Eric Kidder Email & Phone Number

Tyler, Tx, Us

Ewing, Nj, Us

Spearheaded the creation of a SharePoint ticket system handling 450 tickets daily, implementing role-based access control (RBAC) to restrict access. Enabled automated alerts for ticket edits or deletions, triggering high-priority email notifications for review. Integrated version control, maintaining the last six versions to protect data integrity and recover from permission issues. Conducted regular audits to validate tickets and ensure analyst performance.Designed the Pre-Scheduled Activities (PSA) system to utilize forecasting data, optimizing agent placements while maintaining sufficient Full-Time Equivalents (FTEs) for call volume. The PSA fed directly into the Schedule Quality Index (SQI), which updated every 15 minutes to forecast potential operational risks and allow real-time adjustments. Implemented strict access controls, ensuring only designated Owners could grant permissions, in line with the Principle of Least Privilege (POLP).Ran periodic audits on the ticketing system to identify and correct invalid entries, assess analyst accuracy, and ensure compliance with internal processes

Ewing, Nj, Us

Brentwood, Tennessee, Us

Collaborated with management to develop and deliver tailored Power BI reports, providing actionable insights and supporting data-driven decision making aligned with DelekUs' specific operational needs. Utilized SQL queries to build a real-time auditing tool, ensuring operators adhered to management directives in report submissions. This tool provided continuous monitoring of data integrity and operational compliance, helping to detect and mitigate potential discrepancies or non-compliance risks.Served as the primary point of contact (POC) for technical operations: Managed update pushes and addressed technical issues, acting as the liaison between the company and external vendors. Ensured smooth communication and operational continuity during system upgrades and technical troubleshooting.Designed operational risk reports with a focus on safety: Partnered with the safety team to create detailed operational risk reports, leveraging data points from across the plant. This comprehensive analysis improved risk management efforts and supported safety protocols, demonstrating the ability to translate technical data into operational insights.

Katy, Texas, Us

St. Louis, Mo, Us

• Designed, tested, and created the agent’s training schedule system to automate a manual system.• Created agent productivity report to give higher management to have a deeper understanding the current state of agents. Increased productivity by 2% in the first week and gained another 20% for six weeks.• Improved entry of bulk scheduled segments, for floor supervisors and Command Center analysts, by updating tools to include daily updates of agent ID’s, automated email generation and export from Excel into compatible .csv for upload into Aspect eWFM• Enterprise-wide data entry; schedules, meetings, transfers, payday accruals, and terminations

St. Louis, Mo, Us

St. Louis, Mo, Us

Purchase, New York, Us

Bachelor'S Degree, Information Technologies - Software Development

Game And Simulation Development - Programming, Applied Science