Manager Customer Service
Resume:
Timothy W. Thaxton
North Augusta, SC. 29860
Home 803-***-**** Cell 803-***-****
*********@*****.***
SUMMARY
IT Professional with more than twenty years experience in information services. Experience in business systems ranging from programmer, systems analyst, project manager, lead business analyst to IT Manager. Experience with a number of business applications, design tools and programming languages. Ability to communicate with users and management to identify business problems and opportunities, design applications to meet the requirements of the business and able to work with information services technical staff to develop and implement business applications.
PROFESSIONAL EXPERIENCE
Problem Manager, Unisys Dec 2014 – Present
Problem Manager for the Army Enterprise Service Desk
Major Incident Manager for the Army Enterprise Service Desk
Problem Manager for AMGEN Biotechnology Company
Problem Manager for the Wisconsin Department of Justice
Conduct Problem Investigations for incidents
Conduct Root Cause Analysis for incidents
Conduct Request for Change requests for incidents
Work with Incident Management team on incidents
Work with Resolver Groups
Work with Remedy, Right Now and Service Now to create tracking tickets
Work with U.S. Army Network Enterprise Centers dealing with localize incidents
Create monthly Army Enterprise Service Desk trend analysis report
Create monthly AMGEN trend analysis report
Create monthly Wisconsin Department of Justice trend analysis report
Create Army Enterprise Service Desk weekly OPS report
Create adhoc reports
Create views and SQL scripts
Create supporting reports for the Service Management Operations team
(Remedy, Service Now, SQL, Right Now, Oracle)
Lead Business Analyst/IT Manager, Carole Fabrics Oct 2012 – April 2014
Conducted Meetings with Upper Management/Mid-Management/End-Users to obtain user’s request information
Analyzed User’s Request to understand the most efficient way to obtain the required output
Created Relational Databases for business operations including Warehousing, Inventory, Sales, Orders, Invoicing and Reporting
Created Database Tables along with indexes and foreign keys
Used multiple tools to extract data into Excel Spreadsheets or create working tables
Conducted Management/Departmental meetings
Ordered Hardware and maintained hardware and software licenses/leases and ensured all software was current and up to date
Handled Vendor contracts
Verified System backups and Week-End and Month-End closing
Analyzed End-User requests to determine if the request could be handled within the ERP in a different module or if the system needed to be modified. Also verified that the End-User request was what the End-User really wanted and if the request yielded a good return of value and assigned End-User requests
Conducted Weekly IT staff meetings
Verified Testing and Migration Procedures
Applications included: Account Payables, Account Receivables, Customer Service, Inventory Management, Production Tracking, Warehousing, Marketing, Sales, and Labor Time Entry.
Designed System Modifications and performed Standard System Maintenance
Wrote Crystal Reports, SQL Scripts, Ad-Hoc Reports Using Sequel Viewpoint, and User Interfaces
Wrote RPG Programs
Conducted Meeting With Management To Help Define Business Solutions
Created User-Specs, Test Plans, and Migration Plans
Created End-User Documentation and provided End-User Training
Supervised other IT Staff
(AS400, Mapics, Global Ship, UPS, Crystal Reports, Sequel ViewPoint, FileMaker, Mantis, RPG, SQL, tSQL, Unix, MS Word and Excel)
Business Analyst II, Georgia Health Sciences University June 2008 - Sept 2012
Applications included: Facilities, Finance, Human Resources, Emergency Notification, Classroom and Event Scheduling, Employee Time Entry, and Student Health Care
Designed System Modifications, performed Initial System Installation, and System Upgrades
Wrote SQL Database Scripts, PeopleSoft Interfaces, and analyzed End-Users Request
Served as Team Lead, conducted Meetings with Departmental Managers, and IT and Vendor Meetings.
