Brook Jenkins Email & Phone Number

Louisville, KY, US

Louisville, Kentucky, United States

As a Flexential Account Executive I help my customers leverage technology to solve their most challenging technology and business initiatives. Drawing from a portfolio of secure cloud solutions, cost-saving managed services, enterprise-class data centers and reliable network services, I am able to match my customer's needs with proven technology solutions.

Louisville, Kentucky Area

• As a Senior Customer Success Manager I am responsible for managing the day-to-day needs of Flexential customers and making sure they are happy! I help my customers maximize the value of their IT infrastructure.
• Building and maintaining customer relationships
• Collaborating with our internal teams to manage customer solutions
• On-boarding new customers
• Managing escalations and renewalsMy goal is to ensure all Flexential customers are happy. In essence, I am the Happiness Assurance Manager!

Louisville, Kentucky Area

Managed 22 team members across the Sewer District and the Louisville Water Company. Carried forth the Mayor’s desire for One Water Services across the Sewer and Water company. Implemented technology projects & processes across two different organizations to save money, improve customer support and identify opportunities for new income streams. Responsible.

Louisville, Kentucky Area

• Managed 10 team members responsible for Windows Servers Administration, DBA’s, Network Engineers, Security Administrator, Backup/Recovery Administrator. * Responsible for over 350+ Windows servers (mostly VMWare).
• Responsible for overall IT Security to include Audit mitigation as well as company IT Security Training
• Responsible for Active Directory upgrade and operation, Office365, and SharePoint farms
• Deployed SCCM to support monthly Server and Device patching as well as asset management/lifecycle
• Responsible for Anti-virus protection and corporate-wide “follow me” Print solution
• Established Change Control Board and instituted weekly Change Control processes

Louisville, Kentucky Area

• Managed 7-member team responsible for over 350+ Windows servers (mostly VMWare) and large Citrix farm. Managed a Metro-E Network connecting 8 MSD remote sites using 3Com and Cisco hardware. Managed the Oracle DBA's.
• Meshed MSD network with Louisville Water Company network
• Established shared network folders for the OneWater teams
• Upgraded and reconfigured the TrackIT Help Desk Ticketing System
• Established IT Monthly Metrics and provided monthly reports to MSD Management
• Upgraded all MSD ESX hosts and replaced old physical Windows servers

Louisville

IT Project Manager responsible for the MOTOWN7 Project - "Move to Windows 7". Initiated project: Inventoried hardware, determined scope of work, established project budget including internal and external resources, received board approval to begin. Planned: Analyzed hardware used throughout MSD, researched and selected replacement hardware, Analyzed 900-+.

Louisville, Kentucky Area

• As Director of Education for the Kentuckiana Chapter of the Project Management Institute, I work to address the needs of the volunteers and members of the Chapter. KIPMI is dedicated to the improvement and advancement.
• Member Professional Development opportunities
• Preparation and Maintenance of PMI Certifications
• Soft skills development and training programs
• Chapter created PMP credential review courses
• Member Career Development

Louisville, Kentucky Area

• Directed 4 Professional Teams: Implementation & Installation, Training, Enterprise Support and Technical Support
• Exceed Customer expectations for Implementation and Support using Project Management, ITIL and talent based techniques, adapting to Customer changes on a daily basis.
• Established procedures for issue escalation to Development and Sales Support.
• Managed Incident, Problem and Change Management across all teams.
• Established processes for generating Knowledge Management Articles to support consistent and repeatable Implementations.
• Provide weekly status reports on Implementations, Ticket Resolution, Problems and Escalations to Development.

Louisville, Kentucky Area

• Directed a team supporting thousands of installations of QSR Kitchen software and hardware world-wide.
• Support Resellers and direct contract customers on the configuration and functionality of QSR products.
• Provide emergency “site-down” support for all customers.

