Resume James Norwood

James E. Norwood, Jr.
2703 Ballad Boulevard  Louisville, KY  502.314.7562 (C) jamesenorwoodjr@hotmail.com
Profile
I am a business,technical,and analytical oriented IS/ITprofessional with 20+years of experiencein education,automotive,
medical field,warehouses,food industry,retail, hospitality,and utility –gas and electric.I havea strongbelief in teams for process
improvement and adapt easily to the roleof leader or team member.
Objective
Motivated leader and team player seeking for a position that provides me an opportunity to contribute my education, skills,
experience, background, and abilities for the advancement of a company.
Education
Western Governors University, Degree expected 12/2017
Information Technology concentration Security, BS
Technical Summary
Certifications: CompTIA A+, Project Management Courses
Systems/Software: CICS/ISPF/Mainframe, IBM/VM MVS, UNIX, Linux,Windows 8/7/Vista/XP/2000/NT/3.1, WINTEL
Servers, Windows Server NT/2000/2k3/2k8, WSUS, Network Protocols,DNS, OSI Layer, Implementation
of Windows 2003 and 2008 Active Directory, MS Exchange (Installation and accountmanagement)
2010,IIS,TFS, Virtual Desktops,Symantec Backup-Exec 2012, Barracuda Backup McAfee ePolicy
Orchestrator administration 4.x, Norton Antivirus,MicrosoftSecurity Essentials,AvastAntivirus,AVG
Antivirus,Vipre Antivirus,Novell Netware, GroupWise(Account Management), ConsoleOne and
iManager (network administration utilities),Mac OS, MS Project,MS Visio,MS Office Adobe Acrobat,
MS OfficeSuites 97-2013,Crystal Report 8.5-11, Citrix Application,CitrixManagement Console, Citrix
client,SQL Server Reporting Services, Remote desktop, NetScaler Gateway, VMware ( Player,
Workstation,VSphere, Esxi), Citrix Server (Install and configure),VDI’s,Infor Epitome Property
Management System, Infor PM10 Budgeting Software, Infor Liaison Interface,Infor Core, Delphi 9.5
Sales & CateringSystem, Micros 9700 POS,mTechHotSOS Service Optimization System, EZ-RMS, i-
Hotelier, Passkey,Symposium, Unifocus Guest Survey System, ADP TimeSaver Employee Time
Management, Cendyn, Cisco Jabber, MicrosoftSystem Center, UC4, Sitescan,SCOM, Xenmobile,
MobileDevices, VPN, RSA, VDI, Oraclee-Business,switches:HP, Netgear, Cisco;Routers: HP, Netgear,
Cisco (1800)
Databases: Oracle,MS SQL 2005 & 2008,MySQL, PostgreSQL, DB2
Languages:
Devices:
Java,C++, JavaScript,VBScript, Visual Basic,.Net, SQL, Powershell,Perl, HTML, CGI, Perl, VBS,
HTML/XML, C, Fortran,Pascal,Cobol,RPG, Assembler, JCL, Basic/QBasic,DOS Batch
Cisco/HP Router, Workstations,Macs,Tablets,iPad,iPhones
Management Skill: ITIL Knowledge, Managerial position(s)
Professional Experience
Business Analyst November 2016 – Current
Humana Healthcare/LanceSoft
•Functional testing, write and review cases based on Use Cases received from ProjectOwners to ensure accurateand full
testing
•Create high level test plan for releases.Create detailed test plan with dates, how often you need SMEs, what hours,what da ys,
what they need to test, etc.
•Create well-defined, repeatable test cases after requirements definition
•Fully responsiblefor new code testing.
•Define specificationsfor automated validation scripts.
•Write automated scripts and determine appropriatecandidates for automation
•Assistwith enhancement and automation requests, priorities

•Generate requirements for validation of releasecomponents
•Documentation of defects
•Prioritization of validation activities
•Regression testing for existingprocesses
Certified Software Analyst July 2016 – Current
Kindred Healthcare/Vertek Solutions Louisville,Kentucky
• Analyze system requirements and software dependencies for over 300 software applications
• Testing in DEV, QA, and Production environments before being released to production.
