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.

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.

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