Josh Nachman, Itil, Cssgb Email & Phone Number

Moscow, Id, Us

Chicago, Il, Us

Oct - Dec• Troubleshot and resolved escalated inquiries.• Processed tickets in a timely fashion and create / update Knowledge Articles as applicable.• Partnered with Federal employees to provide timely, effective and efficient technical support.• Performed ongoing Asset Management, reclamation and destruction per Federal Codes.May - Sep Help Desk Manager / Program Manager / On-site Team Lead• Lead and managed Help Desk Support team, consisting of 4 direct reports (T1-T2) and 2 indirect reports (T1).• Averaged 800 support tickets per month, with approximately 950 users.• Partnered with Federal employees to provide timely, effective and efficient technical support.• Performed ongoing Asset Management, reclamation and destruction per Federal Codes.

Westchester, Illinois, Us

• Led and managed the return of nationally distributed networking devices• Collaborated with corporate management and staff, site / store management, as well as third party accounting services provider to fully document and return leased gear.

Schaumburg, Illinois, Us

Responsible for managing support for all IT Department supported systems both at the profit centers (46 Travel Centers / Truck Stops and 36 Quick Service Restaurants), and at the Corporate Office. Responsibilities include support, compliance, staging, documentation, and configuration change, shipping/receiving of hardware, user training and continuous improvement of support procedures.• Led and manage Helpdesk Technician team • Acted as a technician alongside team, spending about 50% of the time managing technicians, dispatching tickets, performing management & reporting duties, and about 50% of the time actually working tickets as a technician. Including participation in the weekly On-Call rotation.• Oversaw front end support for all Road Ranger store and corporate employees• Accountable for the Support Process• Oversaw escalations • Scope of supported systems included PCs, basic telecom support, point of sale systems, printers, productivity software, cloud software, and various related software & systems.• Responsible for new hire outfitting, stock management, PC imaging• Responsible for procurement and asset management of spare parts depots throughout the Road Ranger footprint• Performed IT Support Tech candidate reviews, interviews and on boarding as applicable.

Palatine, Illinois, Us

• Filled a key role in resolving consumer inquiries and complaints in a timely manner via phone and email.• Guided consumers through step-by-step solutions.• Assisted consumers with Bluetooth and Wi-Fi connections to Weber products.• De-escalated situations involving dissatisfied consumers, offering patient assistance and support.• Reviewed consumer information, provided updates and information about billing, shipping, warranties and other account items.• Processed warranty replacements, orders, and returns.

Hampton, New Hampshire, Us

Responsible for the oversight of gym operations to ensure an exceptional “Judgement Free” member experience as well as a financially successful club. A key member of the team who is responsible for daily club operations; ensuring “Raving Fans” service!Raised NPS (Net Promoter Score) 9% since joining.Earned performance bonuses every month.•Responsible for recruiting, hiring, training and developing a high performing staff consisting of Assistant Managers, and Member Service Representatives.•Maintained a welcoming atmosphere for all members (over 4000), prospective members and guests and ensured staff followed superior customer service guidelines.•Provided leadership for employee relations through effective communications, coaching, training and development.•Provided leadership for problem resolution to facilitate fast improvements and improved working relationships.•Scheduled and supervised twelve or more staff.•Timely and accurate payroll records and submitting of payroll to HR.•Member Service and Trainer oversight - Ensured staff is always providing a superior customer experience; including resolving member situations.•Involved in all front desk related activities including:•Answered phones in a friendly manner and assisted callers with a variety of questions.•Checked members into the system.•New member sign-up.•Performed prospective members on tours.•Facilitated all member requests, issues and questions.•Document and report all accidents and incidents. Aided patrons in daily operation of equipment and answered questions concerning operation of equipment.•Ensured center rules, safety standards and sanitation requirements were followed. Controlled cleanliness and maintenance of facility.•Timely and accurate inventory and management of supplies staying within specific budget based on club requirements.•Tracked statistics and reports (weekly, monthly, and annually).

Tempe, Arizona, Us

• Managed the Technical Support Center, up to four local FTEs, which served as the single point of contact for all Anju holdings; IRMS (SaaS and On-Prem), OpenQ, ClinPlus, MDCPartners and Sylogent.• While accountable for four onsite resources, trained and integrated two off-shore resources to extend Hours of Operation & improve Client Expereince.• Designed and distributed the first and second Customer Satisfaction Surveys for IRMS. Established upward trends on: Response Time, Resolution Accuracy, Technical Support Engineer Availability and Technical Support Engineer Professionalism.• Provided monthly and ad hoc reporting, identifying metrics, KPI, risks and continuous improvement opportunities to executives and sales teams.

