Josh Raab Email & Phone Number

El Segundo, California, United States

Denver, Colorado

Appleton, Wi

I implemented ITSM methodologies for incident and change management. I worked with the business to develop solutions through technology. I was able to achieve a 94% first contact resolution for break/fix issues. I holistically managed multiple projects with multiple teams simultaneously while maintaining a service uptime of 99% during business hours. I was the sole resource to maintain the onsite infrastructure environment including server, virtualization, network, and storage technologies. Performed project management tasks for ongoing IT initiatives. I developed project plans and drive technical solutions from start to finish. As part of the leadership team I influenced strategy in a data-driven culture. I was able to apply the Lean Improvement Process to drive down operational costs and create efficiencies.

Greater Denver Area

Responsible for managing the strategic direction and staffing of several practices within the Long View Systems consulting group including: Server Based Computing, Server Consolidation/Optimization, Network Services, Storage Management, Project Management Office (PMO). I worked as an ITSM consultant where I developed metrics and efficiencies across multiple industry types ranging from energy to healthcare.

• Mentored and coached the leadership teams within a CoSource agreement• Created, measured, and reviewed service levels with teams and customer• Developed and maintained key performance indicators for multiple teams• Monitored incidents to ensure proper incident management time standards were achieved• Provided a single point of contact as a technical reference and escalation for user support teams• Followed proper escalation processes for high priority incidents• Verified and approved time entry for my team• Oversaw new hire training and employee development• Ensure client support model was maintained• Participated as an active member of the Change Advisory Board