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).

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.
• 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.
• Oversaw front end support for all Road Ranger store and corporate employees
• Accountable for the Support Process
• Oversaw escalations

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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

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.

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.

Bachelors, Televison And Radio Production

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