RALPH NORMAN
@ralphnorman
Service Desk Analyst at SAIC who supported USACE customers and troubleshot Tier 1 and Tier 2 infrastructure issues.
United StatesWhat I'm looking for
At SAIC (RITS), I provided Tier 1 and Tier 2 support for USACE customers, troubleshooting issues with internal infrastructure, applications, and systems. I also managed ticket triage and helped restore user access and functionality.
At SAIC (AESD) and Unisys (AESD), I coached service desk agents, reviewed tickets, and reported on SLAs and queue performance. I’m aiming to transition into a Cloud Engineer role and continue developing in cloud computing and cybersecurity.
Experience
Work history, roles, and key accomplishments
Provided Tier 1 and Tier 2 support to approximately 37,000 USACE customers, troubleshooting infrastructure, applications, and systems. Managed ticket triage, documentation, and escalation while configuring VoIP phones and enrolling mobile devices into MDM.
Coached and mentored agents to improve call quality, ticket quality, and troubleshooting techniques. Facilitated resolution of complex calls, ran ticket audits, and generated daily SLA reports for upper management.
Provided direct coaching and mentoring to agents, acted as first contact for escalated issues, and guided agents on difficult calls. Conducted ticket audits, reported SLAs, and managed queue assignments to meet desk needs.
Education
Degrees, certifications, and relevant coursework
CompTIA
Security+, Information Security
Earned Security+ certification in May 2026.
CompTIA
A+, Information Technology
Earned A+ certification in May 2026.
CompTIA
CySA+, Cybersecurity Analysis
Earned CySA+ certification in May 2026.
PeopleCert
ITIL, IT Service Management
Earned ITIL certification in August 2016.
Microsoft
MCP, Microsoft Technologies
Earned Microsoft Certified Professional (MCP) certification in November 2015.
Augusta Technical College
Associate, Networking Specialist
Associate degree in Networking Specialist from Augusta Technical College, completed in December 2011.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Website
bold.proSalary expectations
Job categories
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