S T E P H A N I E B R O O K S

919 Willow Run Phone: 770.465.7363Stone Mountain, GA 30088 Email: jssbrooks2015@gmail.com

PRO DU CT SUPP OR T ANA LYS TTop-performing Product Support professional credited with combining strong interpersonal customer service skills with product and technical knowledge to deliver substantial customer support in highly competitive business markets. Strong expertise in developing and training support teams in troubleshooting, problem solving and customer request management. Highly accomplished in building and maintaining customer relationships.

AREAS OF EXPERTISE

Certified Support Professional Special Projects SAP CRM Tracking System Employee Training SAGE Case Tracking System

PeopleSoft Vantive CRM Tracking System

Problem Resolution Technical Support

Avaya Phone System InContact Phone System Clinicals/Decision Support

Software

PROFESSIONAL EXPERIENCE

UNITED SOFTARE GROUP, DUBLIN, OH JULY – SEPTEMBER 2015HELP DESK ASSOCIATE First point of contact for customers with product and/or system related issues. Documented and responded to questions from customers, gathering detailed information required for Service

Order creation. Routed issues of concern to appropriate teams for resolution. Proactively monitored customers within their region, identifying at-risk customers via defined criteria. Partnered with McKesson Customer Support Advocates to create plans to provide effective customer problem

resolutions. Assisted new hire training to facilitate rapid onboarding of Help Desk Associates

MCKESSON, ALPHARETTA, GA 1986 – 2015CUSTOMER SUPPORT INTAKE ANALYST (2010 – 2015) First point of contact for customers with product and/or system related issues. Documented and responded to questions from customers, gathering detailed information required for Service

Order creation. Routed issues of concern to appropriate teams for resolution. Proactively monitored customers within their region, identifying at-risk customers via defined criteria. Partnered with Customer Support Advocates to create plans to provide effective customer problem resolutions. Lead new hire training to facilitate rapid onboarding of Customer Support Analysts.PRODUCT SUPPORT ANALYST (1990 – 2009) Used Certified Support Professional training and expertise to provide customers with application assistance and

consultation for assigned products. Conducted initial troubleshooting and identification of base software application defects. Queued to appropriate

support team for further quantification and submission to Research & Development. Documented progress, resolution and time spent on all customer activity in the SAGE case tracking system. Assisted in the development of other support employees through participation in education, training and

mentoring activities. Facilitated special projects and focus and design teams.SERVICE ASSOCIATE – SAN MATEO, CA (1986 – 1990) Provided product based customers with application assistance and consultation for assigned products. Converted product based customers to the latest product releases across the United States. Extensive travel

required.

Stephanie Brooks Page 2

YMCA OF METROPOLITAN ATLANTA, ATLANTA, GA 2005 – PRESENT

WATER AEROBICS INSTRUCTOR Instruct a moderate to high intensity fast paced cardiovascular workout that uses water as resistance. An

extended aerobic set and a strength training segment give a super workout in the water.

AMHERST ASSOCIATES, DALLAS, TX 1982 – 1986OFFICE MANAGER Managed 15-20 office administrative staff members. Maintained building Trendstar IT systems and coordinated the company's move to a new location in San Mateo,

CA (Merged with HBOC, now McKesson). Facilitated schedules and made arrangements for meetings. Processed expense reports and managed phone systems.