Josh Thornbrugh Email & Phone Number

Led the consolidated internal support team, responsible for all escalations from 3P and all direct B2B contacts.Established new 3P vendor sites and successfully off-boarded underperforming partners. Resulting in +24% increase in service levels.Co-designed and implemented Amazon Connect to replace historic telephony solution.Restructured support tooling for 3P vendor agents, saving over $650K YoY.Integrated customer outreach tool with internal CRM to track all correspondence and improve reporting capability.Consolidated all Beta program management including all aspects of PM, Network Support Engineering, and support into one business unit. Allowing for significantly expanded testing and validation capabilities.Established change management process to better control firmware releases to specific populations, resulting in more effective testing of pre-release firmware.Responsible for all components of Beta testing for 2 new hardware programs, as well as many advanced mobile features.Expanded internal testing population (Dogfood) by 80% YoY, effectively moving bug identification and remediation further up-stream.

Loveland, Colorado, United States

Lead a consolidated 24/7 IT team supporting associates globally dispersed. Work cross-functionally to build and deploy IT systems and solutions to internal companies.Integrate newly acquired companies as we expand global operations.Developed and continue to support an enterprise knowledge management tool (XWIKI)Co-Developed consolidated IT administrator rights and privileges for all IT resources across 3 Active Directory forests and over 20 domains globally. Deployed new ITSM tool (Cherwell)Support applications ranging from the Atlassian suite (Jira, Confluence, Bitbucket, etc.), Smartsheet, Lucidchart, Miro, several telephony solutions, and several ERP applications.Launched remote support servers and associated application to improve support capabilities globally (Bomgar/BeyondTrust)Implemented global Incident Management process to reduce MTTR for production impacting outages and increase communication to the businessAchieved two consecutive years of company leading employee engagement scores (95th percentile), including 100% direct management effectives, 100% inclusiveness, 100% diversity.Created chat support platform to better support 24/7 global operations (Jira Service Management)Created IT Procurement team to standardize IT procurement across all regions globally, consolidate master license/master service agreements, decrease international trade compliance delays, and reduce cost. Acquired and improved core components of global trade compliance duties to standardize and improve our ability to ship IT hardware in an ever-increasingly complex global economy.Integrated 5 new companies in 12 months.Collaborated with HR teams to redesign and improve global onboarding process and employ automation (Power Automate).Deliver <0.8 day MTTR on Cybersecurity events globally while continually improving security posture.Support SOX compliance as it relates to IT. Work cross-functionally to build automations which improve compliance.

Broomfield, Co

Directly manage a 24x7 IT Operations team supporting 40 sites in North America. This includes monitoring and trending the performance of the support team to ensure operational and service level targets are met. Responsible for process, documentation, training and development associated with all support efforts. Provide tier 3 support for PC, server, and ERP applications and associated hardware. Work with network services, software systems engineering, and applications development to restore service as well as identify and correct core problems. Manage incidents impacting production up to and including outages for all of North American operations.• Supported a multi-national rollout of SAP S/4 HANA ERP to over 30 sites in North America, including all aspects of JS servers, Application Servers, Databases, ME/MII environments and network infrastructure required for a complex production environment.• Developed and implemented a multi-national onboarding and off boarding process which dramatically reduced cost per complete and improved CSAT. • Across all initiatives, cost / complete was reduced by 23% year over year. CSAT improved 15%• Manage company disaster recovery procedure.• Co-Organize and support the Change Control Board in all aspects of change management.• Co-Developed and continually support an enterprise IT infrastructure monitoring solution for >1000 nodes (SolarWinds).• Support and co-manage an enterprise escalation and alert program (OpsGenie).• Coded, implemented, and support a WIKI knowledge base to improve productivity and efficiency. • Apply various project methodologies (Agile, Waterfall, etc.) to prioritize, organize, and deliver on IT projects and goals on time and within budget.• Support the management of over 400 servers, both physical and virtual• Manage a wide variety of IT suites including G Suite, Airwatch, Webex, Smart Sheets, Lucid Charts, Trello, Active Directory / Identity Management, Antivirus (SEP and TRAPS), Office 365, etc.

People leader and project manager responsible for the development of new content and channel directives. This includes the creation of performance management rhythms and leadership development programs. Executed financial, operational, and customer results by developing strong business practices and ensuring adherence through professional development of my team members and accountability.• Lead a channel that performs seven million front line contacts via phone and site chat, concluding with three million unique sessions fulfilled at the tier 3 layer.• Responsible for the management and growth of a multi-million-dollar P&L. • Coach, develop, and inspire seven work from home managers with a direct workforce exceeding 140 work from home employees.• Collaborated with vendor partners to ensure a low average handle time, high customer satisfaction. Delivering a sustained 92 Net Promoter Score.• Coordinated new client facing offers, scopes of work for services provided, and standard operating procedures that increased revenue and reduced cost to serve across a workforce of 1400 employees.• Design and implement training programs to improve technical aptitude and sales performance.• Created a world-wide contact center model with the intent of streamlining operations, improving the client experience, and reducing cost to serve. Resulting in multiple million dollar SGA savings and improved CSAT• Organized a real-time operations team to improve operational support for employees and vendor partners. • Reduced average speed to answer through effective labor management and modeling.• Operated a cross-functional reporting and analytics platform to improve accountability with vendor partners and adherence to SLA’s.

Managed Online Support operations with focus on sales, development, client experience, and vendor partnerships. Create, teach, and validate performance improvement plans to address employee opportunities. Ensure delivery and understanding of key messaging and information by employees. • Oversee all areas of employee development and training. • Managed client escalations in partnership with the Quality Control team through session audits and quality calibrations. • Aid employees in career planning and professional development.• Design and execute business plans and or/performance improvement plans, utilizing financials combined with employee and customer insights to improve Net Promoter Score (NPS) from 82 to 94 within the first three months and reduced cost per serve by increasing core productivity.• Ensure contractual SLA’s are met with a diverse group of partners and third party labor channels.• Develop and implement SOP and Scope of Work documents across a team of 1400 employees• Conceived, developed, and implemented a robust sales program across a team of 1400 employees• Helped steward the growth of the Online Support channel from 74 employees to 1400

Management Information Systems, General

Ux & Ui Design

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Certificate, Computer/Information Technology Administration And Management

ITIL Foundations