Manager Management

DAVID E. FULK

**** ***** ****** ****

Trussville, AL 35173

abhp9m@r.postjobfree.com

(c) 205-***-****

QUALIFICATIONS

Proven success in building "world class" Call Centers, Data

Centers and Operations divisions

A wealth of experience managing computer facilities, software

analysis, program management and customer advocacy

Wide breadth of management experience--can turn problem people

into problem solvers

ITIL v3 Foundation certified

EDUCATION

Master of Business Administration, Mount Saint Mary's University

Bachelor of Science in Data Processing, National American

University

Bachelor of Science in Agriculture, University of Missouri-

Columbia

EXPERIENCE

Director, IT Operations, HealthSouth, Birmingham, AL.

Jan 04 to Jan 11

Managed all desktop platforms, Support Contact Center, Data

Center Operations and Identity Management for the Corporate office

and 130 nation-wide locations

. Formed a cohesive IT Operations Group from three previously

independent departments and implemented a new internal reporting

structure

o Results within six months:

> Desktop Support Remedy service request backlog reduced by 94

percent

> Support Center customer call abandonment rate reduced by 75

percent

> First Call Resolution Rate increased from 35 percent to 78

percent

. Led enterprise-wide ITIL-based Remedy Action Request System (ARS)

v6.3 and Asset Management, CMDB, Support Center service request and

change management software integration

o Upgrade to v7.1 ITSM completed. Now the HealthSouth Incident

Manager.

o Leading IT and company-wide marketing of Service Management

benefits and new IT services selection portal strategy

. Co-developed a Remedy self-service Internet-based customer portal-

customers can now submit service requests, check their status,

submit changes and view current major outages online

. Authored HealthSouth's first Incident Management Procedures

document-defined ITG incident resolution service level agreements

(SLA's)-used as the support model for divestiture of three major

healthcare divisions and Cerner CIS implementation

. Consolidated two data centers into one - reduced rack footprint and

cut cooling and electrical demands by 50 percent

o Coordinated all server moves and devised new floor plan design

to eliminate "hot spots"

o Upgraded electrical service, floor bracing and cooling in

consolidated data center

o Decommissioned other center, sold environmental equipment and

returned to office space

o Managed all contractors and maintenance personnel during entire

project

. Refitted data center rack cable management, upgraded copper and

fiber infrastructure and integrated new main core switch

. Partnered with OfficeMax to implement enterprise-wide Managed Print

Services contract utilizing nearly 1,000 multi-function printers -

reduced annual maintenance and per-page print costs by $127,000 at

corporate alone

. Managed installation of Courion self-service password reset and

identity management solution

. Led major Control-F1 (Support Bridge) Live Automation desktop

remote control tool

. IT Business Continuity Planning Manager - Developed, updated and

coordinated the contingency planning and recovery of all nation-

wide computing and corporate business assets

. Supervised two managers, two supervisors and 44 technicians

Sr. Computing Center Manager, Tools Group (Porter-Cable/Delta),

Pentair Inc., Jackson, TN.

Oct 99 to Jan 04

Managed all AS/400 hardware and operating systems, IBM laptop,

personal computer and server hardware and software, LAN's,

communications, phone service, disaster recovery, budgeting and IT

staffing for the main computing center and eight world-wide

manufacturing facilities

. Planned, budgeted, purchased and directed all hardware, upgrades

and maintenance

. Set hardware and software suite standards for all Tools Group IT

departments

. Organized eight previously independent IT management staffs into a

cohesive Tools Group computing center region-eliminated thousands

of dollars in redundant services

Member of team chartered to devise Pentair's first JD Edwards-based

computer purchasing system to be used throughout the United States-produced

centralized purchasing and asset management resulting in more standardized

hardware and software solutions

Assisted in the development of the first corporate IT Service Level

Agreements with Pentair's subsidiary companies-ensured quarterly reporting

and compliance were maintained

. Led major Microsoft Software Audit compliance project for five

companies-selected and purchased GASP discovery tool and necessary

licenses to ensure group met legal standards

Planned, budgeted and led project to install a new facility-wide

Gigabit fiber backbone, Cisco Catalyst 6509 main switch and

multiple communication stacks to alleviate network bottlenecks

. Developed, funded and purchased the Tools Group first Network

Attached Storage (NAS) array and server consisting of 1.5TB of

additional networked disk storage

. Assisted with major upgrade of the computing center AS/400 8-way

730 to a 4-way 830 LPAR

. Pentair contract manager responsible for million dollar contract

negotiation and purchasing of all Parametric Technology

Corporation's Pro/E Engineering CAD software

Developed and budgeted a new Windows 2000-based data base backup strategy--

cut corporate server backup times from 22 hours to 8 hours

Planned, budgeted and led project to install a new 160 KVA UPS, 230 KW CAT

diesel generator and all new electrical cabling for the Tools Group Data

Center and corporate office-down time was minimized to two hours

Led the project for a new Silvon Data Tracker/Citrix Metaframe XPa-based

system using a server farm-had the system in production within three weeks

. Supervised three direct reports and multiple staffs of PC/LAN

Technicians, AS/400 Computer Operators and Help Desk personnel

within the Tools Group region

Manager, Computer Operations, HEALTHSOUTH, Birmingham, AL.

