Angela Beasley

• Coordinated with cross-functional teams in the planning, execution, and delivery of Azure cloud-based projects, ensuring milestones were met on time and within budget.
◦ Managed project timelines and deliverables using tools like JIRA and Microsoft Project, ensuring efficient tracking of progress and resource allocation.
• Facilitated stakeholder communication by preparing regular status reports, coordinating meetings, and updating stakeholders on Azure migration and cloud deployment initiatives.
◦ Documented all stages of the project lifecycle, including project plans, resource allocation, and technical configurations, to ensure alignment with business goals and audit requirements.
◦ Designed and implemented a comprehensive physical server retirement process, ensuring secure data decommissioning, accurate inventory updates, and streamlined disposal practices to reduce costs and maintain compliance.
◦ Partnered with the development teams on scenarios, product tradeoffs, incremental value delivery.
• Conducted in-depth research to locate $500,000 worth of lost servers, identifying discrepancies in inventory records and billing systems, and successfully stopped ongoing charges for retired servers, saving significant organizational costs.
• Reviewed proposed new systems, networks, and networks software designs for potential security risks.
• Logged and tracked server retirement requests using ServiceNow, ensuring proper documentation, approval workflows, and timely execution of server decommissioning to maintain accurate asset management and compliance.

• Secured and upheld government security Public Trust Clearance.
• Assisted in the design and deployment of a scalable Azure data platform, improving data processing capabilities and enabling real-time business intelligence.
• Collaborated closely with senior engineers during solution evaluation phases, identifying three major workflow obstacles leading to excessive downtime; leveraged findings for continuous improvement initiatives enhancing operational efficiency.
• Provided Level support for Azure infrastructure, including virtual machines, networking, and storage solutions, ensuring minimal downtime and high customer satisfaction.
• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue; ensures customers stay informed as to the status/solution of their issue; utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Utilized ServiceNow to manage IT service requests, incidents, and change processes, ensuring efficient ticketing, timely issue resolution, and seamless workflow across teams.

• Managed a team of 12 AppleCare Advisors, ensuring the delivery of exceptional customer support aligned with Apple's high-quality standards and brand values.
• Conducted regular one-on-one sessions and team meetings to address performance, share feedback, and align on goals.
• Performed a detailed study of different performance indicators, such as Net Promoter Scores, first call resolution and case handling times, which helped to find underserved areas and surpass main indicators.
• Provided a working environment based on teaming, and responsibility, where coaching discussions and performance evaluations took place from time to time, for individual and team driving.
• Handled tough cases by setting up immediate lasting resolutions that at the same time maintain a high standard of service according to Apple.
• Facilitated training on new Apple products, updates, and troubleshooting techniques, ensuring the team was equipped to provide knowledgeable support to customers.
• Cooperated with other company departments, in which engineering and product teams are included, to come up with solutions for systemic issues that are causing customers to have a bad experience. . The regular hygiene checks of the company policy were backed up by the reports to show that all the policies were met at all times, and customers had the finest consistent service.
• Made important contributions to the introduction of new Apple products by training employees on the latest features and updates, as well as on how to perform various troubleshooting techniques, thereby ensuring a smooth customer experience.

• Monitored performance metrics throughout the conversion process, achieving a 15% improvement in post-migration system efficiency and user satisfaction.
◦ Oversaw data migration, system testing, and issue resolution, ensuring accuracy and compliance with organizational and regulatory standards.
• Provided training and guidance to team members, enhancing their technical expertise and preparedness for the new platform environment.
◦ Delivered regular status updates to senior leadership, addressing risks and implementing mitigation strategies to ensure project success.
• Administered IT service management processes using ServiceNow, leveraging ITIL best practices to oversee service requests, incident resolution, and change management workflows. Ensured efficient ticket processing, timely resolution of issues, and seamless collaboration across cross-functional teams to uphold service level agreements (SLAs).
• Directed a team of 20 Treasury Support Analysts in the successful conversion from Wachovia business platforms to Wells Fargo business platforms, ensuring seamless migration of critical treasury operations.

• Deployed and configured new servers and rebuilt existing ones, ensuring hardware, peripherals, services, and directories met operational and project-specific requirements.
◦ Planned and executed desktop and laptop upgrades, system migrations, and maintenance for environments running Windows XP, Windows 7, and Windows Server 2008.
• Provided end-user IT support and troubleshooting, ensuring seamless operations and high user satisfaction.
• Administered Active Directory, including user management, group policy objects (GPO), and network backup configurations to enhance system efficiency and data integrity.
• Managed the creation and configuration of user accounts, workstations, and access permissions in alignment with security policies.
• Monitored ticket queues to prioritize tasks effectively, assigning incidents based on urgency and resource availability to maintain operational efficiency.
• Documented detailed resolutions and updates within ServiceNow, creating a comprehensive knowledge base for future issue resolution and process optimization.
• Used ServiceNow to manage and track IT service requests, incidents, and change management processes, ensuring timely resolution and alignment with Service Level Agreements (SLAs).