Looking for a job

Garrett Hess

@garretthess

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I resolve enterprise IT incidents, manage access, and deploy reliable network and endpoint infrastructure.

United States

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What I'm looking for

I'm seeking an IT support or infrastructure role where I can resolve enterprise incidents, manage identity and access, deploy reliable endpoints and networking, and continue growing in technical operations.

I've supported more than 1,000 medical personnel at Augusta University Medical Center through HCTec, resolving Tier 1/2 issues across ServiceNow, Active Directory, Citrix, IDX, and PowerChart while helping reduce clinical downtime.

At UBreakIFix, I administered remote incident queues, improved average ticket resolution time by 20%, maintained 95%+ CSAT, and kept field-deployment inventory and hardware transport fully ready.

I've also handled high-volume account security, authentication, and access requests at Plow LLC using Microsoft Entra ID and Ivanti, resolving 40+ daily incidents while meeting SLA targets and documenting Tier 1 procedures.

My hands-on infrastructure work includes copper and fiber cabling, server rack installation, signal testing, VoIP configuration, endpoint provisioning, and Cisco switch environments. I'm CompTIA A+ certified and authorized to work in the US, with willingness to relocate.

Experience

Work history, roles, and key accomplishments

Remote IT Support Technician

UBreakIFix

Jul 2024 - Jun 2025 (11 months)

Administered a dynamic, remote IT incident queue, resolving Tier 1/2 hardware and software configurations for multi-device environments. Managed the regional dispatch ticketing system, optimizing scheduling and ticket lifecycle to improve average resolution time by 20%.

ServiceNow Jira SLA Management Software Configuration Customer Support Inventory Management