Jun 97 to Oct 99

Personally developed and managed HEALTHSOUTH's first corporate

computer operations department from bare floor to full operating

capability

o 3,500 square feet of floor space designed to support 1,200 world-

wide hospitals and rehabilitation centers

Designed and obtained funding for the new 24x7x365 operations

staff infrastructure

Actively managed a second AS/400-based data center in Boston, MA

Created and implemented a comprehensive corporate-wide data base

backup plan using People Tools, Backup Exec, Veritas NetBackup,

Windows NT Backup and StorageTek's REEL Backup, Librarian and

Robotic Library Manager software

Authored complete backup procedures, checklists and schedules for Windows

NT, Lotus Notes, Kronos and Unix-based Oracle PeopleSoft servers

After only four hours of training, personally set-up and configured an IBM

AS/400 computer that polled Kronos time clocks and processed payroll for 28

nation-wide hospitals

Designed and implemented complete data center equipment, magnetic tape and

software management systems--a first for HEALTHSOUTH

Structured and wrote new print room checklists and procedures for operating

XEROX 4890 and 4635MICR laser printers

Led the installation of a new XEROX 96MX laser printer to provide complete

redundancy

Led a SUN SPARCstation-based project to integrate a stand-alone XEROX

4635MX check printer into the corporate network for use during high volume

periods

Developed and implemented a first-level, after-hours help desk

using computer operations staff

o Result - hospitals now see less downtime during "non-business

hour" equipment outages

Supervised ten computer operators, two systems analysts and

three network analysts

Manager, Computer Operations, BlueCross BlueShield of Alabama,

Birmingham, AL.

Oct 94 to Jun 97

Managed the operation and multi-vendor maintenance of $27

million worth of computer hardware, software, peripheral,

telecommunications, and mail insertion equipment

Supervised the nightly operation of an IBM 9021-982 and then

later, a Hitachi Data Systems Skyline 52 mainframe with an IBM

3745/46 front end processor utilizing JES3, MVS and CICS

o Assisted Technical Services Director with all upgrade

installations, including UPS and 30-ton air handlers

Responsible for daily printing, security and mailing of $8

million in checks using two TROY TMP 3900 MICR check production

subsystems

Printed and mailed all corporate invoices, account statements,

and benefit notices using two IBM 3900 and one IBM 3800 laser

printers, two IBM 4245 impact printers, one IBM 3827 page printer

and three Bell & Howell Mailstar 500/AIM mail inserters

Managed a 150,000 cartridge tape library utilizing four

StorageTek Powderhorn 9310 automated cartridge systems and 66 STK

4490 tape drives

. Maintained 2.6TB of HDS 7700, IBM 3390 and RAMAC II 9392, and EMC

Symmetrix DASD

Operated and repaired two DataCard Ultra-Graphix 9000 insurance ID card

production systems

Focal point for the building generator, UPS, chillers, security

and operations and outgoing mailroom staff as the only BlueCross

BlueShield night shift manager

Supervised 8 computer operators and 4 mail inserter operators

Director, Information Systems, Community College of the Air Force,

Maxwell AFB, AL. Mar 92 to Sep 94

Managed all computer programming, operations, and maintenance

functions, budgeting, and acquisition planning for the largest

community college in the world with over 460,000 students

Performed system and software analysis, system development, and

daily Honeywell DPS 90 mainframe, UNIX-based AT&T 3B2, and Novell

3.11 local area network operations

Conceived, funded, and developed a new $3.3 million Hewlett Packard

9000 super-minicomputer file server network and student record system

utilizing 110 IBM personal computers--served 1.5 million students worldwide

Funded, acquired, and upgraded 100% of college computer

resources

Data base administrator for nearly four million automated

student records

Provided technical computer and managerial assistance to other

Department of Defense agencies

Supervised seven computer programmer/analysts and operators

Chief, Computer Operations Branch, Joint Coordination Center, Ft.

Ritchie, MD.

Mar 87 to Feb 92

Managed the operations, telecommunications and computer facility

responsible for providing NATO nuclear weapon status to the Joint Chiefs of

Staff

Operated and maintained eight worldwide communication systems

Spearheaded the Western Hemisphere effort to install and operate

a new NATO computer system

Structured and wrote complete computer operator initial and

recurring training programs

Authored a complete set of 30 computer facility operating

instructions

Supervised 20 computer operators

Computer Systems Analyst, HQ Strategic Air Command, Offutt AFB, NE.

Mar 83 to Mar 87

Designed, programmed and maintained an 800 subroutine, 230,000

line of code interactive computer program written in FORTRAN,

COBOL, and Assembler

Programmed in FORTRAN, SPTRAN, COBOL, BASIC, RPG II, PASCAL, and

IDMS

Software configuration manager responsible for tracking all

software changes, compiling code, integration testing, delivery and

user training on an IBM 3090 mainframe

Formally trained in IBM Job Control Language, Data

Representation and Cullinet IDMS

Evaluated software for the multi-billion dollar National Weather

Service Next Generation Weather Radar (NEXRAD) System now

implemented across the United States

Utility software manager responsible for debug and configuration

routines, FORTRAN, COBOL, and Assembler language compilers and hundreds of

common variable routines

Supervised four programmer/analysts

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