Michael Norman Email & Phone Number

Frisco, Tx, Us

Remote

Arlington, Tx

Responsibilities include performing internal audits to current ISO requirements (ISO 27001, 20000 and 9000) Perform internal audits on our controls for SSAE 18 requirements. Perform security gap analysis to contracts and baselines. Planned, performed and documented internal audits. Managed external SSAE 18 and external ISO and many customer audits. Facilitated NIST and HITRUST audits. Coordinated PCI audits. Perform GxP / FDA training. Perform FDA compliance oversight as required including sever validations. Mentored employees on auditing ISO 27001.• Facilitated customer contract audit which resulted in Atos getting 50+ million revenue recovered• Managed customer audit schedule of Atos 200+ audits for each of past 3 years• Coordinated audit of all moderate NIST controls for customer audit • Facilitated HITRUST audit of several domains with other team members• Performed security gap analysis to customer contracts

Irving, Texas, United States

Quality Manager performed Continual Service Improvement (CSI) on two customer accounts as well as governance, compliance improvements

Responsibilities included the management of a two work-shift quality associate daily operation. Created, reviewed and verified processes and procedures in SharePoint, worked with other groups on solution refinements as needed. Responsibilities also included the performance of internal audits of defined internal processes and procedures, including the annual SAS70 audit, as well as working with mangers to maintain quality assurance standards and training associates on processes. I also managed vendor issue resolutions by defining and implementing sustainable corrective actions and as applicable, the enhancement of existing processes and or procedures.

Worked as the Managed Services Quality Management Representative (QMR). Performed internal audits of Quality Management System to the ISO 9001:2000 standard. Facilitated core team meetings. Performed on-going Program Notebook verification's and validation; conducted training on new processes, procedures. Participated in the customer satisfaction survey improvement process to help us obtain our goal of 95% or better. Worked with the DMS BPI champion on process assessments.

Change Coordinator, Change Management Group. Responsibilities included management of daily and weekly change management processes. Responsibilities also included managing the implementation of a Peregrine Service Center process management tool enhancement and the creation of associated tool training materials. Participated in a BS15000 certification project as a Change Management SME and creating internal auditor training content including SOX. Participated in the BS15000 design team. Created multiple presentations focusing on target areas of change management. Facilitated weekly conference calls on future tool enhancements.

Perform internal ISO QMS audits. Performed BS15000 assessments, gap analysis and developed gap remediation plans with process owners including SOX areas.Reviewed and validated root cause analysis and corrective actions done to eliminate nonconformances. Created and updated records in Vantive.Managed QMS for south Asian Pacific for ITO service delivery. Trained over 900 employees at multiple sites in Australia and New Zealand on the ISO 9001:2000 quality management system, completing training within schedule and creating an improved awareness for quality standardized processesMentored and certified over 30 new internal ISO auditors for Australia and New Zealand while on 7 month temporary duty assignment, creating the ability for the line of business to do internal auditsCreated and delivered presentations to customers and internal support groups on processes and EDS quality system improving customer satisfactionRepresented organization in several external customer audits improving customer relationships

Plano, Texas

Moved from Operations shift work to mainframe Ops Analyst providing support to the 24x7 on-shift operations in the in the mainframe area including AS 400 systems. This included developing processes and procedures, coordinating disaster recovery / business continuity drills. Trained console operators and responded to system outages as needed.

Regarded as a Change Management SME for infrastructure leveraged deliveryManaged the Change Management process used by the Dallas Outsourcing center using Remedy. Maintained and updated the process as needed. Regarded as a Change Management SME for infrastructure leveraged deliveryPlanned, Reviewed, approved and coordinated scheduled and emergency changes in Remedy and Vantive applications. Liaison with other sites on changes that affected multiple sites. Delivered training on Change Management to multiple teams at multiple sitesParticipated in internal ISO audits as an internal auditor reducing findings for external audits

Managed rotating shifts (24x7) of operators. Managed all change control (infrastructure, software, network, servers and facility changes.) using Remedy. Conducted new applicant interviews for Operations. Participated in business continuity planning and testing. Updated and created standardized procedures improving productivity for AS400, MVS/JES3 and trained console operators on their tasks reducing errors and improving skillsStreamlined weekly downtime processing using Control M and CA-7. Trained customers on Control MWorked as a project leader on new customer transitions. Provided training to external and internal teams on Control M and Change Management processes and software. Participated in due diligence discovery on new customers

No, General Business Studies, A

Education record