PHILLIP BROOKS
Tulsa,Oklahoma
Summary
Experienced and results-oriented IT professional with over 10 years of experience in managing, leading, and delivering IT services and solutions. Skilled in technical troubleshooting, incident resolution, quality control oversight, and hardware rollouts. Seeking a position in an established company to contribute to their mission of providing cutting-edge IT solutions and excellent customer service to their clients.
Overview
16
16
years of professional experience
Work History
Information Technology Business Analyst
Bank of Oklahoma
01.2022 - Current
- Utilize technical understanding of single application data flows across multiple systems, including software integrations, RDBMA principles, tiered and Cloud environments, using my project management skills
- Provide daily support for the operation of application systems by developing detailed test plans/scenarios and conducting program/integrated system tests
- Manage, organize, and efficiently control high-impact projects while providing consistent daily support for the dedicated Energy Team at BOKF in Oklahoma
- Work proactively in comprehensive analysis, design, planning, testing, and efficient deployment of systems software ranging from simple to complex
- Train user personnel on new or modified systems through preparation of training materials and one-on-one remote instruction
- Research problematic functions in current systems; develop specific input/output needs; propose efficient designs to meet these needs
- Provided business process modeling and project estimates for system and project enhancements
- Write up business requirements, thoroughly documenting customer expectations for projects
- Design, document, and deliver reports using writers or coordinating with the lines of business within the bank.
Information Technology Project Coordinator
Linde Engineering
10.2020 - 04.2021
- Optimized resource allocation by coordinating efforts of team members, third-party contractors, and consultants for successful project delivery
- Spearheaded IT projects from planning to execution, adhering to strict deadlines and budgets
- Defined clear project objectives ensuring alignment with overall business goals
- Maintained quality control throughout project lifecycle for superior outcomes.
It Helpdesk Manager
01.2018 - 10.2020
- Successfully rolled out over 2000 laptops in November 2019 as part of a work-from-home initiative, completing the task ahead of schedule by December 20th, 2019
- Orchestrated a team of Help Desk staff (levels 1-3) , guaranteeing customer satisfaction by efficiently identifying, prioritizing, and resolving incidents
- Executed IT projects within strict deadlines, adhering to budget limits
- This involved acquiring resources, coordinating teams, and overseeing quality control throughout project life cycles
- Managed multi-location teams across five different states that facilitated client worksite construction while providing onsite support as needed
- Implemented comprehensive policies and robust documentation methods to guarantee consistent service levels and swift problem resolutions
- Constructed dashboards using Manage Engine and Service Now applications to provide key performance indicators (KPIs) to upper management
- Managed IT projects involving hardware procurement and manufacturing internally and externally
- Provided support for escalated issues, supplementing helpdesk staff when resources depleted
- Conducted extensive VPN usage training for staff to enhance remote working skills
- Automated KPI reports for bi-weekly/monthly meetings with IT staff and management
- Directed vendors efficiently for seamless operations across multiple locations.
Service Desk Manager
Peak UpTime
07.2015 - 11.2017
- Ensured smooth installation, upkeep, and troubleshooting of Connectwise remote desktop software on all Peak Uptime client machines, overseeing functionality at 200+ sites
- Automated delivery of detailed Service Desk reports to senior management, highlighting performance metrics for Tier 1 and Network engineers, and third-party vendors
- Led a team of 5-7 support technicians, managing customer service tickets within the Service Delivery Organization and handling unique remote service desk contracts
- Acted diligently as primary support liaison for Nichols Brothers Inc., reinforcing strong, sustainable relationships between parent organization Peak Uptime
- Sustained existing technology solutions at customer sites through proficient use of the Connectwise managed services ticketing application
- Documented all processes and procedures in line with industry best practices standards, providing clarity for both personnel and customers
- Created and upheld customer SLAs; conducted bi-weekly meetings for consistent expectation fulfillment
- Delivered on-demand reports to service customers, boosting transparency and communication
- Executed real-time entry of time/expenses into ERP system for accurate billing services
- Advanced Connectwise application knowledge, also training junior staff when needed.
