Michael Norman
Twin Bridges,MT
Summary
Experienced IT Service Desk Manager with 20+ years in IT support, service management, and system administration across government, defense, and corporate sectors. Skilled in troubleshooting, system optimization, cybersecurity, and incident management. Proven leader in team management, process improvements, and IT infrastructure management. Strong background in supporting DoD, Navy, and federal projects, with a focus on compliance and operational efficiency. Passionate about driving service excellence, automation, and continuous improvement in IT environments.
Overview
36
36
years of professional experience
1
1
Certification
Work History
COMPUTER SUPPORT SPECIALIST – LEAD
Lewis & Clark County/City of Helena
10.2022 - 11.2023
- Directed a team of IT support professionals, enhancing service delivery through targeted training, process improvement, and effective issue resolution.
- Oversaw the deployment, configuration, and maintenance of hardware, software, and enterprise communication tools, driving system efficiency and connectivity.
- Championed IT security and infrastructure planning, utilizing tools like Microsoft Intune and disaster recovery strategies to ensure compliance, reliability, and business continuity.
NAVAL TRAINING DELIVERY SERVICES DESKTOP ADMINISTRATOR
Boaz Allen Hamilton
08.2019 - 09.2022
- Delivered enterprise IT support for training environments, managing system configurations, resolving complex technical issues, and ensuring seamless operation across hardware, software, and networks.
- Led classroom tech setup and server administration, including ECR site installations, while maintaining thorough documentation and upholding security, compliance, and licensing standards.
- Drove system optimization by training users, contributing to certification efforts, and offering strategic IT recommendations that enhanced service delivery and operational efficiency.
SYSTEM ENGINEER
Entre Technology Services
10.2018 - 03.2019
- Managed the setup, configuration, and maintenance of network and desktop systems to ensure seamless performance and robust security.
- Handled advanced technical support and network administration, both remotely and on-site, resolving complex issues for enterprise clients.
- Strengthened cybersecurity posture by implementing protective measures and creating detailed IT documentation for efficient system management.
ENTERPRISE DESKTOP ANALYST/NETWORK TECHNICIAN
US Department of Education
03.2010 - 10.2018
- Delivered comprehensive IT support across multiple regional offices, maintaining smooth day-to-day operations with minimal disruptions.
- Led service desk activities, prioritizing issue resolution, monitoring SLA adherence, and driving continuous service improvements.
- Mentored junior technicians, and implemented proactive system maintenance, boosting team efficiency and technical reliability.
INTEGRATED AVIONICS SYSTEMS CRAFTSMAN
US Air Force Reserve
12.2004 - 12.2010
- Led avionics maintenance teams and ensured mission-ready aircraft by performing precise diagnostics, repairs, and system upkeep in line with military aviation standards.
- Conducted thorough inspections and performance checks on aircraft systems, reducing downtime, and enhancing operational reliability.
- Maintained top secret clearance while upholding strict security protocols, and contributing to high-level defense readiness.
DESKTOP DEPLOYMENT ENGINEER
KMM Technologies Inc.
11.2009 - 02.2010
- Directed system rollout for the NGW FBI Task 10 project, managing smooth transitions of hardware and software, while meeting federal compliance standards.
- Delivered hands-on technical support and integration services on-site, ensuring all equipment and systems operated reliably within secure government frameworks.
- Tracked and managed IT assets with precision, supporting the successful deployment of peripherals, and maintaining strict adherence to security clearance protocols.
COMPUTER OPERATOR III
Department of the Navy
07.2006 - 07.2009
- Supported military operations by installing, configuring, and maintaining complex enterprise systems and applications.
- Delivered responsive on-site and remote IT support for mission-critical infrastructure, including secure communication systems, and VTC services.
- Handled user access management and service request tracking, ensuring system security and fast issue resolution in high-pressure environments.
LAN ADMINISTRATOR
The Computer Merchant
10.2005 - 01.2006
- Maintained smooth daily operations of LAN systems, ensuring consistent network reliability, and optimal performance.
- Served as a key bridge between technical teams, vendors, and end users to resolve issues swiftly and efficiently.
- Enforced robust security protocols and delivered frontline support, including system recovery, while operating under Top Secret Clearance standards.
IS TECH SERVICES STAFF II
Adecco/Wells Fargo
06.2003 - 04.2004
- Provided hands-on IT support across multiple sites, leading system upgrades, and data migrations with minimal disruption to daily operations.
- Installed and configured hardware, software, and user-specific applications, tailoring setups to meet diverse organizational needs.
- Streamlined tech issue resolution using HEAT 7.0, while maintaining custom system images to speed up new device rollouts.
SENIOR FIELD ENGINEER
Bank of America
10.2001 - 06.2003
- Directed company-wide PC rollouts, ensuring smooth integration of systems with minimal disruption to operations.
- Delivered expert support for essential business applications and network devices, both on-site and remotely.
- Partnered with consultants and internal teams to drive IT initiatives and contribute to service improvement strategies nationwide.
