Whonne Beavers
Castle Rock,CO
Summary
Technical operations and infrastructure leader with 30 years of experience across hardware, software, and network environments. Proven track record of building and scaling operational frameworks that support distributed systems, field deployments, and mission-critical infrastructure with a focus on uptime, performance, and rapid incident response. Experienced in leading globally distributed technical teams and field engineers, translating complex engineering requirements into repeatable operational processes, and driving a shift from reactive troubleshooting to proactive, data-driven operations. Known for improving system reliability, reducing MTTR, and building scalable, high-performance technical operations in high-pressure environments.
Professional with strong background in technical support leadership. Proven ability to drive impactful results through strategic troubleshooting and customer service excellence. Known for fostering collaborative team environments and adapting to evolving challenges. Proficient in managing client relationships, implementing process improvements, and leading cross-functional teams effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Director of Technical Support
Reputation
01.2025 - Current
- Lead global technical support operations for a high-growth SaaS organization, driving operational transformation across multi-region teams (UK, IDC, US). Accountable for aligning Support with Product and Engineering to improve scalability, service consistency, and customer experience. Focus on establishing a KPI-driven performance culture and optimizing onboarding to accelerate regional productivity.
- Exceptional CSAT: Improved CSAT from 6.2 to 8.5 by enhancing support quality, communication standards, and organizational accountability.
- Operational Excellence: Reduced case backlog by 54% (1400 to 650) within 7 months through structured case management and workflow reengineering.
- Onboarding & Scalability: Accelerated new hire productivity by reducing the onboarding timeline from 8 months to 20 weeks.
- Global Model: Transitioned fragmented regional teams into a unified global 18/5 support model to improve coverage and responsiveness.
- Automation: Led Salesforce enhancement initiatives that eliminated manual work and improved data quality for increased agent efficiency.
Sr. Director of Technical Support
Single Digits
01.2020 - 01.2025
- Directed a large-scale global technical support organization (280+ employees) delivering 24/7/365 support for enterprise SaaS and network-based solutions. Responsible for end-to-end operations, including incident management, field services, and proactive service delivery. Optimized operational costs and increased efficiency through organizational restructuring and technology investments.
- Team Excellence: Led a global team of 280+ employees, increasing productivity by 20% and reducing attrition by 15%.
- Process Optimization: Reduced resolution time by 40% and increased first-call resolution by 68% through system and workflow improvements.
- AI & Automation: Deployed chatbot and automation solutions, reducing ticket volume by 40% while increasing CSAT by 25%.
- Risk Management: Reduced major incidents by 50% through improved incident management and proactive monitoring strategies.
- Cost Efficiency: Achieved 45% cost reduction through strategic outsourcing and workforce optimization.
Sr. Manager – Premier Technical Services
VMware
01.2016 - 01.2020
- Led enterprise-level (white glove) support for mission-critical healthcare and end-user computing environments in a 24/7/365 contact center. Partnered with executive stakeholders to manage critical escalations and ensure the consistent delivery of high-touch premium support. Focused on workforce strategies and performance management frameworks.
- Cultivated a culture of excellence in team development and coaching, maintaining customer satisfaction ratings consistently above 90% annually.
- Designated as the go-to authority in the Escalation War Room, managing high-pressure situations for executive leadership.
- Overhauled team support activities, resulting in a 15% improvement in overall operational efficiency.
Sr. Manager, Implementation
GTT
01.2014 - 01.2016
- Managed support and customer service operations for internal teams and outsourced partners in a complex multi-vendor environment. Led a distributed team of nearly 100 employees, focusing on organizational restructuring to support rapid growth and evolving business objectives.
- Spearheaded a transformative reorganization initiative within the support organization, cultivating a responsive, service-driven, and customer-focused environment.
- Pioneered a substantial increase in productivity by orchestrating the reengineering of critical processes and seamlessly integrating innovative technologies.
- Proactively identified and cultivated successful partnerships with new vendors, effectively doubling the capacity of the business.
- Led the charge in driving efficiency improvements and cost reductions through the implementation of strategic decisions and a comprehensive restructuring initiative.
Education
Master of Business Administration - Technology Management
University of Phoenix
01-2014
Bachelor of Science - Electrical Engineering
Prairie View A&M University
01-2000
Skills
- CRMs: Salesforce, Zendesk
- Tools: Jira, Asana, Confluence, Azure, Copilot
- Analytics: SQL, Tableau, PowerBI
- Integration: Zapier, APIs, GenAI
- Escalation management
- ITIL framework
- Staff development
- Incident management
- Training and mentoring
- SLA management
- Customer communications
- Remote support
- Customer support
- Team building
- Operations management
- Managing service level agreements
- Operations oversight
- Quality control guidelines
- Vendor relations
- Hardware support
- Policy development
- Customer de-escalation
- Business process improvement
- Service management
- Performance metrics
- Attention to detail
- Technical support coordination
Accomplishments
- ITIL/ITSM Expertise: Extensive experience developing and implementing change, incident, and problem management frameworks aligned with ITIL standards.
- Operational Leadership: Proven ability to lead NOC teams and Tier 1/2 support; ensuring proactive event monitoring, SLA adherence, and incident mitigation.
- Metrics-Driven Results: Skilled in defining KPIs, service levels, and continuous improvement strategies to enhance operational efficiency.
- Stakeholder Collaboration: Strong executive presence, partnering with C-suite leadership to align IT support goals with business objectives.
- Process Improvement: Demonstrated success in process optimization, CMDB management, and workflow automation to drive measurable outcomes.
Certification
- PMP (Project Management Professional)
- Six Sigma Green Belt
- ITIL Governance/Principles
- Knowledge Management Lifecycle
Timeline
Sr. Director of Technical Support
Reputation
01.2025 - Current
Sr. Director of Technical Support
Single Digits
01.2020 - 01.2025
Sr. Manager – Premier Technical Services
VMware
01.2016 - 01.2020
Sr. Manager, Implementation
GTT
01.2014 - 01.2016
Bachelor of Science - Electrical Engineering
Prairie View A&M University
Master of Business Administration - Technology Management
University of Phoenix