1. Gayle Brooks
436 Correll Loop Rd
Salisbury, NC 28146
704-298-5798
gaylebrooks@msn.com
Profile
Over 10 years of experience in the IT industry
Over 15 years of World Class Customer Service
Strong team player with excellent communication, analytical, design, and problem solving
skills who can work effectively with business, functional and technical resources
Proven ability to quickly familiarize and adapt to new products, processes, and applications
8 years experience with resource scheduling, ensuring the best fit Engineer for each request
6 years experience with providing Sr. Phone Analyst level technical support for client’s end
users
6 years experience working with clients in the healthcare field which required extensive
knowledge of HIPPA security policies/PCI compliance variables
6 years experience with disaster recovery planning and implementation
5 years experience with ConnectWise PSA at an administrative level
1 year experience with call center management
1 year experience working with clients in the educational sector ie; multiple school districts
Holds a variety of certifications including Microsoft Outlook, Sprint e-Care Specialist, Sprint
e-Care Technical Support Specialist
Received the Outstanding Performance Award for World Class Customer Service
Technical
Workflow Design & Development using ConnectWise PSA for 2 different business models
Proficient in Microsoft Office Suite (2007, 2010, 2013)
Proficient in SharePoint (up to and including 2010)
Proficient with mobile devices which clients often use when travelling such as iPad (and
similar tablet devices) as well as iPhone, Blackberry, Windows Mobile devices, and Droid
devices
Prioritizing client’s needs based on client specific SLAs
Provide education and instructions for colleagues when implementing new workflow designs
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2. Gayle Brooks
436 Correll Loop Rd
Salisbury, NC 28146
704-298-5798
gaylebrooks@msn.com
Expert level of using the following telephony products to receive, organize, and manage
calls from clients: Cisco, AdTran, Avaya, CosmoCall (CosmoCom), NorTel, and ShoreTel.
Other various ticketing systems, remote rescue platforms, and technologies used:
TeamTrack, Remedy, Service Desk, Corrigo, ConnectWise, Infra, LogMeIn, Console One
(Novell), VNC, Chis Control, TeamViewer, Reflexion, DoubleCheck, Cisco VPN,
OwnWebNow, Exchange, Office 365, iMail, CommuniGate, GroupWise, Lotus Notes, Novell,
Citrix, BES.
Experience/Project Work
Industry: Managed Services Provider (MSP) / IT Services
Role(s): IT Support Service Manager
Duration: 13 months
Responsibilities/Deliverables:
Act as a single point of contact for clients for all types of Client Support service requests.
Coordinate all available Support Engineers to ensure maximum utilization of billable
resources.
Communication with clients as required; keeping them informed of progress, notifying them
of impending changes, and agreed outages. Heavily and properly document every action
item in each service request.
Improve customer service, perception, and satisfaction. Work in a Team setting and
communicate effectively.
Work closely with the Proactive Team Service Manager as certain items which we received
via automated server alerts would require an Engineer from Client Support to address rather
than a Proactive Team Engineer.
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3. Gayle Brooks
436 Correll Loop Rd
Salisbury, NC 28146
704-298-5798
gaylebrooks@msn.com
Industry: Managed Services Provider (MSP) / IT Services
Role(s): IT Support Dispatch
Duration: 2 years, 6 months
Responsibilities/Deliverables:
Act as a single point of contact for clients for all types of service requests. Coordinate all
available Support Engineers to ensure maximum utilization of billable resources.
Determine scope of services for each incoming support request.
Manage all engineers’ schedules; work directly with project management to maximize
scheduling efficiency.
Educate clients on how to use their Cloud environment, VPN, mobile devices, and business
related software.
Heavily monitored client’s servers and workstations in order to be proactive and prevent any
incoming issues which would be determined/predicted via monitoring and documentation.
These findings were presented to the client immediately for a determination of scope of
services.
Industry: Financial
Role(s): Loan Officer/Customer Service
Duration: 6 Months
Responsibilities/Deliverables:
Verify client supplied personal information, references.
Marketing responsibilities include working with community businesses to form partnerships
to strengthen company growth and promote awareness of our products and services.
Responsible for cash, company checks, opening and closing paperwork, documentation,
and debt collection.
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4. Gayle Brooks
436 Correll Loop Rd
Salisbury, NC 28146
704-298-5798
gaylebrooks@msn.com
Industry: Managed Services Provider (MSP) / IT Services
Role(s): Support Services Team Supervisor
Duration: 12 Months
Responsibilities/Deliverables:
Managed day-to-day operations and projects for the support service desk and a Team of 1214 individuals who reported directly to me.
Scheduled planned service outages directly with client contacts regarding maintenance
needs.
Monitored bandwidth and usage online and notified Network Operations at the sign of any
issues.
Report trending issues to the NOC immediately
Randomly and physically visited client’s sites (where we had field Engineers posted) and
provided in person check in with District Superintendents to ensure their satisfaction of our
ongoing and effective efforts to keep their teachers, administrative assistants, and even
students working productively when logging in via Terminal Servers do a variety of different
tasks including scheduling projects and homework for students, as well as assisting
students and parents with log in issues.
Managed a Team of Engineers who provided extra security measures to meet the standards
of state law “No Child Left Behind” and routinely tested those security features to ensure
they maintained hack-proof stability and reliability.
Industry: Managed Services Provider (MSP) / IT Services
Role(s): Senior Helpdesk Analyst
Duration: 24 Months
Responsibilities/Deliverables:
Learned and accepted the additional responsibility of Master Scheduler for the 24x7 365 day
helpdesk.
Handle inbound calls, email messages, and voice mail messages from clients in need of
technical support.
Determine scope of request and either add it to my own queue for troubleshooting or
escalate requests which required a higher level of assistance than I could provide.
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5. Gayle Brooks
436 Correll Loop Rd
Salisbury, NC 28146
704-298-5798
gaylebrooks@msn.com
Communicate with client on status of every service request; heavily document steps taken to
resolve issues.
Report trending issues to Team Lead immediately.
Achieved SME status with multiple client specific data; trained new employees in a
classroom as part of the company’s orientation.
Routinely monitored client’s servers checking for alerts and other items such as space,
trending, and virus activity.
Prior experience
Apex Technology Corporation, IT Support Service Manager, 12/2012 - 01/2014
Neteffect Technologies, IT Support Dispatch, 04/2010 - 08/2012
Allied Cash Holdings, LLC, Loan Officer/Customer Service, 05/2009 - 09/2009
Net56, Inc, Support Services Team Supervisor, 3/2008 - 10/2008
ABS Associates, Inc., Senior Helpdesk Analyst, 07/2006 - 3/2008
Awards & Certifications
Outstanding Performance Award (received 5/07)
Microsoft Outlook certification (received 11/07)
Sprint e-Care Specialist certification (received 1/09)
Sprint e-Care Technical Support Specialist certification (received 2/09)
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