Analyst Profile

Jeff Brooks

Jeff Brooks

Practice Vice President

10 years at Gartner ,  24 years industry experience

Roles and Responsibilities

Jeffrey Brooks is the Practice Vice President for the Project & Portfolio Management group at Gartner. Mr. Brooks' teams focus research PMO transformation, metrics and value demonstration, as well as talent development and management. His personal expertise lies in IT service management, organizational maturity, process improvement, SLA management, IT service catalog, reporting and metrics, and business value dashboards.


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. He 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.

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


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



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