Chicago, Illinois, Us

• Restored and coordinated efforts for major incidents across multiple support teams.• Incident ticket tracking, reporting, follow-ups, maintained/updated, and made sure they are resolved within set Service Level Agreements.• Fostered IT best practices for Incident Management including: detection, triaging, assessment, troubleshooting and restoration.• Identifed problems that addressed site/ infrastructure resiliency & availability/performance issues.• Mentored colleagues.• Problem Management including Root Cause Analysis.• Created, maintained, and assigned Standard Operating Procedures to facilitate knowledge transfer.

Chicago, Illinois, Us

• Managed sixteen Support Center resources (IL & OR) to ensure proper coverage and efficient utilization.• Maintained top-notch customer support by serving as the single point of contact for both Cloud based SaaS & on-premise installations of Kaufman Hall proprietary products. Services included application and platform (Axiom/EPM) support, Level 1 -3, as well as defect processing / Change Requests.• Developed strategies & workflows to ensure escalated issues were met with successful outcomes.• Participated in post implementation transition to daily operations calls which allowed for introductions and relationship building with key client points of contact.• Recruited new staff, including hiring five new team members, onboarding, training and monitoring progress during the onboarding phase.• Initiated organizational change via integration of a behavioral interview process.• Managed software support team; including professional development, travel between IL & OR offices for cross-training and oversaw the annual performance evaluations, work force management and addressed employee issues as needed.• Defined, developed and documented: customer satisfaction survey questions and scoring, team skills matrix, case handling guidelines, weekly team meetings with agendas & minutes.• Valued contributor to the Kaufman Hall Flex time / Work from Home policy.

Chicago, Il, Us

• Managed the performance and scheduling of the globally distributed Tier 1 & Tier 2 teams (16 total staff,Tier 2: June - Dec 2013) providing 24/7 technical support while being accountable for 100% of the Requests and Incidents.• Averaged 5000 contacts per month, with approximately 3000 users (primarily Windows, 5% Mac).• Designed and implemented Request / Incident escalation processes. • Owned the process of communicating outage/emergency activities to the organization.• Created and provided reporting of KPI’s and trends, and managed vendor relationships. • Turned Customer Satisfaction Survey results into improved services and support experiences• Ensured that customer expectations were met or exceeded. • Managed and coordinated urgent and complicated support issues. • Acted as escalation point for all requests and incidents. • Trained, coached and mentored IT Support Analysts, including; career development, staff activities, while creating / maintaining training materials. • Provided data and reporting of KPI’s and trends to Director of IT Service Management and others in ad-hoc, weekly and monthly basis. • Monitored and managed the phone and ticket queues (participating in escalated calls as needed).• Responsible for ensuring that the Service Desk has the requisite knowledge to process customer incidents effectively.• PO review and approval/budgeting responsibility.

Evanston, Il, Us

• Headed up all Contact Center activity on behalf of Rotary International and The Rotary Foundation. • Actively managing two departments stateside while operationally accountable for a third team in India, up to 21 full time team members.• US based team processed credit card contributions greater than $500,000 USD annually.• US team worked two shifts covering 7 AM – 7 PM, while off shore team worked 24 / 5.• Managed an annual operating budget greater than $800,000 USD.• Performed monthly 1:1 scorecard reviews for all Agents, including qualitative, quantitative and perception of service provided. • Monitored key performance indicators which then drove business process improvements and coaching / training plans as applicable. • Agile project work included; PCI Compliance, Global Payment Systems, Recognition Process Management, Workforce Planning and Data Retention.

Evanston, Il, Us

• Directed two departments actions driven by KPI metrics reports to ensure optimum resource allocation and complete alignment with division, based on client defined service level agreements and goals. • Provided consulting services for a global organization in 24/5 environment utilizing both local and off shore resources (up to 18 FTEs) providing non-technical and semi technical services.• Both departments outstanding performance, doubling of the service catalog, facilitated further integration of the shared business model and additional service catalog growth.

Evanston, Il, Us

• Daily management of five direct reports with eight indirect reports.• Accountable for virtual and remote teams with cross functional departments. • Overcame cultural communication challenges amongst globally distributed teams.• Interviewed, trained, conducted performance reviews and hired/fired international staff.• Created and administered the implementation of the issue tracking application (FootPrints).• Performed workforce optimization to maintain department budget and meet service needs.• Locations of special assignments included: Argentina, The Philippines, Australia, South Korea, Switzerland, Denmark, Sweden and India.• Lead transition from an 8-hour support model to 24/5 while reducing organizational costs• Key contributor to India Technical Support relocation from New Delhi to Pune, India

Bachelors, Televison And Radio Production

Associate, Applied Science; Business Computer Programming / Business Information Systems