IS &T Specialist
Nichols Brothers
11.2011 - 07.2015
- Provided expert support for office apps like O365, SCADA, MS Office for MACs, Peachtree
- Delivered first to third-level support, prioritizing and resolving help requests for MAC desktops, Windows emulation software, HP printers, scanners, and plotters
- Spearheaded the rebuilding of a critical HP multifunction printer from scratch within three days using depreciated parts after delivery mishap
- Administered PBX including documentation creation, installation, and maintenance of VOIP and Analog Phones
- Monitored system status and user interfaces for high-availability systems, ensuring optimal performance
- Developed detailed documentation for company's tech solutions, systems processes & procedures
- Elevated complex issues to product specialists or network staff for effective resolution
- Fostered IT skills in interns through guidance/training on Excel, Access, Word, SCADA
- Introduced Central Tech's Moodle site for verifying staff's safety course completion
- Managed all Windows, Apple backup servers to ensure data safety, availability.
Senior IT Helpdesk Coordinator
Bassett Healthcare
10.2008 - 11.2011
- Spearheaded a team of 18, providing round-the-clock IT support for a hospital network, ensuring seamless operations and immediate resolution of complex issues
- Instituted rigorous monitoring and thorough documentation processes to efficiently manage system issues, prioritizing critical problems in the Bassett Helpdesk application
- Led oversight in staff scheduling, conflict resolution, Data Center security measures, IT tools testing, and departmental documentation production
- Ensured timely completion of batch jobs, reports, and other crucial data processing documents with precision for optimal operational efficiency
- Coordinated enterprise-wide downtimes by mobilizing appropriate resources and maintaining clear end-user communication to minimize disruptions
- Delivered office application product support via remote desktop connection or deskside assistance, enhancing user experience and productivity
- Escalated intricate desktop problems to relevant specialists or followed defined escalation procedures, guaranteeing swift problem-solving
- Monitored high availability systems and multiuser interfaces, while guiding and training less experienced staff for continuous improvement.
Systems Technician
Bassett Healthcare
09.2007 - 10.2008
- Delivered advanced support for desktops, laptops, handheld devices, ensuring optimal performance
- Demonstrated deep knowledge in client-side PC network connectivity, enhancing system efficiency
- Initiated basic tech support for front-end communication devices, improving user experience
- Leveraged PC configuration and repair expertise to effectively solve complex issues.
Education
Asc - Computer Information Systems
State of New York at Delhi
Delhi, New YorkBachelors - English
Baruch College
Bsc - Computer Science
DeVry Institute of Technology
01.2009
Skills
- Microsoft Windows Server
- Microsoft Exchange Server
- Microsoft Project
- Microsoft Visio
- VMware
- Citrix XenApp
- Citrix XenDesktop
- JIRA
- Adobe Creative Suite
- Microsoft SharePoint
- SQL Server
- ServiceNow
- ARIES
- PHDWin
- IOS
- Windows OS
- ConnectWise
- Cisco
- Zscaler
- Cloud Computing
- Agile Methodologies
- Change Management
- System Integration
- IT Resource Use
- Technical Analysis
- Technical Writing
Timeline
Information Technology Business Analyst
Bank of Oklahoma
01.2022 - Current
Information Technology Project Coordinator
Linde Engineering
10.2020 - 04.2021
It Helpdesk Manager
01.2018 - 10.2020
Service Desk Manager
Peak UpTime
07.2015 - 11.2017
IS &T Specialist
Nichols Brothers
11.2011 - 07.2015
Senior IT Helpdesk Coordinator
Bassett Healthcare
10.2008 - 11.2011
Systems Technician
Bassett Healthcare
09.2007 - 10.2008
Asc - Computer Information Systems
State of New York at Delhi
Bachelors - English
Baruch College
Bsc - Computer Science
DeVry Institute of Technology
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