Jennifer Beacham
Acworth,GA
Summary
Exceptional Senior Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Help Desk Manager
Accenture Federal Services
04.2024 - 03.2026
- Oversaw Tier 2 Helpdesk operations for Veterans Administration ECFax
- Directed team efforts to resolve technical issues, enhancing service delivery efficiency.
- Developed comprehensive ServiceNow performance analytics dashboards and reports.
- Designed and implemented training materials to elevate staff knowledge and enhance operational capabilities.
- Oversaw delivery of IT production systems and services, ensuring operational efficiency.
- Managed infrastructure service management lifecycle, ensuring optimal client satisfaction while addressing potential service risks.
Technical Support Manager
CACI International
11.2023 - 04.2024
- Assisted in building and training a tier 2 support team for new timekeeping software for Department of Homeland Security. Addressed project delays caused by unrelated issues.
- Designed and implemented ServiceNow dashboards to enhance queue management and reporting efficiency.
- Orchestrated product go-live initiatives, ensuring extended support hours and comprehensive hypercare assistance.
- Crafted comprehensive technical runbook and training materials to enhance support team efficiency.
- Facilitated triage meetings to enhance collaboration between tier 2 and tier 3/development teams.
Senior Manager, Technical Support and Operations
Internap Network Services
04.2021 - 02.2023
- Achieved clarity in direction and scope for support and operations department through effective use of a matrixed organizational format. Delivered clear goals for global support KPIs. Overcame challenges associated with a 100% remote department to sustain operational efficiency.
- Synchronized support with ITIL standards and spearheaded project for change management implementation using ServiceNow platform.
- Oversaw asset inventory management utilizing CMDB and cultivated vendor relationships.
- Administered and optimized ServiceNow dashboards for enhanced support operations.
- Provided strategic mentorship to shift supervisors, fostering effective leadership within Tier 1 teams.
- Executed performance evaluations and recruitment processes to ensure optimal staffing levels.
- Facilitated escalated support communications for top 25 diamond tier customers, including radiology partners Hirez Studios and Unity.
- Directed reporting functions to provide executive leadership with critical insights.
Application Support Analyst II
Georgia Institute of Technology
09.2016 - 03.2021
- Spearheaded design and implementation of Office 365, Dropbox, GitHub, Sympa, Active Directory, Microsoft Azure, and Cisco IronPorts for the institute.
- Adapted to hybrid work environment, transitioning to fully remote operations.
- Engaged with cross-functional teams of developers, analysts, and project managers to streamline processes and improve service delivery using ITSM frameworks.
- Achieved seamless integration of systems at the institute by transitioning to an Azure platform. Improved automation and management capabilities, resulting in enhanced operational efficiency.
- Navigated and resolved delivery challenges within SaaS environment.
- Designed and implemented automation scripts and API integrations using PowerShell and Python, facilitating efficient data transfer between O365 Exchange, Cisco IronPorts, and the institute’s identity management systems.
- Spearheaded project to implement Dropbox Teams for enhanced collaboration within the institute.
- Managed GitHub Enterprise on-premises instance hosted on RHEL server to ensure optimal performance and security.
Education
Master of Science - Information Technology Management
Western Governors University
Salt Lake City, UT01.2020
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT07.2017
Skills
- Direct management of 100% remote teams
- Project Management and Change Management
- Major Incident Management & Root-cause analysis
- Troubleshooting and problem resolution for high-value clients
- Cross-functional collaboration with remote teams
- Documentation and reporting using Confluence and SharePoint
- Ticketing and queue management using ServiceNow, NetSuite and SalesForce
- Scripting, API integration, and automation using PowerShell
- Extensive experience with Linux including Linux and SUSE certifications Experience deploying LAMP stack
Certification
PMI: CAPM
CompTIA A+
CompTIA Network+
CompTIA Security+
CompTIA Project+
CompTIA Linux+
SUSE Certified Linux Administrator
LPIC-1: Linux Server Professional
MTA: Windows OS Fundamentals
MTA: Windows Server Administration Fundamentals
CIW Web Foundation Associate
Dell Certified Systems Expert
Timeline
Help Desk Manager
Accenture Federal Services
04.2024 - 03.2026
Technical Support Manager
CACI International
11.2023 - 04.2024
Senior Manager, Technical Support and Operations
Internap Network Services
04.2021 - 02.2023
Application Support Analyst II
Georgia Institute of Technology
09.2016 - 03.2021
Master of Science - Information Technology Management
Western Governors University
Bachelor of Science - Information Technology
Western Governors University