Alan Norman

Primary escalation owner and de facto Incident Commander for enterprise IT infrastructure supporting critical manufacturing operations across multiple sites. Owned end-to-end incident response for 100+ high-severity events — including ERP system outages and infrastructure failures — driving triage, mitigation, and executive communications through to resolution. Consistently recognized by stakeholders for structured follow-through and clear communication under pressure. Served as the primary escalation point for complex Level 2/3 issues across Microsoft 365, Active Directory, and endpoint environments, maintaining 95% on-time SLA resolution while delivering white-glove support to leadership and key stakeholders. Built incident response SOPs, escalation workflows, and KPI dashboards from the ground up — reducing mean-time-to-resolve by 20% and cutting ticket backlog by 30% through deliberate process formalization. Authored and formally presented a minimum of 5 SOPs annually through a structured peer review and approval process — writing each procedure, presenting to the team for critique, incorporating feedback, and publishing for organization-wide use. This discipline produced documentation that non-technical staff could follow without additional guidance. Led the full lifecycle deployment of Miradore MDM for Android device management — configured the platform from scratch, designed standardized tablet naming convention templates for consistency across sites, authored the deployment SOP, and personally trained technicians at each site on device enrollment and configuration. Took an unstructured rollout and turned it into a repeatable, documented process that any technician could own independently. Partnered with MSP and ODM/OEM vendor teams to coordinate hardware and firmware escalations, documenting root cause analyses and corrective actions to prevent recurrence and improve long-term stability. Maintained and continuously expanded the team knowledge base, improving first-contact resolution rates and reducing new-hire ramp-up time by 35%. Received multiple perfect customer satisfaction scores, with stakeholders specifically citing structured troubleshooting, patience, and consistent follow-through in complex, high-pressure situations.

Quanex (formerly AmesburyTruth)

Delivered Tier 2 infrastructure support to 150+ enterprise users under strict SLA targets. Achieved 95% first-contact resolution across Microsoft 365, Active Directory, and endpoint environments through disciplined triage and escalation practices. Coordinated hardware deployments and system refresh cycles with minimal downtime, maintaining service continuity across a fast-paced manufacturing environment. Reduced new-hire onboarding time by 30% through standardized provisioning workflows and clear, repeatable documentation.

Badger Sportswear

Managed enterprise IT operations across a 9-school territory while building and leading the district's first structured technician training program. Designed and launched the district's inaugural technician training program — built entirely from the ground up with no existing framework to reference. The curriculum covered school environment management, stakeholder relationship building, ITSM platform administration, and workload accountability across multiple sites. The program became the district standard for all incoming technicians. Recruited, trained, and developed 6 technicians through a structured two-month hands-on curriculum — beginning with direct shadowing and progressing to supervised independent management of assigned school sites, ensuring each technician reached full operational autonomy before solo deployment. Maintained ongoing performance oversight by gathering direct feedback from the principals and teachers each technician served — creating an external accountability loop that went beyond ticket metrics and reflected real-world service quality. Reported technician progress and deficiencies directly to the IT Director on a consistent basis, maintaining honest, transparent communication that contributed to informed personnel decisions including one dismissal. Delegated school site ownership to trained technicians, assigning each a defined portfolio of schools and holding them accountable to service standards through structured stakeholder follow-up. Sustained 98% system readiness across all sites — balancing the operational demands of a 9-school territory with the ongoing responsibility of developing the team around him. Implemented and managed MDM solutions for centralized device tracking, patching, and hardware troubleshooting across campus environments. Maintained 100% accuracy in hardware asset tracking, technical documentation, and audit readiness.

Iredell-Statesville Schools

Led the US-based 3rd shift help desk operation as part of Ralph Lauren's global support team, serving as the primary coordination point between North America, Hong Kong, and Sweden across a 24/7 follow-the-sun support model. Served as 3rd Shift Help Desk Lead for the US arm of a global enterprise help desk, maintaining service continuity across time zones where other teams could not reach end users — ensuring no coverage gaps in a round-the-clock operation. Coordinated directly with help desk teams in Hong Kong and Sweden on cross-regional issues, managing handoffs, aligning on escalation priorities, and ensuring consistent resolution across the global operation. Escalated store-level issues that exceeded help desk resolution capability to the appropriate L2 teams, managing the escalation lifecycle from identification through to closure and communicating status back to the business. Partnered with L2 help desk engineers to work through complex issues, bridging the gap between frontline support and deeper technical resolution — developing an early foundation in structured escalation workflows that has defined his career since. Trained incoming 3rd shift analysts on tools, workflows, and escalation procedures — particularly those rotated to 3rd shift specifically because certain global time zones required coverage that daytime staff could not provide. Achieved 95% first-contact resolution across a high-volume global ticket queue, managing 500+ monthly tickets with rigorous documentation standards and reducing response times by 20% through proactive queue management.

Ralph Lauren

Delivered on-site hardware diagnostics, component replacement, and infrastructure troubleshooting for enterprise clients in live production environments. Provided hands-on hardware diagnostics, firmware updates, and infrastructure troubleshooting across 50+ enterprise client sites — gaining direct experience with server and workstation hardware in high-availability production settings.

World Wide Tech Services

Founded and operated a multi-subsidiary services business under contract, growing revenue from zero to $1.2 million within two years while managing two distinct business lines, a cross-functional team, and a direct client relationship with the United States Postal Service. Postal Contract Division Developed the business plan and proposal that won the USPS contract from the ground up — identified the opportunity, built the operational model, and presented a plan compelling enough to secure the government agreement that launched the business. Grew postal contract revenue from $0 to $1.2 million within two years through disciplined operations management, client relationship stewardship, and continuous service delivery improvement. Served as the primary relationship owner with the Postmaster, managing day-to-day operational coordination, resolving service issues, and maintaining the trust required to sustain the contract across nine years of operation. Optimized staffing from 8 employees down to 4 without sacrificing service quality — identifying inefficiencies, restructuring workflows, and building a leaner operation that performed better with fewer resources. Managed all customer success and complaint resolution, maintaining the service standards required under a long-term government contract. Office Supply Division Drove B2B sales for the office supply subsidiary, managing the full sales cycle from prospecting through close and ongoing account management. Oversaw logistics and delivery operations, ensuring accurate and timely fulfillment across business accounts while managing the division with a single employee. Provided office layout consulting and furniture installation services, functioning as a trusted advisor to business clients on their physical workspace design. Handled all marketing, branding, and graphic design — including business cards and corporate invitations — extending the value offered to clients beyond products and into brand presentation.

DBM Services LLC

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Mastercard Cybersecurity Virtual Experience

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ISC2 Certified in Cybersecurity (CC)

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ThinkCloudly Splunk Bootcamp

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ThinkCloudly GRC Bootcamp

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