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Manager Technical Support

Burbank, CA
February 20, 2020

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Gerard Michael Norris

Burbank, CA



Accomplished IT Technical Support Manager with over 10 years’ experience providing diverse industries with leading computer information technology services and solutions. Possesses specialized credentials that promote a unique combination of security, networking, and troubleshooting competencies, facilitating the ability to work across various operating systems and effectively communicate with end users, customers, and other stakeholders. Core competencies include:

● Technical Support / Help Desk Support ● Software Documentation and Installation

● Networking and Troubleshooting ● Performance Optimization

● Data Analytics / Trend Analysis ● Electronic Medical Records Usage

● Project Management / Change Management ● Documentation and Reporting


SAFER Systems – Industrial Scientific, Westlake Village, CA 12/2018 – Present

Technical Support Manager

Lead a team of employees by providing technical support (SaaS and legacy products) for a global leader in integrated real-time chemical emergency management solutions for chemical processing plants.

Train employees on new standards and procedures, new software deployments, and fixes to address most common issues found through product documentation and implementations.

Maintain customer contracts, implement best security practices, and initiate change management for product installation and support.

Facilitate reporting through Salesforce to optimize performance of ongoing issues to improve customer support and maintain service level agreements (SLA).

Manage the ticketing system, including the creation, assignment, resolution, documentation, and reporting of issues and requests.

National Veterinary Associates, Agoura Hills, CA 10/2016 – 12/2018

IT Help Desk Administrator II – System Administrator / Security / Systems Implementation

Served as SME for Tier II escalation of complex and time sensitive issues that impacted revenue and patient safety.

Managed an environment with over 10,000 end users and over 700 servers using Windows Server 2003 – 2019.

Used data analysis to monitor trends, such as total ticket counts, highest closures, and locations with most issues, implementing fixes and creating projects to address trends.

Served as Systems Administrator for the following processes: physical and cloud data backups, security for digital radiography, and new acquisitions.

Led the Disaster Recovery Project to create fast and efficient responses, resulting in 99.999% uptime for specialty sites.

Assisted Project Manager in the development for new sites, including hardware and software implementations and creating project plans with a cost benefit analysis.

Valley Presbyterian Hospital, Van Nuys, CA 09/2011 – 10/2016

Senior Desktop Technician / Help Desk Specialist / Operations Specialist

Managed the print server for over 1,000 devices and 1,600 users throughout four sites with VMWare.

Promoted to Administrator for Windows 7 imaging deployment using Dell KACE inventory setup, patch management, and software packaging.

Developed a patch management policy used for system hardening which led to weekly patch updates, immediate patches, patch testing before deployment, and rollback patching in case of any compatibility issues.

Set up inventory to manage devices between users, retirement of devices, and monitoring of devices.

Facilitated software packaging for devices for deployment through the K1000, removal of software remotely, and updating of software.

Led significant IT projects as part of the $4M government funding for IT improvements to the hospital system, including the installation of computerized display boards on virtual machines,portable workstations on wheels for nursing and physician charting, and bar code scanners for Bed Side Medication Verification and Chart Physician Order Entry.

Initiated Tier 1 / Tier 2 troubleshooting phone and remote support for doctors, nurses, and other staff regarding time sensitive accounts, permission access, and printer troubleshooting.

Mastered the application of MEDITECH electronic medical records (EMR) for use with various hospital department, including ER, Admitting, PICU, NICU, ICU, Radiology, and Labor and Delivery.

Developed best practice methods and security standards for the IT infrastructure of the hospital.


IT Technical Support, Hehr International, Los Angeles, CA


Master of Business Administration, Woodbury University, Burbank, CA

(Concentration: Leadership)

Bachelor of Science – Computer Information Systems, Woodbury University, Burbank, CA

(Minor: Psychology)


CompTIA A+

CompTIA Security +

CompTIA Green IT

CompTIA Healthcare IT Technician

Microsoft Certified Technology Specialist MCTS)

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