Jonathan Ratchford, Ms Email & Phone Number

Houston, Texas, US

Vancouver, British Columbia, CA

· Systems/Business Analyst in the Service Assurance Systems software development team and is responsible for working with User Groups and Planning/Architecture Teams to understand and develop System Requirements, User Stories and Acceptance Criteria.· Working with Development Teams (internal or external/On-Shore or Off-Shore) to develop System.

Colorado Springs, Colorado, US

• 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

Austin, Texas, US

• 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.
• 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)
• Resolved issues from configuration management, software errors, data and functionality (full software lifecycle)
• Databases: Oracle 11g, 12c

Basking Ridge, NJ, US

• 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

Basking Ridge, NJ, US

• 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

Basking Ridge, NJ, US

• 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 over 12,000 customer issues monthly via email and tickets
• Reduced customer issues to less than 100 per month
• Participated in decisions concerning staffing, salaries, bonuses, and promotions within the department
• Hired, trained, and developed staff

Basking Ridge, NJ, US

• Team Lead of the COMS On-line Production Support group, leading a group of 7 people
• Responsibilities includedo Maintained COMS production databases (ADABAS)o Investigated and resolved trouble tickets and addressed escalationso Scheduled training for staff memberso Provided management with status.

Basking Ridge, NJ, US

Answered questions applying knowledge of computer software for MCI's Business Order Entry users. Investigated and resolved computer software and hardware problems of users. Talked with coworkers to research problems and find solutions. Maintained inventory of MCI's customer billing addresses, circuit, service, and location information. Maintained high.

Master’S Degree, Master - Information Technology Management (Specializing In Cybersecurity)

B.S., Computer Science