- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Virtual Reality
- Drone Piloting
- Public Safety Technology
- General Aviation, Private Piloting small aircraft
- Public Safety Technology
- Aviation Technology
- Technical Support and Troubleshooting
Joshua Nichols
Denver
Summary
Dynamic technical professional and pilot with a strong foundation in client relationship management and technical solutions delivery. Expertise in identifying and addressing client needs, coordinating resources to ensure successful outcomes. Renowned for fostering team collaboration and thriving in fast paced dynamic environments, consistently demonstrating exceptional communication and problem-solving skills. Committed to driving innovation and excellence, ensuring the highest standards of service and efficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Transit & Field Training Officer
AUS - Regional Transportation District
Denver, CO
07.2025 - Current
- Executed fare enforcement procedures on RTD light rail and commuter rail trains in compliance with CRS 42-4-1416 issuing over 500 warnings and citations.
- Trained over 20 new officers on procedures, emergency response, and conflict resolution.
- Monitored and managed armed transit security protocols, addressing incidents and maintaining operational order throughout RTD services.
- Managed conflict resolution between passengers by employing effective de-escalation techniques, promoting a peaceful environment for all riders.
- Coordinated with RTD police dispatch to address various service incidents and critical situations on light rail, commuter rail, buses and RTD stations.
- Monitored RTD train stations, parking garages, and bus stops through systematic and random patrols to deter potential security threats.
- Facilitated adherence to RTD code of conduct and legal requirements through effective CCTV monitoring. Enhanced passenger experience by addressing customer service and fare inquiries promptly.
- Executed accurate citation report writing and proficiently utilized 2-way radio for seamless communication.
- Performed access control duties at designated areas, verifying employee identification badges and controlling entry points to maintain a secure environment.
- Maintain quarterly firearms proficiency.
- Maintain First Aid certification
Field Support Manager
Hertz Corporation
Denver, CO
02.2023 - 11.2024
- Coordinated and optimized operational management processes across 20 branch locations.
- Conducted on-site training and offered strategic support to branches across 20 locations in central division.
- Served as a subject matter expert to enhance understanding of rideshare operations within Hertz TNC division.
- Organized and led training calls on Microsoft Teams, focusing on the implementation of new policies and procedures.
- Analyzed operational data and prepared detailed reports to inform strategic decision-making for TNC.
- Resolved customer inquiries and issues through email and chat, ensuring timely and satisfactory responses.
- Oversaw precise fleet management operations to ensure optimal performance.
- Assisted with rental transactions to facilitate customer needs. Supported fleet movement to optimize operational efficiency. Communicated with customers to address inquiries and provide assistance.
- Facilitated vehicle damage claims processing to enhance customer satisfaction and streamline operations.
- Managed all aspects of project implementation, coordinating resources and timelines to achieve successful outcomes.
- Evaluated and enhanced quality assurance processes to mitigate overdue compliance issues.
- Executed comprehensive hiring processes, including recruitment, interviewing, and selection of employees to enhance team capabilities.
- Established mentoring programs to enhance employee engagement and foster constructive feedback.
- Utilize Excel to capture and report daily metrics, KPI's, vehicle inventory, and reservations
Branch Manager
Hertz Corporation
Denver, CO
07.2022 - 02.2023
- Managed 10 employees at Hertz Denver, CO
- Oversaw daily operations while fostering a collaborative and high-performing team environment.
- Supervised branch activities, focusing on maintaining high standards of service quality and customer satisfaction.
- Managed scheduling and coordination of reservations and pick-ups, ensuring seamless operations for Uber drivers.
- Delivered exceptional customer service and resolved issues efficiently.
- Conducted regular reviews of state and local legislation relevant to rideshare drivers in Colorado to maintain operational standards.
- Conducted regular reviews and training sessions on internal tools such as Dash, VAW, EAM, Partner Portal, QCS, HMP, and Tableau to ensure effective utilization.
- Monitored sales metrics and assessed branch performance to drive strategic improvements.
- Engaged with local vendors such as Tesla, Pep Boys, Firestone, Mannheim, and Carstar to ensure seamless communication and support business objectives.
