ANGELA BEASLEY
Birmingham,Alabama
Summary
Technical Project Manager with 10+ years of experience leading enterprise technology initiatives across healthcare, utilities, financial services, and regulated environments. Proven success managing integrated project plans, cross-functional teams, project governance, RAID processes, stakeholder communications, change management, system implementations, cloud migrations, and production deployments. Experienced in Agile and Waterfall methodologies with a strong background in executive reporting, risk mitigation, dependency management, cutover planning, operational readiness, and post-implementation support. Skilled at coordinating business, engineering, infrastructure, and vendor teams to deliver complex projects on time and within scope.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Optum, UnitedHealth Group
05.2025 - Current
- Streamline ticket backlog processes to improve operational efficiency and maintain timely resolution of 20–30 active cases.
- Coordinate cross-functional efforts across R&D, Technical Response, Systems Engineering, Production, Installation, and Sales teams to address customer needs, resolve complex issues, and support delivery objectives.
- Compile comprehensive incident logs, scope assessments, and technical documentation to support issue resolution, knowledge sharing, and operational accountability.
- Contribute to a fast-paced, highly collaborative environment by partnering with technical and business stakeholders to drive customer-focused outcomes.
- Troubleshoot and resolve issues within production CPACS cardiology systems, improving system uptime, performance, and end-user satisfaction.
- Support enterprise-class environments including Windows servers, Microsoft databases, storage platforms, and network infrastructure to ensure operational stability and reliability.
- Serve as the primary customer point of contact for escalated incidents, coordinating resources, managing communications, and driving issues through resolution.
- Maintain high levels of customer satisfaction through proactive communication, stakeholder engagement, and effective expectation management.
- Leverage Microsoft Copilot and AI-assisted technologies to improve technical documentation, incident analysis, knowledge management, operational reporting, and workflow efficiency.
- Document customer interactions, action items, deliverables, and resolution activities with precision to support accountability, audit readiness, and continuous improvement initiatives.
- Track incident trends, recurring issues, and operational risks while collaborating with engineering and support teams to identify corrective actions and long-term improvements.
- Facilitate coordination across multiple teams to remove blockers, manage dependencies, and support successful implementation of technical solutions.
IT Manager/IT Project Manager
Cornerstone Services, Inc
Birmingham, AL
01.2019 - 02.2025
- Managed IT operations, infrastructure, and technology services in regulated environments, maintaining 99.9% system uptime and 98% audit compliance.
- Led 25+ cross-functional IT projects and technology initiatives, achieving 95% on-time delivery across infrastructure upgrades, system implementations, and operational improvements.
- Directed project planning, resource allocation, risk management, and execution for 20+ projects annually, reducing implementation-related business disruptions by 30%.
- Oversaw system upgrades, testing, deployment, and operational readiness activities, maintaining 99.9% service availability and reducing end-user-impacting incidents by 25%.
- Managed project risks, issues, dependencies, and escalation processes, reducing risk exposure by 35% and improving project success rates to 96%.
- Developed executive reporting, operational dashboards, project documentation, and stakeholder communications, reducing decision-making delays by 20%.
- Coordinated change management, deployment planning, and infrastructure enhancement initiatives, supporting a 98% successful deployment rate.
- Served as primary escalation point for technical issues, project implementations, and stakeholder communications, improving satisfaction scores by 15% and reducing response times by 40%.
- Managed IT service delivery, SLA/OLA performance, ticket workflows, and support operations, achieving 97% SLA compliance and reducing resolution times by 35%.
- Administered Spiceworks incident management processes, including ticket prioritization, escalation, tracking, and reporting, reducing incident backlog by 30%.
- Managed vendor relationships and third-party service providers, reducing vendor-related resolution times by 25% through effective coordination and issue management.
- Conducted root cause analysis (RCA) and implemented corrective actions, improving system reliability by 20% and reducing repeat incidents by 40%.
- Authored and maintained 150+ knowledge base articles, SOPs, technical documentation, and support standards, reducing escalations by 20% and accelerating issue resolution by 15%.
- Maintained project, implementation, and customer support documentation, achieving a 98% completion rate for assigned action items and deliverables.
- Monitored team performance, project milestones, and deliverables while providing leadership updates, maintaining 95% schedule adherence.
- Prepared project plans, implementation schedules, and progress reports, increasing on-time milestone completion by 20%.