Created User Specs, Vendor Specs, and Programming Specs
Created Test Plans, Migration Plans, Training Documentation, and System Stop Gap Comparisons
Wrote Crystal Reports, Ad-Hoc Reports Using SQL, and trained End-Users
Assisted Campus HelpDesk During Enterprise Application Migration Of Microsoft Outlook
(Ad Astra, Archibus, Blackboard Connect, Crystal Reports, Medicat, PeopleSoft, SQL, Toad, Remedy, MS Project, Visio, MS Word and Excel)
Business Analyst, Augusta Sportswear June 2006 - June 2008
Applications included: Account Receivables, Account Payables, Supply Chain, Warehousing, UPS Shipping, and Global Ship
Designed System Modifications and performed System Upgrades
Wrote SQL Scripts, Interface Scripts, Crystal Reports, and Ad-Hoc Reports using SQL
Created Training Documentation and trained IT on how to use SQL
Wrote RPG Programs
Conducted meetings with Departmental Managers and Vendors
(AS400, Forta Systems, Global Ship, Lucas Systems, Movex, RPG, SQL, UPS, MS Word and Excel)
Systems Analyst/Manager, Avondale Mills Jan 1994 – June 2006
Applications included: Account Payables. Account Receivables, Customer Service, Color Control, EDI, Inventory Management, Invoicing, Orders, Shipping, Warehousing, Marketing, and Sales
Performed Initial System Installation, System Upgrades, and designed System Modifications
Wrote SQL Database Scripts, analyzed End-Users Request
Served as Team Lead, conducted meetings with Departmental Managers, End-Users, IT staff, and Vendors
Created User Specs, Vendor Specs, and Programming Specs, along with Test Plans and Migration Plans
Created Training Documentation and trained End-Users
Wrote Crystal Reports, Ad-Hoc Reports Using SQL, and programmed in PowerBuilder
Worked with Vendors and Customers
Instrumental in getting Business Systems up after a catastrophic accident
Converted In-House system to purchased ERP system
Developed Replenish Inventory Partnership with a major customer
Served as Team Lead to aid in business cost reduction
Supervised other IT staff
(IBM AIX R6000, AS400, RPG, DataTex, Sybase, Powerbuilder, SQL, Crystal Reports, Hunter/Shelyn Color, GreTagMacbeth Color, Xenware, MS Access, MS Word and Excel)
Systems Analyst, Graniteville Company Jan 1990 - Jan 1994
In-house applications included: Order Entry, Invoicing, Warehousing, Shipping, Sales Analysis, and Raw Materials
Designed Initial Systems, System Modifications, and Performed Initial System Installation and System Upgrades and maintained system through complete life cycle
Wrote SQL Database Scripts and analyzed End-Users Request
Served as Team Lead, conducted Meetings with Departmental Managers, End-Users, IT staff, and Vendors
Created User Specs, Vendor Specs, and Programming Specs, along with Test Plans and Migration Plans
Wrote Crystal Reports, Ad-Hoc Reports Using SQL, and programmed in PowerBuilder
Created Training Documentation, trained End-Users and worked with Vendors and Customers
Supervised other IT Staff
(IBM AIX R6000, Sybase, Powerbuilder, SQL, Progress, Hunter/Shelyn Color, MS Word and Excel)
Programmer Analyst, Graniteville Company Jan 1988 - Jan 1990
Raw Material Programmer/Analyst
Designed Initial System, System Modifications, and performed Initial System Installation and System Upgrades
Conducted Meetings with Management and End-Users
Managed over $300 million dollars of raw material consumed annually
(IBM AIX R6000, Sybase, Powerbuilder, SQL, Progress, MS Word and Excel)
Computer Programmer, Graniteville Company Aug 1985 – Dec 1987
Programmed using COBOL, LINC and PowerBuilder
(COBOL, LINC and PowerBuilder)
EDUCATION
BS Degree in Computer Science, University of South Carolina-Aiken
BS Degree in Mathematics, University of South Carolina-Aiken
CERTIFICATIONS
Security +
ITIL v3 Foundation
CLEARENCES
Department of Defense
Wisconsin Department of Justice
REFERENCES
Upon Request
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