Joshua Yates Email & Phone Number

Houston, Tx, Us

• Leading a team of leaders to ideate, develop and distribute learning resources to 3,000+ employees across three countries and six contact centers.• Managing early-state program initiatives for four brand groups including product launches, storefront changes, customer and employee platform optimizations/improvements.• Building and reviewing quality reporting for Key Performance Indicators, identifying areas of growth and actionable initiatives to address knowledge gaps and improvement opportunities. • Arming sales channels with the knowledge and tools to deliver value products that benefit customers.• Creating and ideating new training delivery methods to drive engagement, retention and passion for customer service.

Houston, Texas, United States

• Working closely with sales and support leadership, product marketing, product development, brand management and technical operations teams to achieve top KPIs. • Developing and distributing internal communications, job aids, and creative assets to frontline employees on priority updates to process, product or policy while building Newfold culture.• Creating effective messaging, positioning and sales tools for products and services sold by sales channels. • Managing projects, tests and other early-state initiatives for sales and support stakeholders.• Partnering with instructional designers to ideate and produce training materials for live facilitation, eLearnings and training modules for use across varying levels of Newfold.

Houston, Texas

• Ensuring ongoing education through instructional design and session facilitation. Coordinating diverse learning activities to include company product, SaaS and Linux/Unix systems training.• Maintaining in-­depth, practical knowledge of Linux/Unix system administration techniques and internal company systems. Ensuring best-practice procedures within root-level & upper-tier server management.• Subject Matter Expert on cross-brand launch of Microsoft Office 365, Hardware Abstraction Layer training rollout, cross-brand transition to Unified Authentication Platform, cross-brand project to unify Email Abuse Policy & Procedure.• Participating in detailed assessments to identify learning needs of employees while contributing to the design, update and continuous improvement of training materials.• Primary facilitation for New Hiring Training sessions on company culture, history and strategy, products, internal systems, role ­related skills, policies & procedures utilizing best practices for knowledge acquisition and providing effective classroom management. • Leading advanced technical training for front-line and escalated support.• Contributing to continuous internal content review process, while recommending program enhancements based on learner needs, departmental goals and organizational changes to ensure consistency across sites and programs. • Evaluate learning, document performance and report on the overall effectiveness of training initiatives as well as individual performance.• Provisioning and testing training lab environments using Salt, Ansible, Docker and server-orchestration tools.• Writing, auditing, evaluating and refactoring automation scripts in Bash, Python and Yaml.

Houston, Texas

• Primary escalation tier for Linux/Windows data migrations cross network — Root CLI, Host/Guest, Upper-tier, HAL, KVM, OpenVZ Node access. • Monitoring and tracking LAMP server performance, performing service-down escalations, reboots and postmortem investigations. • Technical support escalation upper tier for shared, reseller, VPS and dedicated web-hosting services.• Linux/Unix-based troubleshooting of Apache, FTP, MySQL, Named-Bind, SSH, Crontab, Exim, Dovecot issues.• Task automation & scripting in Bash, Perl, Python.• Implementation and configuration of WHM, cPanel & WHMCS, Webmail and Plesk user interfaces. • Problem solving within HTML, CSS, PHP, Perl, Python and root/bin scripts & tools, following best practices in all CMS to ensure compatibility.

Houston, Texas

• Primary escalation tier for Linux-based live support desk. Root-level access to server farm.• SSH-based monitoring and tracking of LAMP stack server performance. • Frontline technical support for shared, reseller, VPS and dedicated web-hosting services.• Linux/Unix-based troubleshooting of Apache, FTP, MySQL, Bind, SSH, Crontab, Exim issues.• Implementation of WHM, cPanel & WHMCS, Webmail, CentOS Web Panel and Plesk user interfaces. • Problem solving within PHP, Perl, Python, HTML & CSS, following best practices in Wordpress, Drupal, Magento CMS to ensure maximum uptime and software compatibility.

Houston, Texas

• Front line technical support for shared, reseller, VPS and dedicated web-hosting services.• Linux/Unix-based troubleshooting of Apache, FTP, MySQL, Bind, SSH, Crontab, Exim issues.• Implementation of WHM, cPanel & WHMCS, Webmail, CentOS Web Panel and Plesk user interfaces. • Problem solving within HTML, PHP & CSS scripts, following best practices in Wordpress, Drupal, Magento CMS to ensure maximum uptime and software compatibility.• Managing client billing accounts and services via Salesforce.• Maintaining excellent customer service standards, conflict resolution and client retention.

Huntsville, Texas, United States

• Writer, editor, photographer and designer for The Huntsville Item, an 8,000+ circulation newspaper.• Creating and fostering relationships with local residents, students, institutions, businesses, civic and political leaders.• Creating, publishing and maintaining timely and precise web content updates while organizing online archives of photographs and editorial writing.• Administrator for BLOX Content Management System and Email Reach Program.• Lead designer for daily copy, magazines, special sections.

Houston, Texas Area

• Identifying and implementing effective advertising solutions in online and in-print publications.• Creating innovative advertising strategies and design elements for target marketing campaigns.• Assisting in the development and strategic planning of internal and external company branding.• Website design, migration, implementation and management.

Bachelor Of Fine Arts, Fine And Studio Arts Bfa, Photography Bfa, 3.89

Activities and Societies: Magna Cum Laude - Presidents List - Deans List - Graduated with Highest Honors, Honors College by way of Senior.

Education record