Josh Haught Email & Phone Number

Chicago, Il, Us

As the IT PM, I ensure the efficient operation of IT projects, successfully managing and delivering technology to internal and external customers

Norcross, Georgia, Us

Serving as the customer advocate inside USAN, developing and executing strategies to ensure continued healthy client relationships by optimizing customers’ hosted contact center solutions. Also managing software development projects for hosted platforms.• Selected as part of a wholly new Account Management program based on a track record for being customer focused and delivering effective improvements as a Service Delivery Manager• Advise customers on processes, products, and requirements for improving hosted solutions and contact center operations• Manage software development projects for hosted contact center platforms, delivering new systems and enhancements to existing solutions• Analyze customer call data and recommend enhancements to improve agent handling time and customer self-service• Advised customer, in the utility industry, to customize agent desktop tools leading to more efficient call handling• Collaborated with internal teams to define new process for managing the development of AWS Connect platforms resulting in more efficient use of resources and faster implementations• Developed custom financial and operational dashboards, metrics, and KPIs to enable the organization and the customer to make data driven decisions

Norcross, Georgia, Us

Managed performance of hosted contact center solutions for USAN customers by managing projects, fixing reliability issues, tracking service metrics, managing budgets, and helping lead the professionals responsible for getting services delivered to clients.• Managed the transition of new customer platforms from implementation to ongoing support, developing and monitoring support processes to ensure adherence to operational SLAs• Managed enhancement projects and oversaw the change management process for hosted contact center platforms• Led the troubleshooting, resolution, and root cause analysis of high priority issues communicating progress and results to internal stakeholders and customers• Collaborated with internal teams to improve the system failover process for a customer in the automotive finance industry ensuring faster failover to backup systems and minimized impact to customer operations• Utilized Lean Six Sigma to drive an operational improvement effort for a retail customer’s contact center platform leading to improved reliability, faster resolution times, and the implementation of several process and product improvements• Assigned new and high-profile customers due to ability to develop positive relationships and a history of delivering results

Dayton, Ohio, Us

Managed Level 2 and 3 support engineers supporting in-store media systems and desktop support specialists supporting internal workstations and networking equipment. • Selected to manage this team based on exhibited success in process improvement for the field service program• Successfully integrated Desktop Services team into the existing Technical Services Group to restructure the support organization resulting in over $100,000 in annual savings• Managed project with Walmart’s vendors to restore their in-store media systems by replacing 590 screens in five weeks• Led the development of network health and trending reports which led to successful identification, investigation and resolution of several chronic field issues and were used to communicate status to executives and customers• Developed and implemented short and long term support strategies for system installations, product implementation and software updates ranging in scope from single site pilots to networks with 1,500+ locations• Consulted 3rd party helpdesk on continuous improvement efforts to ensure effective execution of support strategies

Dayton, Ohio, Us

Managed a team of field maintenance reps and 3rd party service vendors maintaining media systems in over 6,000 locations.• Successfully absorbed field service operations for 1,200 location network into PRN operations as part of a newly formed joint venture, integrating existing field service vendors and setting up wholly new service programs• Overhauled field service strategy for the restaurant advertising network resulting in $40,000 in monthly savings• Successfully leveraged Lean Six Sigma to reduce time to resolution for a connectivity provider by 56% in one month • Managed project to uninstall systems in 600+ locations finishing $600,000 under budget by leveraging existing resources• Collaborated with software developers to implement new forms and processes allowing field reps to submit equipment reports in real time resulting in better data accuracy and saving $50,000 annually in lost equipment• Developed regular reports of team and vendor performance to monitor process leading to the implementation of several improvements in tech on-site time, first visit resolution and overall cost reduction• Created and maintained process, troubleshooting, and training documentation for internal and external service providers

Dayton, Ohio, Us

Led daily support activities of the Advanced Support Group providing level 2 and 3 support for PRN’s in-store systems.• Identified an opportunity and drove a software update to increase server compatibility resulting in $11,000 monthly savings in parts and service• Key resource in the implementation of new media networks in Brazil by designing processes, creating technical training programs and customizing proprietary software for their existing infrastructure• Successfully led issue investigation at BJ’s Wholesale HQ, interfacing directly with the customer, which resulted in deployment of firmware fixes by hardware vendors and the eventual awarding of contracts to PRN• Responsible for the successful adoption of JIRA bug tracking software within the Technical Services organization by designing processes and training technical staff• Represented operations in Agile development teams and other design reviews to ensure product supportability, perform hardware/software testing and improve products through writing bug reports• Developed and executed support strategies for system installations, product implementation and software updates

Alpharetta, Ga, Us

Managed a team of technical service coordinators supporting in-store media systems deployed by Premier Retail Networks. • Led the successful transition of 1st and 2nd level support for all deployed networks from Premier Retail Networks to Convergent including hiring and training agents, implementation of procedures, and setup of technical infrastructure• Drove root cause analysis for high priority issues and communicated progress to executives and customers• Developed custom performance reports utilized to measure support deliverables and drive process improvements

Alpharetta, Ga, Us

Performed 1st and 2nd level support for online learning software and advertising media networks in US and Canada including proactive monitoring, problem isolation, issue documentation, issue escalation and dispatching field service.

Interviewed, hired and trained account representatives in the direct marketing of telecommunication services. Consulted with customers and presented recommendations for services. Audited account add/change requests to ensure proper implementation.

Oo

Managed a team of project supervisors in a market research call center. Drove project deliverables and reported results to management and customers.• Led the automation of employee check-out process which resulted in a 12% reduction in employee downtime• Assisted in automating the entry and reporting of collected data increasing data accuracy and reducing time on task by 50%• Hosted customer conference calls to demonstrate our data collection, quality assurance and reporting in a live environment

Oo

Managed multiple market research projects simultaneously operating in a call center environment. Led overall quality effort to ensure accuracy and usability of developed data and coached interviewers to improve performance.

Bachelor Of Science (Bs), Information Technology

Education record