• Test and Certify Software requested to be on the Kindred HealthcareNetwork after analysis.
• Develop application Impactanalysis.
• Creating application recovery guides,test documentation, install,and uninstall documentation for all certified software.
• Serve as a ProjectManager coordinatingefforts between teams to test software with lineof business specificapplications
before certified for production release.
• Providetimelines between teams and development efforts to Senior Project Management for each software tested.
Coordinatetasks and testing amongst priority applicationsand development.
• Perform routine MicrosoftPatch and Application specificpatch maintenanceand release certification.
• Develop scripts and/or codeto modify programs as needed to supportbusiness needs and requirements.
• Create transformation fileto automate configuration changes for software applications.
• Manage and maintain Virtual Machines for each environment in testing for Windows 2000,Windows XP, and Windows 7
environments.
• Maintain and administer a QA lab with re-imagingmachines,runningcabling,and replacinghardwareas needed for the test
environments.
• Ensure change management procedures are followed for network certification and releaseof software.
• UtilizeHP Service Manager for ticket resolution, changemanagement requests and tracking,and task assignment.
• ProvideTier 3 Support for Over 300+ applicationscertified for production by my department.
• Providetouch labor,problem resolution,assetmanagement services via remote connectivity.
• Express excellent communication skillsbetween teams and testing efforts.
• UtilizeSharePointfor coordination and information sharingfor need to know parties requestingspecific permissions
guidelines
Windows Server Administrator June 2016 – July 2016
CHI (Catholic Health Initiatives)/HPE/Advantage Technical Resourcing Louisville,Kentucky
• Windows migration (2008 to 2012) and a datacenter move.
• Windows Server Administrator.
• Datacenter environments.
• SAN storage and non-SAN storage.
• Windows server clustering
• Windows servers that have SAN array dependencies.
• Windows servers that have no SAN dependency.
• Disk Signatures and Cluster moves
Technical Support Analyst March 2015 – April 1, 2016
LG&E KU, PPL/ Analyst International, Louisville,Kentucky
• Provides daily technical supportto all clients who experience technical difficulties whileusing
the various technologies within the infrastructureenvironment.
• Perform trouble shootingon technical issues.
• Identify and diagnoseincidents and assistin coordinatingrestoration of services with other IT
supportpersonnel.
• Monitor the health of infrastructure,applications,and data center facilities to identify the
impactof IT services on the various businessunits.With the assistanceof senior personnel
take correctiveaction to address alerts and resolvetechnical issues.
• Managed and configured Virtual Desktop environments and platforms of Hyper-V, VMware, Citrix
• Active Directory Management which includes: Permissions,ACLs,Group permissions,rootcauseanalysis,Core
competency, Access permission,Administration skills,parent-child objects,scopes group.
• Utilizemonitoringtools includingMicrosoftSystem Center, SCOM, SCOMWEB, UC4, Sitescan, Citrix Netscaler
Oraclee-Business to help isolateincidents.
• General understandingof user accounts on the network includinge-mail.Understands access

to various resources on the network. Understands groups and group access to network
shares.
• Demonstrates soft skills,interpersonal skills,customer serviceskills,troubleshooting,and
handlingIncidents as needed.
• Knowledge of department projects that may impactthe various lines of business.
Understands how clients and ITare affected by IT services.
• Researches and provides possiblesolutionsfor known problems. Understands documentation
for procedures internal to the department.
• Usingan incidenttrackingapplication,records,maintains,and with assistanceresolves client
incidents accordingto servicelevel agreement.
• Research and maintain standard operatingprocedures and other departmental documents as
instructed.
• Recommends and implements process improvements within the department and IT
organization.
• With assistancecoordinates efforts with other departments to ensure proper client
documentation is created as instructed.
GLAM Analyst II November 2014 – December 31, 2014
Marsh and McClennan/US Techsolutions, Louisville,Kentucky
Responsibilities:
• Perform access and accountsupportfor internal applications and systems,network shares,UNIX servers,and email access.
• Manage and utilize,with a high degree of competency, system administration tools and processesto effectively deliver Access
Management objectives.
• Followup on all questions,problems,or suggestions and respond to employee inquiries with appropriatelevel of urgency.
