Call Center Vice President

DAVID A. BRATTAIN

**** ******* *****

Cumming, GA 30028 Call Mobile: 770-***-****

E-mail: *********@*****.*** Home: 770-***-****

Linkedin Profile: https://www.linkedin.com/in/davidbrattain

SUMMARY

A highly skilled and experienced, senior IT executive with over 35 years of achievement and a track record of success transforming corporate intent into results, leading the creation of high value information technology solutions, processes, strategies and facilitating change to improve the effectiveness of IT organizations, reduce operating costs, enhance revenues and mitigate risk. Over 20 years of executive leadership, with successful projects in over 120 companies and 5 countries.

PROFESSIONAL EXPERIENCE

CO-OP Financial Services, Duluth, GA 2017 - 2023

Program & Project Management IT Transformation – Project and Program Management, Project Coordination and subject matter expertise directing the management of complex infrastructure and operational transformation projects. Major programs including PCI Compliance, Infrastructure consolidation and enterprise wide VOIP, UC and Contact Center programs. Leading programs in the development and deployment of Financial Services Application Products, utilizing management tools including PPM Pro and ADO in a hybrid PMP/AGILE environment. Performing data collection, analysis, reporting and presentation of project and program metrics.

INDEPENDENT IT CONSULTANT, Alpharetta, GA 2016-2017

Technology Transformation - Lead companies to transform and leverage the best technical solutions across the spectrum of IT infrastructure, applications, networks, security, data and facilities. Cloud, Managed Services, Saas, Iaas. Specializes in the consolidation, merger and acquisition of IT assets to produce high performing, highly available installations based on demanding service levels and financial goals.

-Financial Services Client –, Saas application access and integration(Salesforce, ServiceNow, O365)

-Financial Services Client – Continuous Transaction Availability (multi-data center, Azure)

Verint, Alpharetta, GA 2015 - 2016

Independent Contractor - Senior Management Consulting - Executive management consulting and subject matter expertise directing the transformation of the technical support organization through the implementation of ITIL best practices, tools and organizational re-alignment. Implemented ITIL based service management, re-organized multinational staff and implemented ServiceNow. Completed program in 9 months, re-organization of international technical support, implementation of ITIL Service Management and ServiceNow and resulted in a savings of 500k in annual operating expense. Incident, Problem, Change, Configuration management.

QBE INSURANCE GRP., Atlanta, GA 2013 - 2015

Senior Vice President of Infrastructure and Operations - Reduced operating expenses by 25 million dollars annually. Improved performance, availability and reduced operating expenses by 25 million dollars annually. Executive leadership and technical vision, turn-around of failing IT organization and installation, all enterprise application support, enterprise voice and data networking, tactical service desk support, computer operations, systems programming and systems administration for an organization processing in the US, Canada and Bermuda. ITIL implementation of Incident, Problem, Change, Configuration and Asset Management.

WORLDPAY, Atlanta, GA 2011 - 2013

Senior Vice President of Infrastructure and Operations - Implemented continuous availability and improved performance to industry best practices. Executive leadership and technical vision, turning around a failing operation and re-directing all enterprise application support, enterprise voice and data networking, tactical service desk support, computer operations, systems programming and systems administration for the global organization processing in 5 states in the US, Canada and 5 European countries.

- Mobile Sales Merchant Application System

- Data Center and Cloud Services Migration

- Complete Data Center Mediation

- ITIL implementation of Incident, Problem, Change, Configuration and Asset Management.

MACY’S S&T, Atlanta, GA 2009 - 2011

Vice President of Information Technology, Service Delivery - Executive leadership, all enterprise voice and data networking, tactical support, messaging, database administration, systems programming and systems administration for the organization currently processing throughout the United States & Guam. Directed an organization in excess of 100 systems administrators, database administrators, network engineers, security engineers, systems monitoring and delivery resources with an annual budget in excess of 50 million dollars.

- Inventory and Sales Analytics

- ITIL Implementation CMDB

- Automated Application Testing System

- Retail Systems Upgrades

ELAVON, Atlanta, GA 2002 - 2009

Senior Vice President IT, Global Systems, Operations, and Production Support - Retooled the enterprise infrastructure and operations organization to continuous availability, virtualized on-demand private cloud performance and ITIL Service Delivery and Service Management. Implemented a DevOps environment within a JAVA, .Net development environment. Executive leadership and technical vision, directing all enterprise application support, enterprise voice and data networking, tactical service desk support, computer operations, systems programming and systems administration for a global organization. Directed an international organization of 100 resources with an annual budget in excess of 50 million dollars.