- Oversaw coordination of vehicle movements with vendors to guarantee prompt servicing and minimize downtime.
- Pursued ongoing education in cutting-edge electric vehicle innovations to enhance technical proficiency.
- Guided and supported staff in developing effective problem-resolution strategies and fostering positive customer interactions.
- Engaged in training and mentoring programs to enhance branch staff performance and skills.
- Organized and led weekly meetings with branch staff to ensure effective information sharing and team engagement.
- Conducted comprehensive performance reviews for all branch staff, emphasizing strengths and identifying development opportunities.
- Assessed employee performance and developed improvement plans
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
- Engaged employees in business processes with positive motivational techniques
- Executed proactive management of individual and team tasks to consistently meet deadlines.
Client Project and Operations Manger
Advanced Security Protection
Denver, CO
08.2017 - 02.2022
- Managed the operations of 6 client portfolios.
- Designed and implemented engaging curriculum focused on drone technology and operational safety procedures.
- Designed and implemented interactive training sessions to improve students' proficiency in drone operation.
- Developed and implemented assessment tools to evaluate student progress and enhance course materials.
- Managed deployment of advanced surveillance drones, ensuring optimal functionality and compliance at various client locations.
- Developed and implemented rapid deployment CCTV systems to enhance security measures at client sites.
- Conducted comprehensive assessments of security risks and vulnerabilities to enhance client protection.
- Conducted comprehensive audits to uphold compliance with regulatory standards and enhance operational integrity.
- Performed in-depth assessments to uncover vulnerabilities and recommend strategic improvements.
- Developed and delivered comprehensive training programs to enhance staff knowledge of security protocols and situational awareness.
- Established effective communication channels between security teams and clients to support cohesive risk management efforts.
- Implemented robust access control systems at client locations to prevent unauthorized entries and ensure a secure environment.
- Supervised credentialing processes for employees, contractors, and consultants.
- Conducted continuous surveillance of alarm systems to ensure rapid action against security threats.
- Coordinated with emergency services in response to alarm notifications, prioritizing rapid action and communication.
Operations Manager
Blackcar24
Highlands Ranch, Co
11.2010 - 07.2022
- Manage day-to-day business operations at branches in assigned territory
- Manage a large fleet of vehicles to company and client standards
- Train Branch Managers to company standards to effectively operate branch locations
- Review and manage Profit and Loss statements
- Review and manage monthly and annual budgets
- Conduct daily briefings with Branch Managers in assigned territory
- Prepare, review, and submit KPI reports to upper management
- Provide some oversite of customer call center
- Spoke with clients regarding complaints, gathering all necessary information to make educated decisions, and address issues
- Prepare contracts for clients wishing to schedule ongoing car services
- Prepare and review vehicle maintenance reports to meet PUC regulatory standards
- Use transportation analysis tools and updated tracking software
- Conduct monthly, and quarterly performance reviews with Branch Managers
- Fill in as Branch Manager at locations when needed
- Resolve problems with high-profile customers to maintain relationships and increase return customer base
- Established successful account relationships by building rapport and maintaining consistent communication
- Investigated and integrated new strategies to expand business operations and grow customer base
- Compiled and analyzed data to determine approaches to improve sales and performance
- Achieved established KPI goals for company, regional team, and individual performance through teamwork and focus on customers
- Managed accounts to retain existing relationships and grow share of business
Ramp Service Coordinator
Frontier Airlines
Denver
12.2008 - 11.2010
- Managed 3-5 Ramp Agents on a gate to service inbound, and outbound aircraft
- Worked in Tower operations, as a gate planner, load planner, zone controller
- Safely operate various types of equipment such as conveyor belts, pushback tractors, and tugs
- Positioned and towed aircraft from remote locations of airport to designated areas for operation
- Maintain compliance with airline policies, and baggage weight restrictions to protect passengers, crew, cargo, and aircraft
- Performed mathematical functions to interpret aircraft weight and balance loading instructions
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays
- Refueled daily aircraft for arrival and departure flights
Airport Security Officer
HSS
Denver
04.2005 - 11.2007
- Served as an Ambassador to the general public at Denver Airport.
- Checked passengers boarding documents (document verification) at TSA checkpoints.
