PENNY L. BROOKS
Huntsville
Summary
Dedicated customer care specialist with a desire to become an IT specialist. Experienced in training junior staff on best practices in customer service and account management, fostering a culture of excellence and reliability. Results-driven Manager known for efficient task management. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Acct Manager
Field Force Inspections
03.2016 - 02.2025
- Customer Care specialist, ability to de-escalate customer concerns in order to provide solutions.
- Exceptional oral and written communication skillse.
- Assisted with program installations and credential recovery.
- Performed remote diagnostics and resolutions through phone, email and chat.
Wholesale Dept. Manager
Impression Bridal
08.2008 - 02.2015
- Trained new hires in customer service excellence and problem resolution.
- Managed relationships with numerous domestic and international partners.
- Managed user account access, configured network settings, and system maintenance tasks.
- Provided remote support for desktops, printers, and other misc. IT support tasks.
- Managed daily operations and workflow for department teams.
Education
Bachelors of Science - IT
University of Phoenix
04-2028
Cyber Security Certification -
University of Phoenix
03-2026
EXCEL Certification -
Coursea
01-2020
Skills
- Microsoft Office (Word, Excel, PowerPoint, 365, Outlook)
- Troubleshooting and diagnosis
- Wireshark
- VoIP
- Problem resolution
- Desktops, laptops, and mobile devices
- Staff management
- Proficient in Linux /Windows/ MAC OS
Certification
- Studying for the CompTIA Security+
- Studying for the CCNA
Summary Objective
Experienced in staff management and technical support, with a strong background in strategic planning and systems proficiency. Skilled in remote desktop services, network configuration, and application support, poised to leverage expertise in a Help Desk Support Specialist role. Ready to enhance team performance and deliver exceptional IT solutions.
Timeline
Senior Acct Manager
Field Force Inspections
03.2016 - 02.2025
Wholesale Dept. Manager
Impression Bridal
08.2008 - 02.2015
Bachelors of Science - IT
University of Phoenix
Cyber Security Certification -
University of Phoenix
EXCEL Certification -
Coursea