Justin Nash Email & Phone Number

Florham Park, New Jersey, Us

• Operations Manager supporting Federal and State Payment Systems.• Overseeing process adherence and driving results within an application development environment.• Managing Incident, Problem, Service Request, and Release efforts.• Bridge Leader for Major Incidents• Cross-functional communication and task management

Bangalore, Karnataka, In

• Operations Manager supporting Federal and State Payment Systems.• Overseeing process adherence and driving results within an application development environment.• Service Management supporting Incident, Problem, Service Request, and Release Frameworks.• Developed Major Incident Management Process to incentivize engagement, minimize risk, and reduce business impact.• Recognized by senior leadership for ability to make key decisions with excellent judgement within three months of joining the team.

Plano, Texas, Us

• Led a global cross-functional team of 30 consultant level technicians.• Responsible for bridge leadership and communication of enterprise and customer escalated critical priority incidents.• Created and maintained SWAT team and critical incident management program documentation.• Consulted internally for enterprise application, infrastructure, and account leadership to analyze operations and improve service delivery.• Responsible for enterprise process training as well as skill assessment and certification of leveraged major incident managers.• Successfully designed service desk and service management processes which reduced time to restore by improving incident reporting and reducing both time-to-engage and time-to-bridge.• Accredited by key stakeholders on multiple occasions for going the extra mile to meet service level agreements and achieve customer success.

Round Rock, Texas, Us

• Managed and led a global team of 18 major incident managers supporting internal and external accounts as well as cloud and other leveraged IT services.• Performed operational analysis, process integration, process design, training, and service transition for new accounts.• Responsible for continuous process improvement, billing, escalations, and maintaining customer relationships and deliverables for transitioned accounts.• Engaged on enterprise wide or account incidents as needed to assume leadership and drive recovery activities to completion.• Hosted daily global delivery operations meeting to review status and assign actions for critical incident, problem, and change records.• Improved response metrics by developing tools to automate process and improve cross-functional team collaboration.• Received achievement award for outstanding performance; Performed spokesperson role for promotional video

Austin, Tx, Us

• Planned, organized, and controlled projects from conceptual stages through the project life cycle to optimize profit and meet corporate growth objectives.• Developed process and service programs which provided the customer with clear economic and value add benefits.• Identified and assisted in problem resolution regarding systems and processes that affected the customer’s or internal operations.• Awarded for outstanding customer satisfaction.

Armonk, New York, Ny, Us

• Responsible for developing, implementing, and supporting ITIL certified procedures and processes to minimize the impact of major incidents on GM’s global IT infrastructure. • Developed strategy to reduce incident impact by 10% • Trained and led ten individuals creating a 24x7 redundant support structure for incident management

Miami, Fl, Us

• Responsible for site level coordination of vendor support. • Manager for Senior Level Helpdesk Technicians. • Provided technical support for telephony, call logging, fax management, and non-vendor supported software. • Managed senior helpdesk technicians’ duties and performance

Yacht & Boat Design

Computer Science