Years of experience: 16
Call CenterITCall Center SupervisorCall Center TrainerTechnical Support AgentCustomer Service
Trust Score
Exceptionally trusted; proven professional excellence.
Josh's Career Path
Dec. 2023 -Present
OracleProduct Support Manager
Denver, Colorado, United States• Lead the Product Support team for the NetSuite Field Service Management (FSM) module, a critical technical support role within the organization.
• Successfully navigated the team through the Oracle acquisition or Next Technik, ensuring a smooth transition and integration of support processes.
• Manage a diverse, global team spanning across Australia, the Philippines, the UK, Canada, and the...
Jun. 2023 -Dec. 2023
Next Technik Customer Support Manager
Denver, Colorado, United States• Orchestrate regular Support Team rituals, including daily stand-ups, to ensure consistency and team alignment.
• Champion adherence to company-wide processes, setting the standard for the team through exemplary practices.
• Analyze key support metrics, collaborating with Customer Experience leadership to address potential areas of concern proactively.
• Manage daily case triage, ensuring pr...
Feb. 2023 -Jun. 2023
DecisionPoint CorporationProgram Manager
Denver, Colorado, United States• Responsible for 10 project areas totaling $3.4 million in funded value.
• Control resources across multiple projects to provide efficient and expeditious accomplishment of tasks.
• Be responsible for cost, schedule, and performance to include day-to-day management of all contractual actions for each project area.
• Plan implementation of customer requirements.
• Establish and maintain proce...