Darrence Norman Email & Phone Number

Durham, Nc, Us

Durham, North Carolina, Us

Raleigh, North Carolina, Us

• Coordinated and managed the deliverables of monthly maintenance events • Displayed knowledge and understanding of Good Manufacturing Practices (GMP)• Resolved routine monthly and quarterly requests including project folder creations, system backups and user account requests • Tracked routine work orders and on demand work orders using CMMS software• System administrator to support Empower, SoftMax Pro, K2 Cellometer, CX5 Cellometer, MCS Endoscan, PharmSpec, CFX Maestro, Illumina MiSeq, and TOC Data Pro 2 technologies• Engaged with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs• Performed data backups, user access reviews and technical audit trail reviews• Performed database Microsoft and SQL data backups• Performed database (Oracle) restore testing• User management for laboratory systems• Imparted site-specific LIMS technical support• Managed routine administration tasks in STARLIMS • Created/reviewed/approval of validation documentation and applicable SOPs• Laboratory instrument troubleshooting• New laboratory systems implementation• Lab Systems design and configuration• Collaborated with applicable departments

Raleigh, North Carolina, Us

• Kept records of Inventory control and asset management• Built and Deployed Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)• Installed, monitored, and serviced of the desktop hardware, software and peripherals.• Scheduled, built, deployed, and recovered PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.

Basel, Baselstadt, Ch

• Coordinated and managed the deliverables of monthly maintenance events • Displayed knowledge and understanding of Good Manufacturing Practices (GMP)• Resolved routine monthly and quarterly requests including project folder creations, system backups and user account requests • Tracked routine work orders and on demand work orders using CMMS software• System administrator to support Empower, SoftMax Pro, K2 Cellometer, CX5 Cellometer, MCS Endoscan, PharmSpec, CFX Maestro, Illumina MiSeq, and TOC Data Pro 2 technologies• Engaged with Quality Control (QC) representatives to ensure solutions are delivered and maintained to meet business goals and end user needs• Performed data backups, user access reviews and technical audit trail reviews• Performed database Microsoft and SQL data backups• Performed database (Oracle) restore testing• User management for laboratory systems• Imparted site-specific LIMS technical support• Managed routine administration tasks in STARLIMS • Created/reviewed/approval of validation documentation and applicable SOPs• Laboratory instrument troubleshooting• New laboratory systems implementation• Lab Systems design and configuration• Collaborated with applicable departments

Basel, Baselstadt, Ch

• Kept records of Inventory control and asset management• Built and Deployed Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)• Installed, monitored, and serviced of the desktop hardware, software and peripherals.• Scheduled, built, deployed, and recovered PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.

Research Triangle Park, Nc, Us

• Supported enterprise of over 3,000 for daily hardware and software needs.• Supported end users based in United States, Africa, and Europe.• Prepared and deployed new hire equipment, peripherals, and other IT equipment.• Deployed new machine to existing employees during replenishment process.• Liaised with Facilities Project Specialist and Coordinator for IT assistance.• Diagnosed and resolved incidents with using documented procedures and checklists. • Properly notated tickets with all customer contact per ITS Standard.• Performed new hire orientation related to PC set-up and use.

Charlotte, North Carolina, Us

• Worked on Merger of Equals (MOE) Projects.• Supported over 4,000 end users in Merger in BB&T/SunTrust Merger.04/2020 to 12/2020• Supported end users in Southwest Region of United States.• Pushed end user Office 2016 to Office 365 Merger.• Updated SharePoint with merger related documentation.• Gathered details for daily app rationalization categorization.• Installed and tested application patches through SCCM.• Interconnected with managers and users to set appointments for project related requests.• Assessed potential projects with clients which have results of being passed off toimplementation team.• Reviewed pathway and review app packaging using SCCM.• Unveiled applications downloads using SCCM.

Basel, Baselstadt, Ch

• Kept records of appointments for end users to deployment technicians, while simultaneously configuring and imaging end user Windows and Apple laptops, Apple tablets and printers.• Created processes for international migration.• Utilized process engineering techniques for continuous improvement on processes previouslyput in place.• Over 500 plus laptop rollout and conversion• Support end users based in United States and Europe.• Fostered relationships with vendors to foster positive working relationships.• Drove team success through shared vision and recognition of quality performance.

Chicago, Il, Us

• Acted as initial point of contact for user support calls to IT Service Desk by assuring all calls were logged correctly and promptly allocated appropriately within IT team.• Provided first-line technical support while handling calls by providing 100% time-of-call resolution to fewer complex calls whenever possible.• Provided ad-hoc service to users of all computer systems, troubleshooting, and resolving problems.• Assisted in maintenance of Service Desk Knowledge Base.• Responded to over 200 user operational issues with desktop computers, laptops, and mobileelectronic devices to enable problem resolution.• Identified system hardware, network infrastructure and connectivity issues that preventedexecution of user-initiated tasks.

Raleigh, Nc, Us

• Performed barcode scanning in excel database for Apple laptops, monitors, and tablets.• Supported large enterprise computer deployments while imaging workstations Windows 7 to Windows 10.• Provided users with in-depth detail for arrival of new machines and equipment dates via Microsoft Outlook.• Trained users in details of system operation.• Managed User Accounts on Windows Platform (creation, deletion, permissions).• Supported over 4,500 employees with various software requests.• Installed software remote using SCCM.• Logged Customer Support Tickets using Service Now detailing end user incidents and requests.• Cisco VPN Troubleshooting.• VOIP Phone setup and configuration.

Raleigh, Nc, Us

• Managed over 100 User Accounts on Windows Platforms (created, deletion, permissions, VPN Access).• Imaged Windows, Apple laptops and desktops for new users.• Maintained SharePoint site and edited SharePoint entries.• Created and maintained email addresses and distribution list in Microsoft Exchange.• Single point of contact for phone calls and emails from staff regarding IT Issues.• Logged Customer Support tickets using Service Now detailing end user incidents and requests.• Analyzed and resolved tickets incidents regarding use of application software and hardware.

Lynnfield, Massachusetts, Ma, Us

• Reviewed and resolved over 50 Tier 1 Help Desk tickets daily.• Oversaw all aspects of quality assurance, including establishing metrics, applying industry bestpractices, and developing new tools and processes.• Escalated Help Desk tickets to Tier 2 second level support.• Reported to senior team leader to complete daily metric reports.• Investigated variances, performed root-cause analysis and documented corrective actions toresolve complications.• Unlocked, added, and deleted user accounts in Active Directory.• IOS and Mac operating system support.

Associate Of Arts And Sciences - Aas, Computer Programming And Development

High School Diploma