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Date Created: 12/22/15
BRUCE E. RATZEL Tinley Park, Illinois 60487 Home: 708-532-0493, Email: email@example.com PROFESSIONAL SUMMARY Results oriented manager with extensive background in business, leadership and technical aspects of IT field. Distinguished record for building teams of dedicated people to support infrastructure and applications in high pressure, mission critical environments. Skilled at fostering successful and collaborative relationships with diverse stakeholders. Adept at situation analysis and establishing processes to improve efficiency, productivity and system availability. Able to adapt to rapid change while maintaining a high level of integrity and motivation. TECHNICAL SYNOPSIS CERTIFICATIONS: 2003 MCSE + Security, 2000 MCSE +I, A+ Certified, ITIL Foundation OPERATING SYSTEMS: IBM AIX 5L 5.3, Sun Solaris 10, Sun Solaris 8, Red Hat Enterprise Linux AS release 3, Windows 2003, Windows 8 APPLICATIONS: Oracle 10.2, Oracle 9i RAC, SQL 2000, WebSphere Application Server 18.104.22.168, MQ 22.214.171.124, Microsoft IIS 6.0, Apache Server 1.3, IBM HTTP Server 1.3, Sun One Web Server, Web Methods 4.6, Borland Enterprise Server 5.x, Crystal Reports Server CE10, Visibroker 4.5, Cold Fusion 5.0, Bottomline Technologies Web Series 126.96.36.199.2, Resonate 2.3, Siteminder 6.x, Rational ClearCase 7.1.0, ClearQuest 7.0.1, Interwoven 7.1.0, LoadRunner 11.0, Microsoft Office 2007, Project 2007, Visio 2007, HP Quality Center 9.2, McAfee VirusScan Enterprise 8.7i, CA Clarity 7.5, Fieldglass July 2012 UTILITIES: HP Business Availability Center 7.55, SiteScope 8.5, Tivoli 6.2.2, Introscope 9.1 NETWORK: F5-Big-IP 9.4, Citrix-Web Application Firewall (WAF) 9.3 WORK EXPERIENCE VICE PRESIDENT - BANK OF AMERICA, CHICAGO, IL. 11/2007 – 08/2012 Application Support Manager - International Payments (02/10-08/12) Managed on/off-shore teams of 2 supervisors and 15 employees/consultants. Responsible for the support and development activities of all international bulk file and user initiated legacy payment applications accessed rd through eTreasury Portals. Maintained 3 party vendor relationships, 24x7 operations coverage, staff hiring, coaching, reviews, salary and terminations. Projects / Initiatives Served as the application’s primary technical point of contact, facilitating and coordinating customer requirements, integration efforts, and other actions as required. Planned/managed changes and other deployment activities following change management, configuration management and project management processes. Partnered in product acceptance and operational/performance readiness testing. Provided input and vote on production go/no go decisions. Accomplished semi-annual site failovers of applications within disaster recovery SLA timeframes. Completed the data center move of 272,000 user BA Direct eTreasury Portal on time and within budget. Successfully deployed over 30 application and infrastructure changes annually. Environmental Analysis and Optimization As new manager turned around support and stability issues with Web Series payment application. Led architectural review of Web Series application requiring cross team coordination and expertise. Revised run book used as technical reference guide which decreased resolution time for complex application problems. Amended Help Desk and Monitoring Team alert and escalation procedures. Engaged SAP to review Crystal Reports portion of application having stability issues. Used report results, analysis and recommendations to implement changes and application stability issues ceased. Identified top latent queries in DB and initiated vendor remediation. Updated F5 (load balancer/content accelerator) firmware to newer version. Increased memory allocation for application in WAS. Implemented user simulated navigation within application and alerted on failures or poor performance. Reviewed usage statistics for application and server infrastructure to identify potential capacity issues. Leveraged architectural review to improve other supported application environments. BRUCE RATZEL Page 2 Production Support Served in a matrix team environment, actively and effectively managing relationships with business partners, build and release managers, technical teams, project managers and other application managers. Participated in weekly Change Control meetings to assess change impact, perform risk mitigation and organize communication plans. Tracked all application issues to expedite identification of instability trends and allow remediation before customer impact. Coordinated efforts to resolve critical production issues and provided ongoing communication to business partners. Assisted with post mortem/root cause analysis for application outages and created remediation plans as required. Adhered to all bank incident and problem management processes. Leveraged multiple utilities to monitor application environment and alert on error conditions in database, application logs, MQ channels and server (memory, CPU, disk, I/O). Security / Remediation Fixed vulnerabilities in application code identified by source scanning utility and ethical hacking. Integrated stand alone legacy payment application (that previously used RSA tokens for login) into CashPro Online eTreasury Portal and Siteminder after RSA token vendor