Almet Cousins

About Almet Cousins

I lead global technology operations for enterprise retail, overseeing IT infrastructure…

Experience

1. Director of Technology Operations

   Under Armour

   Mar 2025 — Present · Baltimore, MD, US

   I lead global technology operations across retail, e-commerce, corporate, and warehouse environments, directing a team of leaders and technologists supporting thousands of employees in hundreds of locations worldwide. I manage a multimillion-dollar annual budget focused on reliability, automation, and customer experience.Deployed observability, end-to-end monitoring, and predictive support across all environments, achieving significant reductions in mean time to resolution and detection while elevating customer satisfaction to top-tier levels.Introduced automation for POS and digital commerce monitoring, and championed L1 through L3 support teams for global e-commerce operations, corporate and retail with clear escalation paths, substantially reducing reactive incidents and ensuring platform stability during peak traffic.Launched the company\'s first AI helpdesk support agent with chat and voice capabilities in multiple languages, delivering faster, frictionless support and removing human-based L1 constraints.Led multi-year modernization of enterprise monitoring, incident response, and change management, creating unified global standards across all business units while renegotiating MSP contracts to materially reduce operational spending.

Skills

• Telecommunications
• IT Management
• Data Center
• Strategic Planning
• Qos
• Cisco Technologies
• Routers
• Negotiation
• Crm
• Itil
• IT Outsourcing
• Network Design
• Firewalls
• Service Delivery
• Project Management
• Wireless
• IT Service Management
• Ccna
• Switches
• Account Management
• Networking
• Project Delivery
• Manage Client Expectations
• Telecommunications Engineering
• Servers
• Management
• Project Planning
• Team Leadership
• Wan
• Technical Support
• Ip
• Business Analysis