Trained and transitioned 350+ users and 62 cross-functional teams across IT, Security, Product, HR, Legal, Finance, and Customer Support to the new ServiceNow platform.
  • Built and maintained robust knowledge bases and training programs to empower support teams and improve first-contact resolution rates.
  • Implemented Virtual Agent to streamline user interactions and improve response times for common support requests.
  • Built custom dashboards and reporting capabilities to provide real-time visibility into service performance and operational metrics.
  • Established a delegated development pipeline to enable controlled, scalable enhancements by distributed development teams.
  • Launched a citizen development program, empowering business users to create low-code/no-code solutions within a governed framework.
  • Spearheaded the strategic vision and execution of enterprise-wide digital workplace initiatives, enhancing collaboration, mobility, and productivity for a global workforce.

Director of Digital Workplace Services & IT Service Management

BECU
Tukwila, WA
01.2022 - 01.2024
  • Accountable for designing, developing, and delivering technology products and services supporting the employee lifecycles.
  • Responsible for developing strategy, standards, and best practices for BECU's Information Technology Service Level Management (ITSM) framework.
  • Oversee the operational excellence across the Incident, Change, and Problem and Service Level Management Processes.
  • Responsible for the Technology Asset Management function, including the CMDB.
  • Manage IT's Service Level Agreements for business and technology-owned applications, including annual renewals, monthly SLA adherence reporting, lifecycle management, and on/off-boarding.
  • Accountable for the integration of new strategies and technologies to improve service performance impacting BECU’s 1.3 million members, 3,500 staff, and 65+ locations.
  • Led a team of 6 senior managers. 150+ FTE and managed service provider staff; across the US, Mexico, and India.
  • Accountable for the Service Desk, Desktop Services, ServiceNow, configuration management, patch management, M365 (email, MS Teams, SharePoint), Telephony, IT Service Management (ITSM), executive support & managed service provider.
  • Oversaw ServiceNow platform: Reorg team, changed MSP, and provided agile coaching thus improving demand throughput by 63%.
  • Increased Discovery capabilities to 98% coverage; matured CMDB.
  • Implemented, VA, HAM/SAM Pro, PA, SecOps, PI, MS Teams, & Pager Duty.
  • Accountable for a $25mil+ budget, supporting 1.3 mil members, 3,500 staff, 65+ locations, and 4,500 workstations.
  • Established managed service provider (MSP) across 7+ functional areas such as the Service Desk, patching, ServiceNow, incident/problem management, & NOC.
  • Accountable for MSP vendor relationship.
  • Reduced costs by $1.5mil in year two.
  • Reduce workstation vulnerability risk score by 49% through revised patch management processes and tooling.
  • Improved Service Desk KPIs (average speed of answer by 79%, reduced abandon rate by 83%, improved CSAT by 26%).
  • Reduced IT ticket volume by 35% or 40,000 tickets through service improvement plans and automation.
  • Improved ITSM KPIs: Reduced P1/P1 outrages by 23%, change-related outages by 48%, MTTR by 68min, operational risk score by 50%, reduced member impacts by 1.9 million.
  • Automated the new hire and asset fresh process resulting in 1,235hrs and 250k savings.
  • Reduced telephone costs by 1mil through vendor management, consolidation, retirement of systems, and cost controls.

VP – IT Services Management

Fiserv
Alpharetta, GA
01.2019 - 01.2022
  • Accountable for the strategic design, implementation, and ongoing process improvement of all aspects of technology service management (ITSM).
  • Set the vision, strategy, and leadership for service management and product availability for the business unit.
  • Led development code quality, change, release, incident, problem, procurement lifecycle, service level, and CMDB (configuration management database) management, encompassing more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.
  • Handled daily relationships with all teams, ensuring service integration and deployment meet/exceed clients’ expectations.
  • Led a team of five directors and 280+ staff both onshore and offshore.
  • Established ServiceNow as the business unit’s IT Service Management system for change, problem, CMDB, request, incident, knowledge, and major event management.
  • Decommissioned 1,000+ servers thus reducing tech debt and security exposure by 58% with $1.5M savings; created a mature Configuration Management Database (CMDB) based on ServiceNow’s Discovery and Service Mapping capabilities.
  • Improved the change success rate from 96% to 99.8% (6,500+annual changes) and reduced incidents caused by a change (ICBC) by 3% and planned downtime by 40 hours.
  • Established a mature major incident management process through the use of outage scorecards, run books, daily ready for business checks, and the implementation of a follow-the-sun operating model.
  • Reduced MTTR (Mean Time to Restore) by 23% and Total Downtime Duration by 77%.
  • Setup reactive and proactive problem management processes encompassing application and infrastructure business units.
  • Reduced backlog by 70% as well as improved on-time completion by 81% and overall completion: 98.75%.
  • Matured and automated E2E tests thus capturing 75% of defects before hardening.
  • Implemented 65 GoCD pipelines; improved in-sprint test automation and matured agile ceremonies which resulted in a 65% decrease in known bugs and a 54% decrease in application-related outages.
  • Sponsored Splunk Monitoring program reduced client-detected incidents by 70% and increased outage avoidance by 52%.
  • Reduced client-side outage hours by 50% and initial client notification times by 75% with Splunk and ServiceNow as well as established client notification process alerting clients to issues within their environments.
  • Led to $1M cost avoidance by establishing BU procurement lifecycle to reduce license expense through a series of checks and balances (schedule of renewals, competitor reviews, usage, and consolidation).

