Blake Norby


As I begin a new life in seminary, I want to find a career that speaks to the values that I am passionate about: reaching out to those that are lost or alone, and teaching faith with heart, mind and soul within a Christian community. 

Work History

Work History
Jul 2007 - Apr 2009

Engagement Manager
  1. Managed up to 10 clients and their projects, including time/materials development work and on-going Maintenance/Support fixed monthly contracts.
  2. Initiated and managed 3 teams of associates (developers, QA and operations employees), including forecasting hours, issue mitigation and reports for both client and internal management.
  3. Performed client assessment of their business, systems and technology, and negotiated contracts based on assessments.
  4. Automated manual processes of client issue and time reporting, increasing my capacity to take on more clients.
Nov 2003 - May 2007

Project Lead

Business and Technology Systems Reengineering

  1. Document all as-is processes, reports and “to-be items” within each department
  2. Work with cross-functional teams to analyze and authorize the gap analysis
  3. Coordinate among global teams in process research
  4. Develop SharePoint project management tool for coordination of documents, issues, risks, decisions, tasks and timesheet for every team, and roll up information for project manager
  5. Act as liaison between IM&T and business owners

IT Department Restructure - ITIL

  1. Write and publish SLA’s and OLA’s within organization
  2. Reduced abandon rates and increased speed-to-answer statistics
  3. Increase speed of resolution time for escalated work orders
  4. Increase effectiveness of release and deployment of hardware and software
  5. Reduce costs of routine processes by matching leveled resources to job requests
  6. Aligned service desk software to new structure

Franchise Office Software Management System

  1. Lead status meetings during development stage
  2. Developed packaging of software, exceeding order expectations 
  3. Lead Release team in releasing office software system
  4. Developed SharePoint site for on-going release process
  5. Integrate ITIL best practices for on-going life-cycle of office management system
2002 - Nov 2003

Service Desk Analyst
  1. Provided national phone support for HQ and field locations, including training, password resets, hardware and software troubleshooting and escalating calls
  2. Provided custom reporting tools using MS Access and phone system database
1996 - 2002

Training Specialist and Service Desk Analyst

Training Specialist

  1. Analyzed, developed, designed and implemented application training for over 1,000 users across the U.S.
  2. Developed proposal for company Intranet and managed its development
  3. Trained staff at all levels on proprietary software
  4. Developed on-line help and resource manuals using MS Word and Robo-Help
  5. Coordinated and wrote technical newsletter for users
  6. Managed computer based training project of customer care and sales training

 Service Desk / Analyst

  1. Troubleshot problems with MS Access and PC hardware/software
  2. Provided phone support for national retail system for over 1,000 users
  3. Assisted in the development of office management system using Visual Basic and MS Access
  4. Analyzed user needs and communicated them to development staff
  5. Assisted in software specifications documentation
  6. Provided coordination of and assistance with testing procedures for software development
  7. Provided custom reporting tools using MS Access and Visual Basic