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DeAndrea Norris is the Assistant Group Supervisor of Help Desk and Desktop Services for the Johns Hopkins University Applied Physics Laboratory (APL). DeAndrea has over 20 years of extensive hands on experience leading customer support teams. In her previous roles, DeAndrea has held positions as the Help Desk and Relationship Manager, supporting over 8,000+ internal customers. She helped contribute to APL being recognized as one of the Computer World Top 100 Places to Work in IT for four consecutive years. As a proud HDI member, she loves to share her vast experience of developing and mentoring teams.