Scott Norman

Senior Information Technology Manager

A make-it-happen technology management leader at implementing and maintaining ITIL processes and controls to optimize efficiency and productivity. Excels in problem-solving, thriving in dynamic environments to conquer even the most formidable challenges. A meticulous professional seeking a senior technology management role in an innovative, fast-paced company.

Adds expert value to any information technology program by:

  • Providing superior tech support and service delivery, reducing downtime, and ensuring smooth operations.
  • Facilitating effective collaboration with cross-functional teams and stakeholder management. Utilizes extensive knowledge and expertise for execution of complex projects.
  • Evaluating and implementing project deliverables to strategically position teams and resources in response to operational and technical requirements.

Currently located in Lewisville, NC. Open to on-site, hybrid, & remote roles.

Experience

Jan 2018 – Mar 2023

Service Delivery Manager/ Process, Controls & Analytics

Created new ITSM change management processes and requirements for newly merged organization supporting all areas of the company in new ServiceNow instance. Advised European service delivery team in development of their new ServiceNow instance. Collaborated with and advised teams from international divisions to align processes across platforms. Reviewed analytics for process improvement opportunities and end user training.

Sept 2015 – Dec 2017

Senior Retail Computer Analyst

Hired to find, analyze, and resolve top IT issues impacting the retail environment. Managed vendor relationship of senior engineers, supporting 1,300 retail point of sale (POS) servers and workstations/lanes. Performed proactive analysis to prevent future outages. Worked with multiple groups to resolve a major POS outage and coordinated resources to find a solution. Oversaw multiple support vendors.

Jun 2014 – Sep 2015

Desktop Support Manager | Clinical Team Lead

Managed Desktop Support Team (DST) of 20 technicians for 14K-user medical center during transition to a new service provider and conversion from Remedy to ServiceNow. Oversaw execution of all projects involving desktop devices. Assisted executive staff in creating performance standards and measurement processes to demonstrate Service Level Agreement (SLA) compliance.

Mar 2013 – Jun 2014

On-Base Trainer/Support

Trained all staff that needed access to document scanning, creating course schedules, and creating user IDs for all users. Provided support for Epic, as needed.

May 2012 – Mar 2013

Epicare Ambulatory Credentialed Trainer

Trained all levels of Ambulatory Clinic staff with a primary focus on physician support for one of the largest go-live events for the hospital’s new medical records system called Epic. Led a team for stabilization post-go live. Managed two direct reports.

May 2006 – Mar 2011

Principal Agent | Owner

Managed all business operations including revenue generation and client services. Managed, tracked, and evaluated all marketing strategies for cost effectiveness. Supervised three direct reports.

Results

Designed & Implemented a new walk-up tech support service in six locations for in-person tech assistance

Generated $50k in IT cost savings for Wake Forest Baptist Health in one quarter

Devised an automated note template for physicians, reducing their documentation time from six hours to 90 minutes

Expertise

Technology Operations Management

IT Project Management

Service Delivery

Service Management

Solution Delivery

Risk Analysis

Change Management

Process Improvement

IT Security Policies

Access Control

Impact Analysis

Mentoring & Coaching

Training

Tech Support

Desktop Support Teams

Customer Service

Education

Bachelor of Arts (BA)
Psychology

Associate of Arts (AA)

Meet Scott

Q & A

Why did you choose your profession?

Initially aiming for a career in HR, my college job at Circuit City introduced me to the world of PCs. While working on commission in the car stereo and small electronics sections, I seized the opportunity to learn from knowledgeable salesmen. One focused on profit, resulting in high returns, while the other prioritized customer satisfaction. To minimize returns and maximize sales, I studied the products extensively, understanding their applications, reliability, and explaining technical details in accessible ways. As the computer department grew, my knowledge expanded, leading me to earn the prestigious President’s Club sales award. However, a challenging HR job market after graduation led me to accept a position as an insurance adjuster. Eventually, my PC expertise became valuable when a project to transition to Windows PCs was announced, and I was selected to manage it. The success of the project led to my promotion to the Atlantic Data Center, marking the start of my IT career.

Who are your main influences?

The personal values, instilled by my family, have played a pivotal role in shaping my journey as an IT professional. My grandfather’s unwavering work ethic, integrity, and customer understanding had a profound impact on me. My father’s perseverance and adaptability in mastering early computer integration in businesses, and my mother’s journey in education and exceptional conflict resolution skills fueled my passion.

What is your greatest accomplishment?

Earning my first major certification in IT opened the door for the rest of my career. When my network administration team learned that our location was to be shut down, we knew we needed to prepare for the next step. Several of us decided to attain the Microsoft Certified Systems Engineer certification during the months we had left. This was a very challenging series of smaller Microsoft Certified Professional certifications that culminate in the MCSE if successfully completed. We began to study as a group and would practice scenarios we might encounter on the tests and bought surplus network and server equipment and built an entire network for practice. Our boss was very helpful in assisting us with this process, encouraged us, and even got approval for test reimbursement and a bonus if we achieve the certification before our last day of employment.

After hundreds of hours of studying, simulations, testing on multiple Microsoft products, I was able to pass my final exam about three weeks before my layoff date. This created the opportunity for many of my future IT positions and was a catalyst for my success in each of them.

What tools do you use?

I don’t pretend to know everything, but I am someone who has seen and fixed most IT issues. My greatest tool is seeking the knowledge of others and engaging them in solving whatever challenge I am facing. Blogs, professional sites, discussion boards, and even Google and YouTube are filled with knowledge if you know how to look for it. It is far less painful to learn from the mistakes of others than to ignore that experience and make your own mistakes.

Process is important. Follow a process every time, all the time and many issues will be discovered before the final product is implemented. ITIL, Waterfall, Agile, DevOps are very important to the successful operation of a complex IT environment. Much of the production failures I have investigated come from a failure to follow or properly complete all of the steps of an established process.

What advice would you give to someone just starting out in your profession?

Whatever the work discipline you choose, get a strong foundation. In IT you may choose a specialization in Database, Network, Server, Process, Security, etc. Be sure that you have a good general understanding of how all of those areas operate and communicate with each other. IT is all interconnected and there are dependencies that cross platforms. If you aren’t aware of those dependencies, it will limit your ability to develop and troubleshoot your own area of specialization.

Find a mentor and cultivate that relationship. Choose wisely! A good mentor must be open to the idea of being one and have a strong, positive, encouraging leadership style. They can guide you on the path to success and often keep you from stepping in the wrong direction.

Celebrate the success of others. Especially if they work for you. Their success is your success.

Interests & Hobbies

Teaching Motorcycle Safety

Restoring Classic Cars

Volunteering