Douglas Beaver has over 10 years of experience in management roles in IT operations, including 6 years leading service desk and change/release management teams. He holds a Bachelor's degree in Business Administration and has skills in IT service management tools, reporting, training, documentation, and SharePoint. His experience includes roles as an IT change and release manager and IT helpdesk/service desk supervisor.

1. Douglas Beaver
158 Inglewood Drive, Rochester, NY | C: 585-353-1286 | DouglasCBeaver@gmail.com
Summary
· Exceptional leader with over 10 years of supervisory and managerialexperience in a diverse range of fields including
food service, sales management,and Information Technology. This includes the previous 6 years in Information
Technology Operations leading Service Desk and Change/Release Management teams.
Education
BACHELORS OF SCIENCE | 1999 | STATE UNIVERSITY OF NEW YORK BROCKPORT
· Major: Business Administration
· Minor: Marketing
Skills & Abilities
· MS Office
· IT Service Management tools (Track-It, BMC Remedy, BMC ITSM 8.0)
· Reporting
· Staffing/recruiting and scheduling
· Training
· ITIL (non-certified)
· Documentation (Training,process and policy)
· SharePoint
Experience
ENTERPRISE IT CHANGE AND RELEASE MANAGER | EARTHLINK, INC. | ROCHESTER, NY | 07/2012 – 04/2015
· Provided leadership in the development, implementation and governance of the processes, utilizing Information
Technology Infrastructure Library (ITIL) best practices.
· Oversaw and facilitated Change Advisory Boards.
· Daily reviews of change and release requests including maintaining the change and release calendars and schedules.
· Continuous review and improvement of Change Management processes and tools.
· Responsible for the successful delivery of full-service end to end change processing.
· Developed effective communications with business representatives to ensure processes and procedures meet current
and future requirements.
· Ensured adherence to established policies and procedures to create repeatable and predictable results.
· Managed the release process end-to-end,from the planning of release content through to handoff of the actual release
deployment to production.
· Planning,developing, coordinating and leading software release activities with application development and support
teams beginning early in the software development life cycle.
· Acted as the gatekeeper in facilitating all entry/exit criteria and process checkpoints.
· Communicated release status and product risk and mitigation plans with senior management.
· Responsible for managing all major releases, minor releases, hotfix and patch releases.

2. · Responsible for maturing the release management function, processes and procedures.
· Worked across teams to prioritize and scope scheduled releases.
· Collaborated with development resources to monitor and track release risks and issues.
· Coordinated and communicated release activities across internalgroups.
· Identified and maintained release artifacts such as battle plans, status reports, impediment lists and post-
implementation documentation.
· Worked collaboratively and effectively with all levels of management and staff within the organization.
· Responsible for maintaining appropriate staffing levels.
· Part of an operations team that implemented a new ITSM suite for ticketing. Primary responsibilities included approval
mapping,developing service catalog, SLAs, reporting and providing training to end users and approvers.
IT HELPDESK/SERVICE DESK SUPERVISOR | ONE COMMUNICATIONS/EARTHLINK, INC. | ROCHESTER, NY |
01/2009 – 07/2012
· Worked collaboratively and effectively in a leadership capacity with multiple teams comprised of both internalonshore
resources and outsourced offshore resources.
· Acted as escalation support for major issues as well as for issues/projects that may have fallen outside the scope of the
technicians.
· Developed, implemented and maintained policies, processes and procedures for the delivery of first rate service desk
resolution.
· Daily reporting on all metrics pertaining to running a first rate service desk.
· Provided communication to all facets of the business, including stakeholders and senior management on known issues,
work-a rounds and changes.
· Responsible for maintaining appropriate levels of staffing.
· Developed a training curriculum and provided required access and training to new help deskemployees.
· Responsible for overseeing the Change Management process including using the ITSM system to track approvals,
chairing CAB, scheduling and reporting.
· Helped to implement a new ticketing system including the service catalog for service desk and change management,
continued to support/administer the newsystem after implementation.
IT HELPDESK TECHNICIAN | ONE COMMUNICATIONS | ROCHESTER, NY | 06/2007 – 01/2009
· Provide Level 1 technical support for end users using telephone,end user created work orders, email and direct contact.
· Supply remote assistance for users in remote offices that have no on-site support using various remote access tools.
· Strive to resolve issues within allotted Service Level established for Help Deskusing knowledge of both proprietary
applications as well as numerous third party vendor software.
· Work closely with direct management and other IT resources to escalate and resolve issues that the Help Desk may not
have been equipped toresolve.
· Knowledgeable of the daily administrative tasks of current IT Help Desk supervisor such as reporting, Track-It
administration tasks, process control and implementation.
NETWORK ADMINISTRATOR/DESKTOP SUPPORT/INTERNAL TELECOM | CONCENTRIX | ROCHESTER, NY
| 02/2004 – 06/2007
· Managed LAN with 22 servers running a mixed environment of server platforms: 14 Windows Server 2000,5 Windows
Server 2003,3 NT4.
· Provided desk side support for 300 PCs with Windows 9x,2000 and XP operating systems.
· Analyzed network for performance bottlenecks. Reconfigured patch panel,hubs and switches for better performance.
· Maintained company e-mail system on Lotus Notes platform.
· Installed and configured companywide anti-virus system using Norton Symantec.
· Worked closely with in house programming staff to deploy newapplications company wide.

3. · Provided training for employees on company software packages.
· Created and implemented a plan to update computer system’s company wide. Researched and purchased newsystems
and installed according to plan.