Manager Management

JOHN D. COLE

**** ***** ***** **** ****: 678-***-****

Buford, GA 30519 ****.*.****@*****.*** Cell: 719-***-****

PROFESSIONAL SUMMARY

Results oriented senior level leader with 20+ years in management and technical experience providing solutions in support of service delivery, strategic direction, client relationship management and cost efficiency. Effectively managed the transition of a large portion of the client’s business, including the due diligence process. Highly accomplished professional with experience in hardware maintenance, troubleshooting, deployment and conflict management. In-depth knowledge of mainframe and mid-range hardware components, and storage fundamentals. Able to communicate effectively, both written and orally, and lead team efforts toward the realization of organizational goals. Additional accomplishments included:

Led the design, implementation and activation of 7x24 Network Operations and Support Center. Managed team providing support of worldwide product install base.

Key leader in maintaining outstanding customer relationships with EDS’ 3rd largest customer.

Consistently met or exceeded Service Level Agreements, avoiding annual penalties in excess $500K.

Achieved excellence in high availability for MCI through surpassing change success rates (99.9%), reducing service interruptions and achieving the lowest Mean Time to Repair within EDS.

Achieved significant cost reductions in delivery for three consecutive years.

PROFESSIONAL EXPERIENCE

DATAPATH – Duluth, GA 2006-2015

Sr. Manager – Network and Field Support / Customer Care

Oversaw multiple teams that provided support to the client base. The teams included 7x24x365 support Network Operations Center (NOC), the dispatch support CONUS based Field Support Team, and the Training and Documentation Services organization. Handled client and executive escalations during high impact events.

Oversaw 24x7 Customer Support Team, with an inbound revenue in excess of $7M per year, that had the responsibilities for product support, both problem resolution and repair management, and product sales.

Collaborated with software and hardware engineers and OEM’s to develop and implement processes and procedures and solve issues efficiently for other departments.

Developed and implemented an automated process for subcontractor invoices resulted in reducing processing time and improving accuracy by at least 25%.

EDS - Colorado Springs, CO 2000-2006

Senior Leader – Enterprise Hardware Management

Led a team who was responsible for the support of over 21,000 MIPS of mainframe processing platforms (IBM and Hitachi), and 5,000+ midrange servers (Sun, HP, IBM, Dell), across eight (8) industry leading data centers, and over 100 smaller points of presence located throughout the United States. Handled all installation planning, change management, problem incident resolution, I/O configuration management, microcode management, data center space configuration management and vendor management.

Managed a diverse technical team on the MCI account ensuring all aspects of hardware support for MCI’s mainframe and mid-range data processing environment were running effectively.

Successfully managed several data processing center site consolidations, improving client site efficiency, without client impact.

Substantially reduced the number of customer impacting events and Mean Time to Repair through process improvement and use of best practices across common platform configurations.

Ensured excellent customer relations were maintained through regularly scheduled, and as needed, hardware activity reviews with client’s Line of Business management teams.

JOHN D. COLE PAGE 2

PROFESSIONAL EXPERIENCE (continued)

MCI – Arlington, VA; Colorado Springs, CO

Hardware Services Manager, 1999-2000

Managed team that supported over 20 IBM and HDS mainframe systems, with over 25 logical partitions, 90+TB of storage in 65 separate DASD subsystems, and 90 Tape LSM, with over 1,000 tape transports. Oversaw mainframe data processing hardware environment and all supporting peripheral platforms.

Network Installation Project Manager, 1990-1999

Led the design, procurement of equipment and circuits, installation, testing and documentation of various internal networks, including Token Ring Wide Area Network, Remote Host Operation Equipment and high speed IBM Channel Networks. Implemented projects to include:

MCI Systems Engineering Centralized Operations facility communications design and installation

MCI Regional Data Center redesign and consolidation

The expansion of the Network Equipment Technology T-1 Network.

Lead Supervisor III, 1988-1990

Supervised the monitoring and trouble shooting of IBM SNA Network, Asynchronous Network and the inter-facility T-1 Network. Coordinated and tracked resolution of repairs when required. Back up Duty Manager during Manager/Senior Manager absences.

Data Communications Supervisor II, 1985-1988

Supervised, supported, planned and installed East Region Infotron Network; Nationwide Infotron backbone network; Pentagon City complex which included SNA connectivity supporting 2,500 users.

Assistant Engineer II, 1983-1985

Supported Prime super-minicomputer systems used in application development and production environments. Assisted with the installation of Infotron 790 Network and troubleshooting problems between the Prime System and regional Infotron equipment.

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