Brook Jenkins

Experience

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  Falcon Microsystems

  Jan 1989 - Jan 1992

  Systems Analyst II, VAX & TOLAS Administrator

  Imaging Specialist - installed Optix imaging system and performed A/UX system admin duties, wrote SQL reports, trained users on the imaging system.Systems Analyst - performed systems requirements and analysis duties for the Order Management, Collections and Customer Support departments. Developed report specs and wrote reports using Natural and SQL. Wrote interface maps using Natural. Developed specs and modified the TOLAS system. Performed as Natural System Administrator for the IT Department.System Administrator - VAX cluster administrator. Responsible for access and security of the VAX cluster. Responsible for system performance, system tuning, backups and defragmentation and other operational activities. Trained IT staff to use VAX DCL commands. Developed and taught employees to access and use the Financial & Distribution systems running on the VAX cluster. Show less

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  Computing Analysis Corporation

  Jan 1992 - Jan 1993

  Sr. Systems Analyst

  Novell Network System Administrator - responsible for all aspects of administering the Novell network. Proposal Coordinator - prepared responses to RFP's related to Corporate activity.Help Desk/Training - provided support to all Corporate PC and MAC hardware and software issues.Research and evaluate new hardware and software products.

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  Brown& Williamson Tobacco

  Jul 1993 - Oct 1995

  Sr. Messaging Engineer

  Deployed, supported and trained over 3000 employees and select distributors to use cc:mail and Lotus Notes. Supported 50+ cc:Mail servers in a Novell environment.

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  Brown-Forman Corporation

  Jan 1997 - Jan 2001

  Manager Technical Effectiveness

  Managed 4 member team responsible for 24 x 7 technology support of over 350 Sales & Marketing employees in the North American Spirits Company. Perfomed as Project Manager on the deployment of all new technologies to include Palm Pilot, Blackberry, DSL, Windows and Office, expense reporting system, AC Nielsen, RAPTOR. Researched, selected, deployed and supported technology unique to the Spirits Field Sales Force.Created and conducted customized technology training for 350 field sales staff. Show less

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  Brown-Forman

  Jun 2002 - Oct 2007

  Senior Desktop Integration Engineer

  Key member of over 100 project teams ensuring successful implementation or system upgrade in the areas of desktop management, Help Desk, user acceptance and end-user training and Go-live support. Projects included SAP upgrades, Performance Management, Help Desk outsourcing, Mapping tools, iPass, LMS roll-out, RAD integration, Travel & Expense, facility moves, SOX audits, COGNOS upgrade.

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  Brown-Forman Corporation

  Jan 2005 - Jan 2007

  Senior Training Analyst

  Created, delivered and evaluated technology training to over 3000 employees world-wide in support of new system deployments and upgrades. Systems included AC Nielsen, Digital Asset Management, Outlook 2007, Office 2007, WebEx, Necho, Bomgar, Remedy,SAP.

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  Papa Johns

  Oct 2007 - Oct 2010

  Senior Manager Technology Operations

  Directed a 10 member IT team charged with providing server infrastructure, help desk, security administration and managed desktop support for Corporate employees and Franchisees.Dramatically improved field operations staff process and data work flow through developing and delivering customized computer training.Elevated the Help Desk status to "top of mind" within all business units by implementing first call resolution processes, service level agreements, new imaging techniques and on-call rotations resulting in exceptional service and support.Stabilized the VMWare infrastructure resulting in 99.9% uptime of over 300 Intel Servers.Established a User Access Request process that eliminated audit issues with account creation, maintenance and termination. Show less

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  HDI - Kentuckiana Support Forum Local chapter

  Jan 2008 - Apr 2010

  VP Memberships

  I was a founding member of the Kentuckiana Support Forum, established in January 2008. The mission of KSF is to: * Provide opportunities to openly share ideas, best practices and lessons learned * Promote personal development leveraging industry experts and information sharing* Provide an active forum for ALL technology support professionals to collaborate and represent the support industry at large in the Kentuckiana area

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  Sullivan University

  Jan 2008 - Jun 2010

  Adjunct Faculty

  IT Academy:Taught IT Skills Essentials for preparation to take the Help Desk Analyst certification test.Taught ITIL Processes for preparation to take the ITIL V3 Foundations certification test.Computer and Information Technology Program:Systems Analysis and Design (Undergraduate)Management Information Systems (Graduate)IT Project Management (Undergraduate)

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  Bellarmine University

  Jan 2010 - Aug 2011

  Adjunct Faculty

  Developed and conducted the Business Communications course in the Masters in Applied Information Technology program at Bellarmine University.

