Maggie F Brown
@maggiefbrown
I lead IT service operations, resolving incidents and improving enterprise support outcomes.
United StatesWhat I'm looking for
At FEMA Disaster Operations, I keep IT systems ready for disaster response by conducting system checks, credentialing staff through ServiceNow and Azure AD, and supporting Windows, macOS, iOS, and iPadOS users.
I've led virtual service desk teams, eliminated a 100% incident backlog at the CDC NHSN Support Center, maintained SLA adherence, and built metrics, escalation paths, training, and knowledge resources that improve customer experience.
Experience
Work history, roles, and key accomplishments
IT Service Manager
FEMA
Feb 2023 - Present (3 years 8 months)
Conducts system checks to ensure IT readiness for disaster response and recovery. Credentials staff and Reservists using ServiceNow and Azure AD, provides end-to-end support for Windows and Apple devices, and resolves incidents to maintain user satisfaction.
Resolved complex issues across iOS, macOS, iPadOS, and watchOS using the CORE knowledge base. Worked independently in a virtual environment to enhance customer experience.
Supported operational testing of TSA screening systems, collecting and analyzing data. Conducted operator interviews and functional testing of TSA systems such as EDS, AIT, and CAT.
Help Desk Manager
CDC NHSN Support Center (Leidos/CACI)
Jul 2021 - Sep 2022 (1 year 2 months)
Led a team of seven End User Support Specialists in a fully virtual setting. Achieved 100% incident backlog reduction, maintained SLA adherence, created metrics, established escalation paths, managed user access control, and enhanced the knowledge base.
Retention Team Manager
RCH/APEX
Jan 2001 - Dec 2021 (20 years 11 months)
Led and coached teams, improved productivity, and enhanced customer relations.
Directed methods and procedures, managed vendor relationships, and led customer experience initiatives.
Provided enterprise wireless support, configured devices, and supported VPN and cellular networks.
Network Security Administration
GE Capital
Jan 1996 - Dec 2005 (9 years 11 months)
Managed end-user security profiles, performed audits, and supported Six Sigma projects.
Education
Degrees, certifications, and relevant coursework
DeVry University
Bachelor of Science, Telecommunications Management
Bachelor of Science in Telecommunications Management from DeVry University, completed in 2004.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Maggie?
You can contact Maggie and 90k+ other talented remote workers on Himalayas.
Message MaggieGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
