Jeff Norman

Experience

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  Wachovia Bank

  Mar 2002 - Jul 2003

  Technical Support Analyst

  • Primary Roles: Manage and oversee all daily operations of NS Deployment• Team. Provide, install, operate, and maintain all assigned equipment assigned to our team.• Maintained all windows operating systems, NOVELL clients, remote access to bank networks, lotus notes and Microsoft outlook express mail, and printing issues.• Provided support for all Microsoft applications, as well as numerous custom built software packages.• Worked with local users and managers to coordinate requirements, schedules, and resolve operational issues.• Managed the deployment of DNS or IP based printing to Windows 95, 98, NT, and 2000 desktops via operating system software or software utilities.• Provided direction, scheduling, and focus for the 16-member deployment team.• Upheld corporate business operations and security standards, while nurturing internal business relations between internal I.T. teams.• Provide customer first call resolution to various technical issues and appropriately enter all pertinent information into remedy ticket system. Show less

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  American Computer Services

  Aug 2003 - Mar 2005

  Customer Service Representative

  • Primary Roles: Served as Customer Service Representative, implementing and improving support strategies on NMCI project. • Encouraged leadership, teamwork, and open communication within the support team environment.• Provided superior on-site and remote technical expertise for over 10,000+ enterprise users.• Demonstrated mature and ‘service oriented’ support while solving an immense number of initial technical issues with the network migration.• Diffused client concerns while winning over skeptical ‘wait and see’ end users during the beginning of this historic project.• Provided superior customer and technical support, while exceeding company and command expectations. Show less

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  World IT Solutions (WITSLLC)

  Mar 2005 - Mar 2006

  Customer Service Representative

  • Primary Roles: Perform technical support responsibilities across multiple platforms and geographic locations. Provide end to end resolution of multiple sub-projects to meet customer• operational requirements.• Performed advanced support of desktop, laptop, peripheral, and LAN/WAN connectivity and communications equipment.• Continually exceeded performance benchmarks and received high performance ratings from the company and the customer.• Provide guidance and training to customers and less experienced service management personnel in resolving complex or unusual problems in an effort to constantly provide superior risk mitigation.• Provided Helpdesk and Customer Support environment, demonstrating leadership experience in remote hardware and software support, desktop applications, Blackberry software, including foundational systems administration operations and support implementation.• Demonstrated excellent time management, organizational and communication skills, the ability to multitask and prioritize support calls, projects and emergencies. Show less

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  Electronic Data Systems

  Mar 2006 - Sept 2008

  Customer Service Representative

  • Primary Roles: Provide enterprise desktop infrastructure support to include but not limited to installing, diagnosing, repairing, maintaining, and upgrading all laptops, desktops, printers, and peripheral hardware across the entire NMCI footprint of Okinawa, Iwakuni, Japan, and multiple within III MEF area of operations.• Provided constant vigilance and analyzation of the risk of espionage, sabotage, damage, fraud, or theft both internal and external to determine the level of protection needed.• Performed limited LAN administration and provide on-site and remote technical support to customers for the Navy/Marine Corps Intranet (NMCI).• Identify, analyze, and resolved user network difficulties and information technology (IT) hardware/software problems on all enterprise platforms via one-on-one direct contact, telephone, email, and online trouble-ticket support systems.• Explained system capabilities, limitations, and output variations to users.• Coordinate customer requests for Enterprise Network related services to ensure consistency of customer support.• Provided on-going operational support including OS releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities.• Identified solutions for end user network security, performance monitoring, troubleshooting, and tuning for all end-user systems.• Served as liaison and technical expert to end client, upholding corporate service standards while maintaining project relations. Show less

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  CSC

  Sept 2008 - Apr 2013

  System Analyst Senior Professional

  • Provided support to IA/Cyber Security section by constantly applying STIGS to multiple servers across multiple enclaves and having a backup in the event that the application of said STIGS had unforeseen results.• Provided engineering assistance in designing and implementing an HBSS enterprise solution across three enclaves to ensure compliance within the Assured Compliance Assessment Solution Program.• Interpreted standard operating procedures, instructions, guidance, and protocols to ensure security of automated systems and network systems.• Installed and administered a robust file level backup solution across three network enclaves utilizing Syncsort NSB/Bex and Netapp filers.• Maintained a high level of quality of service across 80+ exercises providing detailed and useful reporting to Communications Planners and team members.• Provided daily systems monitoring and maintenance of all legacy fixed suite networks as well as virtual based suites in TCWS to include server hardware and software support of ESX Server 3.5 – 5 hosts, Virtual Center, and virtual domain controllers and exchange servers.• Supported in configuring backup strategy for all networks using NTBackup and Symantec Veritas Netbackup to EMC Celerra’s and NetAppliance FAS 2020’s. Provided desktop support and user training when necessary.• Provided support for new set of FAS2240’s which were again provisioned and configured for use in a major data migration and creation of a backup disaster recovery site. This Disaster Recovery mechanism would allow for recovery capabilities from a file to an entire site for the III MEF.• Provided continued support of all backup, restoration, and SAN storage via Syncsort BEX and the aforementioned Netapp devices.• Provided engineering support using Symantec Ghost for workstation imaging and updating.• Provided support to III Marine Expeditionary Support G6 during multiple major exercises throughout course of year. Show less

