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Mark Fulker
Highbury, Love Lane, Newbury, Berkshire, RG14 2DY, United Kingdom
Tel : 01635 226401, E-Mail: markfulker@gmail.com
uk.linkedin.com/pub/mark-fulker/2a/5a7/28a/
A conscientious, hard working, customer focused IT professional with over 25 years experience
managing complex real-time mission critical systems and services in client facing roles.
Very experienced in Business Continuity, Incident Change and Problem Management, Configuration
Management, Problem Management and Project Management roles and working with multiple vendors
in a complex vendor EcoSystem for National Grid and delivering to tight SLAs and against ITIL
standards.
Self-motivated, good communication and presentation skills; able to interface at all levels in the
organisation and with the clients, - takes pride in providing the highest levels of customer service.
A strong believer in team working, motivating and helping others and leading by example. Passionate
about client focus and delivering excellence. Adaptable to take on new roles and quick to get up to
speed to achieve results. Persistent, pragmatic, resourceful.
Consistently good performance reviews including positive client feedback about customer focus,
professionalism and honesty.
ACHIEVEMENTS
Innovation and leadership
 Designed and developed new Field Force Helpdesk Support Model for National Grid field based
workers including 2000 Emergency Gas Engineers; passionately promoted vision internally and
with the client; overcame skepticism, won backing from all parties; ran various design
workshops – exceptionally good feedback received from end users
 Organised and ran successful “Formula 1 racing simulator” CSC marketing events at two key
National Grid locations; promoted the CSC brand, raised the profile of IS and of CSC support
capabilities
 In current role as Systems Management Lead in National Grid Electricity Transmission Asset
Management department, delivered 30 week deployment of Performance Excellence;
developed KPI metrics and MI reports to drive performance; achieved 85% reduction in
outstanding work in 6 month period.
Incident and Problem Management
 Appointed as Problem Management Lead for National Grid Account; established best practice
ITIL processes, directed offshore problem management team in India; designed and delivered
training programmes (including a 3 week visit to India); improved quality and turnaround times
of root cause analysis reports, action plans and known error management; designed and
created new MI reporting; promoted proactive problem management approach to help drive
incident reduction targets
 Led many Red Teams on high impact incidents on accounts such as National Grid, BNFL
(British Nuclear Fuels), Urenco - often at short notice and in pressure situations where other

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interventions had failed. Established service restoration calls; promoted team working;
overcame internal disagreements; probed and challenged assumptions; used analytical skills to
evaluate evidence and find best solution; achieved service restoration and documented learning
points.
 Provided problem management support to other Accounts such as Goodrich, Civil Nuclear,
Urenco, Network Rail, DoH, Anglian Water; shared best practice from National Grid Account
 Appointed as Major Incident Manager for significant new National Grid project called Gas
Distribution Front Office: co-ordinated incident response and service resolution throughout
critical implementation phase in high pressure situations against tight SLAs; directed Service
Restoration Teams, managed resources, identified root causes and conducted post incident
reviews
 Transformed support for National Grid Annual Results live webcasts from City of London.
Worked with multiple vendors to create a methodical, structured approach, strengthened the
planning and testing of the broadcasts, promoted best practice, created detailed risk
assessments and contingency plans; compiled statistics before, during and after the event;
provided on site support at The Strand, London for National Grid VIP users
 Appointed to transform critical failing Field Based Laptops service on National Grid Account (the
top talking issue at the time for the Account); formulated strategic recovery plan and provided
leadership and direction over 6 month period; succeeded in establishing the BAU service and
ending the noise from the client
Service Management
 Appointed Service Manager for National Grid Field Based Laptops service supporting 2000+
National Grid Emergency Gas Engineers; tight Service Level Agreements (SLAs), mission
critical service; period of great change, including 3 high profile transformation projects
 Headed up the Windows 7 Priority Issues tracker – high profile issues from Transformation
programme; liaised with multiple support teams and vendors; drove over 60 issues through to
resolution in 3 months.
 Delivered the quarterly National Grid Continuous Improvements contractual reporting;
coordinated input from teams in the UK and USA; highlighted achievements; promoted the
importance of always seeking out new ways to improve the service
 Developed client relati0onship as owner of key services for the National Grid Account team;
escalation point for escalations and complaints; used extended support networks to facilitate
responses and achieve solutions to issues; overcame inefficiencies in the EcoSystem Of
Suppliers support model to get fast results; led diverse investigations into complex service
issues; conducted and attended service reviews with client and suppliers; built value added
relationships to improve service
Working overseas
 Special assignment working in Minneapolis, USA for 3 years customizing new Energy
Management System (Critical National Infrastructure); studied database support aspects of the
new system; returned to UK to become expert site support engineer for National Grid Bristol
Area Electricity Control Centre

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CAREER PROFILE
CSC – IT Service Provider:-
 National Grid Systems Management Lead, ETAM ..........................................Nov.2014 – Present
 CSC Service DeliveryManager – (Nat. Grid Field Based Laptops)...............2011 – Nov.2014
 CSC Special Assignment – National Grid Annual Results............................2010– 2011
 CSC Problem Management Lead – multiple accounts...................................2007– 2010
 CSC Problem Management Lead (National Grid) – 6 Staff in India...............2006 – 2007
 CSC Service DeliveryManager .........................................................................2005 – 2006
(National Grid Operations,Trading & Commercial)
Outsourced to CSC....................................................................................................Jan 2004
National Grid:-
 Unix TeamLeader, CNI (Critical National Infrastructure)
systems Support – team of 22 people ......................................................1988 to 2005
(National Grid, Electricity National Control Centre, Wokingham)
 Energy Management System Site Support Engineer..............................1993 to 1998
(National Grid Bristol Area Control Centre)
 Five Centre Grid Control Project...............................................................1990 to 1993
(National Grid / Control Data Corporation – Minneapolis USA)
 Software Developer.....................................................................................1987 to 1989
(National Grid, National Control, London)
EDUCATION & QUALIFICATIONS
 1993 – 1995 Bradford University: - BSc Hons Physics and Computer Control
 ITIL Foundation
 LRQA Internal Auditor
 Leadership skills
 Presentation Skills
INTERESTS
 Music (play the flute in local orchestra)
 Football (FA Level 1 coach for junior football teams, and have also done refereeing)
 Charity (Chair of Chernobyl Children’s Lifeline Link Group in Newbury)
 Guiding and milling at local windmill.

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REFERENCES
Available upon request