Dear Reader,

My name is Shawn Beasley. I came to OTRS, as my first open source project, in 2004. In the mean time, I have done a service center implementation for the iITSM needs of the LH Systems Data Center for the Cargo Call Center network in the EUMA. We had a call center network consisiting of four CCs in three countries. After this project was done, and I had certified myself with the Linux Professional Institute – taking some hard learning knocks along the way – I moved on to more extensive work in researching and impleneting open-source tools for our business scenarios. In 2007, I officially moved to the OTRS project, and simultaneuosly to OTRS AG. I worked as a Senior Support Engineer and managed some key installations like, to name an example, the OTRS installation used by the Lufthansa and Wincor-Nixdorf.

After gaining more indepth experience, and working closely together with the core development team and professional cosulting team within OTRS AG, I have now moved on to play a vital roll in the management of our open-source community. I have taken this challenge because of my love for the product and the community surrounding it.

Additional Areas of Interest and Experience:

Network Topology and Monitoring

Network Security and Auditing

GGI Programming

Useabilitiy and interoperability of desktop system componets

Video / Music / Sreencast Authoring and Production