• Perform the provision of ad-hoc adviceand supportfor non-servicecatalogueitems and general queries as directed.
• Take part in Service Improvement Programs (SIP’s) as required
• Interactwith senior colleagues in other areas of technology to identify and correct problems.
• Deal competently with multiplelargeprojects or problems simultaneously.
• Ensure GLAM services aredelivered to defined SLT for all aspects of technology delivery.
• Ensure that monitoringrequirements are implemented and observed.
• ProvideAd-Hoc reporting for Service Delivery as required.
• Provideappropriatesupportdocumentation and tools for colleagues atall levels.
• Answer queries regardingthe use of current and new technologies.
• Collaboratewith projectteams to determine issueresolutions.
• Review problem trends and recommend corrective actions to avoid outages.
• Ensure that the established changemanagement processes areimplemented
• Implement services in linewith the Service Catalogue.
• Keep abreastof technology developments.
• Maintain knowledge of all servicecatalogueproducts.
• Remain up-to-date on all technology projects with potential impactto role.
• Proposenew technology that supports the business needs.
• Develop and maintain solid understandingof employee needs and business applications,
usingthis knowledge to enhance the serviceprovided.
• Adhere to standards as defined,identifyingand recommending improvements to existing
standards.
• Implement policies,standards and processes for all aspects of GLAM Operations.
• Ensure that all security policies arefollowed and enforced.
• Use best practiceprocesses in every request, to be compliantwith SOXFSA audit
requirements.
• Ensure that approval for any out of budget spend is obtained prior to commitment.
Technician Analyst May 2014 – November 2014
Catholic Health Initiatives/Pyramid Consulting Inc., Louisville,Kentucky
• Assistwith application development, architecture, software maintenance, and systems
administration.

• Engagement in a project from initial conceptthrough solution delivery.
• Usingproven methodologies, best practices,and technology solutions businessprocesses and
Technology.
• Analyzes,designs and creates program specificationsor logic.
Confirms technical requirements and assists with the development of technical specifications.
• Tests and implements modificationsand/or enhancements to computer systems,sub-systems
to meet project objectives and department standards.
• Develops customized reports and system extracts at an intermediate level.
• Active Directory Management which includes: Permissions, ACLs, Group permissions, root cause analysis, Core
competency, Access permission, Administration skills, parent-child objects, scopes group.
• Ensures compliancewith scope statements, general and detailed statement of work. Scopes
will includetimeestimates for assigned projects.
• Prepares test data and tests systems and sub-systems.
• Supports and implements changes to existingsystems,procedures and hardware
configurations.
• Analyzes,researches,debugs and modifies or recommends modificationsto current systems
to keep them operatingin an efficientand effective manner, conformingto existing
department standards.
• Strong contributor to resolutions duringemergencies of production system problems.
• Maintained and updated system documentation.
• Develops interfaces utilizingreusableservices.
• Provides Level 2 and 3 support.
• Develops and performs test plans on interfaces.
• Additional tasks/responsibilitiesas defined.
• Will requiresomeon-call coverageresponsibilities.
Helpdesk Analyst November 2013 – March 1, 2014
Norton Healthcare/Sarcom Inc./PCM, Louisville,Kentucky
• Providecustomer phone support, resolvetechnical issues,logand escalatecallsas
appropriate.
• Answers incomingcallsin a professional,friendly and timely manner.
• Builds a strongrelationship with end users by projectinga positiveattitude and providing
helpful support.
• Will havea necessary understandingof our services.
• Troubleshootand problem solveefficiently by usingactivelisteningskillsand asking
pertinent, specific questions.
• Will work to handleany user problems before findingitnecessary to escalatethe issueto a
higher Level.
• Closetickets in a timely manner and followup with all end users to ensure customer
satisfaction.
• Will followall company/clientprocedures as well as HR policies.
• Other duties as assigned.
• Networking and infrastructuresolutions.
• Enterprise systems and storage solutions includingdata migration,replication,disk/tape
storage management, SAN, NAS and virtualization.
• Integration and configuration solutions.
• Monitoringand operations solutions.
• Advanced printingsolutions.
