Rick Norris Email & Phone Number

Taylor, Texas, United States

The responsibilities include the following: troubleshooting, implementing improvements, and coordination of software and hardware deployments. Plan, test, and recommend workstation hardware and software. Provide help for Level 1 Desktop Support staff and Help Desk teams at all company locations. Help keep the team informed of current issues with computer and network and provide instructions on how to fix. Working with another team on the conversion to Office 365. Help other departments with keeping all of the facilities computers updated with windows security patches and 3rd party software patches.

Cedar Park, Texas

The responsibilities include the following: Getting quotes for different projects and reporting the best options based on company needs and pricing. Handled purchases of hardware and software to fulfil multiple medical facilities IT needs. Worked with vendors to reclaim licenses after computer crashes. Worked with our team of IT staff to open new facilities across the U.S. including network installations, wireless deployments, computer deployments. Worked with our parent company and vendors to shut down and reclaim all computer and networking equipment from closed facilities. Troubleshooting, implementing improvements, and coordination of software and hardware deployments. Plan, test, and recommend workstation hardware and software. Manage directory structures, user access, security via Active Directory and other HIPAA compliant resources. Lead tech for any legal IT investigations. Lead tech for virus removal. Installed and managed Cisco VOIP phone systems in all facilities. Worked with vendors to convert from Cisco to Avaya VOIP Phone systems. Managed all corporate and facility phone systems such as Cisco, Avaya, and Ring Central.

Austin, Texas Area

The responsibilities include the following: troubleshooting, implementing improvements, and coordination of software and hardware deployments. Plan, test, and recommend workstation hardware and software. Manage directory structures, user access, security via Active Directory. Provide help for Level 1 Desktop Support staff and Help Desk teams at all company locations. Maintain both Physical and Virtual desktop systems. Diagnose and repair Cisco VOIP systems and issues. Diagnose and resolve end user network, printer, PC, tablet, smart phone, email, internet, telecom, and video conference problems. Assist in the install of network cabling, interface cards, hubs, switches and WiFi access points. Provide level 2 One-on-one phone support for desktop software. Help keep the team informed of current issues happening with computer and network and provide instructions on how to fix. Head up Special Projects as needed. Technical Lead for team and main vendor POC. I am the main go to person for anti virus removal when the corporate security software fails to remove any viruses. I provide a forensic report of how the software entered the system when necessary. Work and maintain ticket systems such as ServiceNow and Samanage. Manage Microsoft Lync accounts for company. Troubleshoot Healthrules and Click4care software. Manage groups of computers with Faronics Deep Freeze software. Manage corporate computers using SCCM and Active Directory. Work with R-studio for data recovery of deleted or crashed hard drives. Setup and manage the e-fax system for the entire corporation. Manage the corporate security software.

Austin, Texas Area

Provide a customer service level to the users so that they don't feel any stress about a situation that would require them to call us. Troubleshoot any problems that come up with company computers, whether it is a hardware or software problem or even virus or user error. Password resets and account unlocks, distribution of software, hardware and software troubleshooting, remote access and VPN support, and service / support request entry via Service-Now tracking system. Educated users in the use of their issued equipment so that they feel more comfortable with the technology they have to use. Researched new alternative technologies that can be utilized within the company to promote a better working environment for any department depending on their objectives and needs. Keep up with current technology so that I can provide a better service when the need arises.

Austin, Texas Area

Troubleshoot any problems that come up with company computers, whether it is a hardware or software problem or even virus or user error. Password resets and account unlocks, distribution of software, hardware and software troubleshooting. Setup and deploy new computers for new employees entering the company.

Austin, Texas Area

CUSTOMER SERVICE(TECH SUPPORT TIER 3) - Work in customer service doing tech support for various types of software that was developed by several companies. Rebuilt several computer systems to meet the company’s needs including future expandability. Handling problem reports from customers that develop special and unique problems. Part of the team that won a Stevie Award in 2012. PRODUCTION AND SHIPPING MANAGER - Handling the setup of a new production area, Managed the production of all software and printing done in house. Handling all of shipping of any department to anywhere in the world. SALES - Handling incoming calls from customers. Analyzing customer’s needs in relation to the company’s products in order to get customer exactly what they want and need. Handle all corporate sales. Handle and process all purchase orders received. Achievements: recognized as best salesman during conference. Won Best Salesman of the Year 2011 at Photodex Corp. EDUCATIONAL SALES COORDINATOR - Developed this position to give all educational institutes a single point of contact within the company to make it easier for them to get answers and place orders. Handling any quote requests and questions made from any educational institutions. Process all orders placed by any educational institutions. Help the customer determine their current and future needs. USER GROUP COORDINATOR - Worked as a single point of contact for special groups, clubs, non-profit organizations. Handled setting up special discounts and offering prizes for contests within their organizations. Handling any quote requests and questions made from any of the organizations. ONLINE COURSE TRAINER - Trainer for several live online classes. Walked customers thru step by step processes determined by the course being taught and gave several examples. Answered all questions during course and afterwards during the Q&A sessions.

Round Rock

Team Leader / Manager for phone tech support and customer service for Cidco Consumer Electronics account.Interviewed, hired, and trained 40+ employees. Responsible for training new employees on tech support of products, company computer systems, database entry and customer service handling. Trained current employees on new products as released. Monitored employees performances, handled employee scheduling, created daily reports, database entry, sales and tech support for the Novell contract department when needed. After the Cidco account expired I moved to the company's Novell team. Handled customer service, sales and tech support of Novell Network software solutions.

Network Security, Network / Cyber Security

Network Administration