Josh Watkins Email & Phone Number

Pittsburg, TX, US

Dallas, Texas, US

Chicago, Illinois, US

• Drove process improvements to reduce our average incident resolution time by 35% within 2 years of taking ownership of the team, even while increasing our incident volume from 9,500 to 12,000 over the same time frame.
• Established a process with measurable KPI’s focusing on customer satisfaction and reduced post project incidents for project handoffs between the sales and delivery team.
• Built a structured career path for all company engineers, which has resulted in reduction in employee turnover, improved morale and work accuracy, and an increase in positive client feedback. Every engineer now has.
• Provide hands-on leadership and mentoring to engineers and project teams. This ensures I can retain an intimate understanding of our daily processes and people, demonstrates a willingness to do what was expected of the.
• Oversee the successful onboarding of customers, including support and management takeover of their existing environments, or deploying our standard solution kits to fit their specific needs, following our best.
• Provide project oversight and governance of our SOC2 renewal including software selection, budget planning, and execution.

Chicago, Illinois, US

• Reduced time to install Brainspace at customer sites and improved accuracy, faster delivery, and increased customer satisfaction through a streamlined process approach utilizing Lean process improvements.
• Supervised team members while serving as a point of contact for client issues and enhancing operational excellence through strategic leadership, staff development, prompt issue resolution, and prioritization.
• Maintained a resolution rate of over 90% on tickets with zero SLA violations, ensuring high-quality customer support.
• Contributed to the QA process, resulting in reduced impact from bugs and improved product quality.
• Produced documentation and manuals and delivered training that resulted in a 15% reduction in ticket volume from top customers who completed the training.

Waterloo, ON, CA

• Spearheaded the creation of an enhanced documentation process, resulting in improved workflow and efficiency.
• Evaluated and updated tools and hardware to sustain service excellence and collaborated with the IT management team to upgrade operations hardware and increase daily throughput, productivity, and efficiency.
• Facilitated the development and application of training plans to enhance workforce performance, working with the project management team to monitor processes and eliminate miscommunication.
• Formulated strategic plans to relocate their headquarters from CA to TX, demonstrating strong leadership and communication skills to securely move sensitive client data while maintaining day-to-day operations with.

-, -, US

• Employed comprehensive knowledge of operations management in reducing redundancy on platforms and processes; optimized performance and competence by recommending relevant CLEs for teams, ensuring an updated knowledge.
• Carried a leadership function in managing the daily Litigation Support Services, including monitoring the firm’s compliance with policies and procedures; aptly communicated and coordinated the maintenance of data &.
• Relayed extensive assistance in identifying solutions to cases and assisting with data analytics for litigation & investigations.
• Drove meticulous superintendence over the firm’s eDiscovery platform while maintaining the implementation of trainings.Notable Accomplishment: Utilized keen perspective and insight in applying updated litigation.

Irving, TX, US

• Provided big picture analysis and counseled clients on recommended processes and best practices of eDiscovery, hosted and/or managed solutions, and forensic collections.
• Demonstrated expertise in process improvement, streamlining the eDiscovery process to increase efficiency and deliver high-quality results for clients.

Dallas, Texas, US

• Kept abreast of technical advances to offer support as a Litigation consultant, resolving technology-related issues and inspiring smoother workflows by providing software recommendations to enhance in-house processes.
• Applied a process improvement approach to enhance in-house processes, reducing redundancies and increasing workflow efficiency.

• Improved workflow and efficiency to exceed client expectations, implement tools and database solutions to create top-quality work products, guide staff through team training, and foster an environment that encouraged.
• Demonstrated organizational skills in managing workloads and preparing weekly invoices (pricing, RFP, RFI) for accounting; utilized process improvement methodologies to increase efficiency and deliver high-quality.

Dallas, Texas, US

• Performed multifaceted functions in supporting 9+ office locations, relaying technical support during trials, assisting teams in document recovery and review, developing training materials, and testing software to.
• Applied process improvement methodologies to streamline litigation processes, reduce redundancies and increase workflow efficiency.

• Delivered general support and technical assistance in managing reports and databases, organized policies for documents, assisted outside counsels in accessing documents, and managed in-house projects using IPRO Scan-IT.
• Implemented process improvement approaches to increase efficiency in managing reports and databases, reducing redundancies, and delivering high-quality results.

• Optimized litigation processes by efficiently maintaining databases, updating software packages, implementing solutions to provide the best trial support for users, and overcoming complex project challenges to meet.