Penni Brown Email & Phone Number

Eastern North Carolina

Herndon, Va 20170

Alexandria, Virginia

Ensured coverage of phone and email support by managing team work schedules and hiring as needed.Built and maintained expertise in the products and services. Provided direct support coverage personally up to 25% of my time, while also working with TechOps team members on overall ticket resolutions.Developed and maintained knowledge base and instructional materials for use both internally and externally.Furnished up-to-date support metrics to the management team on a routine basis (primarily via Zendesk), Created and documented a new employee on-boarding and training process. Rendered effective, productive relationships with the Account Management, Development, and Systems Administration teams. This was a “player-coach” role with primary objectives to make TechOps the deep product experts and diagnostic group, to elevate Adjuggler’s proposition as a helpful, responsive, and customer-centric organization, and to serve is the primary point of contact for all customer tickets regardless of source or escalation.

Bethesda, Maryland - As the world's leading provider of Software as a Service solutions for airlines and airports, we help 380+ companies better market their schedules, sell their products, serve their customers and operate efficientlyDefined and managed the systems required to support an ACD (Automatic Call Distribution) system and Help Desk trouble ticketing system (used by global support team, development, implementation and IT departments).Developed Tier 1 and Tier 2 support policies and procedures including both technical and managerial escalation processes.Assisted in targeting and reducing non-actionable server alerts by 95% to improve quality of life for 24/7 staff members.Directed transition of clients from Solutions Implementation to Client Support. Led the development and maintenance of implementation portions of project.Managed full cycle of project during a large acquisition of the Flight Explorer brand and the forthcoming transition to the parent company's Support system

Flight Explorer (FE) is a global aircraft tracking, information technology and communications solutions provider to the aviation community.Provided telephone and email support to our customers and peers regarding FE technical issues.Updated user information on servers and maintained status of user service requests in our support systemMaintained Sale Orders and Statements of Certification (ensure clients meet FAA requirements for Class I and UK data to track aircraft)Created and respond to support tickets using Deskpro Tech CenterProvided end-user technical support through analysis and duplication issues, escalation and proactive case management.Monitored our system status and restart the applications when necessary remotely. Troubleshot Firewall/Proxy issues Administered Salesforce for the Support Team and as back-up Administrator for the Development, Sales and Marketing teams.

Hanover, Maryland

Tracked, monitored and reported the time and expenses accrued from Technicians in the field working on the Wal-Mart Vision Center project to ensure TEKsystems/Managed Services stayed within their budget. Troubleshot approximately 70-100 calls a day from 128 technicians in the field experiencing difficulty installing and setting up the cable/computer equipment (monitors, printers, thin clients, scanners, servers, Etc.).Helped them identify and activate the correct switches and ports to use within approximately 1200 stores. Also, help them verify bad cables, equipment, ports, switches, etc. Was the liaison between our technicians and Wal-Mart technical support should an issue or problem need to be escalated* Tracked and logged the arrivals and departures of technicians to and from each store to assure that we are working within the project deadline, and to verify that the job has been complete. Verified with the stores the arrival of equipment in order to coordinate efficient installation schedulesResponsible for Level 1-2 support for the company*s internal clients Network support, including Log-In issues, NT4.0 Domain Controller issues, username and password issues. Workstation configuration, including Profiles, Video Card issues, Installing Printers, Fax machines, Drivers, etc User account creation and maintenance, including Roaming Profiles for remote PC and Laptop users MS Exchange Administration including verification of accounts and limits for Inbox and attachments. Provided end user support of WinNT, Win9X, Netscape, MSOffice 97/2000, and Internet ExplorerTroubleshot MS Office Suite 97/2000 including configuring of Word and Excel, primarily document and settings issuesAdministration support for Power Point and MS Access. Performed remote maintenance on workstations using LANDesk. Provided day-to-day customer support for the thingamajob.com web site.

Used network management tools (Tivoli, Site scope, HP open view, Sun network management, Cisco works 2000 or; ). Generated reports via (Tivoli, Site scope, HP open view, Sun network management, Cisco works 2000 or net manager)Ability to start all operations tools and verifies event status of a device that is down hard and provides the type of outage using the tools. Provided communications to define event type using network management tools Created tickets with TSD Perform LANDesk database cleanup and checked Norton for virus pattern updates provided clear and effective communications verbally and written.

Hanover, Maryland- Ranked #1 in the industry by IT Services Business Report for ten consecutive years, TEKsystems is a flagship company of Allegis Group, a $5.6 billion enterprise with positive annual growth since its foundingManipulated database tables and data through Oracle8 and SQL*Plus Created scripts using Oracle through SQL*Plus Troubleshot and maintained IBM workstations Initiated payroll processes through PeopleSoft 7.06 HR and FS modules Troubleshot and escalated processing issues via telephone and e-mail with developers and supervisors Developed and designed reports in Microsoft Word and Excel, created scripts using Oracle through SQL*Plus Maintained support for a 24/7 Production Support Hotline, acting as first point of contact into IT for any Production Support Business Processing issues Ran regularly scheduled and ad-hoc business processes and downstream tasks Enterprise Console Management Operator

Tracked, monitored and reported the time and expenses accrued from Technicians in the field working on the Wal-Mart Vision Center project to ensure TEKsystems/Managed Services stayed within their budget. Troubleshot approximately 70-100 calls a day from 128 technicians in the field experiencing difficulty installing and setting up the cable/computer equipment (monitors, printers, thin clients, scanners, servers, Etc.).Helped them identify and activate the correct switches and ports to use within approximately 1200 stores. Also, help them verify bad cables, equipment, ports, switches, etc. Responsible for Level 1-2 support for the company's internal clients Network support, including Log-In issues, NT4.0 Domain Controller issues, username and password issues. Workstation configuration, including Profiles, Video Card issues, Installing Printers, Fax machines, Drivers, etc User account creation and maintenance, including Roaming Profiles for remote PC and Laptop users including verification of accounts and limits for Inbox and attachments. Provided end user support of WinNT, Win9X, Netscape, MSOffice 97/2000, and Internet ExplorerCERTIFICATIONNationally Certified as a Trainer through Langevin Learning Services, Canada

Bs; Mba, Business Administration; Business Management

Aa Business Management, Business And Construction Management

Associate Of Arts, Business Management

Master Of Theology, Theology/Theological Studies

Doctor Of Theology - Phd