Josh Oman Email & Phone Number

• Provide leadership and manage day-to-day operational activities of the IT Service Desk
• Analyze business requirements by partnering with teams across the organization to develop solutions for IT needs
• Establish and maintain relationships with key stakeholders to ensure accuracy and timeliness of projects, issue resolution, and escalations
• Provide leadership and coaching to direct reports focusing on career objectives and departmental initiatives, defining measures to foster growth and development
• Serve as point of contact for both internal and client-facing Service Desk teams, providing functional and hierarchical escalation support
• Monitor and report on process and organizational performance to ensure Service Level Agreements are met

• Provided product support for internal users by utilizing effective communication, troubleshooting, and incident management
• Exceeded quality assurance, throughput, and service level agreement goals
• Used teamwork to construct and implement improvements to daily business processes
• Advocated continuous improvement of various Service Desk contact methods
• Liaised with key stakeholders to identify reoccurring issues and work to reduce future incident volume
• Developed and improved interpersonal relationships with peers and clients

• Provided support to resolve technical issues for a global client base
• Supported a wide variety of CSG products using product knowledge and incident management best practices
• Managed and supported software product releases to minimize customer impact
• Utilized product knowledge to expand Solution Support Center knowledge base and increase FLR/FCR
• Assisted with on-boarding team members and provide product training

• Operated printing press and performed quality assurance of client billing statements
• Maintained a high quality of work in a dynamic and autonomous setting
• Revised organization of printed product and improved efficiency
• Minimized production downtime through analysis and improvement of print department workflow

• Used enterprise resource planning software to define production routing and optimize efficiency
• Utilized trend analysis and time studies to configure operational routing for fabricated parts and equipment
• Reviewed technical documents to determine most cost-effective means of procuring components and assemblies
• Modernized current operational configurations to cut cost and increase return on investment

• Set up and operated offset printing press
• Decreased machine setup times by expanding working knowledge of system components
• Partnered with Quality Assurance teams to optimize print quality and exceed customer expectations

Education record

Associate'S Degree, Graphic Communications