DeAndrea Norris is the IT Customer Experience Manager for the Johns Hopkins University Applied Physics Laboratory (APL). DeAndrea has 20 years of extensive hands on experience managing customer support teams focused on improving the customer experience within the organization. In her previous roles, DeAndrea has held positions as the Help Desk and Relationship Manager, supporting over 7,000+ internal customers. She helped to contribute to APL being recognized as one of Computer World Top 100 places to work in IT for the past 3 years. As a proud HDI member, she loves to share her vast experience of managing teams and improving the customer experience.