Norris M.

About Norris M.

I bring a systems-first approach to stabilizing complex, mission-critical spaces where technology, operations, and real-world use intersect. I’m often engaged during go-lives, transitions, and late-stage projects to commission rooms, resolve difficult issues, and reduce operational risk before it becomes disruption.I collaborate closely with Technical Operations, Digital Workplace teams, Facilities (Hospitality and Physical Plant), union and non-union technicians, and external vendors to ensure systems function reliably in live conditions—not just in design documentation.Rather than managing people, I specialize in managing complexity: improving situational awareness, increasing consistency across environments, and helping teams recognize issues earlier. My focus is on outcomes—quiet rooms, successful meetings, and systems that don’t require constant intervention.Open to conversations where technical judgment, cross-team collaboration, and reliability under pressure are valued. Key Strengths & Focus Areas • Go-live stabilization and late-stage project execution • Operational risk reduction in mission-critical environments • System reliability across high-visibility and executive spaces • Cross-functional collaboration across IT, Facilities, and vendors • Pattern recognition & advanced troubleshooting beyond standard playbooks • Standards and consistency to reduce repeat incidents • Mentorship through capability transfer, not ownership AV, Collaboration & Networked Systems Expertise • Microsoft Teams Rooms (MTR) — end-to-end reliability and operational performance • Crestron Ecosystem — UC Engines, control processors, DM / DMPS, Flex, Fusion, Room Scheduling • Q-SYS Platform — Core processors and Designer; DSP configuration and system validation • Biamp Tesira DSP — audio processing and tuning • Dante & AES67 — clocking, routing, and mixed-vendor interoperability • Enterprise Networking Context — VLANs, QoS for real-time media, multicast awareness • Shure Professional Audio — wireless systems, QLX series, MXA arrays • Logitech Rally Ecosystem — collaboration hardware integration

Experience

1. Sr Desktop Support Specialist

   Southwest Airlines

   Jul 2022 — Present · Dallas, TX, US

   Owner and senior escalation point for enterprise AV and collaboration systems supporting mission-critical internal operations. Responsible for system stability, vendor displacement, root-cause analysis, and long-term platform health across multiple facilities.Networked AV (Q-SYS, Crestron, Biamp)UC Engines / Teams RoomsClocking, multicast, AES67/DanteVendor escalation & RMA ownership

Education

• Dallas Baptist University

  Bachelor’s Degree, Business Administration and Management, General

  2008 — 2011

Skills

• Supply Chain Management
• Team Leadership
• Microsoft Excel
• Purchasing Negotiation
• Marketing
• Film
• Video Production
• Video
• Management
• Graphic Design
• Music
• Project Management
• Editing
• Sound
• Social Networking
• Digital Media
• Inventiveness
• Os X
• Procurement
• Lighting
• Live Events
• Business Process Improvement
• Video Editing
• Studio Recording
• Photoshop
• Video Post-Production
• Cross-Functional Team Leadership
• Leadership
• Operations Management
• Strategic Planning
• Negotiation
• Microsoft Office
• Film Production
• Public Speaking
• Audio Engineering
• Customer Service