Troy Hatch Email & Phone Number

Lewis Center, Ohio, United States

Lead team of Services Operations Specialists within Sustainability Services Operations.• Assist with hiring, onboarding, offboarding, and training and perform other administrative employee functions.• Ensure services are delivered according to business rules and work instructions and in compliance with client contractual specifications.• Remove or escalate blockers associated to order entry, reporting, inventory, billing, or other service delivery activities.• Work with all departments and leadership to help define, develop, improve, and deploy organizational and process changes for efficiency.• Invent, improve, document, and deploy processes within SOS and between SOS and other areas.• Assist leadership to open and close facilities and develop new processes to support clients remotely.

Lewis Center, Ohio

• Process lifecycle depot services requests from order creation, through warehouse, lab, and delivery tracking. • Understand SOW requirements and track adherence to SLA’s while managing gating factors.• Deliver strategic and tactical client workplace technology depot reporting, forecasting, and planning.• Improve customer relationships through clear, direct, and honest communication about lifecycle services performance and issue resolution.• Translate customer needs into actions supported by statements of work and change requests.

Central Ohio

• Directed team that gathers requirements for developing, testing, and deploying SaaS provisioning forms in IBM sales systems.• Led creation and maintenance of provisioning form development process.• Improved efficiency by combining support and training for SaaS credit-rebill request tool, SaaS service description mapping tool, and SaaS provisioning form management on 1 team.

Dublin, Ohio

• Drove completion of acquisition integration of Sterling Commerce into IBM in the areas of software fulfillment and entitlements, allowing customers access to accurate software support. • Enabled ease of contracting SaaS offerings by designing and maintaining processes within emerging applications that made service descriptions (SaaS contracts) available in the sales quoting system (SQO).

• Directed electronic and physical fulfillment of software in order support and distribution teams in multiple global locations.• Planned, trained personnel, and reported for all software distribution activities.

Coursework, History, Journalism, Writing, Communications

Coursework, History, Communications

Coursework, Journalism, Communications

Activities and Societies: Editor in Chief - Student Newspaper