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  Tribalco

  Apr 2013 - Jun 2014

  VM/SAN Administrator

  • Provided support during CCRI inspection to include compliancy scans of all Data Fabric Manager/Operations Manager enterprise servers across multiple enclaves making sure that all Netapp filers met C&A requirements of separation between unclassified and classified networks.• Provided support to IA/Cyber Security section by constantly applying STIGS to multiple servers across multiple enclaves and having a backup in the event that the application of said STIGS had unforeseen results.• Reviewed proposed system changes (e.g. hardware, software, network architecture, etc.) to ensure modifications do not adversely affect the security of the organization.• Ensured Information Assurance (IA)/Information Security (INFOSEC) program requirements established by headquarters are met by subordinate organizations/commands.• Provided troubleshooting of IT infrastructure technical issues to determine appropriate corrective actions.• Answered IT system questions to support operational requirements and disaster recovery and related contingencies.• Provided architecture [diagrams], installation, and integration of NETAPP storage and VMWARE solutions across the entire Combined Joint Operations Afghanistan for U.S. Army & Coalition Forces enterprise too include tactical environments.• Provided Subject Matter Expert guidance to regional clients on all matters related to virtualization and storage.• Maintained enterprise virtual technologies including networking, security, NAS, and data storage practices.• Created, sustained and supported virtualization capabilities across multiple networks scaling to meet current and anticipated demand.• Maintained architecture and design of related infrastructure to meet current and future needs of the United States Army's mission in a combat zone. Show less

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  CSC

  Jul 2014 - Dec 2014

  Systems Analyst Senior Professional

  • Primary Roles: Provide technical support to include, but not limited to server patching, security policy implementation, network administration, DISA STIG verification, engineering, storage, Disaster Recovery, and server based support for multiple tactical and garrison networks.• Review, interpret and apply IT security/IA requirements, policies and procedures. Interpret standard operating procedures (SOP), instructions, guidance and protocols to ensure security of automated systems and networks. Review IA policies and procedures to ensure compliance with it capability, operations, integrity, security, compliancy, availability and sustainment in data communications facilities and operations; work with site leadership to ensure compliance with IA policies, guidelines, patches, etc.; ensure compliance with DoD 8510.01, with particular emphasis on confidentiality, integrity and availability of data.• Develop and disseminate standard it security procedures and protocols governing network operations.• Provided continued technical support of all backup, restoration, and SAN storage solutions via DPX Catalogic Software and various Netapp tools and utilities.• Provided advanced technical support to III Marine Expeditionary Support G6 during multiple major exercises throughout the course of the year and assisting in identifying problems, ascertaining the root causes, and providing a lasting resolution.• Supported IIIMEF in engineering solutions for disaster recovery, storage, and the continued maintenance of a COOP site for the IIIMEF. Show less

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  ActioNet, Inc.

  Jul 2015 - Oct 2015

  Cyber Transport Engineer

  • Troubleshoot network connectivity at over 40 separate locations on Misawa AB.• Troubleshoot issues with KG-175D Micro Encryptor devices and update GEM-X database Universal Remote Encryptor Manager.• Maintains inventory of VoSIP end devices.• Ensure backup and restore services (BARS) on the Call Manager Publisher.• Conducts adds/moves/changes of IP phones as needed.• Conducts end-to-end testing between devices on and off the network.• Troubleshoots all Call Manager issue as needed• Demonstrated specialized knowledge of (WLAN) services and troubleshooting methodologies.• Provide VTC hardware maintenance.• Performs remedial maintenance and preventative maintenance inspections of VTC systems.• Repairs critical system components within 2 hours of notification when spares are available.• Repairs non-critical system components within 7 calendar days after receipt of spares.• Conducts acceptance of repaired items IAW the Acceptance Test Procedures.• Performing technical maintenance support during military exercises.• Performing fault isolation (troubleshooting); removing faulty equipment and parts.• Relocating equipment components to support facility reconfigurations.• Maintain and administer AF CENTRIX-J user terminals. Show less

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  United States Civil Service DON