- Ensured compliance with IT governance, asset management, cybersecurity controls, and infrastructure standards, maintaining 100% asset accountability and 98% security compliance.
Technical Project Manager
Alabama Power Company
Birmingham, AL
01.2018 - 01.2019
- Coordinated cross-functional teams in the planning, execution, and delivery of Azure cloud initiatives, ensuring milestones dependencies, and deliverables remained aligned with project timelines.
- Managed integrated project schedules, resource allocation delivery milestones, and workstream dependencies using Jira and Microsoft Project to improve execution visibility and reducing schedule variance by approximately 20%.
- Facilitated weekly governance meetings, stakeholder reviews, and executive status reporting , RAID updates and leadership briefings on Azure migration, cloud deployments, delivery risk, and decision points, supporting faster decision- making and issue resolution.
- Documented full project lifecycles, including project plans, resource allocation, and technical configurations, decision logs, and audit ready implementation records, contributing to 97% audit compliance for managed initiatives.
- Designed and implemented a physical server retirement process, enabling secure data decommissioning, accurate inventory tracking, and cost-effective disposal practices that reduced retirement processing time by 25%.
- Partnered with development teams to evaluate technical scenarios, product trade-offs, sequencing impacts, and incremental delivery strategies, helping reduce implementation risks and improve delivery predictability.
- Conducted investigative analysis that recovered $500K in lost server assets, resolving discrepancies across inventory and billing systems and eliminating unnecessary costs.
- Analyzed network and software architectures to enhance security measures and reduce risks.
- Tracked server retirement requests through ServiceNow, ensuring proper documentation, approvals, and timely execution to maintain asset accuracy and compliance.
- Enabled timely implementations and production support by resolving offshore team dependencies and access constraints.
- Served as the primary onshore coordinator, aligning engineering, implementation, operations, and business stakeholders to support successful project delivery.
- Produced detailed executive status reports, RAID summaries, and analytical insights to support Project Management, Windows, and Infrastructure Integration teams improving leadership visibility into project health and risks.
- Oversaw support and subscription renewals across software licensing and hardware maintenance (Dell, Oracle, RHEL), ensuring uninterrupted service and compliance.
- Governed ServiceNow change management processes by reviewing and approving requests for accuracy, risk, and completeness dependency impact, and readiness contributing to a 91%+ successful change rate.
- Led issue tracking and resolution efforts by coordinating documentation, escalation paths, migration actions and stakeholder communication, reducing average issue resolution time by 10-15% and ensuring timely problem resolution.
- Partnered with project leadership to manage change requests, evaluate delivery impacts, and ensure alignment with approved project objectives.
Technical Product Support Lead
Veterans’ Health Administration
Tuscaloosa, AL
05.2014 - 01.2018
- Contributed to the design and deployment of a scalable Azure data platform supporting real-time business intelligence capabilities and improved enterprise data processing performance.
- Partnered with engineering teams during solution evaluations, identifying workflow inefficiencies that contributed to downtime and driving process improvements that enhanced operational performance and service reliability.
- Owned issue triage and resolution for cloud-based infrastructure supporting a nationwide user base, ensuring high system availability and improved end-user experience across Azure environments.
- Analyzed complex product issues spanning multiple integrated systems, engaging directly with users and stakeholders to identify root causes and deliver timely resolutions.
- Utilized ServiceNow to manage incidents, service requests, and change activities, improving workflow efficiency and ensuring consistent service delivery across teams.
- Reduced average incident resolution time by 25% through process optimization, improved troubleshooting workflows, and proactive identification of recurring issues.
- Supported and maintained enterprise systems, networks, security platforms, and application environments, ensuring stable and scalable operations across a portfolio of approximately 180 applications.
- Delivered product support for more than 1,200 users nationwide, gathering user feedback and operational insights that contributed to system enhancements and improved customer satisfaction.
- Supported clinical, administrative, and financial applications, ensuring operational continuity, issue prioritization, and alignment with business objectives.
- Tracked, prioritized, and managed incoming product issues through ServiceNow, improving visibility, accountability, and resolution timeliness.
- Collaborated with regulatory and policy teams to maintain compliance with federal standards and organizational requirements.
- Partnered with engineering, infrastructure, and business teams to coordinate issue resolution efforts, remove operational blockers, and support continuous service improvements.
