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 Call Ticket Management, Http Password Management, New Template Releases, Morning Checks Account Deletions, Laptops / Mobile (Certifications / Assistance) Tech Training & Documentation, Archives to CD, Domino Doc Account and Cabinet Management, Name Changes in support of the U. S. Army, Program Executive Office for Simulation, Training and Instrumentation• 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 assigned by management.

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 repairing laptops when brought in for service. Upgraded or replaced modem, memory modules, hard drives CD-ROMs and keyboards. Setup and configured laptops for deployment with Toshiba docking stations. • 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. Responsible for converting customer media from zip, Jazz, or network drives to a CDR disk for use in other PC’s. Provide support for MS Office 97 applications on both Microsoft Windows 95 and Windows NT Workstation version 4.0. Supported Lotus Notes version 4.x both Desktop and Mobile. Also supported several Army and Navy based programs that are used internally. Responsible for providing step-by-step solutions to said problems over the phone and/or by remote control via Microsoft’s SMS Client for Windows NT until problem was resolved. Dispatched technicians to resolve hardware issues when necessary.

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, 95, 97), Word (v6.0 95, 97), and Power Point (v4.0, 95, 97) also Word Perfect v6.1 for Windows and Harvard Graphics v3.0 on all MS Windows environments, including Windows 3.x, Windows 95, and Windows NT Workstation v3.51 and 4.0. Supporting various mail system including Lotus Notes ver. 4.5 and Lotus cc:Mail v2.1, both Desktop and Mobile. Also work with several Army and Navy based programs that are used internally. Responsible for providing step-by-step solutions to said problems over the phone and/or by remote control via Microsoft’s SMS Client for Windows NT or Live Help for Windows 3.x users until problem was resolved. Dispatched technicians to resolve hardware issues when necessary.

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 coax, optical and twisted pair cables. Supported hardware: QIC, SCSI, and Parallel Port tape drives and controllers. Troubleshooting included both software and hardware conflicts. • 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 new problems and documenting the results for other technicians use.

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, Windows 3.x, Windows 95, broad base of applications designed to run on these operating Systems.• Provided step-by-step solutions to said problems over the phone until problem was resolved. Dispatched technicians to resolve hardware issues when necessary.