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.

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.

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.

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.