Norman E. Lyerson, Jr.

404-***-**** acvtle@r.postjobfree.com

Full IT Operational Lifecycle Process Improvements Resource Allocation Error Identification & Troubleshooting IT/Facilities Service Desk Ticket Management Software Project Management Customer Relationship Management Cross-Functional Communications Technical & Analytical Aptitude Time Management Server Builds & Maintenance Installation, Configuration & Support Onsite/Remote Desktop Support Ticketing Management Systems Construction

Resourceful, customer-focused and meticulous systems engineer and internal/external customer solutions professional with 15+ years of information technology experience, leveraging complex systems and translating into simple customer interface support. Solutions-oriented and creative problem solver with expertise in process improvement identification and implementation, staff performance monitoring, on-time, under-budget project management, consulting, technical support and onsite training that improve efficiencies and diminish down time for customer retention. Dedicated, decisive, and results-oriented team player seeking to leverage background into a business management, systems engineer, systems administrator, IT support, business analyst or business systems analyst role with a progressive organization.

Key Contributions

Leveraged technology processes and tools for process utilization to improve on all technology efforts, education, and experience.

Eliminated workflow lags by effectively providing customer technical support through troubleshooting, diagnosing and repairing PCs, printers and other peripherals.

Supported multiple, concurrent, multi-million dollar construction projects by managing the IT initiatives for the Atlanta Westin ($22.5M), Southern Crescent Technical College ($15M), Marriott Marquis ($65M), and Darton College ($19M).

Managed job sites while investigating issues to resolve workflow disruptions, avoid downtime and ensure timely and high-quality customer project deliverables.

Supported 2K users with eliminating discrepancies and sustaining streamlined operational efficiencies.

Spearheaded full project lifecycle activity management for 15 projects worth up to several million dollars under a $50K budget with zero profit erosion.

Minimized workflow lags by effectively training 1K+ personnel in software application functionality and usage, and operational best practices and protocol to optimize efficiency and performance.

Professional Experience

Skanska USA Building Inc., Atlanta, GA 2003-Present

Systems Engineer

Maximized organizational effectiveness by analyzing business strategies, functions, and procedures to determine optimal business systems and software for meeting project needs.

Mitigated regulatory risks by analyzing software applications to ensure adherence to organizational requirements.

Liaised between operations and IT to develop, communicate, recognize, and understand the business need from an IT standpoint for effective execution.

Served as team lead and primary liaison to several internal groups and external groups to utilize and support new software systems.

Executed implementation planning, including managing field engineers and monitoring performance to maximize productivity.

Coordinated error checking with telecommunications vendors during field equipment installations to ensure optimal quality assurance (QA).

Conducted network set-ups and administration for both onsite and remote desktop and network support nationwide while ensuring network integrity, stability and operability.

Leveraged various problem ticket management systems and business applications to support technical support operations.

Provided second level support for technical issues concerning many different operational aspects.

Interfaced with 15-25 diverse Internet service providers, cable vendors, hardware, and software companies to cultivate rapport and drive high quality, cost-effective service deliverables.

Norman E. Lyerson, Jr. – Page 2

Experience-Continued

Nemours Children’s Clinic, Orlando, FL 2000-2003

Crawford and Company Orlando, FL 1996-1999

Matthews Orthopedic Clinic Orlando, FL 1993-1996

Military Experience

US Navy Military Veteran

US Navy-Naval Regional Medical Center Orlando, FL

Medical Technician/ Orthopedic Tech/Emergency Room Technician

Assisted several orthopedic surgeons with optimizing patient care.

Supervised the orthopedic department and implemented corrective action to ensure maximum efficiency and productivity.

Supported operational task fulfillment by executing effective casting, splinting, administrative and computer/operating room support.

Processed disability requests while spearheading communication with nurse case managers and adjusters to ensure accuracy.

Managed staffs and cases of several large accounts while directing the medical aspects of workers’ compensation claims.

Maximized workflow by controlling scheduling while approving medical appointments, diagnostic testing and surgical procedures.

Ensured supply met demand by procuring cost-effective durable medical equipment.

Eliminated financial discrepancies by monitoring medical bills to control costs through utilization reviews and cost containment.

Provided in home patient care to include traction set-up and various DME equipment.

PREVIOUS WORK HISTORY:

Casualty Claims Adjuster/ Telephonic Case Manager/ Crawford & Company, Orlando, FL, 1996-1999

Education & Military

Doctoral Degree in Business Administration, Argosy University (Currently Enrolled)

M.A. in Leadership, Shorter University

B.S. in Business Management, Shorter University

Coursework, DeVry University

Graduate, US Naval School of Health and Sciences

Technical Aptitude

Server 2003, 2008, 2012, Microsoft Windows XP, 7, 8 and 10 Operating Systems and Networks Active Directory and Citrix MS Office Suite MS SharePoint Adobe, Blue Beam, Auto Desk, Business Objects, Java and Oracle PrimaveraP6 Cisco, Avaya, Nortel, TCP/IP, VOIP and other phone systems Remedy, ITSM and Service Now EPIC electronic medical records system (EMR) SCCM

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