This document is a resume for Willie Albert Norris III, who has over 20 years of experience in information technology roles including as a help desk specialist, network administrator, and IT manager. Norris has extensive skills in technical troubleshooting, software and hardware maintenance, user training, and network administration. He is proficient in Windows, Linux, networking and various software programs. Norris holds an Associate of Applied Science degree in Information Technology and received training from the US Navy where he served as a LAN administrator and information systems technician.
1. MILITARY IT HELP DESK SPECIALIST
Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting
IT professional with eight years of help desk experience providing software, hardware, client/server and
networking technical support.
5 years of experience as a Network/LAN Administrator. Responsible for creating and managing over 500 user
accounts.
6 years of experience in hands-on electronic maintenance.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for
excellent problem-solving skills and patience in dealing with frustrated users.
Lead the implementation of a refresh which resulted in over 250 new computers and 100 software
applications.
Coordinated and implemented technical training and reassignment of technicians in a manner that mitigated
the impact of manpower shortages.
KEY SKILLS
Technical Troubleshooting
Hardware Configurations
Offshore Team Collaboration
Software Installs
LAN Connectivity
Problem Diagnosis
Phone & Online Support
Client/Server Models
Preventive Maintenance
User Training/Support
Customer Service
Complaint Handling
TECHNOLOGY PROFICIENCIES
Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware
applications, Linux (Red Hat, Fedora and Suse)
Browsers: Internet Explorer, Firefox, Chrome, Safari, SeaMonkey Navigator
Call-Tracking Tools: HEAT, Remedy
Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Platforms: Windows, Unix, NetWare Servers, Citrix
PROFESSIONAL EXPERIENCE
WAN III LLC. -Chicago, IL
IT Manager, 2006 to Present
AMERICAN AIRLINES - Chicago, IL
Lead Ramp Agent, 2006 to Present
U.S. NAVY
LAN Administrator, 2002-2005
U.S. NAVY
Information Systems Technician, 1998-2002
EDUCATION & CREDENTIALS
Global Command and Control Systems Maritime United States Navy, March 2004
Information Systems Administrator United States Navy, July 2002
Naval Leadership and Training United States Navy, 2003
Information Systems Technician “A” School United States Navy, 1999
Westwood College O’Hare — Chicago, IL
Associate of Applied Science in Information Technology, October 2015
Areas of Study: Desktop Hardware, Linux, Linux Administrator, Network Essentials, Desktop Operating Systems,
WILLIE ALBERT NORRIS III 4197 W. 186 St. Country Club Hills, IL 60478
Phone: (773) 391-2933 Willie.Norris80@yahoo.com