Application Specialist/System Administrator June 2012 – May 2013
Galt House Hotel, Louisville,Kentucky
• Establishingand maintainingretail rates daily for the property--- yield individual rates within
PMS System in accordancewith supply/demand principlesusingrevenue management
applicationsand competitive rate survey tools.
• Prepare materials and attend regular yieldingmeetings to discussmarketconditions and
strategize pricingconsumer purchasingbehavior/relativeto increaseprofitability.

• Determine and modify Sales Manager MAR in Delphi system to achieve maximum profitability
from group sales. Monitor sales bookings for adherence.
• Responsiblefor providingrates and inventory for all Third-Party websites and GDS-
participatein sitepromotions as business needs warrant.
• Coordinatehome website packaging/promotion execution and communication.
• Learn the process to analyzegroup pace reports monthly/quarterly and communicate
positive/negativetrends.
• Communicate need dates (low demand)/black-out (high demand) time frames to sales
department on a quarterly basis.
• Conduct a bi-annual “SWOT” analysisand reportany significantcompetitive changes to CRM
to report to leadership.
• Assistin forecastingand the budgeting processes and report historical variances.
• Support CRM activities and tasks includingcommunication with vendors and internal
departments, which directly impacts revenue generation for the hotel. Other duties as
assigned.Hotel sales experienceand understandingof hotel’s PMS, bookingengines, and
applications.
• General knowledge of the principlesand practices of yield management.
• Knowledge of all marketsegments and bookingbehaviors to determine appropriateprice
structures,sensitivity to changeability in marketconditions and the ability to adaptto achieve
primary purposeof profitability.
• Ability to accomplish multipletasks and expediently work with all computer software
programs and internet/extranets, ability to present facts and recommendations effectively in
oral and written form.
• MicrosoftSQL database2000/2003.
• Databasemanagement of MicrosoftSQL Databases 2003 and 2008 and query writingplus
report writingwith Crystal Reports IX and MicrosoftReport Builder.
• Coordinateupgrades, new releases or changes to the assigned environment.
• ProjectManagement and Team Leader to implement and manage projects and teams of 15
• WINTEL Server Administrator of Windows 2k3/2k8.
• Creatingand managingVirtual Servers,Virtual Desktops, Hyper-V, VMWare ESX..
• Strong Customer Service Orientation and ability to followthrough on issueresolution.
• Apply proven communication and problem-solvingskills to guideand assistvendor partners
and teams.
• Ensure processes arein placeto facilitatetimely engagement of the application support
function in project activities.
• Ensure proper integration of application supportour HMS and other application vendors,
consistentwith its core infrastructure.
• Knowledge of hotels, the hotel industry,and various hotel and hospitality departments.
• Operational processesand transformthem into scope and/or requirements duringthe
development of functionality and application process.
• Generate and update appropriatedocumentation as per policy and procedure. Including
requirements, specifications,changecontrol,trainingand end user documentation.
• Provideongoing maintenance, supportand development to applications.
• Maintains currentknowledge of technology by attending appropriatecontinuingeducation
training/seminarsand readingrelated periodicals.
• Able to interaction and collaboration with all management, vendors, customers.
• Provides recommendations for evaluations of new technologies.
• Efficientuse of resources in daily procedures,processes and practices.
• Performs ongoing maintenance and review of applications systems and programs;identifies
problems and develops appropriatesolutions.
• Develop a strategy for the evolution of application supportservices;includingbreak/fix,root
causeanalysis,maintenance,operational improvements and optimization.
• Conduct analyses of patches and fixes to minimize risk to the production environment.
• Ensure that all appropriatepatches and code fixes are applied in a timely manner to ensure
compliancewith servicelevels and to ensure that the production application support

environment is supportableand highly available.
• ProjectLead for installinga cisco network and phones.
System Administrator June 2011 – February 2012
Whatever It Takes, Louisville,Kentucky
• Networking Analyst
• Co-managed a MPLS networks usingWhatsupgold to monitor network (Servers, T1’s,
routers, switches,AP’s).
• Configure PPP over Ethernet with NAT for firewall.
• Build White-box server and managed both Dell and HP Servers.
• Install,Configurations,Deployment WINTEL Windows Server 2003/2008 management.