- Routinely responded to door alarms throughout the terminal and concourses to insure only authorized personnel accessed doors.
- Challenged airport employees to produce their SIDA badge in restricted areas.
- Screen and log persons and/or vehicles accessing restricted areas.
- Control access and conduct vehicle inspections at access points to the airports secured areas.
- Conducted random airport employee security screening at the airside lot.
- Patrol public areas of the terminal and respond to security breaches.
- Respond to incidents and emergencies.
- Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security or operational issues/events.
- Manned elevators in the terminal and concourses leading to restricted areas, to insure only authorized personnel gained access to such areas.
Lead Ramp Service Agent
United Airlines
Philadelphia
04.2004 - 04.2005
- Coordinated ground crew activities to complete objectives on schedule
- Connected electrical power unit and hoses to aircraft
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight
- Safely operated various types of equipment such as conveyor belts, pushback tractors and tugs
- Positioned and towed aircraft from remote locations of airport to designated areas for operation
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 10 daily flights
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays
- Guided aircraft into and out of parking positions using hand signals
- Deiced aircraft before takeoff for safety during inclement weather
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking
- Checked cargo and baggage for security to meet TSA regulations
Desktop Support Manager
Blue Line Tech Support
Milwaukee, WI
02.2010 - 08.2017
- Facilitated timely resolution of technical issues within desktop support operations, enhancing overall user experience.
- Facilitated troubleshooting of hardware and software challenges to improve response times and elevate service quality.
- Facilitated hardware and software technical support to Public Safety Officers and Dispatchers.
- Developed engaging training materials focused on new technologies and best practices to improve overall team performance.
- Coordinated efforts with IT departments to implement new systems, enhancing operational efficiency across all user environments.
- Optimized ticketing system workflows to accelerate issue resolution processes.
- Executed remote assistance initiatives for software installation, hardware configuration, network setups, and comprehensive device troubleshooting.
- Directed efforts to unify equipment configurations, aiming to lower maintenance costs and elevate user experience consistency.
- Provided comprehensive desktop support services to ensure seamless user operations and minimize downtime.
- Provided expert guidance on hardware and software acquisition to ensure alignment with budgetary constraints.
- Resolved complex technical issues for customers through remote troubleshooting and diagnostic tools.
- Collaborated with Tier 1 support to streamline escalation processes and improve response times.
- Delivered detailed training on software applications and support procedures, ensuring new staff's operational readiness.
- Assisted in developing user guides and instructional materials for enhanced customer self-service options.
Education
Remote Pilot Certificate (FAA Part 107) - Aviation
Flights, Inc
Englewood05-2014
Private Pilot Certificate - Aviation
Flights, Inc
Englewood09-2011
High School Diploma -
Glasgow High School
Newark, DE06-2004
Skills
- Customer Relationships
- Technical Enablement
- Time management
- Training delivery
- Compliance Knowledge
- Attention to detail
- Critical thinking
- Active listening
- Decision-making
- Relationship building
- Travel Flexibility
- Conflict resolution
Certification
- FTO - Certified Field Training Officer
- Basic Pistol Certification
- Baton, Handcuff, OC Spray
- First Aid/AED
- Private Pilot
- FAA Part 107 Remote Pilot
Interests
Timeline
Transit & Field Training Officer
AUS - Regional Transportation District
07.2025 - Current
Field Support Manager
Hertz Corporation
02.2023 - 11.2024
Branch Manager
Hertz Corporation
07.2022 - 02.2023
Client Project and Operations Manger
Advanced Security Protection
08.2017 - 02.2022
Operations Manager
Blackcar24
11.2010 - 07.2022
Desktop Support Manager
Blue Line Tech Support
02.2010 - 08.2017
Ramp Service Coordinator
Frontier Airlines
12.2008 - 11.2010
Airport Security Officer
HSS
04.2005 - 11.2007
Lead Ramp Service Agent
United Airlines
04.2004 - 04.2005
Remote Pilot Certificate (FAA Part 107) - Aviation
Flights, Inc
Private Pilot Certificate - Aviation
Flights, Inc
High School Diploma -
Glasgow High School