Melissa Collins

I've been working in healthcare IT for 14 years now, and I'm going on 12 years with Orion Health this December. After finishing my associate degree in Network Systems Administration at ITT in 2013, I started at a Network Operations Center, which opened up great opportunities for me. I was referred to Orion through the recruiter at ITT, and I started on the Service Desk supporting our U.S. clients, making sure messages were flowing through the system. I worked nights in the beginning, then moved to days, and spent about 9 or 10 years in the service desk. I worked my way up to a lead position, where I was overseeing the service desk and training all the new employees coming in. A year after being promoted to lead, I was promoted to my current role as Service Operations Analyst. In this position, I do much more than the title suggests. I have one employee under me who handles change management, and I oversee the entire change management process per ITIL standards. I also manage problem management, continuous improvement, and serve as a liaison with our service managers, making sure any client escalations are addressed properly. On top of that, I handle incident management, so when one of our systems goes down, I get everybody together, we find out what happened, fix the issue, and make sure all communications go out to the executives and clients. I really pride myself on my documentation, my runbooks and knowledge bases, and the training I provide. Recently, one of my employees told me that I 'set a great example of how junior employees should be supported' and that I gave her 'the kind of support that really made a difference,' which means the world to me. I don't jump around to different companies. I like to stay where I'm at, and I plan to continue moving up within Orion and eventually retire here.