Lissa Brown Email & Phone Number

Raleigh, NC, US

Morristown, NJ, US

• 10+ years of experience in asset management service operations – HW and SW
• Experienced working independently and in a team-oriented, collaborative environment with a geographically dispersed team
• Ability to influence and work across multiple organizations and levels
• Outstanding written and verbal communication skills including presentation skills
• Knowledge of asset and service management solutions (ServiceNow, SCCM)
• Direct experience with the Microsoft Office suite of tools (MS Word, MS Excel, MS PowerPoint)

Needham, MA, US

• Onboard new assets via DocuSign from request thru asset registration
• Finding and tagging assets upon receipt of completed documentation
• Verifying/assigning required equipment Maintenance/PM plan and implementing recurring schedules
• Coordinating with internal and external vendors to support recurring scheduled maintenance/pm plans as well as schedule vendor onsite equipment repair for time sensitive equipment
• Established open communications with all levels of management to collaborate and create iterative processes for turning up new test labs and verifying all QA validations and approvals have been cleared and documented.
• Responsible for monitoring, updating and tracking repair tickets and assets via ServiceNow/Maximo/Nuvolo databases

Chantilly, Virginia, US

• Coordinated and implemented a fully functional Preparatory Facility to manage and facilitate EL2 HW upgrade project from receiving assets through all processes and procedures necessary including burn in of all.
• Created processes and procedures to received and asset inventory for over 700 servers, 500 switches being reclaimed
• Managed 4 projects receiving, warehousing assets and maintaining accountability for each asset
• Purchased necessary equipment to develop/manage 10K SQ feet as a shipping and receiving warehouse
• With a team of 3 developed/implemented processes and procedures to manage and maintain accountability for 4 projects shipping, receiving and asset management
• Create iterative process for the US Army EL2 recovery project to support asset inventory

Chantilly, Virginia, US

• Lead a Team of 15 through the development and implementation of processes and procedures to track and reconcile mPOS equipment maintaining inventory status throughout the process
• Initiated 25 Pilot sites to evaluate device stability prior to staging the Nationwide rollout/upgrade
• Discovered via data collection performance issues with HW
• Developed back out process to scale Pilot sites from 25 to 12
• Developed/implemented procedures to collect accurate vital performance information daily to provide to the project team and product owners allowing them to address and correct all performance issues prior to extending.
• Pilot relaunched and successfully with low to no downtime

Chantilly, Virginia, US

• Managed incidents and service requests using ServiceNow database
• Solved technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
• Configured system hardware, software and network components to meet established standards

Chantilly, Virginia, US

• IT OPS Support Analyst V versed in application and systems support in an escalation call center environment.
• Provided Tier II 24 x 7 call center in support of various proprietary and COTS applications, servers, workstations, handheld and mobile devices, in addition to wireless access points and controllers
• Prioritized incidents and service requests in ServiceNow Database
• Performed remote Software, Hardware, Connectivity fault diagnosis, analysis
• First Touch Resolution technician
• Remote troubleshooting (Bomgar, Carbon Copy, Dameware, NOPs)

• IT OPS Support Analyst V versed in application and systems support in an escalation call center environment.
• Provided Tier II 24 x 7 call center in support of various proprietary and COTS applications, servers, workstations, handheld and mobile devices, in addition to wireless access points and controllers
• Prioritized incidents and service requests in ServiceNow Database
• Performed remote Software, Hardware, Connectivity fault diagnosis, analysis
• First Touch Resolution technician
• Remote troubleshooting (Bomgar, Carbon Copy, Dameware, NOPs)

• Coordinated and implemented process and procedures to execute special project to migrate 1000 plus users off the NT classic roaming profile to a Vistaready redirected profile with low to no downtime for mission.
• Scope included.
• Proof of concept
• Testing project initiation
• Creating, updating sites, and executing schedule for migrations
• Maintaining and directing support staff for onsite support prior during and after migration

Certification, Computer Science

No, Information Technology

Associate Of Science (A.S.), Nursing Assistant