Garrett Stone

Background

About Garrett Stone

With over 9 years of work experience in IT, I am a skilled and certified Incident & Problem Management Analyst at Black Knight, a leading provider of integrated software, data, and analytics solutions for the mortgage and finance industries. My core competencies include root cause analysis, incident resolution, performance metrics, ServiceNow reporting, and Problem Management. My mission is to enhance the efficiency and productivity of the IT services and applications that support the business's operations and goals. I value teamwork, innovation, and customer service, and I bring diverse perspectives and experiences to the IT team. In my current role, I lead the Incident and Problem Management team, focusing on reducing outage durations, identifying root causes, and preventing future incidents. I present performance metrics for incident, problem, and SLA's to senior management, and provide guidance and recommendations to application support teams. I have also designed and implemented an Incident and Problem Management System based on the ITSM framework strategy using industry best practices in ServiceNow. Additionally, I write metric reports to identify environmental trends and mitigate issues before they escalate to major incidents. I host and document post-mortem meetings for all severity 1 incidents ensuring preventative action items are documented and implemented to prevent future occurrences.