- Acquisition of EuroConnex IT Merger and ITIL Integration

- IT Infrastructure Retooling and Hardening (Continuous Availability)

- Automated Testing

- ITIL Incident, Problem, Change, Configuration, Asset Management

Senior Vice President of Information Technology, Development Services - Designed and Implemented a PMP, SDLC based PMO with associated intake, prioritization and management processes, tools and organization. Executive leadership and technical vision, directing all enterprise application development, production support and database administration services directing an organization of 75 developers, testing, project management and release management resources with an annual budget in excess of 50 million dollars.

- CRM, FIS & HRIS Migrations

- Green field development of Automated Batch Real-Time Monitoring

- Electronic Check Verification

- PMO Implementation

CHECKFREE CORPORATION, Norcross, GA 2001 - 2002

Vice President of Information Technology, Architecture & Planning - Led the design and development of a recovery environment for the enterprise architecture. Provided technical leadership in the re-design of the enterprise call center technology. Executive leadership and technical vision, directing strategic planning efforts associated with the processing infrastructure that serves clients and subscribers in the electronic bill presentment and payment space.

- Disaster Recovery Program Planning

- Call Center Re-Design and Program Planning

- Architecture Review and Re-Design

VECTREN CORPORATION, Indianapolis/Evansville, IN 1996 - 2001

Director of Information Technology - Critical technical knowledge, managerial skill, and business leadership, directing an organization of systems, operations, networking and tactical support staff. Led all IT related migration and merger activities associated with acquisition of utilities businesses in the Midwest. Led the construction of data center, call center facilities and technology. Led the migration of development to distributed Linux from enterprise mainframe environment.

IBM CORPORATION, Armonk, NY 1987 - 1996

Advisory Systems Engineer, Networking Consultant, Manager of Consulting Services - Principal leadership, as both a manager and project leader, directing a team of consultants and services professionals who engaged in the development of enterprise networking, systems management and systems integration projects for IBM clients. I traveled extensively throughout the U.S. providing both technical and consulting services to companies in a wide range of industries.

- Systems consolidations

- EDI Implementations and associated networks

- Systems remediation

- Implementation of ERP, CRM, HRIS and FIS systems

- Design and implementation of enterprise networks

- Distributed systems migrations

- Develop and Conduct IBM Training - Enterprise Networks, Mainframe Systems, IT Operations

EDUCATION

IBM ADVANCED BUSINESS INSTITUTE, HARVARD, White Plains, NY, 1993

IBM President's Class

IBM Technical Training (Networking, Systems Integration)

IBM Global Network (Domestic & International Network Services, Electronic Data Interchange)

IBM Consulting, Project & Practice Management Methodologies

Service Management Processes and Tivoli Tools

INDIANA VOCATIONAL TECHNICAL COLLEGE, Indianapolis, IN, 1986

A.S., Applied Computer Technology

High Honors Graduate, GPA 3.9

INDIANA STATE UNIVERSITY, Terre Haute, IN, 1980

B.S., Science, Ed.

Collegiate Scholar, GPA 3.9

SKILLS/EXPERIENCES

Progressive Senior IT Management (Mgr., Director, VP, SVP, CIO, Consultant)

Management (Financial Management, Budgeting, PMI, PMP, SDLC, Agile, MMI, Matrix, Hierarchical, International)

Industries (Healthcare, Manufacturing, Government, Insurance, Banking, Financial Services, Retail, Utilities)

Procurement (Staffing, Outsourcing, Hardware, Software, Telecommunications, Facilities, Services, Contracts)

Major Application Projects (ERP, CRM, HRIS, FIS, JAVA, .Net, COBOL, VOSS, micro services, Web, Customer Facing, Mobile, Integration)

Services (ITIL, Computer Associates, ServiceNow, Cherwell, BMC, Tivoli, Process, Service Management, ITSM)

Infrastructure Projects (Data Center Build, Enterprise Networks, Platforms, VMWare, Citrix, Middleware, Consolidations, Cloud, Azure, WMS, MS, CSC, Wipro, IBM, Rackspace, Automation, Digitization, Data Security, PCI, OCC, Audit, Disaster Recovery)

International Business (London, Dublin, Toronto, Bangalore, Warsaw, Amsterdam)

AWARDS/MEMBERSHIPS

SMART Enterprise Magazine Executive Award Enterprise IT Management 2008

InfoWorld “TOP 100” EITM & Virtualization 2008

CA V.I.P. Award for Technical Progress 2008

Data Center Executive of the Year, Nominee/Finalist 2007

IBM Technical Excellence Award 1993, 1994, 1996

Technology Association of Georgia

CITATIONS & PUBLICATIONS

Baseline Magazine

InfoWorld

Mobile Times

IBM Solution Briefs

Software Artistry Solution Briefs

Contact this candidate