Randall Fulcher

Experience

• 

  MICROS Systems, Inc.

  May 2004 - Sept 2007

  Senior Product Analyst

  • Provided customer support by expediently identifying and resolving client issues via phone, email or Webex Meeting, tracking cases through Clarify.• Responsible for end-user support for major hotel chains throughout the U.S. using a proprietary database called Property Management System.• Collaborated with off-site IT managers to conduct requirements gathering sessions for system configuration.• Worked within an Oracle environment to maintain the database with a focus on SQL-based modifier/retrieval scripts.• Managed backup, restoration and recovery of databases as needed. • Assisted with project planning and implementation.• Acted as the escalation point for customer and dealer support calls.• Served as on-call after-hours escalation support.• Documented all work including customer satisfaction and time management. Show less

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  Merkle Inc.

  Sept 2007 - May 2009

  Database Account Manager

  • Developed and built positive client relationships to ensure that projects are completed accurately and on time.• Analyzed client database needs.• Created and communicated needs analysis documentation for client.• Collaborate with cross-functional teams to provide the client with accurate pricing for out of scope projects.• Identified and documented client database specifications. • Served as main point of contact for client or client team to voice any issues or concerns.• Performed quality control and analysis checks on database and data to ensure integrity.• Managed the coordination of the monthly database update process.• Managed datafile generation process for client mailings and acquisitions. Show less

• 

  XLHealth, A UnitedHealth Group

  May 2009 - Mar 2019

  • Implemented and maintained Citrix 6.5 and 7.18 architecture.• Managed Workstation and Server environments through the use of SCCM for application installations, OS deployments, and patch management for security.• Configure, monitor and manage multiple hardware platforms while maintaining server operational procedures and standards.• Configure and build Windows Server systems identifying hardware, software, and procedural requirements to determine if they should be physical or virtual (VMWare).• Follow lifecycle procedures to plan, develop, test, implement, and support requested products and applications working with department teams as necessary to complete the task.• Involved with systems testing for existing and new software.• Configure environments, servers and monitor performance tests.• Solve operational problems and associated technical issues; modifies existing tools, techniques or processes with specific direction. • Interprets guidelines, select methods, techniques and analytical approach with instructions. Show less

  • Sr. Systems Engineer

    May 2009 - Mar 2019

  • Senior Technology Specialist

    Jun 2012 - May 2013

  • System Engineer

    May 2009 - Jun 2012
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  Venable LLP

  Mar 2019 - now

  Technical Analyst III

  Responsible for providing established knowledge and expertise in building, implementing, maintaining and managing of the operational infrastructure procedures and processes needed to execute the IT services delivery lifecycle. Stakeholder in helping drive acceptance of ITSM strategies within the business. Work autonomously on the transitioning of highly available complex IT systems and services and provides technical guidance to team members.• Assess and evaluate service transition requirements prior to Service Management Office (SMO) acceptance of services or systems.• Lead coordination of transition activities. Proactively manage priorities, meet deadlines, and direct collaboration among other team members in the department and across the firm.• Lead, in collaboration with application and technical management resources, introduction of new advanced/complex services and systems to the production environment.• Define and maintain roles and responsibilities for operational support during and after transition of new services and systems with System Administration team and Service Desk team.• Assist and mentor junior level team members with service transition activities. Show less