Joshua Hamman
Navy Federal Credit Union
Bunker Hill,WV
13
years of professional experience
Highly driven professional with a strong technical background and a passion for technology, troubleshooting, and problem-solving. Focused on improving processes, increasing efficiency, and supporting teams through clear communication and collaboration. Known for critical thinking, attention to detail, and adaptability in fast-paced environments.
Work History
Production Support Analyst
2 Years 3 Months- Analyzed production support issues to identify root causes and implement effective solutions.
- Collaborated with cross-functional teams to enhance system performance and reliability.
- Developed and maintained documentation for processes, procedures, and troubleshooting guides.
- Monitored system alerts and responded promptly to minimize service disruptions and ensure uptime.
- Collaborated with cross-functional teams to enhance system performance and user experience.
CCO Program Manager
1 Year 1 Month- Led defect prioritization sessions with enterprise leaders.
- Supported Digital Support Tickets in partnership with the Product Support team.
- Partnered with Digital teams to identify, research, document, and log new defects.
- Gathered requirements, wrote user stories, and collaborated with stakeholders to refine Omni feature work.
- Served as a subject matter expert for V6 and V7 platforms in an Agile environment.
CCO Supervisor
3 Years 9 Months- Managed priorities across Digital Services, CCO Learning Labs, and Account Services.
- Collaborated with business units to improve processes and resolve operational issues.
- Presented to executive leadership on increasing contact center technical capability.
- Monitored service levels and coordinated support across channels.
- Led forums to strengthen Member Service Representative technical proficiency.
Digital Services Specialist I-IV
5 Years 5 Months- Managed digital support tickets efficiently and accurately.
- Provided remote troubleshooting using diagnostic techniques and targeted questioning.
- Served as the first point of contact for members seeking technical assistance.
Skills
Relationship building
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Teamwork and collaboration
Multitasking
Excellent communication
Critical thinking
Team leadership
System monitoring
Strategic planning
SQL proficiency
Application support
Incident management
Release management
Proficient With
- Azure
- Service Now
- Data Bricks
- App Insights
- CCO Tools & Applications
Timeline
Production Support Analyst
Navy Federal Credit Union
05.2024 - CurrentRead More
CCO Program Manager
Navy Federal Credit Union
04.2023 - 05.2024Read More
CCO Supervisor
Navy Federal Credit Union
07.2019 - 04.2023Read More
Digital Services Specialist I-IV
Navy Federal Credit Union
02.2014 - 07.2019Read More