Eric Purtle Email & Phone Number

Dayton, Ohio Area

Handle global operations of customer-facing Teradata at Your Service help-desk offering with 8000+ active users worldwide along with administrative capacities on internal Customer Information System package, ensuring cross-application data integrity• Expedite thousands of direct customer-support inquiries (internal/external) annually, troubleshooting and resolving as necessary• Maintain and cleanse customer and user data in a super-admin capacity, avoiding potential downstream difficulties in other dependent databases• Design, define or otherwise consult on version enhancements; test (JIRA) and facilitate implementation with minimal end-user disruption• Provide education via customer demos (WebEx or on-site); author, score, record and produce task-based video tutorials in Camtasia Studio• Single point of contact for all 3rd-party AWS and Azure cloud support registrations• Liaise on companywide data-stewardship initiatives• Deliver interdepartmental ad-hoc assistance on various directives including international parts logistics, acquisition onboarding, etc.

Maintained integrity of customer master data pool; 100,000+ records. Analyzed, researched and validated customer updates while considering impact on multiple internal systems’ data flow• Confirmed accuracy of SAP customer data used companywide for billing, shipping, credit, collections, etc.• Provided service and guidance to sales and field personnel on required information and processes

Oversaw operations of “Voice of the Customer” departmental call center; an in-house marketing-research department conducting thousands of customer satisfaction surveys annually• Programmed SPSS CATI survey scripts and UNIX shell scripts automating various tasks• Assigned and supervised daily work flow of third-party call-center vendor• Converted call sample from various formats to UNIX and maintained throughout its lifespan• Created full array of reporting, providing business units with customer feedback and satisfaction statistics upon which business plans were devised• Coordinated closed-loop issue-tracking process whereby real-time customer complaints were addressed by internal issue owners

Technical Certificate, Additive Design Specialist

Visual Communications