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  Trilogy Health Services, LLC

  Oct 2010 - Jul 2011

  Director of Information Technology

  Directed the implementation, upgrade, maintenance and administration of the technology infrastructure and applications supporting 68 senior living campuses, caring for 6000+ residents throughout the Midwest.• Hired, trained, and coached 10 team members in the areas of customer service, security, network engineering, infrastructure administration and application development support.• Managed Operating Budget ~ 2M and Capital Budget of ~ 1.5M• Developed Short and Long Term Technology Refresh Plans to improve technology services to the Campuses. Plans resulted in large, strategic, cross-functional projects in the areas of: Clinical and Financial system upgrades  Corporate-wide network upgrade  500+ PC refresh  Wireless installation @ 68 Campuses  Windows 7 & Office 2010 deployment  Citrix upgrade & server consolidation  Exchange 2010 Migration  SAN installation and consolidation• Establish first Change Control Board and implemented Change Management, Inventory Management and Knowledge Management.• Established Social Media Policy and Bring Your Own Device Policy.• Reduced downtime of 150+ Intel servers by 60% implementing ITIL Service Management best practices. • Reduced open ticket queue by 50% using effective help desk processes and imaging techniques. • Planned and directed PC refresh and CISCO network upgrades at 68 campuses which dramatically improved system performance and network connectivity of over 1600 health care staff using Citrix to access clinical, financial and desktop applications.• Established IT Steering Committee to assist with the prioritization of technology projects most beneficial and strategic to the company. Show less

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  Dell Services

  Dec 2011 - Jul 2012

  Desktop Support Manager at Jewish Hospital & St. Mary's Health Systems

  Directed a 26-member team supporting 6000+ devices/10,000+ users in a Hospital/Health Care setting.• Exceeded the 98% SLA for Incident resolution of all severity levels and Request commit times through process improvements in device imaging, issue troubleshooting and purchasing efficiencies.• Key member of every IT Project team impacting the end user or the desktop. Influenced internal software developers and infrastructure teams, external vendors, project managers and business users regarding desktop policies, best practices, change, knowledge, incident and problem management. • Key member of Change Control and Configuration Control Boards - responsible for evaluating and approving changes impacting the Desktop and Applications which would affect Patient Care.• Exceeded the 99% SLA for device compliance of Anti-virus, Encryption and SCCM levels.• Increased the weekly device refresh quota from 23 to 56 devices – exceeding the yearly goal of 2000 devices.• Reduced the daily Incident Queue from 165 tickets to 65 and the Request Queue from 180 to 75 Requests. • Reduced disk encryption times by 50% by upgrading devices to Symantec EndPoint Encryption.• Planned, tested and managed the upgrade to IE7 for 6000 devices and Sentillion Single-sign-on for 1200 devices Show less

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  QSR Automations

  Aug 2012 - Oct 2013

  Directed 4 Professional Teams: Implementation & Installation, Training, Enterprise Support and Technical Support• Exceed Customer expectations for Implementation and Support using Project Management, ITIL and talent based techniques, adapting to Customer changes on a daily basis. • Established procedures for issue escalation to Development and Sales Support. • Managed Incident, Problem and Change Management across all teams.• Established processes for generating Knowledge Management Articles to support consistent and repeatable Implementations.• Provide weekly status reports on Implementations, Ticket Resolution, Problems and Escalations to Development.• Interfaced with QA and Development on the acceptance and release of new products. Show less

  • Manager Professional Services

    May 2013 - Oct 2013

  • Help Desk Manager

    Aug 2012 - May 2013
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  Louisville MSD

