Josh Nicholson

Experience

• 

  Missouri Department of Transportation

  May 2008 - May 2011

  Information Systems Technologist

  Supported 600 Desktops and specialty transportation applications. Acted as the technical lead for the district Emergency Response unit.

• 

  Acropolis Technology Group

  May 2011 - Apr 2023

  Spearheaded efforts to enhance team diversity, resulting in a 23% increase in team diversity, fostering a more inclusive work environment.Successfully improved staff retention rates by 17%, with non-managers now averaging an impressive tenure of 6.7 years, reflecting a highly engaged and committed workforce.Identified and nurtured leadership potential, resulting in the development of two new leaders within the organization.Led a transformative internal talent development program, including comprehensive training plans and a "promote from within" culture. Achieved a notable 5:1 internal to external candidate ratio, ensuring a robust talent pipeline and reducing recruitment costs.Proactively reduced client attrition rates from 3% to an exceptional 1%, demonstrating a strong focus on client satisfaction and retention.Introduced new service offerings, leading to a substantial 9% growth in annual recurring revenue, expanding the company's portfolio and revenue streams.Developed and managed a comprehensive Disaster Recovery Plan, ensuring business continuity in critical scenarios.Conduct and Manage SOCII Type II Accreditation resulting in a passing score for the the last 6 years.Introduced industry standard ITIL and ITSM service standardization practices, optimizing service delivery and enhancing customer satisfaction.Implemented rigorous budget and capacity planning strategies, leading to a notable 4% increase in net profit, contributing to the company's financial health and sustainability. Show less

  • Vice President of Service Delivery

    Oct 2016 - Apr 2023

  • Interim Vice President of Service

    Jan 2016 - Oct 2016

  • Service Desk Team Lead

    Jul 2013 - Jan 2016

  • Systems Administrator

    Sept 2012 - Jul 2013

  • System Technician

    May 2011 - Sept 2012
• 

  IT Solutions Consulting

  May 2023 - now

  Director of Network Operations

  Leading a global team in providing Proactive IT Services to Small and Medium Businesses.