Jewish Hospital - Louisville KY

• Directed a 26-member team supporting 6000+ devices/10,000+ users in a Hospital/Health Care setting.
• Exceeded the 98% SLA for Incident resolution of all severity levels and Request commit times through process improvements in device imaging, issue troubleshooting and purchasing efficiencies.
• Key member of every IT Project team impacting the end user or the desktop. Influenced internal software developers and infrastructure teams, external vendors, project managers and business users regarding desktop.
• Key member of Change Control and Configuration Control Boards - responsible for evaluating and approving changes impacting the Desktop and Applications which would affect Patient Care.
• Exceeded the 99% SLA for device compliance of Anti-virus, Encryption and SCCM levels.
• Increased the weekly device refresh quota from 23 to 56 devices – exceeding the yearly goal of 2000 devices.

Developed and conducted the Business Communications course in the Masters in Applied Information Technology program at Bellarmine University.

• Directed the implementation, upgrade, maintenance and administration of the technology infrastructure and applications supporting 68 senior living campuses, caring for 6000+ residents throughout the Midwest.
• Hired, trained, and coached 10 team members in the areas of customer service, security, network engineering, infrastructure administration and application development support.
• Managed Operating Budget ~ 2M and Capital Budget of ~ 1.5M
• Developed Short and Long Term Technology Refresh Plans to improve technology services to the Campuses. Plans resulted in large, strategic, cross-functional projects in the areas of: Clinical and Financial system.
• Establish first Change Control Board and implemented Change Management, Inventory Management and Knowledge Management.
• Established Social Media Policy and Bring Your Own Device Policy.

Directed a 10 member IT team charged with providing server infrastructure, help desk, security administration and managed desktop support for Corporate employees and Franchisees.Dramatically improved field operations staff process and data work flow through developing and delivering customized computer training.Elevated the Help Desk status to "top of.

IT Academy:Taught IT Skills Essentials for preparation to take the Help Desk Analyst certification test.Taught ITIL Processes for preparation to take the ITIL V3 Foundations certification test.Computer and Information Technology Program:Systems Analysis and Design (Undergraduate)Management Information Systems (Graduate)IT Project Management (Undergraduate)

I was a founding member of the Kentuckiana Support Forum, established in January 2008. The mission of KSF is to: * Provide opportunities to openly share ideas, best practices and lessons learned * Promote personal development leveraging industry experts and information sharing* Provide an active forum for ALL technology support professionals to collaborate.

Key member of over 100 project teams ensuring successful implementation or system upgrade in the areas of desktop management, Help Desk, user acceptance and end-user training and Go-live support. Projects included SAP upgrades, Performance Management, Help Desk outsourcing, Mapping tools, iPass, LMS roll-out, RAD integration, Travel & Expense, facility.

Louisville, KY

Created, delivered and evaluated technology training to over 3000 employees world-wide in support of new system deployments and upgrades. Systems included AC Nielsen, Digital Asset Management, Outlook 2007, Office 2007, WebEx, Necho, Bomgar, Remedy,SAP.

Louisville, KY

Managed 4 member team responsible for 24 x 7 technology support of over 350 Sales & Marketing employees in the North American Spirits Company. Perfomed as Project Manager on the deployment of all new technologies to include Palm Pilot, Blackberry, DSL, Windows and Office, expense reporting system, AC Nielsen, RAPTOR. Researched, selected, deployed and.

Deployed, supported and trained over 3000 employees and select distributors to use cc:mail and Lotus Notes. Supported 50+ cc:Mail servers in a Novell environment.

Novell Network System Administrator - responsible for all aspects of administering the Novell network. Proposal Coordinator - prepared responses to RFP's related to Corporate activity.Help Desk/Training - provided support to all Corporate PC and MAC hardware and software issues.Research and evaluate new hardware and software products.

Imaging Specialist - installed Optix imaging system and performed A/UX system admin duties, wrote SQL reports, trained users on the imaging system.Systems Analyst - performed systems requirements and analysis duties for the Order Management, Collections and Customer Support departments. Developed report specs and wrote reports using Natural and SQL. Wrote.

M.S, Information Technology (Parks And Recreation Systems)

B.S, Secondary Education - Environmental Education And Outdoor Recreation