AppleCare Team Manager
Apple
09.2012 - 05.2014
- Managed a team of 12 AppleCare Advisors, consistently delivering customer support aligned with Apple's service standards, customer experience objectives, and brand expectations.
- Conducted regular one-on-one coaching sessions, performance reviews, and team meetings to improve advisor effectiveness, strengthen engagement, and align individual performance with organizational goals.
- Analyzed key performance indicators (KPIs), including Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), and customer satisfaction metrics to identify improvement opportunities and drive operational performance.
- Developed performance improvement strategies based on KPI trends, contributing to sustained achievement of departmental service and quality objectives.
- Fostered a high-accountability team culture focused on coaching, continuous improvement, collaboration, and customer-centric service delivery.
- Managed escalated and high-impact customer cases, driving timely resolution while maintaining Apple’s standards for customer satisfaction and service quality.
- Facilitated training for new Apple products, software releases, troubleshooting methodologies, and customer service practices, improving team readiness and knowledge retention.
- Collaborated with Engineering, Product, and Operations teams to identify systemic customer issues, escalate recurring concerns, and support long-term service improvements.
- Maintained compliance with Apple operational policies, quality standards, and service procedures through regular performance reviews, quality monitoring, and process audits.
- Supported successful launches of new Apple products and services by training advisors on new features, support procedures, and troubleshooting workflows, helping ensure a seamless customer experience during rollout periods.
IT Service Desk Manager
Wachovia/Wells Fargo
Birmingham, AL
05.2011 - 05.2012
- Directed a team of 20 Treasury Support Analysts through the successful conversion from Wachovia business platforms to Wells Fargo business platforms, supporting seamless migration of critical treasury operations.
- Oversaw data migration, system testing, issue resolution, and post-conversion support activities, ensuring accuracy, operational continuity, and compliance with organizational and regulatory standards.
- Monitored performance metrics throughout the conversion process, achieving a 15% improvement in post-migration system efficiency and user satisfaction.
- Delivered regular project status updates to senior leadership, highlighting risks, issues, mitigation strategies, conversion progress, and operational readiness.
- Administered IT service management processes using ServiceNow and ITIL best practices to manage service requests, incidents, change workflows, SLA adherence, and cross-functional collaboration.
- Provided training, coaching, and guidance to team members, improving technical readiness and preparedness for the new platform environment.
- Built strong relationships with cross-functional teams, business stakeholders, and partner groups to support help desk optimization, automation strategies, and conversion success.
- Defined the Service Desk team’s non-support strategy and roadmap, functioning as the customer voice to partner teams and translating operational requirements into technical solution needs.
System Administrator II
IBM
Birmingham, AL
10.2010 - 05.2012
- Deployed, configured, and rebuilt Windows servers, ensuring hardware, peripherals, services, directories, and system configurations met operational and project-specific requirements.
- Planned and executed desktop, laptop, and system migration activities across Windows XP, Windows 7, and Windows Server 2008 environments, supporting enterprise modernization and lifecycle management efforts.
- Provided remote and desk-side technical support to 5,000+ AT&T employees across four business divisions, maintaining operational continuity and high user satisfaction.
- Administered Active Directory, including user provisioning, access permissions, group policy objects (GPOs), workstation configuration, and network backup settings to strengthen security and system reliability.
- Managed user accounts, workstations, and access controls in alignment with enterprise security policies, compliance standards, and least-privilege access practices.
- Monitored ticket queues, prioritized incidents by urgency and business impact, and assigned work based on resource availability to maintain SLA alignment and operational efficiency.
- Used ServiceNow to manage IT service requests, incidents, change activities, SLA tracking, and resolution documentation, improving visibility and accountability across support workflows.
- Documented detailed resolutions, technical updates, and recurring issue patterns in ServiceNow, contributing to knowledge base development and process improvement.
- Troubleshot complex Windows OS issues, including blue screens, user profile corruption, driver conflicts, BIOS updates, and workstation performance problems.
- Supported system maintenance, upgrades, migrations, and change activities while minimizing user disruption across enterprise environments.
IT Operations Manager/Project Coordinator
Barrister Global Network Services
09.2006 - 09.2010
- Led a team of 14 technicians supporting statewide IT deployment projects, achieving 95%+ on-time completion rates through coaching, performance management, and delivery oversight.
- Managed end-to-end delivery of hardware and systems deployment initiatives across Alabama, coordinating installations, configurations, decommissions, and transition activities for hundreds of enterprise devices annually.
