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Walter Beaver

@walterbeaver

I improve enterprise IT service delivery, access operations, and platform reliability through ITIL-driven support leadership.

United States

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What I'm looking for

I'm looking for an IT service delivery or support leadership role where I can improve platform stability, lead incident and change processes, mentor teams, strengthen access and compliance practices, and deliver measurable service improvements.

I've led enterprise IT service delivery at Group1001 Insurance, managing a nine-person service desk team supporting application, workstation, and hardware needs. I improved ticket resolution time by approximately 25% through workflow optimization, prioritization, and trend analysis.

At FedEx Services, I provided Tier 3 support for mission-critical sortation systems, Windows servers, and workstations across high-volume distribution centers. I led incident and problem management, investigated root causes, and coordinated production releases, upgrades, and vendor escalations to reduce downtime.

My access-operations experience at Anthem included provisioning users, managing RBAC access groups for more than 10 enterprise applications, administering Active Directory, and improving audit readiness through SOPs and ServiceNow documentation.

In my current contract support role with KSM, I manage identity, access, device configuration, incidents, and service requests across Microsoft 365, Entra ID, and Intune. I bring an ITIL-focused approach to SLA performance, service stability, stakeholder communication, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

IT Support (Contract)

Current

KSM (Katz, Sapper & Miller)

Jun 2026 - Present (2 months)

Support stability, availability, and performance of enterprise technology platforms, managing identity, access, and device configuration in Microsoft 365 Admin Center, Entra ID, and Microsoft Intune. Manage incident and service request workflows within the ITSM platform in alignment with SLAs.

Microsoft 365 Entra ID Microsoft Intune ITSM Incident Management Service Request Management Windows MacOS iOS

Service Desk Manager

Group1001 Insurance

Jan 2024 - Dec 2025 (1 year 11 months)

Served as central point of contact for IT service delivery, leading a team of 9 technicians supporting application, workstation, and hardware needs for enterprise users. Owned incident, problem, and change management processes and administered Entra ID and Microsoft Intune for user access management and device compliance.

ITIL Incident Management Problem Management Change Management SLA Management KPI Reporting ServiceNow Entra ID Microsoft Intune Team Leadership Vendor Management Root Cause Analysis Process Improvement

Technical Analyst (Tier 3 Support)

FedEx Services

Jan 2020 - Dec 2024 (4 years 11 months)

Provided Tier 3 support and led incident and problem management for mission-critical sortation systems, Windows servers, and workstations across high-volume distribution centers. Conducted root cause analysis using system logs and diagnostics, implementing corrective actions that reduced repeat incidents.

Tier 3 Support Incident Management Problem Management Root Cause Analysis Windows Server Change Management Vendor coordination

Security Analyst II

Anthem, Inc.

Jan 2017 - Dec 2020 (3 years 11 months)

Oversaw user provisioning, access group management, and access control processes for 10+ enterprise applications using RBAC methodologies. Administered Active Directory groups and resolved escalated identity/access issues across business units.

User Provisioning Access Management RBAC Active Directory ServiceNow Security Compliance SOP Development Identity Management