Joseph Couture
@josephcouture
I lead enterprise print and ITSM operations across regulated, high-availability environments.
United StatesWhat I'm looking for
I've led enterprise printing and IT service operations for Amgen, Lexmark, Ricoh, Cigna Healthcare, and Data Advantages. My work spans global managed-print environments of 10,000+ devices, nationwide operations across 48 states, and ITSM operating models that reduced incident-resolution time by 25%.
At Lexmark, I sustained 99.2% uptime for 7,500+ devices while leading a 25-person technical team and vendor network. I bring hands-on experience in ITIL governance, service delivery, asset management, vendor management, endpoint operations, and regulated environments, supported by prior leadership as a U.S. Army S-6 Officer.
Experience
Work history, roles, and key accomplishments
Director, Consulting, MS & ITSM
Data Advantages, Consulting, and Services LLC
Jan 2025 - Present (1 year 8 months)
Designed ITSM operating models, service catalogs, SLA governance, escalation paths, and KPI dashboards, reducing incident-resolution time by 25%. Coordinated client, vendor, technical, and leadership stakeholders to improve service delivery and operational visibility.
Senior Business Operations / Healthcare Program Manager
Jan 2023 - Dec 2024 (1 year 11 months)
Directed five concurrent global healthcare programs totaling $10M+, improving workflow efficiency by 35% through automation and standardized performance reporting. Coordinated global teams and vendors to reduce turnaround time by 25% while sustaining 99% SLA performance.
Global Technical Project Manager / Senior Technical Operations Manager
Jan 2022 - Dec 2023 (1 year 11 months)
Directed a global managed-print environment of 10,000+ devices and $4M+ transformation initiatives, improving utilization and uptime by 20%. Served as Scrum Master for three cross-functional teams and implemented JIRA and Confluence practices that increased delivery transparency and stakeholder engagement by 40%.
Owned nationwide managed-print and IT service operations supporting 7,500+ devices across 48 states, sustaining 99.2% uptime. Reduced incident-response time by approximately 45% through standardized procedures and delivered significant savings through procurement and fleet optimization.
Managed a distributed enterprise print environment of 2,000+ devices in financial services, improving asset-tracking accuracy by 30% through digital controls. Negotiated vendor agreements producing $600K+ in annual savings and delivered executive KPI and governance reporting.
Provided advanced customer-facing technical support for 500+ enterprise print systems, maintaining 98% first-time resolution. Developed field-service documentation that reduced ticket-closure time by 20% and mentored engineers, reducing onboarding time by 30%.
Oversaw IT activities and projects across eight retail locations, leading 15 technicians and vendors. Coordinated projects from initiation through closure and reported performance to senior leadership.
Education
Degrees, certifications, and relevant coursework
Liberty University
Master of Business Administration, Business Administration/Management
Master of Business Administration/Management (MBA) from Liberty University.
University of South Florida
Bachelor of Arts and Sciences, Arts and Sciences
Bachelor of Arts and Sciences from the University of South Florida.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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