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Customer Service Management

Newnan, Georgia, United States
January 01, 2018

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Tom Cantrell

Newnan, GA ***** 770-***-****

Results-Producing IT Senior Systems Analyst

Deliver End-to-End Product Solutions for Large, Complex, and Multiple Projects

Experienced professional with demonstrated history of working in information technology and logistics service delivery industry. Skilled in SQL, Oracle R12, reverse logistics, EDI Transactions, warehouse management systems, supply line management, international shipping, Teradata EDW, and system administration. Customer-focused and adaptable to variety of work environments, with high tolerance for risk and stress associated with tight deadlines.

Expertise includes:

Software Testing

Project Management

Support and Development

System Analysis

Incident Management

System Upgrades

Technical Skills

Operating Systems:

Windows XP/7/8/10, UNIX, Linux, iOS, and AIX

Programming Languages:

Perl, Visual Basic, .NET, SQL, PL / SQL, XML, Java


Toad, SQL Developer, VMware, Citrix, MS Project, BMC Remedy, ServiceNow, Nagios, Quest, Platform Builder, Oracle, MS Office, SQL Server, Quick Test Pro, Load Runner


Subject matter expert (SME) for third-party applications: MOVE (warehouse management system), Servigistics (parts planning system), Tradesphere (import / export compliance)

WebShip, Progistics, ConnectShip, ChainLink.

Professional Experience


IT Senior Systems Analyst 2005 2017

Performed as technical lead on multiple system upgrade projects and team leader overseeing over 10 offshore support and development resources. Managed day-to-day operations at large distribution center supporting all Service Logistics systems to ensure maximum uptime was maintained and provide excellent customer service.

Delivered numerous projects that reduced cost, improved service levels, and increased customer satisfaction by upgrading warehouse management systems in 2 countries, performing upgrades on Enterprise export compliance system and parts planning system, and deploying Oracle R12 to 6 countries.

Tom Cantrell Page Two


Exceeded service level agreements (SLAs) for systems availability (95% uptime) and worked with internal security auditors, ensuring quarterly Sarbanes-Oxley (SOX) compliance testing was completed and any breaches were mitigated (specifically SOX sections 302 and 404).

Developed and maintained partnership relations with key vendors, including JP Morgan Chase, Servigistics, Livingston International, PTC Corporation, Progistics, negotiating maintenance contracts and statements of work (SOWs).

Produced numerous Disaster Recovery (DR) plans to ensure maximum system availability and executed annual DR testing on all platinum-level systems successfully by simulating multiple outage scenarios.


IT Systems Analyst 1996 2005

Served as system administrator for local Exchange email system.

Supported and maintained over 300 client PCs throughout large distribution center, ensuring that operating systems were compliant and network security was maintained.

Procured and refreshed over 25 Windows Servers in Data center, bringing operating systems into compliance.

Managed all system availability metrics and reported to leadership team, confirming business SLAs were met.

Additional Positions:


Lead Repair Technician (Global Repair Depot) 1982 1996

Developed and supported test procedures used in reworking electronic assemblies.

Responsible for maintaining all test equipment insuring ISO 9000 requirements were met.

Supported all rework technicians as well support and assist all other associates within the NCR Global Repair group.

Education & Qualifications

Associate of Applied Science (AAS), Computer Technology, Tampa Technical Institute, Tampa, FL

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