David Norman Email & Phone Number

Orlando, Florida Area

Orlando, Florida Area

• Provide users a solution to computer and network related issues over the phone, email and/or remotely.
• Enter user problems and solution into an organizational help desk database. Also create an evolving knowledge base by entering information into a Microsoft SharePoint knowledge center.
• Dispatch technicians to users that cannot be assisted remotely.
• Research and document solutions to user issues.
• Document problem resolutions for Technical Support Staff members.

Orlando, Florida Area

• Provide users a solution to computer and network related issues over the phone, email and/or remotely.
• Enter user problems and solution into an organizational help desk database. Also create an evolving knowledge base by entering information into a Microsoft SharePoint knowledge center.
• Dispatch technicians to users that cannot be assisted remotely.
• Research and document solutions to user issues.
• Send out Area Wide announcements via MS Outlook email system.

Orlando, Florida Area

• Administered Microsoft Windows, Exchange and SharePoint Server environment.
• Administered user and computer accounts in Active Directory.

Orlando, Florida Area

• Managed Microsoft Windows 2003 Servers and Windows XP Desktop environment. Made sure all Windows Desktops and Server computers were up-to-date with software and security patches.
• Tracked software licenses.
• Setup a Windows WSUS server to apply Windows updates to the Desktop Computers.
• Setup a help desk system for inputting and tracking user issues. Also for tracking/inventorying computer hardware and software.
• Installed, configured and managed a Symantec Enterprise Anti-virus server to deploy and manage Anti-virus software and updates to all Windows Servers and Desktop Computers.

Orlando, Florida Area

• Administration of a Microsoft Exchange 2000 and Lotus Notes 5.0.10 server environment, Database Restorations, Virus Management - both Updates & Reporting, New Accounts (Includes FEDS only database updates, etc…), Help.
• Backing up Service Desk for Area Wide Messages (and provide them with procedure(s) Documentation (Keeping the Procedures Database up-to-date) Staff Notes to the Network Staff Notes Database, Special Projects as.

Orlando, Florida Area

• Provided support for over 1000 network users with Windows based applications on a Windows NT 4.0 network in support of the U.S. Army, Simulation, Training and Instrumentation Command (STRICOM) contract
• Participated in the migration of all LAN users from a Windows NT 3.51 to Windows NT 4.0.
• provided support to users of Toshiba Satellite and Tecra laptops running both Windows 95 and Windows NT 4.0.
• Responsible for the temporary checkout and return of pool laptops, for removing all data on the laptop hard drive and reloading the system with image files via using Symantec Ghost. Responsible for trouble shooting and.
• Configured the laptops for use in a docked, on the LAN, and undocked, stand alone mode. Setup and configured dialup networking on both Windows 95 and NT 4.0 for internet access through the organizational Term Server..

Orlando, Florida Area

• Provided support for over 1000 network users with Windows based applications on a Windows NT 3.51 network in support of the U.S. Army, Simulation, Training and Instrumentation Command (STRICOM) contract.
• Participated in the migration of all LAN users from a Novell 3.12 Network with Windows 3.11 clients to a Windows NT 3.51 server / client network. Provide support for MS Office applications, including Excel (v4.0, 5.0.

Lake Mary, FL

• Supported tape backup software for MS-DOS version 3.x through 6.x, MS Windows 3.x through 95. Supported tape backup devices for Novel and Windows NT LANs using TCP/IP and IPX/SPX protocols. Connected networks using.
• Maintained customer logs. Responsible for following up with customer and being sure they were taken care of. Communicated with 2nd level support technicians to resolve more complex problems. Responsible for researching.

Heathrow FL

• Diagnosed and documented problems with various PC’s and Novell networks dealing with hardware and software issues: Hardware - a full spectrum of system components based on a standard multimedia PC. Software - DOS.
• Provided step-by-step solutions to said problems over the phone until problem was resolved. Dispatched technicians to resolve hardware issues when necessary.