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Reviews for Desktop-Engineering-Support-Analyst-in-Raleigh-Durham-NC-Resume-James-Bratton
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Date Created: 12/21/15
James D. Bratton Holly Springs, NC 27540 • Cell: 919-455-8655 • Ejbratton33@nc.rr.com PROFESSIONAL PROFILE Results oriented IT desktop support experience with external / internal customer projects. Experience designing, deploying, supporting and improving information systems solutions. Experience in engagement with stakeholders to improve process documentation. Project Management experience in business process and IT development for desktop support solutions. Energetic team oriented IT specialist who assesses business activity, identifies opportunities and offers creative practical solutions to realize them. Skilled at translating abstract concepts into business language to enable project buy-in at all organizational levels. PROFESSIONAL EXPERIENCE LENOVO, (formerly IBM), RTP, NC 2005-2007 Senior IT Specialist Member of SAP Transformation team focused on essential data elements and logical CRM design in support of the acquisition of IBM PC Division by Lenovo. Participated with core team to guide design of CRM system and Material Master definition. Offered key concepts to enable routing of orders to multiple vendors based on country and other fixed and variable criteria. Participated in user and integration testing. IBM, RTP, NC 1992-2005 Data / Business Analyst (2000-2005) Originator and lead architect of the “Nexus” Product Life cycle Management custom system (Java, WebSphere and DB2). This system was designed to extract data from a number of remote VM, MVS and AIX DB2 legacy systems containing marketing, engineering, procurement and logistics data and import it into a logical aggregate. Gathered requirements and created technical design to customize system to support European part suppliers, presented design concept to 3 line management who approved project along with staff of 4. Conducted complete service business Logistics analysis (as part of small team of project managers) showing existing processes and how to maintain operational viability in light of planned spin-off of PC Division to another firm (Lenovo). Suggested solution using Nexus system to support operations. Negotiated technical specifications with IBM Europe and created detailed technical proposal building upon our existing Nexus system. Entire proposal presented to management which was accepted along with staff of 8. Provided on-going support for Nexus system. Advisory Engineer/Scientist-Development (1999-2000) By leveraging my experience as Project Manager for IBM Service Part Process, part logistics assurance system to measure key events through the lifecycle of product spare parts. Created original system concept to automatically gather data from six remote systems, improving efficiency and reducing the workload of 20 staff members by visually contrasting available components vs. those which were late. Built and presented complete business case and functional model showing how such as system could streamline new parts management and reduce long term staffing requirements to 2 directors, won project approval and project staff of 3. Service Planner (1996-1999) Creator of Award winning World Wide Web based support solution for IBM client software (first such implementation in IBM). Established centers of competency in US and Europe and development of a routing solution for voice, email and electronic forum to these centers. Developed award-winning electronic forum support solution, recognized as the “method of choice” for future software support in IBM PC Division. Consultant (1995-1996) Technical Advisor for “IBM Direct” Key Accounts Marketing and Fulfillment organizations. Created remote software load solution to overcome limitations of manufacturing processes which saved “key account” at critical startup period. Concept adopted and is now key revenue generator to IBM and Lenovo under the Services banner in each company. Technical Lead (1992-1995) Technical Support Liaison between Microsoft and IBM US Call Center. Deployed local area network enable access to Microsoft’s TechNet service to increase quality of IBM’s Windows technical support resulting in higher customer ratings in the competitive customer support measurements. Established first MS Windows center of competency in IBM US support center and served as instructor. IBM, LOS ANGELES, CA 1987-1992 Systems Engineer (SE) Technical Marketing experience working with the Federal Reserve, Pacific Stock Exchange, Citicorp TTI (Citibank), Jet Propulsion Lab and many others. Systems Engineering role was focused on telecommunication & transactional system proposals and implementations. Award-winning complex system installation involving Federal Reserve data center and successful sale and deployment of Local Area Network for “FedWire” system. Successfully demonstrated UNIX based conceptual distributed trading system at Pacific Stock Exchange for technical marketing proposal. TECHNOLOGIES Operating Systems; Windows, Win NT, (Windows instructor in IBM US support center) MS Project, Excel, Power Point, Visio Windows Server 2000 / 2003 (Administered 3 in Relational Database; IBM DB2 support of development effort) Hyperion Intelligence/Brio high level SQL MS IIS web server (used for long running demo of Commence (CRM / DB Modeling tool) client/server & web logistics mgmt system I Oversight of Java J2EE Websphere development developed) team for web UI as functional requirements lead SAP requirements for CRM Some hardware/software troubleshooting exp. Simple MS VB Scripts and CGI maintenance IIS, ISAPI and Access experience Some MS Access experience HTML, FrontPage & other tools EDUCATION / PROFESSIONAL DEVELOPMENT Some College, (UCLA Extension) Extended Training for Product development leads, Systems Engineering (SE) Training curriculum, 1 IBM (2001) year program, IBM, Dallas, TX (1984) Integrated Product Development process, IBM Continuing Telecommunications specialist courses, (2001) Arlington, VA (1985 - 1987) Technical Support Marketing Training, IBM, (2001) Specialized Technical and Marketing training for Parts management training, IBM, (2001) mid-range, networking and software throughout 80s Leadership in a project team environment (2002) Project Management fundamentals, IBM (2002) and 90s. Project Management orientation, IBM (1999) Brand financial planning, IBM, (2002) Introduction to Project Management (1999) Records Management, IBM, (2002) Engineering change education, IBM (2000) Corporate Strategy, IBM, (2003) MS Project 98 fundamentals (2000)
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