  Nov 2013 - Aug 2017

  Managed 22 team members across the Sewer District and the Louisville Water Company. Carried forth the Mayor’s desire for One Water Services across the Sewer and Water company. Implemented technology projects & processes across two different organizations to save money, improve customer support and identify opportunities for new income streams. Responsible for 550+ Windows servers, 200 Unix/Linux servers, Cisco Network connected with ASE across 12 sites. Managed Oracle DBA's supporting SAP, LOJIC and Hansen, ESRI ArcGIS and custom applications. Managed 2 separate Help Desks supporting over 1200 employees/2000 devices. Managed Security Administration across both companies.Created & managed both capital and operating IT Budgets;Extensive Vendor Management;Provided IT strategy for the business unitsEstablished a OneWater Disaster Recovery site with shared hardware between MSD & Louisville Water Company. Show less Managed 10 team members responsible for Windows Servers Administration, DBA’s, Network Engineers, Security Administrator, Backup/Recovery Administrator. * Responsible for over 350+ Windows servers (mostly VMWare) including 2 Citrix Farms and VDI. * Managed 50+ Cisco switches & firewalls and Kemp Load Balancers connected with Metro-E between 8 remote sites. * Managed the Oracle DBA's supporting SAP, LOJIC (ESRI ArcGIS), Hansen and custom applications. • Responsible for overall IT Security to include Audit mitigation as well as company IT Security Training• Responsible for Active Directory upgrade and operation, Office365, and SharePoint farms • Deployed SCCM to support monthly Server and Device patching as well as asset management/lifecycle• Responsible for Anti-virus protection and corporate-wide “follow me” Print solution• Established Change Control Board and instituted weekly Change Control processes• Responsible for Netmotion remote access upgrade, Mobile Device Management and FTP servers• Managed CBTS for the 24 X 7 monitoring of the MSD Network• Responsible for all voice and data circuits and billing cleanup at MSD• Handled IT Purchasing including operating budget of $4 million and capital budget of $7 million• Responsible for all Oracle and Microsoft license verification and true-ups• Established the Disaster Recovery site at the Cedar Creek Treatment Facility Show less Managed 7-member team responsible for over 350+ Windows servers (mostly VMWare) and large Citrix farm. Managed a Metro-E Network connecting 8 MSD remote sites using 3Com and Cisco hardware. Managed the Oracle DBA's supporting SAP, LOJIC, ArcGIS, Hansen and custom applications. Established MSD’s first Change Control Board and instituted weekly Change Control processes.Directed the following projects as the IT Project Manager for the OneWater Initiative• Meshed MSD network with Louisville Water Company network• Established shared network folders for the OneWater teams• Upgraded and reconfigured the TrackIT Help Desk Ticketing System• Established IT Monthly Metrics and provided monthly reports to MSD Management• Upgraded all MSD ESX hosts and replaced old physical Windows servers• Upgraded McAfee and established Ransomware triage & escalation processes Show less IT Project Manager responsible for the MOTOWN7 Project - "Move to Windows 7". Initiated project: Inventoried hardware, determined scope of work, established project budget including internal and external resources, received board approval to begin. Planned: Analyzed hardware used throughout MSD, researched and selected replacement hardware, Analyzed 900-+ applications used throughout MSD for Windows 7 Readiness, established processes for reinstall and testing on a Win7 PC and certification by SME, directed the creation of the PC image, worked with AD Administrators to establish new Group Policies. Executed: Scheduled the PC swaps, prepared MOTOWN7 communications for company-wide distribution, tracked Issues and Risks, managed the prep and disposal of old equipment, established procedures for Inventory Management using Track-IT! and Lansweeper.Monitored: Reported Project Status, documented maintenance processes for the Cradle to Grave management of the PCs in the environment, reviewed and coached Help Desk to resolve issues reported with new PCs, gathered end-user satisfaction feedback on their new PC, established procedures for inventory management. Show less

  • OneWater Technical Operations Manager and IT Project Manager

    Feb 2017 - Aug 2017

  • Technical Opeartions Manager & OneWater IT Project Manager

    Jul 2015 - Feb 2017

  • Interim Technical Operations Manager

    Jul 2014 - Jul 2015

  • IT Project Manager

    Nov 2013 - Jul 2015
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  Kentuckiana Project Management Institute

  Apr 2014 - Jul 2017

  Director of Education - Chapter Volunteer Position

  As Director of Education for the Kentuckiana Chapter of the Project Management Institute, I work to address the needs of the volunteers and members of the Chapter. KIPMI is dedicated to the improvement and advancement of Project Management. This is a Volunteer effort to support Local Project Managers. KIPMI Chapter Education Goals include:• Member Professional Development opportunities• Preparation and Maintenance of PMI Certifications• Soft skills development and training programs• Chapter created PMP credential review courses• Member Career Development• Educational Outreach to elementary, secondary and collegiate levels Show less

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  Flexential

  Feb 2018 - now

  As a Flexential Account Executive I help my customers leverage technology to solve their most challenging technology and business initiatives. Drawing from a portfolio of secure cloud solutions, cost-saving managed services, enterprise-class data centers and reliable network services, I am able to match my customer's needs with proven technology solutions supported by outstanding technical staff.With a fleet of 41 world-class data centers across 21 U.S. markets, we are positioned to handle any colocation need. We offer high-density power capabilities, a low-latency 100 Gbps national backbone, Edge and Local Edge connectivity, subsea connections to APAC and South America, and the best IP Bandwidth in the industry with DDoS protection included! We also offer Hybrid, Private and Public Cloud services. Our cloud platforms are VMWare Cloud certified, we offer vCenter access via Hosted Private Cloud and our cloud compute SLA is 99.999% availability. We have a talented team of certified Security professionals who provide a large portfolio of managed services. For more information about Flexential, please visit our web site at www.flexential.com. Show less As a Senior Customer Success Manager I am responsible for managing the day-to-day needs of Flexential customers and making sure they are happy! I help my customers maximize the value of their IT infrastructure investment and ensure they are successful in using our solutions. I support my customers through advocacy of their on-going needs, education around our services, and proactive communication to ensure we are planning together for their growth. Ultimately my goal is to help my customers achieve their business goals and strategic plans. By doing this, I help Flexential achieve high rates of retention, grow our customer base, and increase our NPS scores and customer referrals. I drive success by building long lasting customer relationships, reducing churn and increasing revenue through customer growth. I am responsible for:• Building and maintaining customer relationships• Collaborating with our internal teams to manage customer solutions• On-boarding new customers• Managing escalations and renewalsMy goal is to ensure all Flexential customers are happy. In essence, I am the Happiness Assurance Manager! Show less

  • Senior Account Executive

    Sept 2020 - now

  • Senior Customer Success Manager

    Feb 2018 - Sept 2020