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

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

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.

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.

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.

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.

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.

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.

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

High School Diploma