- Directed project kickoff, scope definition, scheduling, resource allocation, risk management, and execution activities for multiple concurrent projects, consistently meeting delivery milestones and customer expectations.
- Executed full lifecycle delivery for large-scale system and software deployments, reducing implementation delays through proactive planning, stakeholder coordination, and structured transition-to-production processes.
- Developed and tracked operational KPIs, leveraging performance data to improve team productivity by 20% and increase project delivery efficiency across field operations.
- Implemented process improvements, workflow automation alerts, and standardized operating procedures that reduced ticket aging by 30% and improved resource utilization.
- Managed escalations involving employees, vendors, consultants, and customers, resolving critical issues within SLA targets and improving overall service delivery performance.
- Utilized BMC Remedy to manage incident queues, prioritize workloads, and coordinate resolutions, maintaining SLA compliance rates above 95% while minimizing business disruption.
- Coordinated with vendors and third-party consultants to support project execution, ensuring adherence to delivery schedules, quality standards, and contractual requirements.
- Maintained accountability for more than $750K+ in IT assets, achieving high inventory accuracy and ensuring deployment readiness across multiple project locations statewide.
- Delivered regular stakeholder communications, status reports, and executive updates, providing visibility into project progress, risks, dependencies, budgets, and key milestones.
- Onboarded and trained technicians, vendors, and field resources, reducing ramp-up time and improving consistency in project execution and service delivery.
- Supported Agile delivery practices through backlog management, sprint coordination, dependency tracking, and cross-functional collaboration, contributing to predictable project outcomes and continuous improvement initiatives.
Education
Associate of Applied Science - Computer Electronic and Engineering Technology
ITT Technical Institute
Birmingham, ALBachelor of Science - Data Network And Security
Liberty University
Lynchburg, VA03-2027
Skills
PROJECT & PROGRAM MANAGEMENT
Integrated Project Planning & Scheduling RAID Management
Risk Mitigation & Escalation Management Dependency Management
Project Governance & Executive Reporting
Stakeholder Management Cross-Functional Leadership
Change Control & Change Management
Resource Planning & Allocation Vendor Management
Cutover Planning & Hypercare Support
Operational Readiness
METHODOLOGIES & DELIVERY
Agile Scrum Waterfall
SDLC Management UAT Coordination
Production Deployments Implementation Planning
Process Improvement Root Cause Analysis (RCA)
SLA & OLA Management
TOOLS & PLATFORMS
Jira Confluence Microsoft Project
ServiceNow BMC Remedy Spiceworks
GitHub Microsoft Copilot
Microsoft Office Suite
PowerShell Bash Python Java
CLOUD, INFRASTRUCTURE & SYSTEMS
Microsoft Azure
Azure Active Directory / Microsoft Entra ID
Active Directory
Windows Server Administration
LAN/WAN Networking
TCP/IP DNS DHCP
IDS/IPS
Endpoint Encryption
Remote Access Technologies
COMPLIANCE & SECURITY
IT Risk Mitigation
Technical Documentation
Audit Readiness
Asset Management
GLBA PCI DSS SOX FFIEC
ISO 27001 NIST
HIPAA FERPA
Dodd-Frank Act
23 NYCRR 500
Certification
- Security Blue Team: Blue Team Junior Analyst Certified
- Management and Strategy Institute: Project Management Essentials Certified (PMEC)
- Fortinet: Fortinet Certified Associate – Cybersecurity
- SCRUM Study: Scrum Fundamentals Certified (SFC)
Timeline
Technical Support Analyst
Optum, UnitedHealth Group
05.2025 - Current
IT Manager/IT Project Manager
Cornerstone Services, Inc
01.2019 - 02.2025
Technical Project Manager
Alabama Power Company
01.2018 - 01.2019
Technical Product Support Lead
Veterans’ Health Administration
05.2014 - 01.2018
AppleCare Team Manager
Apple
09.2012 - 05.2014
IT Service Desk Manager
Wachovia/Wells Fargo
05.2011 - 05.2012
System Administrator II
IBM
10.2010 - 05.2012
IT Operations Manager/Project Coordinator
Barrister Global Network Services
09.2006 - 09.2010
Associate of Applied Science - Computer Electronic and Engineering Technology
ITT Technical Institute
Bachelor of Science - Data Network And Security
Liberty University