Director End-user Computing and IT Service Management – Global

Sage Software
Lawrenceville and Atlanta, GA
01.2013 - 01.2019
  • Accountable for strategic planning, design, engineering, implementation, and support of $17.6M end-user computing landscape across 22 countries, including ITSM (ServiceNow), workstation management, virtual desktops, and security remediation.
  • Administered 70 enterprise service desk and engineering colleagues which managed ITSM, enterprise-based project requests, security policies, service transition planning, troubleshooting, and incident response.
  • Global IT Service Management (ITSM/ITIL) Implementation: led the strategic design and implementation of a globally governed, major incident, problem, change, and release management program to ensure standardized methods and procedures were used for efficient handling of targeted ITIL processes KPI(s).
  • Eliminated redundant ITSM systems and saved $760K; automated new hire account management onboarding processes while leading the Global ServiceNow Implementation supporting 20K users.
  • Saved $250K while leading the deployment of a mobile device BYOD program in which Sage provided a monthly stipend to employees using personal devices for business purposes in place of company-provided mobile phones.
  • Oversaw $5.5M global equipment overhaul and saved $1M by establishing global standards and vendor negotiations.
  • Led deployment of centrally managed, global, non-Microsoft patch management system.
  • Created cohesive global patch management standards & accomplished 93% global compliance across all KPIs in 8 months.
  • Led global Microsoft Teams’ early adopter implementation program leading to the retirement of Skype.
  • Reduced costs by $1M across 8 regions by initiating a global expense management program encouraging teams to lower costs through procurement lifecycle management, vendor consolidation, and policy mandates.

IT Manager – Infrastructure Services

The Home Depot
Atlanta, GA
01.1998 - 01.2013
  • Directed up to 20 engineers and Project Managers with accountability for U.S. and Canadian workstations across 2,100 stores (150,000 workstations), 150 supply chain sites, 13,000 corporate users, and 3,000 VMware virtual desktops encompassing five call centers.
  • Led release management, implementation, standards, software licensing, software roadmap, Group Policy, virtualization technologies, and device selection.
  • Served as the integration point for all application and business changes for enterprise, IT Operations/NOC, enterprise help desk, and crisis/war room events.
  • Automated deployment of Windows 7 to 2,100 US / Canadian stores and corporate offices (150K workstations) for Microsoft Desktop Refresh worth $6M; migrated existing Windows XP workstation roles to Microsoft System Center Configuration (SCCM) Manager.
  • Implemented VMware Virtual Desktop Infrastructure across 5 call centers and replaced physical desktops with thin clients; removed 2K desktops, reallocated onsite personnel, and reduced ticket volume by 50%.

Skills

  • Servant Leadership
  • Change Management
  • Strategic Planning
  • Systems Design and Implementation
  • Technical Policy Development
  • Stakeholder Engagement
  • ServiceNow
  • Global IS Deployment
  • IIT Service Delivery
  • ITIL
  • ITSM
  • Organizational Restructuring
  • Budgeting
  • Cost Containment
  • M365
  • Virtual Desktop Infrastructure (VDI)
  • Automation
  • Agile
  • Kanban
  • Six Sigma
  • Value Stream Mapping
  • Windows Intune
  • Problem Management
  • Major Incident Management
  • Endpoint management
  • ServiceNow implementation
  • IT service management
  • Automation processes
  • Budget management
  • Team leadership
  • Customer service
  • Digital transformation
  • Strategic planning
  • Project management
  • Change management
  • Stakeholder engagement
  • Problem solving
  • Effective communication
  • Key performance indicators
  • Administrative oversight
  • Organizational development
  • Team building
  • Team management
  • Collaborative leadership
  • Team building and motivation
  • Operations management
  • Vendor relationship management
  • Coaching and mentoring
  • Financial management
  • People management
  • Employee development
  • Partnerships and alliances

Certification

  • ServiceNow System Administrator
  • Six Sigma Green Belt
  • Scrum Master
  • ITIL 4 Foundation
  • ITIL Intermediate IT Service
  • Kanban
  • Product Owner
  • Value Stream Mapping
  • Certified Agile Service Manager (CASM)® v2.0,
  • Azure AZ-900

References

References available upon request.

Timeline

Senior Director of Digital Workplace Services & IT Service Management

Employbridge
01.2025 - Current

Director of Digital Workplace Services & IT Service Management

BECU
01.2022 - 01.2024

VP – IT Services Management

Fiserv
01.2019 - 01.2022

Director End-user Computing and IT Service Management – Global

Sage Software
01.2013 - 01.2019

IT Manager – Infrastructure Services

The Home Depot
01.1998 - 01.2013

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