INTERN
Netdesk
06.2000 - 06.2001
- Configured and optimized classroom systems with various operating systems (Windows NT, WIN2K, SQL servers) to support seamless training sessions.
- Earned MCSE and MCDBA certifications, showcasing expertise in system administration and database management.
- Provided technical support, including system setup, troubleshooting, and coordination with senior technicians, ensuring smooth classroom operations, and efficient system performance.
CUSTOMER CARE REPRESENTATIVE
Ticketmaster NW
09.2000 - 03.2001
- Delivered prompt, effective customer support via phone, resolving issues, and enhancing satisfaction through clear communication and problem-solving.
- Managed customer accounts and ticket transactions using a command-line system, ensuring accuracy and timely updates.
- Supported event ticket sales across the Western U.S., assisting customers with seat selection, pricing, and order adjustments, while maintaining high satisfaction levels.
LOSS CONTROL MANAGER
CableCom Inc.
03.1998 - 06.2000
- Led safety inspections of crews and vehicles, ensuring adherence to company policies and regulatory requirements.
- Spearheaded accident investigations, providing detailed reports, and actionable recommendations for safety improvements.
- Delivered comprehensive safety training and briefings, while contributing to the development and implementation of national safety standards across all projects.
HEAD LIFEGUARD/WSI
Bremerton Tennis and Athletic Club
05.1997 - 12.1997
- Managed comprehensive pool safety operations, ensuring strict adherence to health and safety standards, while preventing accidents.
- Trained and certified new lifeguards are implementing continuous safety training to maintain high operational standards.
- Oversaw pool maintenance, including equipment, chemical levels, and cleanliness, while providing swimming instruction and safety guidance to members and guests.
MILITARY POLICE OFFICER (95B)
United States Army
02.1988 - 01.1997
- Ensured public safety and order on military installations by enforcing military law and overseeing security operations.
- Led investigations into traffic accidents, compiling comprehensive evidence and producing detailed reports for legal proceedings.
- Delivered community safety presentations and executed security initiatives for high-risk personnel and sensitive military facilities.
Education
CompTia Security +ce -
05.2019
Airman Leadership School - undefined
US Air Force Reserve
Integrated Avionics (C-17) - undefined
US Air Force Reserve
Electronic Principles - undefined
US Air Force Reserve
MS Windows 2000 MCSE and MCDBA - undefined
NetDesk Inc.
Project management in a wired world - undefined
Charter Communications
How to teach safe driving skills - undefined
Liberty Mutual Insurance
Military Police - undefined
U.S. ARMY
CompTia Security - undefined
01.2009
High School - undefined
North Mason High School
06.1987
Skills
- Adaptability
- Communication and Collaboration
- Leadership and Team Management
- Customer Service and Client Relations
- Problem-Solving and Analytical Thinking
- IT Service Management
- Cybersecurity and Compliance
- Project Management and IT Strategy
- Network Administration and Security
- System Administration and Deployment
Certification
- Certified ]Comptia Security+ ce
Timeline
COMPUTER SUPPORT SPECIALIST – LEAD
Lewis & Clark County/City of Helena
10.2022 - 11.2023
NAVAL TRAINING DELIVERY SERVICES DESKTOP ADMINISTRATOR
Boaz Allen Hamilton
08.2019 - 09.2022
SYSTEM ENGINEER
Entre Technology Services
10.2018 - 03.2019
ENTERPRISE DESKTOP ANALYST/NETWORK TECHNICIAN
US Department of Education
03.2010 - 10.2018
DESKTOP DEPLOYMENT ENGINEER
KMM Technologies Inc.
11.2009 - 02.2010
COMPUTER OPERATOR III
Department of the Navy
07.2006 - 07.2009
LAN ADMINISTRATOR
The Computer Merchant
10.2005 - 01.2006
INTEGRATED AVIONICS SYSTEMS CRAFTSMAN
US Air Force Reserve
12.2004 - 12.2010
IS TECH SERVICES STAFF II
Adecco/Wells Fargo
06.2003 - 04.2004
SENIOR FIELD ENGINEER
Bank of America
10.2001 - 06.2003
CUSTOMER CARE REPRESENTATIVE
Ticketmaster NW
09.2000 - 03.2001
INTERN
Netdesk
06.2000 - 06.2001
LOSS CONTROL MANAGER
CableCom Inc.
03.1998 - 06.2000
HEAD LIFEGUARD/WSI
Bremerton Tennis and Athletic Club
05.1997 - 12.1997
MILITARY POLICE OFFICER (95B)
United States Army
02.1988 - 01.1997
Airman Leadership School - undefined
US Air Force Reserve
Integrated Avionics (C-17) - undefined
US Air Force Reserve
Electronic Principles - undefined
US Air Force Reserve
MS Windows 2000 MCSE and MCDBA - undefined
NetDesk Inc.
Project management in a wired world - undefined
Charter Communications
How to teach safe driving skills - undefined
Liberty Mutual Insurance
Military Police - undefined
U.S. ARMY
CompTia Security - undefined
High School - undefined
North Mason High School
CompTia Security +ce -
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