Customer Service Manager

DAVID L. GILLISPIE

**** ***** *** ***** * Suitland, MD 20746

301-***-**** / 301-***-**** **********@***********.***

A solutions-oriented and highly analytical information technology professional possessing executive

level IT experience since 2004, managerial IT experience since 1991, and hands-on IT industry

experience since 1981 with solid and broad-based experience in industries such as: educational,

aviation, entertainment, media, manufacturing, engineering, non-profit, and government-contracting.

Technical infrastructure and service responsibilities for: Special IT Projects, Data Center, Technology

Infrastructure, Data Architecture, Voice and Telecommunications, Help Desk, Site Support, and IT

Security and Software/Web Development. A strategic and logical thinker, a strong communicator, and a

quality-driven leader balancing the right combination of people, process, services and technology.

Strong record of success in creating and maintaining thriving and robust IT services and infrastructures.

CORE COMPETENCIES AND STRENGTHS

Data Center Management Contract Negotiations and Management

Project Management Strategic Planning and Business Continuity

Organizational Development Acquisition Due Diligence and Integration

Systems / Network Architecture and Engineering Information Assurance and Security

IT Assessment, Planning, and Implementation Best Practices Methodologies

Capacity Planning & Cost Control Policy Development and Compliance

Client & Vendor Relations/Management Systems Integration and Deployment

Customer Service & Support Performance Monitoring & Management

CAREEER HIGHLIGHTS

Seasoned leadership, skilled in balancing user requirements, business objectives, & resources.

Produced 6-figure annual savings repeatedly through creative cost and vendor management.

Improved staff productivity 25% through user training and the right-solution implementations.

Superb customer service and support, resulting in 30% increased sales, repeat business, & referrals.

Managed resources repeatedly sought to develop and contribute to technical solutions for proposals.

Coordinating and facilitating 100% compliance throughout the business entity on corporate IT policies.

Innovative thinker and problem solver, leveraging technology to improve operations and productivity.

Lengthened ROI value of legacy equipment through strategic redeployment in secondary functions.

Improved staff efficiency 25%; evaluated and installed technology to replace labor-intensive functions.

Redesigned network and power infrastructure resolving periodic $40,000 per day losses.

Managed resources developing solutions winning over $100M in annual revenue & high award fees.

Productivity continuity preparation during national epidemic scenarios.

Pacesetter, utilizes continuous improvement methodologies to ensure thriving infrastructure & services

Wrote custom applications to resolve inefficiencies when off-the-shelf tools were unavailable.

Implemented corporate secure remote access system resulting in monthly communications savings.

Continuous monitoring to improve processes, minimize errors, and maximize productivity and savings.

Managed resources developing solutions adopted company-wide for greater leverage and savings.

Instrumental in establishing an on-boarding process reducing employee-readiness from 14 days to 1.

A Results-Driven and Results-Oriented professional who views challenges as opportunities;

possessing a solid grasp of key business drivers. Leader who develops and motivates his teams to top

performance, who is an effective communicator, and a bridge-builder between departments solving

problems to improve efficiencies. A Leader guided by the highest of professional and ethical standards.

DAVID L. GILLISPIE

301-***-**** / 301-***-**** (Page2) **********@***********.***

PROFESSIONAL EXPERIENCE

Science Applications International Corporation, McLean, VA 2004 - 2011

Chief Information Officer, Mission Integration Business Unit

Responsible for the IT needs of a $500M Business Unit, and over 1700 distributed employees.

Manage full-time employees supporting 16 IT areas, and collaboration with several hundred IT staff.

Oversee technical infrastructure in Business Unit locations and represent needs to Corporate ITS.

Collaborate with senior staff and with other staff to formulate, implement and enforce IT policies.

Partner with Corporate IT staff to develop and implement standards for data integrity and security.

Provide solutions and participation resulting in contract wins, re-compete wins, and follow-on business.

ACS State And Local Solutions (formally Lockheed Martin IMS), Washington, DC 2000 - 2004

Regional IT Manager (2002-2004)

Regional lead in $2 Million multi-site infrastructure upgrade.

Managed all IT functions, LAN/WANS for 500+ distributed users, and several million dollars in capital.

Managed a technical team, supporting transportation Customer Call Centers and Traffic Enforcement.

Implemented a regional training facility, developed training material, and designed a training program.

Manager of Technical Support Services, Technical Lead (2000-2002)

Reduced Database License and System Maintenance costs by 50% through vendor renegotiations.

Managed full-time employees supporting the E-ZPass S/W Development Center.

Provided overall management of several teams - Technical, Testing, CM, and Publication Services.

National Rural Telecommunications Cooperative, Herndon, VA 1997 - 2000

Manager, Data Center

Reduced transmission costs $5K monthly by implementing an alternative transfer application.

Managed full-time staff serving 200 users, $3.5M budget, 70K accounts with 1.6 million subscribers

Managed a $20M upgrade and corporate Data Warehouse, Reporting/Posting, Wholesale Billing, and

Oracle Financials systems.

Airbus Industrie of North America, Ashburn, VA 1991 - 1997

Manager, Telecommunications and Computing Systems

• Saved $175K in services and supplies through analysis, comparative procurement, and negotiations.

• Managed service agreements, software/equipment procurement, installations, maintenance/upgrades.

• Collaborated on international projects supporting a 1 Million+ parts aviation inventory and sales center.

• Designed, developed, and taught office automation training material for U.S. corporate offices.

Additional Professional Experience not listed to preserve brevity, but is available back to 1986.

TECHNICAL EXPERTISE

O/S: UNIX (SCO, LINUX, HP, TRUE64, DYNIX), VMS, Windows, Windows Server, Novell, Apple

Software: MS Suite, BEA DMQ, FORTE, LOTUS Suite, LOTUS Notes/cc:Mail, Actuate, Blackberry,

WORDPERFECT, MS VISIO, MS FrontPage, HEAT, REMEDY, VERITAS Backup Exec, HP Openview,

Reflections, Rumba, CA ArcServe, SMS, Imaging Developer, ACD Business View, ALL-IN-ONE,

Acrobat, MioNet, Symantec, Altiris, Gardian Edge, EncryptX, SharePoint

Databases: Oracle, RDB, d/X/QuadBase, MS Access & SQL, Informix, ADAbas, Ultra, Focus

Programming Languages: Basic, Fortran, Cobol, C, Pascal, DCL, MACRO, HTML, Mantis, Spectra

Hardware: VAX/ALPHA, COMPAQ, DELL, IBM, HP, GATEWAY, SEQUENT, APPLE, SUN, switches,

routers, servers, workstations, laptops, scanners, copiers, tape drives, SAN, NAS, PDAs, SmartPhones

Voice Technology: Siemens ROLM, Avaya DEFINITY, Nortel MERIDIAN

Telecommunications: T1/F-T1, Frame-Relay, Dedicated Leased Lines, DSL, TLS, ISDN, Cable

EDUCATION, TRAINING & CLEARANCES

Bachelor of Science Electrical Engineering, Howard University, Washington, DC

Certified Life & Career Coach, Life Purpose Institute, San Diego, CA

A comprehensive variety of professional and leadership training

Current DOD Top Secret (Active through October 2011)

SALARY REQUIREMENTS

Desired compensation package is negotiable, with a goal of being consistent with position level,

responsibilities, local market assessment, and other pertinent factors. Am very flexible for the right

opportunity, and would be interested in discussing any offer and terms.

Contact this candidate