• Configured Servers with DNS, DHCP, and services.
• Managed Active Directory for a MicrosoftNetwork.
• Managed machines remotely usingVNC, RDC, RDP, Logmein.
• Built,install,and configurationsof Virtual Servers,Virtual Desktops,Hyper-V.
• Manage printers on AD via Printer Management.
• Manage group policy on AD with Group Policy Management.
• Configured and deployed Anti-Virus for monitoringand proactively keep all machines cleaned.
• Back-up Systems: Choose filesystems and server, check consoleto ensure no errors were
made duringback-up,correct all errors for next back-up. Pulled finish tapes and replacewith
a new back-up tape.
• Co-managed a SCO Unix Systems (Vendor configured and management) which is was the
Main Inventory and Sales System.
• Installed and configured routers with
• Setup new store and installingnetworkinginfrastructurewith D-Mark, T-1, 66-Punch down
block cables,router, FileServer, Telephone System, Camera System with cameras,
Printers,Computers.
• Helpdesk Service Technician.
• Computer Hardware Repair of Desktops, Laptops, printers,cameras,servers, and create
patch cables.
• OS installed and configured Windows XP and Windows 7.
• Responsiblefor ordering,RMAs, shipping,and receivingany relevant equipment.
• Installed all company’s applications.
• Did troubleshootingfor break/fixes,especially remotely
• Cabling Technician.
• Cutting, labeling,pulling,dressingand terminatingvarious types of cables.
• Rack mounting electronic equipment to manufacturers’ specifications.
• Performs mechanical set-up of equipment racks.
• Basic operation of cabletest equipment.
• Installation and termination of Coaxial,UTP, Multiconductor and Fiber Optic Cables.
• Responsiblefor the mechanical configuration of equipment racks.
• Installation of electronic equipment.
• Maintains theintegrity of the system wiring.
• Computer Support Technician.
• Responsiblefor installingand configuringHardwareand knowing new technology.
• Responsiblefor installingand configuringsoftwareand know new technology.
• Remote management.
• Security Camera and systems.
• Pullingand installingcablefor camera(s).
• Adjustand configuringthe camera(s) for picture perfect views.
• Configured the voltage for the camera(s).
• Configured the EMS camera system on Windows 2008 servers.
• Telecommunication systems.
• Buildingand movingthe D-Mark and installing66-Punch down and installinglines for T1.
• Installingcablefor telecommunication network.

• Install and configuretelecommunication system and router.
• Installingand configureVOIP networks.
• Installingand configureVOIP phones.
• System Analyst.
• Support and manage Warehouseand Inventory Management System and their applications.
• Support Accounting System on Windows 2008 Server and clientworkstations.
• Worked with third party vendor on Fax System that worked in conjunction with 2010
Exchange Server.
• Support, monitor and maintain operations of existingsolutions,workingwith end users to
resolveany identified issues or gaps in processes or documentation.
Support Specialist, July 2004 – September 2010
University of Louisville Hospital, Louisville,Kentucky
• Pro-activehardwareand software maintenance, servers,workstations and peripheral
equipment.
• Performs system audits to verify compliancewith computer policies;includingservicepack
installation anti-virussignatureupdates and proper settings of software parameters.
• Maintains “KnowledgeBase” of software applications;includingproductbriefs,installation
procedures technical supportissues and softwareaddendums, and other documentation.
• Gave user technical supportwith all applicationsthataresupported and others.
• Works well with patients, physiciansand other employees.
• Able to providesupporteffectively over the phone and by usingremote desktop solutions.
• Good multi-tasking,a strongwork ethic, and exceptional communication skillsarea must as
well as the ability to take directives and work effectively with limited supervision.
• Managed WINTEL Windows Servers NT/2000/2k3/2k8.
• Ability to useRemote Desktops of RDP, RDC, Symantec Remote Desktop, VNC, ultraVNC.
• Created, configured, and managed virtual Servers,Virtual Desktops, Hyper-V.
• Bench Technician duties of develop projects,implement projects,supervised projects,trained
others for projects,and maintain inventory of storage, equipment, and supplies.
