Richard E. Norris

Colorado Springs, Colorado 719-***-**** ad1mdm@r.postjobfree.com

(41) Richard Norris Sr. LinkedIn Secret- Inactive

Professional Experience

Experienced and knowledgeable IT Professional seeking to contribute training and acquired skills within an Information Technology support role. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Service Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

IT Engineer February- May 2023 Contract

Express Professionals Colorado Springs, CO

Design/Engineer, perform engineering assessments & integration support and make recommended changes to proposed Government IT Projects to ensure they satisfy user requirements and conform to DoD/AF/USAFA instructions, security implementation guides, and other pertinent directives.

Review plans and documents for functional, technical and security considerations and accuracy. Develop and review methodologies, documentation and /or artifacts (e.g. technology strategies, business cases, architectures, system integration requirements, configurations, on-boarding documentation, mitigation, strategies, etc.) to support enterprise integration activities. The contractor shall provide input to comment matrices after review of plans and documents.

Conduct peer reviews, requirements development and validation, technical research, develop project charters, technical solutions documents, business case analyses and related technical projects management products. Utilize technical skills and mission knowledge and creativity to develop strategies for business case/ mission alignment.

Incorporate emerging/enterprise technical standards into enterprise architectures and IT solutions.

Analyze and recommend enterprise business process changes because of technology integration.

Evaluate and recommend emerging technologies and solutions.

Perform pilot/prototype projects on emerging/evolving technologies and document recommendations, proposed design and implementation guidelines, project documentation and perform business case and return on investment analysis for Government consideration (for future operational use).

Assist transitioning pilot/prototype projects and/or emerging technologies into operational use.

Develop/adapt/optimize enterprise service standards and processes.

Ensure new services and changes to current services adhere to enterprise standards.

Conduct service performance assessments and scalability planning. Coordinate and work with government and contractor network technicians/professional at base level, Headquarters (HQ) level, USAFA Mission Elements and external agencies as required.

Metrics- Collecting technology, process, and service metrics to measure the performance and risk of service/capability operation and delivery within the enterprise.

Performance Evaluation and Risk Assessment – Analyzing and assessing technology, process and service metrics and making recommendations for improvement /optimization.

Re-Architecting – Redesigning and optimization services/capabilities/processes in response to performances and risk assessments.

Cybersecurity Metadata Artifacts – Collecting, analyzing and assessing cybersecurity posture/data to create artifacts in support of the Risk Management Framework process.

Runtime support – Engineering support to operations in support of performance tuning, near real time reconfiguration of fielded services/ capability, crisis response and resolution, and process /service optimizations.

Develop enterprise architectures and artifacts/views to comply with USAFA, And DoD requirements (e.g. DoDAF, AFI 63-101/20-101, etc.).

Unified Endpoint Technician April – August 2022 Contract

TEK Systems Colorado Springs, CO

Acknowledge and update incidents and service requests within the approved service level agreements while keeping employees informed and ensuring follow-up is performed before resolving requests.

Follow all asset management procedures to ensure hardware and software records are updated and accurate.

Deploy (procure, image, configure, setup) and perform ongoing support for the following hardware: Windows desktops/laptops/tablets, Linux thin clients, Apple iPhones/iPads, printers/copiers, AV/VC conference room technology, digital signage, and IoT technology.

Deploy (procure, configure, update/upgrade, troubleshoot) and provide ongoing support for COTS software.

Must demonstrate ability to troubleshoot Window operating system incidents utilizing sound diagnostic techniques to troubleshoot or research technical problems.

iOS knowledge is critical and must understand the inner workings of iPhone/iPads to include setup, wipe, reset, and troubleshooting iOS, iPad, OS and mobile apps.

Exceptional oral and written communication skills are necessary to perform in person and remote support.

Ensure system security and governance is compliant with regulations and company policy.

Help Desk Analyst August- Sept 2021 Contract

Array Corporation Colorado Springs, CO

Provides USSF EIS NIPRNet and SIPRNet Service Desk support for approximately 31,000 end users for USSF EIS application issues, sites, and permissions.

Provides EIS Service Desk support to USSF organizations and users.

Provides Tier 0 and 1 support for NIPRNet and SIPRNet SharePoint, and NIPRNet and SIPRNet TMT for USSF Users.

Provides Tier 1 support for USSF users of the AFNet SharePoint site.

Provides customer support with creating and updating SIPRNet Active Directory user accounts on the USSF SIPRNet for access to USSF SharePoint and records Service Desk tickets in a SharePoint-based ticketing system. Provides SharePoint and TMT support to all USSF personnel worldwide.

Assists customers with troubleshooting and resolving SharePoint issues and problems.

Assists customers with troubleshooting and resolving TMT issues on SIPRNet and NIPRNet.

Obtains customers' TMT licensed user credentials on NIPRNet and SIPRNet TMT sites.

Assists USSF customers will all other SharePoint tools.

Documents all calls and emails for assistance in the appropriate SharePoint Trouble Ticket Tracker.

Builds AFSPC-S accounts for USSF personnel without AFSPC-S access from their location.

Responds to all NIPRNet telephone calls, voicemails, instant messages, and/or emails within 1 hour for NIPRNet and 2 hours for SIPRNet during duty hours or within 2 hours of the beginning of the next duty day.

Desktop Support Specialist, April 2020- April 2022

Hays Recruiting/CompuCom Colorado Springs, CO

Maintains, analyses, troubleshoots, and repairs computer systems, hardware and computer peripherals.

