Brian Beasley Email & Phone Number

Washington, Dc, Us

Washington D.C. Metro Area

Daily operational management of Help Desk professionals on issues including Incident Management, Customer Support, Training, and Web Application SupportManage and plan $2M+ operating budget, adhering to organizational policy and budget cycles.Works with departmental managers and project teams to organize and plan timely releases and appropriate of new products, services, and functionality.Compilation and distribution of monthly reports for executive level management Global resource management for incoming customer inquiries, projects, and administrativeNegotiate new contracts and contract renewals with platform software developers and contracted service vendors in the U.S. and abroad.Analyze Help Desk request volume to identify trends in system problems, resources, business and operational needs Coordinate appropriate staff communication to facilitate resolution.Develop and document systemic solutions for highly complex problems and business workflowsCreation and maintenance of knowledge base articles for internal/external readersAnalyze quality assurance and performance metrics for adherence to performance benchmarksFacilitate vendor management and communication to provide proactive solutions and business processesManage broadcast messages to internal/external clients and preserve associated mailing listsTrend analysis of group performance, request/interaction volume, and incident history

First level support of telephone equipment and pc hardware/business applications operating on an Nt platform as well as inventory analysis of telephone equipment and pc hardwareManagement of NT user profiles through password and user rights maintenance, installation of business applications to user profiles, management and distribution of phone system user identification logons and tracking of trouble issues in MS Access database

Reston, Va

Primary point of contact for escalations and daily events, (inclusively, scheduling and operations)Administered change management for the group's internal and external policy/proceduresAnalyzed ACD call statistics, contact resolution rates, Key Performance Indicators and ticket historyManaged broadcast messages to internal/external clients and preserved associated mailing listsDelegated and managed progress of supplemental projectsFormulated detailed Incident Reports for problem issues regarding serviceAssisted System Admins in resolving server conflict issues on NT 4.0 servers, server installation, configuration and administration in an enterprise environment, along with any networking, Database, and DNS issues that occurredMonitored Web servers and C&W Backbone using Site Scope, Netcool, and Red AlertFielded incoming internet web hosting requests via phone, email and live-chat web application

Assisted Help Desk with administration of Windows operating systems and hardware, mapping users to network resources, and user/group profile managementProvided account maintenance for Internet accountsActed as primary point of contact for escalations Managed and monitored ACD statistics and daily performanceManaged Cable & Wireless long distance accounts, which include additions and deletions of ANI's, Security codes, toll free numbers, and troubleshooting of long distance issues