Chris Otterson Email & Phone Number

Denver, CO, US

Denver, CO, US

• History of progressive IT leadership roles held with this provider of high-performance cloud-enabled interconnection solutions—operators of 27 data centers in 11 U.S. markets and suppliers of colocation services to.
• Scope of leadership spans management of multiple teams including Business Operations, Continuous Improvement, Strategic Service Management, Data Center Operational Excellence, and Customer Support
• Spearheaded an entire departmental overhaul, defining overarching objectives and strategy, leading organizational development and change management efforts, redefining roles/responsibilities and reporting structures.
• Managed all customer-facing aspects of the CoreSite/AMT integration, training 50 staff in new work methods and onboarding 400 new customers to the new suite of CoreSite processes, policies, services, and support.
• Implemented a new “customer health check” program to proactively track and manage CoreSite’s largest and most complex strategic clients to mitigate risk and improve the client experience
• Collaborated with marketing, sales, operations, and IT to revamp/enhance the company's “voice of the customer” efforts; key changes included the design of improved surveys, development of new customer touchpoints and.

Denver, CO, US

• Performed a complete analysis and overhaul of the company's remote hands service offering—driving improvements to pricing and service delivery, streamlining processes across all sites, and improving metrics and.
• Overhauled CoreSite’s service delivery process, improving target date attainment for deployments, reducing service delivery time, and boosting customer satisfaction
• Led data analysis of data center operations’ maintenance program to establish “gold standard” objectives for all maintenance activities
• Drove key improvement initiatives within the Data Center Operations (DCO) department to realize operational excellence objectives through project/program management, data analysis, technical program management and.

Denver, CO, US

• Initially responsible for two independent teams focused on optimizing revenue and cost, increasing efficiency and effectiveness of business operations, improving decision making capabilities, and improving the customer.
• Drove key improvement initiatives within the Data Center Operations (DCO) department to realize operational excellence objectives through project/program management, data analysis, technical program management and.

Wayne, PA, US

• Initially hired as Regional Manager, Implementation Engineering and promoted to director-level role overseeing multiple, multi-site teams (both remote and global) in the execution of continuous improvement initiatives.
• Led major upgrades to the company's reporting/analysis/business intelligence capabilities to enhance leadership decision-making and support additional business performance optimization functions
• Reviewed corporate customer satisfaction surveys to identify ongoing issues, needs, and challenges—translating these findings into new service offerings and customer-centric product improvements
• Redesigned the firm's problem management process and augmented root cause analysis methodology with TapRoot software to deliver more consistent, categorical, and manageable results
• Developed and rolled out a comprehensive, department-wide onboarding program that resulted in far greater consistency and a >50% decrease in time for new employees to reach full productivity
• Re-engineered the expedite approval process, reducing approval times by 70%, in addition to improving overall team delivery times by >40% through effective staff mentoring, training, and management

Phoenix, AZ, US

• Held multiple key technical leadership roles (Director, IT Change & Release Management; Director, IT Process; Director, IT Shared Services; Senior IT Business Process Manager) within this technology-centric adult.
• Built an IT Shared Services org from the ground up to provide support within a 400-person department including Customer Support, Internal Project and Program management (PMO), Process and Compliance, Datacenter.
• Following the above achievement, built a more comprehensive IT Process organization from the ground up supporting these same 400 IT professionals, incorporating services across the entire delivery process lifecycle.
• Held full ownership of the Change Management (CM) process within the organization, ensuring mature governance and seamless execution of over 900 changes monthly across the entire IT organization
• Instituted a new Technical Change Advisory Board that successfully reduced change-related outages to the server environment by 39% in the first month alone
• Consolidated 2 customer support centers into a unified help desk function that served more than 15,000 internal and 300,000 external users—improved CSAT scores from 82% to 94%, decreased MTTR by 22%, increased FCR from.

• Managed billing, credit approval, and other key support tasks for 60+ business customers of this commercial energy management firm, in addition to leading new software selection/implementation projects.
• Mapped and documented all processes in the billing and accounting departments, developed system requirements for the implementation of a new billing system, and analyzed/improved/documented the entire invoicing and tax.

US

• Led a team of 8 QA Engineers in maximizing all aspects of day-to-day product quality and delivering against all specified business requirements to ensure customer satisfaction. Activities included managing several.
• Drove key process improvements and automation in the areas of release management, requirements traceability, and defect tracking—resulting in 75% cost savings improvement, as well as a 42% decrease in build rejection
• Established superior trusted working relationships with other internal departments (e.g. Development, Product Management, Professional Services Organization (PSO), Configuration Management) to facilitate smooth IT.

• Acted in many different roles in all phases of the software development lifecycle during given Customer Care and Billing (CCB) implementation and support engagements for large, wireless communication clients in.
• Roles included extensive work in project/program management, business process mapping, requirements definition/refinement, requirements validation (testing), business process improvement consulting, and functional.
• All projects were managed in compliance with ISO 9001 standards

GB

Macc (Mism), Information Systems Management, Accounting, Business Management

Bs, Accounting, French, Business