Documents, maintains, upgrades or replaces hardware and software systems.

Supports and maintains user account information including rights, security and systems groups.

Install, upgrade, support and troubleshoot 10, Windows 7 and Microsoft Office,

Apple, Mac, iPhones, iPads, and any other authorized desktop application

Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment.

Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, etc.

Performs work in compliance with specified warranty requirements.

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC), notebooks or any other equipment that has authorized access to the network.

Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support team.

Provide user data and application recovery and use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

Works with vendor support contacts to resolve technical issues within the desktop environment.

Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.

Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and reports as needed.

Provide training end users on how to operate the equipment as requested.

Data Center Technician, December 2019- April 2020

DXC Tech/Pyramid Consulting Colorado Springs, CO

Patch management (installation, removal, management, troubleshooting)

Cable Installation and Planning

Physical installation and removal of patch cabling, and cabling components, and related material

Connect communication copper and fiber cables between installed IT equipment.

Ensure that all links and communication cables have been tested, labeled, connected, and documented according to client standards.

Test all cable pathways end to end before completion of change or incident records in accordance with client standards.

Identify unused system connections and work with system owners to remove them.

Cable Disconnect and removal.

Physical removal of patch cabling, cabling components, cable infrastructure and related material.

Removal of unused cable and cable components from racks, conduits and data center subfloor

Disconnect cables from ports in accordance with client 4-Eyes process.

Device Validation

Perform visual inspection of equipment as requested to provide DXC Technology with information regarding cabling, port availability, and network connections.

Document cable connections and server backplane connections as requested.

Perform cable inventory as requested.

Cable troubleshooting and repair

Troubleshoot and repair system connections as needed.

Test all types of cables – Copper, fiber (MM/SM), dark fiber, DWDM, MPO, etc.

Replace cables in accordance with client 4Eyes processes.

Check network connections.

Trace cables

Clean and polish fiber ends.

Documentation

Accurately track, record, and maintain documentation related to cabling in client designated tools and manual processes.

Creation of cable material BOMs

Northrop Grumman- Missile Defense Agency (Approx 8.5 years)

MDA Service Desk Analyst/Technician III April 2016- Sept 2019 Contract

Northrop Grumman/Jacobs Technology Colorado Springs, CO

Supported PC, peripheral installation and troubleshooting, account management, problem determination, incident recording, resolution/escalation.

Asset management, change management, and release management, PC and UNIX account administration. Technical Knowledge with: Active Directory w/snapins Users and Computers, etc. SCCM, MS Exchange 2000/2008/2010, MS Office 2003/2010, Adobe Acrobat, Remedy 7.1 and newer.

Network Monitor/Simulation Operator June 2014- April 2016 Contract

Northrop Grumman Colorado Springs, CO

Roles and Responsibilities: The Simulation Operator Technician will provide support in a BMDS Environment for the Warfighter exercises by operating the COCOM Exercise simulation systems, to include DESIM, ISIM, MDST, PDS-M and TIU. Coordinate activities with exercise team. Off-Shift support and travel (CONUS and OCONUS) will be required. The individual will work closely with the mission-focused team that plans, conducts and supports missile defense COCOM Exercises for the Missile Defense Agency (MDA), the Warfighter and other missile defense and service stakeholders. Most Events feature military operator-in-the-loop (OILT) participation and include developmental missile defense systems elements with war gaming simulations.

Works with Solaris, Linux, and Windows

Adapts to short term deadlines and works well under pressure in a dynamic environment.

Communicates effectively with Multiple Organizations using a broad spectrum of tools.

MDA Service Desk Analyst/Technician III October 2011- June 2014 Contract

Northrop Grumman Colorado Springs, CO

Supported PC, peripheral installation and troubleshooting, account management, problem determination, incident recording, resolution/escalation.

Asset management, change management, and release management, PC and UNIX account administration. Technical Knowledge with: AD, SCCM, MS Exchange 2000/2008, MS Office 2003/2010, Adobe Acrobat, Remedy 7.1

EDUCATION & CERTIFICATION

Certification Training- Information Technology University of Phoenix GPA 3.92

SPECIALIZED TRAINING

A+ Computer Service Technician

Network+ Network Technology

MCSE Microsoft Certified System Engineer

CERTIFICATIONS

CompTIA Network+ (QDCDTT50A6)

CompTIA Security+ (TERPH7ZDPCV1S8MM)

FedVTE Online Training

Cloud Computing Security

Cyber Risk Management for Technicians

Cyber Risk Management for Managers

Cyber Security Investigations

Cyber Security Overview for Managers

DISA ACAS 4.8 Assured Compliance Assessment Solution Operator and Supervisor Course

DISA HBSS 201 Admin Epos.1

DISA HBSS Briefs for Non-Administrator

Emerging Cyber Security Threats

Ipv6 Security

(ISC)2 ™ Systems Security Certified Practitioner

Linux Operating Systems Security

Mobile and Device Security

Securing Infrastructure Devices

Windows Operating System Security

ISACA Certified Information Systems Auditor (CISA) Prep

Offensive and Defensive Network Operations

CompTIA Advanced Security Practitioner (CASP) CAS-002

TECNOLOGY PROFICIENCY

Microsoft Excel, PowerPoint, Word, Teams, Outlook, OneDrive Adobe Zoom Windows OS Mac

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