Darian J Norman

As part of a team of nine, successfully serve as the primary contact for over 500 customers spanning five facilities and 32 departments. With a Secret security clearance, handle desktop and network issues for $3.5 million of Information Technology (IT) equipment, as well as set up and operate Wide-Area Networks (WAN), computer systems, and related end-user devices. Competently install applications, troubleshoot user problems, and deliver training and assistance on essential network infrastructure support. Additionally, perform diagnostics and data recovery, maintain logs, and manage orders and a $50,000 budget for network infrastructure. Regularly upgrade and refresh outdated devices, train users and colleagues, and remedy network vulnerabilities.

Select achievements:

• Successfully increased operational productivity 50% through new hire training and onboarding in addition to enhancing efficiency 30% by resolving 50 complex second-tier support issues
• Diligently analyzed inventory rectifying a 30% shortfall resulting in a 40% increase in operational throughput while also managing a $42,000 initiative to refresh laptops
• Efficiently resolved 65 trouble tickets in less than a week and over 380 yearly, beating a three-year record by 35% and earning 1st place in the Department of Defense (DOD) patient satisfaction ratings

During this period, while deployed in support of Operations INHERENT RESOLVE and SPARTAN SHIELD served as Lead Medical Information Systems Technician, supporting 75 medical personnel, resolving over 1,000 troubleshooting tickets, eliminating 350 cyber security vulnerabilities, creating 125 Military Health System and Non-secure Internet Protocol accounts, and managing Information Technology Equipment and Land Mobile Radio Inventories worth 552,000 dollars.

Select Achievements:

• Assisted with the establishment of Prince Sultan Air Base's first telehealth program integrating security into 5 computers and reduce wait times for 53 remote patient consults.
• Efficiently upgraded 100 laptops to Windows 21H2 OS and deployed 75 units in under 3 days, surpassing the project deadline ahead of schedule