Josh Mahood
Omaha
Summary
Dynamic IT Service Manager with expertise in ITIL framework and ticketing systems. Proven ability to enhance operational efficiency and streamline workflows while delivering exceptional service level management.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
IT Service Manager
Ideal Image Laser Hair Removal
Tampa
11.2021 - 02.2026
- Managed IT service requests to enhance operational efficiency.
- Developed training materials for staff on new software tools and processes.
- Oversaw ticketing system to ensure timely resolution of technical issues.
- Facilitated communication between IT and other departments to streamline workflows.
- Provided technical support to staff, resolving issues with hardware and software systems.
- Conducted regular assessments of current service levels and identified areas requiring improvement.
- Responded quickly when critical incidents occurred; ensured prompt resolution so customers experienced minimal disruption.
Operations Manager
GW Express, LLC
Omaha
11.2016 - 09.2021
- Managed daily operations to ensure efficient workflow and service delivery.
- Coordinated training programs for staff to develop skills and enhance performance.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Low Voltage Cable Technician
DIRECTV
Omaha
04.2012 - 10.2016
- Installed low voltage cabling for residential and commercial clients.
- Maintained and repaired cable systems to ensure optimal performance.
- Collaborated with team members to troubleshoot technical issues efficiently.
- Utilized testing equipment to verify signal integrity and system functionality.
- Adhered to safety standards while working in various environments.
Education
Associate of Arts - Theater
Iowa Western Community College
Council Bluffs, IASkills
- ITIL framework
- ticketing systems
- service level management
- staff training
- team collaboration
- incident response
- effective communication
- critical thinking
- Incident management
Certification
ITIL 4 Foundation
Timeline
IT Service Manager
Ideal Image Laser Hair Removal
11.2021 - 02.2026
Operations Manager
GW Express, LLC
11.2016 - 09.2021
Low Voltage Cable Technician
DIRECTV
04.2012 - 10.2016
Associate of Arts - Theater
Iowa Western Community College