Joseph L. Van Norman

PURPOSE

EDUCATION

Related Coursework:

• Principles of Business Management - Trinity College 1992
• Programming in Assembly - Trinity College 1992
• Programming in LISP - Lake Forest College 1994
• Programming in C - College of Lake County 1998
• Programming in Pascal - Stevens Point Area Senior High 1989-91
• Programming in Fortran - Stevens Point Area Senior High 1990

EXPERIENCE

Developed position of IMAC Coordinator. Developed process for receiving through installation of leased equipment. Planned and implemented creation of team to install and rebuild computers to meet Service Level Agreements. Maintained asset management information, and Q/A data.

Managed daily operations of 5 Network Engineers. Scheduled appointments, handled escalations, provided administrative and technical support to technicians. 

Developed position of Help Desk Lead. Responsible for management of the day-to-day operations of the Call Center Help Desk. Supervised a team of Help Desk Specialists and worked with Tier 2 Help Desk to resolve customer issues on a timely basis. Responsible for reviewing Help Desk performance measures and identifying and implementing procedures for improvement. Maintained statistical information regarding meeting of group service level agreements, individual, and group performance.

Provided desk side and telephone technical support for Macintosh users. Provided troubleshooting for: Microsoft Office, Netscape Navigator, Netscape Communicator, Telnet, Fetch, Now Up-To-Date, Retrospect, Empower, and MacOS. 

Provided deskside and telephone support for WindowsNT users.  Provided troubleshooting for:  MS Office, Netscape, Mapping Drives, Printing, Network connectivity.

Maintained web site for distribution of information to technicians.

Provided technical support to Macintosh and PC users at corporate office and four branch offices around the country. Provided troubleshooting and training in use of: MacOS, Word, Excel, QuickMail, GroupWise, Now Up-To-Date, Now Contact, Quark Xpress, and Trilogy's corporate database. Resolved a wide variety of user complaints and concerns in startup, network connectivity, and application usage. Installed application and system software on MacOS and Windows 3.1. 

Assisted in AppleTalk network administration. Initialized user accounts and user groups on AppleTalk file server and QuickMail. Created folders (directories) and access rights. 

Created corporate web site utilizing: HTML, CGI scripts, client image mapping, tables, forms, and meta tags. Assisted in creation and implementation of Internet use strategy. Created documentation of corporate database for intranet web (100 HTML pages). Created graphics used in corporate internet and intranet web sites. 
 

Prepared classrooms for software training classes which included hardware maintenance, software inventory maintenance, hard drive management, and Novell network installation and maintenance. Setup and tested more than 100 software packages. 
 

Performed software installation, software inventory management, hardware inventory development, and technical support for IBM PC compatibles, and Macintoshs. Assisted in network installation for network services to residence halls and faculty. 
 

Hardware and software support for students and faculty with Macintosh and IBM PC compatible computers. Provided assistance for various software programs. 
 

Modified existing programs and developed new programs for use by staff members. Programmed in Turbo Pascal. Assisted in installation and maintenance of Starlan network. 

Other Experience

Marketed mutual funds & life insurance via personal appointments.