Ralph Norman
Evans,United States
Summary
Results-driven IT professional with over 10 years in IT help desk roles, specializing in technical troubleshooting and end-user support. Experienced Service Desk Team Lead, enhancing team performance through effective coaching and mentoring. Dedicated to ongoing development in cybersecurity and cloud computing, aiming to transition into a Cloud Engineer role.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Service Desk Analyst
SAIC (RITS)
08.2023 - 09.2026
- Provide courteous, high-quality support to approximately 37,000 USACE customers across CONUS and OCONUS.
- Troubleshoot Tier 1 and Tier 2 tickets to resolve issues with USACE internal infrastructure, applications, and systems.
- Managed ticket triage, documentation, prioritization, escalation, routing, tracking, transfers, and data integrity for all cases to ensure prompt resolution.
- Communicate with end users by phone, chat, remote desktop, email, and request-based tools.
- Troubleshot email, VPN, printer, and desktop issues using remote support tools to restore user functionality quickly.
- Enabled and unlocked Active Directory accounts for user access across the organization.
- Coordinated with Network Operations Security Center, software teams, systems engineering, and applications development staff to restore service and resolve core issues efficiently.
- Mapped network drives and printers to ensure user connectivity and functionality.
- Configure and troubleshoot VoIP phones.
- Enrolled government mobile devices into MDM (BlackBerry and Intune).
Service Desk Analyst II (Team Lead)
SAIC (AESD)
03.2020 - 01.2022
- Provide direct coaching and mentoring to agents for improvement in call quality, ticket quality, and troubleshooting techniques
- Facilitated resolution of complex calls and addressed supervisor requests.
- Ran ticket auditing and collaborated with upper management on issues relating to agent performance and a resolution path.
- Reporting of SLAs and queue management by finding agents strong suites and prioritizing the best queue to meet needs of the desk.
- Generated daily SLA reports for upper management to track performance metrics and ensure adherence to service standards.
- Diagnostic and repair work on workstations and mobile devices via chat/email/phone.
- Remote desktop use and repair, assisted Level 1 agents how to use Bomgar to resolve more difficult issues or to show users how to resolve the issue on their system.
- Created user accounts in Active Directory, ensuring proper access for each employee. in Active Directory, unlocking and enabling accounts.
- Maintained consistent responsibilities during transition from Unisys to SAIC, ensuring continuity of service and support.
Service Desk Technician II (Team Lead)
Unisys (AESD)
12.2014 - 03.2020
- Provide direct coaching and mentoring to agents for improvement in call quality, ticket quality, and troubleshooting techniques
- Acted as the first contact for level one agents regarding escalated issues, including admin privileges and VIP support.
- Guided agents on difficult calls and resolved supervisor requests to ensure efficient service delivery.
- Remote desktop use and repair, assisted Level 1 agents on how to use Bomgar to resolve more difficult issues or to show users how to resolve the issue on their system.
- Diagnostic and repair work on workstations and mobile devices via chat/email/phone.
- Conducted ticket audits and collaborated with upper management to identify agent performance issues and establish resolution paths.
- Reporting of SLAs and queue management by finding agents strong suites and prioritizing the best queue to meet needs of the desk.
- Created daily SLA reports for upper management to monitor and assess team performance metrics.
- Create User Accounts in Active Directory, unlocking and enabling accounts.
Education
Associates - Networking Specialist
Augusta Technical College
Augusta, Ga12-2011
Skills
- Active Directory
- Azure AD
- O365 support
- Network Troubleshooting
- SCCM
- MDM enrollment
- Powershell
- VOIP
- IT Service Management
- Service Now
- Ticket analysis
- Queue optimization
- SLA reporting
- Agent Mentoring
- Problem-solving
Personal Information
Title: Service Desk Analyst
Certification
- A+ (CompTia) | 2026-05, Security+ (CompTia) | 2026-05, CySA+ (CompTia) | 2026-05, MCP (Microsoft) | 2015-11, ITIL (PeopleCert) | 2016-08
Timeline
Service Desk Analyst
SAIC (RITS)
08.2023 - 09.2026
Service Desk Analyst II (Team Lead)
SAIC (AESD)
03.2020 - 01.2022
Service Desk Technician II (Team Lead)
Unisys (AESD)
12.2014 - 03.2020
Associates - Networking Specialist
Augusta Technical College