Richard Norman IV
Oviedo,FL
Summary
Implementation and IT Project Leader with extensive experience delivering and supporting enterprise systems and cloud-based SaaS solutions across public-sector and healthcare environments. Founder of a HIPAA-compliant SaaS platform with end-to-end ownership of solution setup, customer onboarding, training, and continuous improvement. Strong background in systems and network administration, stakeholder communication, and operational readiness—driving adoption, reliability, and measurable value in the field.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Founder & Product Architect / Implementation Manager
Nexus Disability EMR
01.2024 - Current
- Lead the full implementation lifecycle for a cloud-hosted SaaS platform—from discovery and configuration through onboarding, training, hypercare, and optimization.
- Translate user and customer requirements into system setup, configurations, templates, and repeatable workflows aligned to regulatory and operational needs.
- Direct client onboarding and training for physicians, assistants, and administrators; track adoption and address gaps to improve utilization.
- Coordinate with engineering and support to resolve issues, improve reliability, and scale deployment processes across customers.
- Monitor system performance and data quality; provide operational insights that improve workflow efficiency and user satisfaction.
- Oversee Azure-hosted infrastructure, access controls, security posture, and vendor/integration planning.
- Run sprint planning and product testing; incorporate field feedback into continuous improvements for features and implementation playbooks.
- Remote
IT Systems Administrator / Project Coordinator
Florida Department of Health (DOH)
Orlando, FL
01.2014 - Current
- Administer and support enterprise systems and network environments serving 250+ users across multiple locations statewide.
- Manage Active Directory user access, group policies, permissions, and account lifecycle administration; enforce role-based access and security standards.
- Provide Tier 2/3 troubleshooting for servers, endpoints, applications, printers, and network devices; resolve incidents and drive root-cause fixes.
- Coordinate multi-site deployments, refresh cycles, and field device rollouts; ensure operational readiness and minimal downtime.
- Monitor infrastructure performance and connectivity; support backup, recovery, and business continuity practices.
- Managed system upgrades and migrations to enhance network performance and reliability.
- Led cross-functional teams to implement IT solutions aligning with organizational goals.
Founder & CEO
Twilight Health LLC
Central Florida
01.2018 - 01.2025
- Built and managed a multi-location medical practice; led IT systems, staffing, operations, and regulatory/compliance functions.
- Implemented EMR systems and standardized digital workflows to improve throughput, documentation quality, and reporting.
- Led onboarding and training for clinical and administrative teams; created repeatable processes to improve adoption.
- Directed vendor negotiations, payroll, and operational process improvements to increase efficiency and service quality.
- Recruited, interviewed, and hired physicians, medical assistants, and office staff.
Systems Analyst / Project Support
Florida Department of Health
Tallahassee, FL
01.2013 - 01.2014
- Delivered Tier 2/3 support to 300+ users across departments; triaged incidents and resolved complex technical issues.
- Supported network and application infrastructure improvements and coordinated upgrades with internal IT teams.
- Collaborated with teams to optimize performance and service delivery across multi-site environments.
- Analyzed system requirements to enhance operational efficiency across health department applications.
- Evaluated existing systems and recommended upgrades to optimize functionality and streamline operations.
IT Support Lead / Systems Administrator
City of Miami Parking Authority (MPA)
Miami, FL
01.2012 - 01.2013
- Led IT support across 10 garages and 80+ parking sites; managed field troubleshooting and user support.
- Delivered desktop support and domain administration for 50+ users; maintained hardware and endpoint reliability.
- Designed IT infrastructure layout and managed procurement cycles for refreshes and deployments.
Education
MS - Computer Engineering (Network Security coursework; not completed)
Florida International University
Bachelor of Science - Information Technology
Florida International University
Miami01.2013
Bachelor of Science - Social Studies Economics
Florida State University
01.2008
Skills
- Implementation Management
- Customer Onboarding & Training
- Healthcare IT
- SaaS
- HIPAA Compliance
- System Administration
- Network Administration
- Active Directory
- Infrastructure Management
- Azure Cloud
- Technical Support
- Team Leadership
- Strategic Planning
- Entrepreneurial and innovative
Certification
- CompTIA Network+ (2017 – 2020)
- Cisco CCNA Boot Camp
Languages
English
Timeline
Founder & Product Architect / Implementation Manager
Nexus Disability EMR
01.2024 - Current
Founder & CEO
Twilight Health LLC
01.2018 - 01.2025
IT Systems Administrator / Project Coordinator
Florida Department of Health (DOH)
01.2014 - Current
Systems Analyst / Project Support
Florida Department of Health
01.2013 - 01.2014
IT Support Lead / Systems Administrator
City of Miami Parking Authority (MPA)
01.2012 - 01.2013
Bachelor of Science - Information Technology
Florida International University
Bachelor of Science - Social Studies Economics
Florida State University
MS - Computer Engineering (Network Security coursework; not completed)
Florida International University
Custom
- Project Highlights
- Nexus Disability EMR SaaS Launch — cloud product development, onboarding, support, and continuous improvement.
- Twilight Health — multi-site infrastructure and EMR integration; workflow standardization and training.