Experience

Professional IT Support Background

Norman brings real-world help desk, desktop support, remote support, and user communication experience from professional environments where reliability matters.

LA Care Health Plan

Help Desk Specialist II

June 2024 - June 2025

Help DeskTicketsUser AccountsHardware SupportSoftware Support

Tracked, assigned, and resolved help desk tickets while communicating clearly with users.
Provided first-tier support for routine hardware, software, and system-related issues.
Created and managed user accounts, including standard permissions.
Helped maintain computer-related supplies and support readiness.

CoolSys Inc.

Help Desk Specialist

December 2022 - June 2024

Remote SupportMicrosoft TeamsTroubleshootingUser Support

Provided technical support through phone, Microsoft Teams, and remote desktop tools.
Collaborated with technicians and stakeholders to resolve issues promptly.
Supported users through clear communication and practical troubleshooting.

Horne LLP

Help Desk Support Specialist, Tier II

January 2022 - December 2022

Tier II SupportWindowsMicrosoft OfficeEnd-User Support

Communicated technical information clearly to end users.
Supported Microsoft Windows PCs and Microsoft Office applications.
Helped users resolve common productivity and system issues.

Yucaipa-Calimesa Unified School District

Computer Resources Assistant

February 2021 - January 2022

Device ImagingChrome OSWindowsHardware ReplacementRemote Support

Reimaged Windows and Chrome OS devices.
Installed and replaced hardware and software.
Provided remote desktop support.

Watchtower Bible and Tract Society

Project Manager / Team Lead

TrainingDocumentationTeam LeadershipProject CoordinationMentoring

Onboarded and mentored new volunteers.
Developed and delivered technical training materials.
Created documentation and guided users through repeatable technical processes.
Led technical project teams to completion.

Education

Associate Degree in Communications - Chaffey College

Associate Degree in Social and Behavioral Science - Chaffey College

High School Diploma - Etiwanda High School

Certifications

Certifications and Coursework

Computer Proficiency Certificate - Chaffey College

Project Management Certificate - Chaffey College

Coursework in Computer Networking, Cybersecurity, and Windows Administration

Need this experience on your side?

Bring in practical help desk and desktop support experience for the computer, user, account, and device issues slowing your work down.

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