Colin Clisham Email & Phone Number

Mesa, Az, Us

Mesa, Arizona, United States

Mesa, Arizona, United States

At Banner Health I was hired to a 10-member Remote Operations Center (ROC) responsible for managing TMA and ATG ticketing systems used by engineering teams focused on energy efficiency and savings initiatives across Banner. I am primarily responsible for advising internal customers (plant mechanics, facility directors, engineers) nationwide on troubleshooting for TMA (ticketing system) and ATG (map/store floor plans) software systems.Projects included:• Provided data verification between Excel, ATG, and TMA for large software projects to ensure all data was consistent and up to date. Aligned multiple departments on process and nomenclature. • Set up and maintained servers that ran analytics, identifying million dollar savings opportunities for the company.• Served as a technical liaison between IT and the ROC to ensure all IT needs of the ROC team were met. Placed hardware orders and contacted vendors to ensure required systems access.• Collaborated with monitoring and analytics software vendors to ensure compatibility and that systems were proactively and properly updated. • Designed and properly documented multiple processes to standardize ROC workflows.• Created reports within TMA used to track engineering hours on specific issues, identify improper permissions, physical locations of items, etc.• Ran QA checks to confirm reliability and utility of department data within Cerner and Cipher.

Tempe, Arizona, United States

I was initially hired as Limelight’s first Customer Service Representative and created their first formal CSR training materials, established departmental processes, and maintained CSR schedules. I earned two promotions to the NOC Analyst position in 2017.As an NOC Analyst I drafted training materials, facilitated NOC training sessions, and designed new processes and workflows to increase efficiency. These new processes included setting ServiceNow protocols and ticket prioritization policies. Other work included writing new technical documentation for logging and walkthroughs for new live streaming products, testing apps, network monitoring, and instructing vendors on installation of network equipment (routers, optics, cables, switches) and replacement of systems hardware (motherboards, servers, hard drives, PDUs, NICs).

Gilbert, Arizona, United States

At GoDaddy I managed a team of call center representatives as the shift lead and contributed to development of the center's operations, quality, and training processes.I also delivered biweekly one-on-ones to a 15-member team, created PDPs and PIPs for team members, and ran daily reports through Excel to track KPI progress and identify areas of improvement for the team.