Nicholas Brown Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

▪ Assist Arizona’s largest electric utility in their conversion to Oracle’s Customer Information System.▪ Exceed all key performance expectations for productivity and quality assurance established by the client.▪ Analyze Bill Exceptions in Oracle’s Customer Care and Billing (CC&B) web application.▪ Create training materials and lead initial onboarding for Business Analysts▪ Develop and deliver advanced training sessions for Business Analysts and client employees.▪ Provide close post-training support for Business Analysts.▪ Develop and assemble documentation for billing procedures.▪ Evaluate and reallocate resources based on fit and client needs.▪ Oversee development and lead implementation of comprehensive ServiceNow-based billing knowledge base.▪ Interviewed and hired nine employees.▪ Helped develop quality assurance process.

Tucson, Arizona, United States

▪ Worked with mobile units for the city of Tucson’s Police and Fire Department.▪ Installed software, configured Windows, adjusted settings, and created and distributed hard drive images as necessary.▪ Carefully managed the city’s inventory of laptops and tablets.▪ Communicated with customers to help clarify complaints and relay current project status.▪ Worked with a team to brainstorm and implement solutions.▪ Developed scripts that automated common processes and increased efficiency.▪ Wrote comprehensive documentation to be used by city employees for various processes.▪ Occasionally traveled to troubleshoot urgent issues on-site.