  Nov 2015 - Nov 2016

  Lead IT Specialist

  • Provided incident analysis response for over 55000 incident tickets spanning 22000+ customers within the OCONUS Navy Enterprise Network throughout the Far East region enhancing the commanders situational awareness on the health of the cyber ecosystem.• Managed the delivery of 250 classified and 500 unclassified end user assets within the ONE-Net Far East area of operations during FY16 with zero loss.• Performed continuous process improvement on all business process' related to the service delivery and service management teams and core functions helping to maintain a less than 2 hour resolution time of 90% of all SL1 tickets and resolving 99% within 24 hours.• Performed all IT service management lifecycle functions for managing the installation IT service delivery for ONENET at the Theater Network Operations Security Center for the Far East.• Assist incident management handling team and in coordination with the NCDOC with best practices sufficient to plan, implement, and manage incident management processes and procedures designed to effectively recognize, report, track, and resolve problems.• Review proposed system changes (e.g. hardware, software, network architecture, etc.) to ensure modifications do not adversely affect the security of the organization.• Coordinate, articulate and communicate assignments, projects, problems to be solved, actionable events and milestones with deadlines and time frames for completion that are clearly defined.• Ensure Information Assurance (IA)/Information Security (INFOSEC) program requirements established by headquarters are met by subordinate organizations/commands.• Determine the feasibility of meeting additional requirements within existing capabilities when developing or implementing customer service policies and procedures.• Provide technical advice relating to organizational projects and resources. Show less

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  United Stated Civil Service USMC

  Nov 2016 - Feb 2018

  IT Specialist

  • Perform all IT service management lifecycle functions for managing the installation IT service delivery.• Manage the Request Fulfillment (RqF) process ensuring that customer's service requests are monitored, dispatched, and fulfilled by the Regional Service• Desk (RSD) and Field Services technicians.• Manage the Westpac customer Point of Entry program for service requests and provide an escalation point for customers/users requesting updates on• tickets and service requests. Validate Service Requests and the accuracy of information within the Request to minimize time lines of the request to the• implementation of requested service.• Provide consultation and advise customer on the procurement of new services and equipment and represent the customer in service management• discussions/planning for the implementation of new IT systems or upgrades to existing systems.• Provide customer representation in discussions regarding service level clarification and/or definition of support processes.• Utilize Enterprise IT Service Management (E-ITSM) process, administrative tools and techniques to validate, track, and process customer service requests• ensuring the resolution is within established Service Level Agreements (SLAs).• Maintain situational awareness of Enterprise Request Fulfillment processes and procedures and work with functional area managers to evaluate the• impact of procedures and work instructions on delivery of IT services; ensuring regional Request Fulfillment processes remain in line with Enterprise• processes. Show less

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  United States Civil Service DON

  Feb 2018 - now

  • Participated in daily oversight of contractor support of all PMO-IT owned systems across 3 Component Enterprise Data Centers and a DR site spanning 4 geographically unique locations.• Supported the Operations Manager in daily operations, oversight, and asset management of any and all software and hardware required in order to buildout, maintain, and administer eight environments in the support of the DON's Regional Maintenance Centers and Shipyards.• Actively supported ongoing efforts to transition Naval Shipyards from their independent unique environments at each individual shipyard into a consolidated hybrid cloud solution leveraging IaaS at the Component Enterprise Data Centers.• Managed system planning and development for ship maintenance IT systems.• Conducted program analysis to measure the effectiveness or efficiency of information systems application and operation.• Identified and analyzed problems; sought/generated and evaluated alternative perspectives/solutions; made timely/effective recommendations, based on potential implications of findings or conclusions.• Identified and deployed training program delivery strategies and methodologies.• Participated in software implementation initiatives to include leadership of training evolutions in support of software deployment. Show less • Provided oversight and coordination at remote site location Navy Yard Philadelphia while serving for Code 109 our parent code back at Norfolk Naval• Shipyard. This included all matters related to IT such as server, desktop, laptop, and printer hardware support and systems and desktop administration,• EKMS oversight and accountability, network coordination, new IT equipment hardware and software procurement.• Contributed to successful completion of major project to temporarily move protected network into a restricted trailer here at the Navy Yard in Philadelphia.• This included coordination from multiple major teams across the shipyard over 6 months.• Assisted Branch Manager and Department Head recently with getting a local C109 team stood up here at remote site Philadelphia Navy Yard. This• included assisting in various administrative tasks and relaying information back to parent command NNSY.• Ensured the confidentiality, integrity, and availability of systems, networks and data through the planning, analysis, development, implementation, maintenance and enhancement of information systems security programs, policies, procedures and tools.• Maintained and monitored the security posture of installed equipment here at the Philadelphia Navy Yard NFPC by conducting system security evaluation, audits and reviews, (I.e. devices on the NFPCICN network, standalone, Plant IT equipment).• Monitored logs files, applied patches required by Information Assurance Vulnerability Management (IAVM's), applied vendor hot fixes and patches, and Security Technical Implementation Guide (STIG) as needed to ensure systems reliability and accessibility and to prevent and defend against unauthorized access to systems, networks, and data. Show less

  • Program Management Analyst

    Apr 2019 - now

  • Systems Administrator

    Feb 2018 - Mar 2019
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  Avening Management and Technical Services, LLC

  Oct 2019 - now

  Triage Manager