Manager Support
Resume:
Jonathan W. Ratchford
Colorado Springs, CO 80919
719-***-**** ********@*****.*** LinkedIn Profile: https://www.linkedin.com/in/jonathanratchford/
SUMMARY STATEMENT:
A dynamic and award-winning IT Manager/Analyst with diversified experience with Fortune 500 companies. Well organized, result oriented with proven ability to implement standards, procedures, processes that better business functionality. History of improving data and building software systems with better functionality and productivity, consistently meeting critical requirements and timeframes. Extensive experience in the management of multi-site enterprise environments. Proven ability to lead and motivate high performance domestic and international teams. Eligible for Clearance
IT Management
Troubleshooting
Data
SQL
Project Management
Resource Allocation
ERP / CRM
SDLC
Business Analysis
Technical Writing
ITIL / AGILE / SCRUM
Product Support
Software Development
Systems Analysis
Enterprise Architecture
Helpdesk
Microsoft Office
XML
Coaching
Cloud
EXPERIENCE:
FOCUS ON THE FAMILY - Colorado Springs, Colorado
Sr. Manager, Business Systems Support Services Jan 2018 – Oct 2018
The Sr. Manager of Business Systems Support Services position exists to play a critical role in the provision of support for enterprise applications; and the definition, coordination, and delivery of the application and application infrastructure aspects of Focus on the Family initiatives; and to provide project leadership within the Business Systems team
Manage day-today operations for the support of applications; vendor relationships for vendor provided support; and the overall direction of the application related projects, and stakeholders’ expectations
Development, documentation, and management of the team’s technology standards, operating procedures and processes
Manages the work of high-level cross-functional teams to implement and execute application technology projects
Leads and manages team of application and integration specialists, which provide both project-related and ongoing support services to the ministry; maintains consistent service levels
Manages, develops, and coaches team in order to grow their skillsets in technology, customer service, project management, business analysis, data governance, and data management
Manages the support services provided by the Business Systems Support Services team to ensure that services meet or exceed committed service levels and in a professional manner
Develops project plans--project charters, data flow/process flow charts/relationship diagrams, communication matrix, risk assessments, work breakdown structures, timelines and any other template documents required for projects
Manages ministry projects based on IT standard project management methodology and gathers appropriate approvals on project control documents
Identifies, manages, and drives to major project milestones
Identifies and mitigates items impacting the successful delivery of project including impacts to timelines, budget, quality, and etc.
Owns and maintains customer relationships, monitoring customer perceptions of the deliverables, and providing customers with education and options when challenges arise during the project
Monitors, tracks, and manages all actual results against baseline plan
Provides periodic activity summary reports to VP of IT concerning project accomplishments, unplanned activities and other issues
Is responsible for up-to-date periodic communications of project status to VP of IT, Project Owner and project stakeholders
Data Management / Data Reporting – Performs SQL on various tables for data correction, research and reporting.
Jonathan W. Ratchford
285 W. Woodmen Rd
Colorado Springs, CO 80919
719-***-**** ********@*****.*** LinkedIn Profile: https://www.linkedin.com/in/jonathanratchford/
ORACLE - Colorado Springs, Colorado
Principal Technical Support Engineer 2016 – 2017
Member of the Communications Global Business Unit Software Support organization that provides software support for Oracle's industry leading Communications software products to the world's leading Communications providers
Work with customers who are implementing Oracle's Unified Inventory Management product to ensure their projects using our product are successful
Deliver post-sales technical, non-technical support and solutions to the Oracle customer base while serving as an advocate for customer needs (technical interface to customers)
Data Management / Data Reporting – Performs SQL on various tables for data correction, research and reporting.
