Josh Garrett Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

I manage a team of 22 Product Support Specialists and Production Engineers, spread across North America and Europe, for the Kodak Software Division. The Kodak Software Division Product Support Group is the escalation point for regional support teams just prior to R&D and Product Management teams that make up the various product teams. The Product Support Group also handles commercialization activities for the Kodak service organization. With these two focuses, my team represents the Kodak regional service teams and customers to the product teams and then represents the product teams to the regional service teams. This includes developing expertise in specific product and knowledge areas as well as providing bi-directional knowledge transfer between the service/field teams and the product teams. My team supports the full suite of Kodak workflow and portals products in a mixture of traditional, on-premises, enterprise solution deployments and in-cloud hosted platforms. My role involves coordinating across multiple functional teams in project-oriented as well as ongoing operations capacities, interacting with various teams that use a variety of planning and development methodologies. This includes Scrum-based Agile planning as well as a mix of adaptive and predictive frameworks. My role is to provide guidance and frameworks to allow my team to be successful in a rapidly changing environment providing a combination of ongoing support activities to the regional teams we work with as well as engaging in release-oriented projects for the Product Management and R&D teams. I help prioritize work and work closely with the Product Management team to provide input to roadmaps and provide Subject Matter Expert resources from my team to upcoming and in-flight projects within the Kodak Software Division.

Vancouver, Canada Area

Commercialized and developed support processes related to Azure cloud-based SaaS and virtual machine platforms that integrate with and extend functionality with on-premises enterprise workflow products, as well as coordinating global support in cross-functional teams supporting deployment and delivery of enterprise level software and support services running in Azure cloud environments. Represent regional service, customer priorities, and internal service team needs to R&D and Product Management teams for Production Workflow product portfolio. Rollout products from development to the service teams through the commercialization lifecycle, including project managing deliverables such as pre-beta software deliveries, coordinating documentation updates and reviews, and managing communication between global R&D and regional service teams. Manage product betas from global perspective and report status to teams. Prioritize customer-facing problem reports and help determine fixes in upcoming releases using an Agile framework.I lead a global support team composed of Level 4 Product Support Specialists that act as escalation paths for reactive service cases as well as Subject Matter Experts for product teams for proactive feature specification and requirements gathering activities.

I lead a global team of level four product support specialists. My team was the primary escalation point for service issues from regional service teams. I worked with product development and product management teams to coordinate and prioritize service requirements in product releases. I managed product rollout to production including betas and gathered user feedback. I worked with my team to deliver documentation support, feature specifications, and long-term service projects.

Burnaby, Bc

As the Commercial Segment Product Marketing Manager for Unified Workflow Solutions at Kodak I was responsible globally for current products in-market. I was involved in roadmap planning for products across our portfolio, vendor relationship management, product pricing, product feature definition and improving product performance and rollout. I created business cases using strategic, logistic, and financial inputs and develop projections for all three. I coordinated with R&D, Service, Sales, and Marketing & Communications to bring products to market successfully and that performed to target. I communicated our product vision both internally as well as to customers and partners. I worked with key internal and external stakeholders as well as analyzed market information to understand how best to address opportunities and market demands to improve the sales performance of our products.

I managed global service for a collection of products under the Prinergy banner through commercialization focusing on successfully rolling out releases to regional service businesses. One of the main responsibilities of this role was to act as a conduit between the global service business and research and development, representing the needs of both and helping set priorities based on business requirements of both sides (service and development) of the service business. I managed stakeholder input and was directly involved in prioritizing product fixes and service strategies.

I was the lead customer advocate on a product targeted to smaller print shops and was involved with rolling the product out to the technical support groups and indirect sales channels throughout the world. I developed training courses and materials and lead training sessions internationally. The role involved gathering feedback from customers and specifying features, as well as validating releases prior to testing in the field. I also developed and improved systems for measuring service performance and understanding what parts of the product required the most effort and cost.

I acted as a customer advocate and third-level support for escalations related to Creo products. This included testing and troubleshooting software and developing solutions for customer issues. I developed and delivered training courses for field support and provided knowledge transfer for regional support organizations around the world.

In this role I provided phone support, traveled to customer sites to install hardware and software solutions as well as provide training and onsite troubleshooting. The role also involved technical sales support, and developing technical documentation.

Digital Prepress involved preparing a wide variety of customer-provided files in a variety of formats and native applications for output to digital and offset presses. In some cases designed or modified content for customers.

I did digital work in environmental graphics, such as printing for tradeshow booths, signage, bus and truck wraps, backlit posters, prepping files for routing and cutting tables, and prepping artwork for film for screen printing.

Did ad work and graphic production on editorial content in a fast-turnaround environment. Quarter page ads typically took less than 30 mins. from design to camera-ready.

Ba, English Lang. And Lit., German Lang. And Lit.

Pre-English