Norris Elliott
Uniondale,NY
Summary
Technology Manager with over five years of IT managerial experience including oversight of application support and security services. Dedicated to customer satisfaction with a focused on delivery of technical solutions. Proven leader in directing operations, maintenance, while leveraging diverse methodologies and delivering solutions for multiple client needs.
Overview
7
7
years of professional experience
Work History
Application Support Manager
Dentsu
01.2019 - 02.2023
- Grew a support team of four, implementing improvements in
operations to client team support. Managed a team that covered 50
client support requests daily, which increased daily productivity by
10% - Collaborated with account managers, programmers, and product
management teams to help plan, develop, and execute technical
strategies aligned with the client's vision. - Aided in improving application reliability and readiness through
testing, highlighting potential issues, and passing improvements or tweaks to product teams voiced by the client
teams - Generated reports to track performance and analyze trends, broke down and evaluated user issues using test scripts, personal expertise, and probing questions. Diagnosed and troubleshot applications, hardware, software, and network issues. Passing incidents on to appropriate teams when needed
- Strengthened communication through regular interactions with internal and external teams.
Desktop Support to Team Lead
Dentsu Aegis Network
02.2016 - 01.2019
- Responded to customer inquiries and provided technical assistance over the phone and in person, supporting over 300 users onsite
- Configured hardware, devices, and software to set up workstations for employees. Installed and configured operating systems and applications
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software, and network issues. Broke down and evaluated user issues using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Streamlined repair processes and updated procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
MCSE/CNE - Career And Technical Education (CTE):
Computer Career Center
Garden City, NY02.2000
Medical Information Systems -
SUNY Downstate Medical Center
Brooklyn, NY06.1996
A.S - Liberal Arts
Nassau Community College
Garden City, NY06.1992
Skills
- JIRA
- Office 365
- Azure
- OKTA
- Confluence
- Service Now
- Adverity
- Trifacta
- Grafana
- MS Office suite
- Mac OS
- Windows OS
- Active Directory
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