Resolved issues from configuration management, software errors, data and functionality (full software lifecycle)
Databases: Oracle 11g, 12c
VERIZON (via Crossfire Consulting) - Colorado Springs, Colorado
Sr. Business Analyst 2015 - 2015
Manage projects or contribute to committee or team work
Develop, document and revise system design procedures, test procedures, and quality standards
Analyze information processing or computation needs and plan and design new application functions, using techniques such as structured analysis, data modeling and information engineering
Collaborated daily with global Stakeholders to gather and define business requirements for strategic planning
Resolved issues from configuration management to product support (full software lifecycle)
Databases: Oracle 11g
VERIZON (Formerly MCI and WorldCom) - Colorado Springs, Colorado
Manager of Systems Engineering 2004 – 2015
Managed two global teams of technical software developers and technical application support
Assisted with project management, analysis and design and developing software programs for major releases
Launched two new applications from ground up using ITIL and AGILE methodologies
Created new automated SLA reporting platform that saved over $325K yearly
Applied knowledge of programming techniques, SQL, architecture, DBA, configuration management and computer systems to ensure optimal performance and productivity improvement
Collaborated daily with global Stakeholders to gather and define business requirements for strategic planning
Addressed issues from configuration management to product support (full software lifecycle)
Provided mid-year and yearly staff performance reviews and managed budgets for merits and bonuses
Provided oral and written communications to executive management
Designed presentations for OPS reviews with various Microsoft tools
Data Management / Data Reporting – Performs SQL on various tables for data correction, research and reporting
Databases: DB2, ORACLE 10g and 11g, ADABAS
Programming Languages: JAVA v7, v8, Java EE 6, C#, .NET, Natural, Cobol, XML, SQL
Tools: ORACLE BI and IBM's DataStage WebSphere Information Integrator, Microsoft Office, SharePoint, Salesforce, TOAD, Webservices via SOAP, REST
Operating Systems: Windows 2003 and 2008, IBM UNIX AIX servers, IBM Mainframe
Server Applications: Microsoft IIS
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Jonathan W. Ratchford
285 W. Woodmen Rd
Colorado Springs, CO 80919
719-***-**** ********@*****.*** LinkedIn Profile: https://www.linkedin.com/in/jonathanratchford/
MCI (WorldCom) Colorado Springs, Colorado
Manager of Product Support 1998 – 2004
Managed 25 employees nationally in 8 major order-entry production support teams (2nd Level Help Desk)
Supported over 500 DB2 and ADABAS databases for the business side of WorldCom’s Long Distance
Troubleshot and resolved approximately 12,000 customer issues monthly via email and tickets
Reduced customer issues to less than 100 per month
Performed systems analysis on various order-entry, provisioning, asset management, billing and reference applications
Participated in decisions concerning staffing, salaries, bonuses, and promotions within the department
Hired, trained, and developed staff
Conferred with department heads involved with proposed projects to refine, strengthen and simplify projects
Data Management / Data Reporting – Performs SQL on various tables for data correction, research and reporting.
Planned and implemented several database reconciliations that resulted in the recovery of $100’s of millions in lost revenue
Achieved numerous top IT Awards for leadership, customer focus and recovery of revenues/profits
EDUCATION:
North Carolina State University, Raleigh, North Carolina, B.S. in Computer Science (1984-1989)
Colorado State University Global Campus, Denver, Colorado, Masters in Information Technology Management / Cyber Security (in-progress)
CERTIFICATIONS:
Agile Methodologies (Scrum Master certified)
ITIL FOUNDATION (2011) in IT Service Management Certified
AWARDS:
STAR Award, PRC Inc., May 1992
EXCEPTIONAL PERFORMANCE Award, PRC Inc., 1992
WAY-TO-GO Award, MCI, 1994
ALLSTAR Award, MCI, 1996
WAY-TO-GO Award, MCI, 1996
PEAK ACHIEVER, MCI, 1996
HERO, MCI, 1997 (IT’s second highest award)
RING OF CHAMPIONS, MCI, 1998 (IT's highest award)
FIRST IN SERVICE, MCI WORLDCOM, 1999
SUMMIT CLUB, WORLDCOM, 2000 (IT's highest award)
SERVICE MANAGEMENT & BILLING EXCELLENCE, 2013 (VP Awarded)
VOLUNTEER EXPERIENCE:
Boy Scouts – Committee Chairman (2016-2017)
Universal Kempo Karate Schools – 2nd Degree Black Belt, Instructor
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