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Owen W Brown
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Owen W Brown

Problem Management Consultant
 
Bank of America

85138, United States

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About Owen W Brown

Owen W Brown - Professional Summary:

 

Owen W Brown is a Problem Management Consultant for Bank of America in Maricopa, AZ.

 

Owen W Brown - Professional Experience:

 

Consultant - Business Technology Integration; Enterprise Post Problem Management

Bank of America

April 2009 – Present

Owen is responsible for facilitating the review and analysis of interruptions of service post mortem. The result is defining and implementing corrective actions that identify and fix what caused the interruption. In addition, Owen facilitates the implementation of measures like monitoring, which shortens recovery times, and minimizes impact to our business.

 

Problem Management Analyst

Countrywide

August 2008 – April 2009 (9 months)

 

Supervisor - Application Support

Countrywide Financial

October 2006 – August 2008 (1 year 11 months)

Owen was responsible for providing second tier escalation support for enterprise level applications. His team reduced cost per escalation in each year during his tenure. Increased operating efficiencies significantly via cost-cutting initiatives including self-help, off shoring, and improved resource management. Directed the daily activities of a virtual team made up of stateside and offshore technical analysts thru a combination of situational leadership, coaching, and performance measurement.

 

Supervisor - Technical Trainer and Knowledge Administration

Countrywide Financial

June 2003 – October 2006 (3 years 5 months)

Owen spent a great deal of time engaged in classroom training. Over his tenure the role in this position grew much broader in scope. Responsible for partnering with Stakeholders and Senior Management to determine business requirements, identify and utilize subject matter experts to design, develop, write, publish and deliver new training programs. His team accomplished this without adding any significant operating costs by developing a standardized process for assessing needs and producing meaningful, measurable results. The primary goal of each program was to efficiently integrate associates into established work processes and ensure proficiency in their required skill-set. In addition, his team successfully matured existing training programs for support staff and reduced overall program costs by decreasing classroom time and speeding the learning cycle. They used a combination of web based and classroom training to deploy learning. They used comprehensive testing to ensure quality. In so doing, his team was able to reduce operational costs on projects including Remedy Service Desk, Remedy Asset Management, Customer Service, Performance Measurement, and Knowledge Management.

 

Applications Trainer

New Horizons Computer Learning Centers

July 2001 – June 2003 (2 years)

The primary function in this role was to facilitate a positive classroom based learning experience in order to drive sales. Trainers had the opportunity to work with both local and federal government, as well as with both small business and Fortune 500 companies. Along the way Owen received a national instructor ranking as well as the prestigious Microsoft Master Instructor certification.

 

Consultant - Technical Operations Trainer

Lennox

May 1999 – July 2001 (2 years 3 months)

As a principle trainer and functional project manager Owen’s team successfully deployed operations and accounting software to over fifty branch locations across the United States and Canada. The deployment increased profitability by providing greater visibility into overall management systems. It did this by successfully migrating branches from old out of date in-house systems and moving them onto our corporate standard.

 

Account Executive - Sales

LifeWay Christian Resources

May 1997 – May 1999 (2 years 1 month)

Owen set sales records in project sales and was promoted to small accounts. When sales increased dramatically in small local accounts, he was promoted to large nationwide accounts. This trend continued towards finding new and growing existing business relationships in large accounts, increasing sales by approximately thirty percent.

 

Owen W Brown - Education:

 

Western Kentucky University

BS, Marketing, Economics

1992 – 1997

 

Ezell Harding Christian High School

1990 – 1996

 

Fred J Page High School

1988 – 1990

 

Owen W Brown - Interests:

 

Owen lives in Maricopa, AZ with his wife Linda. In his free time he enjoys reading, watching television, playing video games, golf, swimming, riding his bicycle, the occasional jog, and hiking.

 

 

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