had their databases compromised creating a potential security risk. Installed Citrix Web Application Firewall in front of IWC payment application to mitigate vulnerabilities without requiring coding changes. Trending / Performance / Capacity Analysis Created and distributed customer usage/volume reports for 9 different payments applications. Provided overview of data in business partner’s analysis and trending meetings. Performed monthly infrastructure/application usage and performance analysis to forecast future capacity requirements. Used HP Business Availability Center to provide ongoing reporting of application response times to ensure client SLA’s were being met. Scanned all databases for top latent queries and optimized them; created purging/archive routines as required. Documentation Ensured Technical Recovery Plans, support processes, design and data flow documentation in repository were updated with each change introduced to the application environment. Transition Technical Lead – CashPro Web eTreasury Portal (11/07-02/10) One of three individuals remaining from LaSalle Bank’s CashPro Web Technical Team after Bank of America’s acquisition of LaSalle Bank. Played key role in the successful transition of LaSalle Bank’s CashPro Web Portal and suite of applications to BofA. Co-developed high level Power Point deck to depict plan of action for the Data Center Move (DCM) of the Portal and associated applications. Created multiple sub-projects for the effort. Coordinated meetings with key members of BofA to review application/infrastructure architecture, testing requirements, deployment procedures, source control and data movement. Compiled documentation unique to each group’s activities and mission which allowed multiple streams of effort to begin simultaneously for the project. Managed prioritization and work distribution, identified required consulting resources. Instrumental in setup of test and production environments at BofA. Served as SME for transition of LaSalle Systems. Advised stakeholders on crucial decision points. Accelerated lagging Lockbox and Image Archive portion of DCM activities to align with the rest of the DCM project timeline. Created unified effort between departments/vendors to complete move within aggressive timeline. BRUCE RATZEL Page 3 VICE PRESIDENT – LASALLE BANK, CHICAGO, IL. 05/2000 – 11/2007 Application Manager - CashPro Web eTreasury Portal (10/05-11/07) Oversaw vendor teams supporting CashPro Web Portal (IBM - hardware and OS support; Infosys - application support; Verizon - network support). Master scheduler of all activities impacting cash management portal applications. Provided a common collection point for project components from interfacing departments. Released one complex project each month or several smaller projects combined. Monitored vendor response times during production outages and involved engineering and development teams on triage calls as required. Ensured that monitoring, OS/application updates and other proactive support duties for the environment were occurring per the contracted agreement with the bank. Managed communication to business stakeholders of issues and proposed changes affecting the portal. Served as Technical Lead for multiple application and infrastructure projects. Coordinated vendor, test, development and engineering resources for projects. Handled environmental scheduling for code deployments and testing. Ensured compliance of security, change control and source code migration policy. Responsible for the review and approval of all hardware and software changes involving the portal. IT Manager - Windows/Unix System Engineering and Application Support (09/03-10/05) Managed team of 12 employees/consultants accountable for the support of all CashPro Web Portal applications and infrastructure. Responsible for budget, mentoring, resource/environment scheduling, disaster recovery plans and application/infrastructure capacity plans. Led conference bridges for production problems and provided status updates to business partners. Partnered with business stake holders and internal/vendor development teams to plan and implement new applications, enhancements and fixes. Relocated 70 plus portal supporting servers/applications as part of data center move without impact to customers or project timelines. Successfully deployed over 50 application and infrastructure changes. Merged Windows and Unix Engineering teams; transitioned Operations to IBM without customer impact. IT Manager - Windows System Engineering and Operations (06/01-09/03) Managed 7 employees/consultants responsible for the support of multiple Windows treasury management applications and servers accessed through CashPro Web eTreasury Portal. Accountable for budget, hiring, performance appraisals, training and relationships with business partners and vendors. Team Lead (05/00-06/01) Built team (5 Windows Engineers/Administrators) to support growing internet cash management environment. EDUCATION / PROFESSIONAL DEVELOPMENT Associates Degree in Computer Technology, Control Data Institute, Chicago, IL Certifications: 2003 MCSE + Security, 2000 MCSE +I, CNA 4.11, A+ Certified, ITIL Foundation Project & Advanced Project Management, Learning Tree, Schaumburg, IL Formal Management Classes, BAC, Chicago, IL
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