Analyst Profile

Jeffrey M. Brooks

Jeffrey M. Brooks

Managing VP

3 years at Gartner ,  17 years IT industry


Roles and Responsibilities

Jeffrey Brooks is a Managing Vice President in the IT Operations Management team of Gartner. His research focuses on IT service management, organizational maturity, process improvement, SLA management, IT service catalog, reporting and metrics, and business value dashboards. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align with the goals of the business. Mr. Brooks has also authored numerous publications, including co-authoring "The Help Desk Manager's Crash Course" (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.

Areas of Coverage

  • IT Operations

Background

Previous Experience

Prior to joining Gartner, Mr. Brooks spent five years at Peak 10, where he held the role of senior manager of Support Services within the service delivery organization, including managing a 24/365 support organization providing complex solutions to data center and managed services customer. He was also the director of Support Services, North and South America, for FormScape.

Professional Background

FormScape, Director of Support Services, North and South America, 3 years
HAHT Commerce, Support Team Lead, 2 years
Peak 10, Sr. Manager, Support Services, 5 years

Industry Awards/Accolades

Commendation by Contact Center World Top Performers Award, Best Contact Center Leader, 2009
Customer Service Manager of the Year, Stevie Award Finalist, 2010
HDI Manager of the Year, Nominee, 2010
HDI Southeast Region Officer of the Year, 2009
HDI Team Excellence Award, External Support, 2010
NCTA 21 Customer Service Company of the Year, 2009
Stevie Award, Customer Service Manager of the Year, 2011

Education

B.S., Biology, University of Miami, Coral Gables, Florida
M.B.A., University of Maryland, University College
M.S., Computer Information Systems, University of Phoenix, Phoenix, Arizona

Languages

English