• Proficientin troubleshootingand supportingWindows XP/7. Performing maintenance and
repair on PC, Laptops, Notepads, WYSE terminals,PDAs or Pocket PCs,mounting devices,
Dual Monitoring,scanners,wireless devices,and other peripheral devices and
installations,configurations,troubleshooting,and repairs.
• Create and followestablished protocols,procedures,and policies.
• Maintain up-to-date knowledge of products and/or services.
• Prepare reports and correspondenceas needed.
• Clientsidesupportfor the Apple community (hardware and software support for Mac Books,
Mac Pro-workstations,and iPads).
• Clientsupportfor the Remote User community.
• Support Applications and Systems.
• Created, managed, maintained databases (MS Access,MS SQL, and Oracle).
• Prepared technical trainingand process documentation for team, to aid with day-to-day
supportissues.
• Managed RIS (Remote Installation Services) Server for installs,configure,and maintenance
included scripts for runningimage,drivers,and other applications.
• Scriptingusingpowershell,VB, JS, and batch.
• Use of networking concepts and protocols including:TCP/IP,SMTP, FTP, UDP, ICMP, NetBIOS,
DNS, DHCP, Email,VPN, Routing, Switching.
• Update and managed McAfee anti-virus monitoring,as-well-as,anti-spyware.
• Serve as technical liaison with vendors.
• Supported over 200+ hospital softwareapplications.
• Worked other duties as assigned.
Helpdesk June 2003 – July 2004
University of Louisville Hospital, Louisville,Kentucky

• Respond to and diagnosetechnical personal computer and software problems through discussions
and interviews with users.
• Provides customer assistanceto users on utilization of softwareproducts, Command and recruiting
specific softwareapplications.
• Typically ableto resolveless complex problems immediately utilizingPC,software
and peripheral equipment as well as video teleconferencing equipment.
• Providecustomer phone support, resolvetechnical issues,logand escalatecallsas
appropriate.
• Answers incomingcallsin a professional,friendly and timely manner.
• Builds a strongrelationship with end users by projectinga positiveattitude and providing
helpful support.
• Will havea necessary understandingof our services.
• Troubleshootand problem solveefficiently by usingactivelisteningskillsand asking
pertinent, specific questions.
• Will work to handleany user problems before findingitnecessary to escalatethe issueto a
higher Level.
• Closetickets in a timely manner and followup with all end users to ensure customer
satisfaction.
• Will followall company/clientprocedures as well as HR policies.
• Other duties as assigned.
• Monitoringand operations solutions.
• Advanced printingsolutions.
Field Technician, Louisville,Kentucky May 1998 – June 1999
Space Scan Technologies, Louisville,Kentucky
• Troubleshooting PC problems.
• Installing new PC’s.
• Installing hardware & software.
• Configuration of hardware and software.
• Troubleshoot and repair printer problems.
• Troubleshootingnetwork LAN& PC problems,installingnewPC’s,installing and assistin buildingservers,installinghardware& software
in PC’s, configuration of hardware and software.
• Build PC’s, install& configure software, repair PC’s.
• Server training classes.
•Troubleshoot and repair printer problems.
• Maintained work releases and follow ups.
• Instructed clients how to use software applications.
System Administrator/Instructor, Louisville,Kentucky May 1997 – June 1998
Project 1
• Installing hardware & software.
• Configuration of hardware and software.
• Troubleshoot and repair printer problems.
• Instructingcourses in basic ITskills.
• Managed and administer Novell network.
Helpdesk October 1997 – May 1998
University of Louisville, Louisville,Kentucky
• Customer product support software and applications.
• Customer installation and configuration of company’s internet software package.
• Troubleshoot hardware problems.
• Support of Windows, Unix, IBM/VM MVS.

Computer Center Supervisor August 1994 –May1998
University of Louisville, Louisville, Kentucky
• Supervised and managed team of 10 – 12
• Assisted in supervising two Centers.
• Assisted in administration of 220 user LAN.
• Scheduling and managing of employees.
• Troubleshooting, Install, configure, repair network issues, PC’s, printers, & peripherals.
• Install, configure, and revise software.
• Training employees on technical skills.
• Instructed and assisted users on software applications.

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