Matthew Norris
New Market,Alabama
Summary
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Network Technician 2
GDiT
Huntsville ,AL
06.2025 - Current
- Installed and configured network hardware including routers, switches, and firewalls.
- Monitored network performance to identify and resolve connectivity issues proactively.
- Coordinated with network engineers to address and resolve customer service tickets, ensuring timely solutions.
- Documented network configurations and procedures for continuity and knowledge transfer.
- Worked with outside vendors for fiber installations and service.
Help Desk Technician
GDIT
Huntsville, AL
03.2024 - 06.2025
- Provided basic network troubleshooting following the proper steps.
- Organized the priorities of the team during high stress outages.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
Barista
Starbucks
Madison, Alabama
09.2023 - 03.2024
- Addressed and resolved customer issues to promote satisfaction.
- Trained new workers in correct use of equipment, customer service techniques and beverage recipes.
- Identified and reported on supply needs for new inventory orders.
CAD Librarian
Ultra Librarian
Huntsville, Alabama
07.2019 - 07.2023
- Prepared drawings, wiring diagrams and connection specifications for electrical projects based on engineer's requirements..
- Troubleshoot and correct errors based on engineer feedback.
- 4+ years of experience in footprint design.
Education
High School Diploma -
Penn Foster High School
Scranton, PA01.2018
Skills
- Customer service
- Database Management
- Microsoft Office
- Troubleshooting and Diagnosis
- Recordkeeping
- Ticket management
- Network infrastructure monitoring
- Network configuration
- Network troubleshooting
- Networking hardware installation
Certification
Currently I am going through Security+ with intent to add Network+.
Timeline
Network Technician 2
GDiT
06.2025 - Current
Help Desk Technician
GDIT
03.2024 - 06.2025
Barista
Starbucks
09.2023 - 03.2024
CAD Librarian
Ultra Librarian
07.2019 - 07.2023
High School Diploma -
Penn Foster High School