Expertise:
Software solutions systems; IT training; Desktop technical support; Project management
Favorite Business Publication:
PC World
Education Degrees:
Master of Arts in Secondary Education, Bowie State University (1994)
Affiliations Awards:
Help Desk Institute; CIO Executive Council; Alpha Kappa Alpha Sorority, Inc.
Throughout the duration of your career, what was the one highlight that stood out the most?:
The most recent highlight of her career was implementing a change to the telecommunication process at DC Water that will save the organization $100,000 a year.
Charity:
Maryland Chapter, Democratic National Committee; NAACP
Number Of Years In Profession:
15
Number Of Years In Current Position:
4
What Does He/She Attribute Success To:
She attributes her success to persistence and being goal oriented.
Why did you become involved in your profession or industry?:
She became involved in her profession due to her enjoyment of providing customer service skills with technical expertise.
Extended Bio Profile:
Ms. Jackson-Brockett is the help desk supervisor for the District of Columbia Water and Sewer Authority (DC Water). She manages the daily operations of the help desk; provides customer service; facilitates communication with affiliated offices of services for enforcement of appropriate compliance and regulatory codes and protocols for problem-solving strategies; and utilizes quality assurance standards for technical related problem-solving in conjunction with implementation of governmental compliance guidelines. She also provides technical training, mentoring for IT interns, and technical documentation for DC Water. While at DC Water, Ms. Jackson-Brockett has improved the functionality of the help desk and works with the various departments to improve the levels of IT support. The staff she manages consists of full time employees, contractors, and interns. As a team, the DC Water help desk processes and resolves thousands of telephone calls, online requests, work orders, e-mails and walk-in requests within the stated service level agreements. Prior to her contracted appointment to this role in March 2007, Ms. Jackson-Brockett was the help desk manager for Prince George’s County Public Schools, responsible for managing the school system help desk. Prior to the school system work, Ms. Jackson-Brockett was the contracted help desk manager for the U.S. Mint. She happily joined DC Water as a full-time employee in February 2011.
“Through my 13 years of IT Management experience, I have found that everyone has a role in providing success to the team and to the company,” she said.
Mrs. Jackson-Brockett holds an associate of arts degree, a bachelor of science degree, and a master of arts degree. In addition, she holds various certifications that include MCP, CNA, and CET. She is affiliated with the Maryland Chapter of the Democratic National Committee, the NAACP, the Help Desk Institute, and Alpha Kappa Alpha Sorority, Inc.
Position Responsibilities and Duties:
Managing daily operations; Providing customer service; Facilitating communication with affiliated offices of services for enforcement of appropriate compliance and regulatory codes and protocols; Utilizing quality assurance standards for technical related problem-solving in conjunction with the implementation of governmental compliance guidelines
Education Certifications:
MCP; CNA; CET
Where Will You Be In 5 Years:
In five years, Ms. Jackson-Brockett expects to be a deputy chief information officer.