Damon Brooks
Mooresville ,NC
Summary
Driving smooth transitions and system resilience across enterprise-scale IT environments. With 15+ years of experience leading Change, Incident, and Knowledge Management at major institutions like Bank of America and Kapitus, I specialize in building ITSM frameworks from the ground up, ensuring compliance, stakeholder alignment, and operational continuity. Known for a human-first approach to change, I bring structure, clarity, and calm to fast-paced tech environments.
Overview
26
26
years of professional experience
Work History
Incident Change Manager
Kapitus
Remote
06.2022 - 06.2025
Change Manager
Bank of America
Charlotte, NC
05.2019 - 06.2022
- Production Service Lead, Change Governance and Accountability
- Change Committee Advisory Chairperson
- Facilitated Committee meetings to assess and decide on High-Risk production changes across Consumer, Wealth Management, and Technology sectors.
- Manages all CSWTs teams to ensure compliance with Enterprise Change Management.
- Accountable for driving and assisting with adaptation of Change initiatives for our 5000 CSWT Change user community
- Accountable for activating sustainability efforts of new change initiatives as directed by enterprise change management, process change or executive change leaders
- Plan and Act to change initiatives that have not produced reliable and standardize change results
- Develop performance plans and transfer sustainability efforts to Change Executives and their change direct reports
Change Manager
ICONMA
New York
07.2018 - 05.2019
- Duke Energy Contingent Worker - Change Manager
- ICONMA - contractor for Duke Energy
- Managed all aspects of routine organizational change management efforts and internal operations communications for the EAM Portfolio Support Org. which supports all Business Units within Duke Energy:
- Transmission, Supply Chain, Customer Delivery, Vegetation Management, Gas Operations, Fossil-Hydro Operations, Fleet Ops
- Applied all facets of program/project change management practices utilizing consistent Change Management methodology and best practices including but not limited to:
- Stakeholder analysis, impact assessment, sponsorship planning, implementation and communication planning, resistance management, risk/issue management and integration coordination in conjunction with other related projects and programs
- Supported sustainability efforts for Business Unit development and implementation of strategic continuous service improvement program initiatives
- Through internal business process change, drafting and publishing of operational artifacts, knowledge transfer
- SharePoint Administration of team collaboration and project sites
- Establishing Knowledge management culture within the EAM Org.
- Provided a broad range of consultation and stakeholder engagement while preparing Change Management strategies for complex projects, processes and change initiatives.
Change Manager
Bank of America
Charlotte, North Carolina
08.2014 - 03.2018
- Change Manager, responsible for organizing and implementing change into the production environment with minimum to no impact or disruption to IT services offered.
- Organizing change meant developing a communication plan, which consisted of actionable change management tasks and plans that were communicated to the appropriate level of stakeholders and operators throughout the lifecycle of change.
- This included our change strategy for resistance management which focused on answering these three primary questions; “Why is this change happening?”, “What is the risk of not changing?”, “What’s in it for me (WIIFM)?”
- In addition, identifying risks, mitigating risks, resource planning, and conducting readiness assessments.
- This communication plan also consisted of repeating the key messages of a specific change to ensure maximum buy-in and establish a sound change culture.
- To enact this effort, I implemented the 30-15-7-1 day out stakeholder communication plan which was sent to all stakeholders, sister organizations or shared infrastructure teams, project management teams, service implementation and operator teams.
- Developed project roadmaps that highlighted major milestones and potential roadblocks from change initiation to implementation/integration of specific change. Worked with service design and transition engineers to develop training and coaching plans for our service operators.
- Conducted bimonthly to monthly (depending on change volume) Post action report meetings which covered best practices for successful change integrations and needed analysis on ways to improve our change procedures or methods.
- Wide ranging and risk adverse changes were also included in governance Change Advisory Board (CAB) calls for additional approvals which provided another level of communication and face to face walkthroughs.
- Created and provided virtual CAB meeting spaces on our SharePoints for nine different change teams/LOBs. This SharePoint role allowed me to become very proficient from Microsoft Suite standpoint.
Change Advisory Board (CAB) Manager
Bank of America
Charlotte, North Carolina
08.2010 - 08.2014
- In Production Services responsible for running the day-to-day operations within Change Management.
- A CAB Manager who facilitated meetings, maintained meeting minutes and member approvals, and CAB procedures and updates on our CAB SharePoint.
- As part of my scope of work was to identify possible production failure scenarios and facilitate the creation incident tickets, enhancements and/or problem tickets in system of Record and communicate effectively with development and internal business operations teams.
- Have designed and maintained a Bank of America SharePoint for Change Operations that averaged 55,000 + Page views yearly, with daily unique visitors that range from 5900 - 6700 users.
Network Operations Manager
T Mobile USA
Bloomfield, Connecticut
03.1999 - 04.2010
- Responsible for leading, coaching and developing our technical personnel who centrally maintained our Connecticut T - Mobile Wireless network.
- Managing my direct reports to achieve our main core objectives, which was to maintain a 99.9% availability of our statewide cellular network.
- This included system engineering of our Nortel and Ericsson Base Stations, Graphical User Interface (GUI) monitoring of remote Cell Towers
- Managing Work orders, service requests, and Incident Tickets via Remedy, our system of record
- In addition, I facilitated their career development activities and coached my direct reports to achieve greater individual performances against yearly, quarterly, monthly and weekly goals; which included multiple project life cycles simultaneously. In addition: see tech responsibilities listed above
- Troubleshoot complex technical issues in a fast-paced data center environment. Resolved incident tickets as quickly and thoroughly as possible. Performed Change Management on computer/server hardware and software rollouts. Worked through colocation and ISP customer issues and escalated to on-call or engineering support staff as necessary. Maintained a working knowledge of all products, processes and systems.
Education
Bachelor of Science - Applied Management
Grand Canyon University
Phoenix, AZ01.2016
Bachelor of Science - Electronics Engineering
ECPI
Virginia Beach, Virginia01.2013
Vocational/Technical Diploma - Computer Engineering
Baran Institute of Technology
Windsor Locks, Connecticut01.1998
Central Office Repair School
Army Institute of Technology
05.1997
Skills
- Change Management
- Incident Management
- Knowledge Management
- SharePoint Designer: Advanced
- Atlassian JIRA/Confluence: Advanced
- Microsoft Office: Expert
- BMC-Remedy System of Record: Advanced
- IBM-Maximo: Advanced
- CDL-B: Advanced
Hobbies and Interests
Fishing, Basketball, Gym, exercising, gaming
Timeline
Incident Change Manager
Kapitus
06.2022 - 06.2025
Change Manager
Bank of America
05.2019 - 06.2022
Change Manager
ICONMA
07.2018 - 05.2019
Change Manager
Bank of America
08.2014 - 03.2018
Change Advisory Board (CAB) Manager
Bank of America
08.2010 - 08.2014
Network Operations Manager
T Mobile USA
03.1999 - 04.2010
Bachelor of Science - Applied Management
Grand Canyon University
Bachelor of Science - Electronics Engineering
ECPI
Central Office Repair School
Army Institute of Technology
Vocational/Technical Diploma - Computer Engineering
Baran Institute of Technology