Summary

Overview

Work History

Education

Skills

Websites

Timeline

Garrett Albert

East Wenatchee,WA

Summary

Client driven cross-functional leader with over +7 years of encompassing a dynamic focus on structural operational technologies, while utilizing account target strategies and customer connections within technical enterprise industries. My background has encompassed promoting corporate standards, troubleshooting advancements, risk protection methodologies, and a wide range of leading base operating concepts within high stakes IT environments. Seeking a Incident Management role dedicated to customer support through exceeding standards as well as collaborating cross-functionally to troubleshoot, escalate and resolve issues.

Overview

years of professional experience

Work History

Owner

CatManDo LLC

East Wenatchee, WA

2023.10 - Current

Put together realistic budgets based upon costs and fees for successfully operating business.
Conducted target market research to discover customer needs and analyze competitor trends.
Conducted audit inspections and independent checks to verify parts and materials.
Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
Monitored trends in online retail to identify new opportunities for growth.
Responded to customer issues and resolved complaints by leveraging expert knowledge.
Managed financial tracking, inventory coordination and social media marketing.

INCIDENT MANAGER

HCL America

San Francisco, CA

09.2021 - 09.2022

Managed an incident management team cross functionally between on-call technical teams, management and stakeholders at LinkedIn.
Analyzed and assessed all incoming incidents to find proper escalation paths and appropriate internal teams for additional assistance in troubleshooting and problem remediation.
Managed all mass communications, incident updates, team paging, escalations, post mortems and documentation.
Working knowledge of ServiceNow platform, Jira, SharePoint, PagerDuty, Slack and Microsoft ticketing systems.
Coordinated process improvement projects, defined scope and managed milestones.

IT CONSULTANT

Self Employed

Wenatchee, WA

01.2020 - 08.2021

Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
Guaranteed successful technical upgrade projects for clients by collaborating with developers for integrations.
Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
Assessed business requirements to forecast annual budgetary operational costs.
Inspected equipment, assessed functionality and optimized controls.
Developed clear specifications for project plans using customer requirements.

Program Manager

Amazon

Seattle, WA

11.2018 - 01.2020

Successfully created alarm dashboards for all incoming sev-1 requests
Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
Coached team members on productivity strategies to accomplish challenging goals.
Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Established milestones and objectives based on input from functional areas and stakeholders.
Provided immediate emergency response and incident management.
Conducted post-resolution reviews with team members.
Developed and coordinated response processes.
Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.

MAJOR INCIDENT MANAGER

Dell Services

Quincy, WA

01.2016 - 01.2018

Conducted post-resolution reviews with team members.
Provided immediate emergency response and incident management.
Developed highly effective incident response team and trained extensively in preparation for possible events.
Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Analyzed complex data and identified anomalies, trends and risks to provide useful insights to improve internal controls.
Employed data cleansing methods, significantly Enhanced data quality.
Identified and reported problem devices and replaced defective parts.
Moved and installed shelves, power strips, rails, servers, switches and other equipment.
Accepted tasks and documented status using ticketing system, time reports and email.
Conducted inventory control and reported stock or receiving discrepancies identified when comparing inventory records with physical items or received products and packing slip.
Reviewed network design and set up copper and fiber-optic cabling infrastructures.
Integrated fiber-optic and copper cabling technologies with components of new and existing network infrastructures.
Assisted with performing infrastructure readiness tests.
Supported senior teammates performing crisis management during critical situations or major service outages.
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Diagnosed and executed resolution for network and server issues.

DATA CENTER ENGINEER

Microsoft