Resume

Sign in

Manager Support

Location:
Colorado Springs, Colorado, United States
Salary:
95000
Posted:
November 29, 2018

Contact this candidate

Resume:

Jonathan W. Ratchford

*** *. ******* **

Colorado Springs, CO 80919

719-***-**** ac7tx0@r.postjobfree.com 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-***-**** ac7tx0@r.postjobfree.com 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

Page 2

Jonathan W. Ratchford

285 W. Woodmen Rd

Colorado Springs, CO 80919

719-***-**** ac7tx0@r.postjobfree.com 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

Page 3



Contact this candidate