Brenna E. Email & Phone Number

Seattle, Washington

I provide Tier II technical support to users of King County’s finance and human capital management enterprise systems: Oracle EBS R-12.1.3 and PeopleSoft 9.2 . I utilize my knowledge of the systems, and unique agency user groups, to troubleshoot incidents, fulfill service requests, provide user education and customer service. I also gather the specific details about incidents and events needed by the Functional and Technical Analysts to identify and resolve issues.

Seattle, Washington

Developed user guides, curriculum, and delivered training to over 500 end users during the successful conversion from a legacy mainframe systems (MSA) to PeopleSoft 9.0 HCM. Modules include: Workforce Administration, Time and Labor, Benefits, Position Management and Enterprise Learning. As well as EBS R-12 iProcurement and iExpense. Utilized traditional classroom training, UPK, and distance learning to provide flexible training options to accommodate various learning styles and travel constraints. Participated in requirements review, test script writing and execution, and assisted with support after go-live.

Seattle, Washington

Utilized the PeopleSoft HCM 9.0 to administer King County FSA, VEBA and COBRA plans for 10K+ employees. Utilized the benefits module, and the Summary Plan Description, to provide coverage information and troubleshoot enrollment and eligibility issues. Utilized PowerPoint and Go-to-Meeting webinars to conduct Open Enrollment education seminars county-wide.

Kirkland, Wa

Conducted online and in-person training and technical support for Market Leader online CRM system. Conducted personalized coaching services focused on business growth, using internet marketing paradigms. Identified at-risk clients and actively re-engaged them through one-on-one coaching sessions and group training.

D/Fw Airport, Texas

Provided training and technical support to account management, graphic design, and pagination systems users during enterprise software conversion project following the historic GTE/Bell Atlantic merger. Utilized Remedy Incident management to log and assign tickets and create status reports for management. Collaborated with Business and IT to prioritize and assign incidents and schedule software releases post go-live.