Eric Perry Email & Phone Number

United States

Detroit Metropolitan Area

Madison Heights, Michigan

Added responsibilities in addition to those listed under Operation Manager:• Operations process owner for per customer contract with coordination of Launch Manager.• Managed support teams that provided support and assistance for various supplier activities by ensuring consistent and effective execution of the enterprise and supplier management policy & governance.• Monitor and manage supplier performance to identify and help correct performance problems, including providing feedback regarding areas requiring attention.• Partnered with PMO, Sales team, and Launch managers in support of large initiatives, including providing resources as needed.• Monitored CMS/QAD/Oracle integration errors from fallout reports and worked with the customer and internal support team to ensure those errors were validated and reprocessed. • Part of the Sev1 escalation team for application server outages and issues. Triage support with the the affected customer service manager, product team, dev team, tech ops, and support desk. Provided RCA after the resolution of the Sev1 incident. • Managed compliance activities, including audits, supplier risk assessments for credit hold, resolved credit holds with suppliers, and operational/internal product development and testing.• Developed and maintain cross-functional business relationships with other leaders to ensure broad organizational communication, awareness, and alignment.

Madison Heights, Michigan

Operations Manager for Supplier Results Desk 08/17 – PresentAdded responsibilities in addition to SCOM/SOM• Manage Supplier Results Desk team which consist of 8 User advocates, Product specialist, & 2 Assistant managers.• Review escalated issues by coordinating with appropriate support dept. and engineering teams to provide quick resolution. Also provides RCA to the Onsite PMO/CRA’s and Customer management team. • Provide constant updates to clients during Critical Escalated events.• Improved customer SAT score from 72% to over 95% in two month during a ticket spike from 1500 monthly tickets to over 3500 monthly tickets. • Review each agent’s metrics to identify and address any areas of concern.• Conduct daily morning meetings to identify any reoccurring issues and to address new procedure changes or updates to impending software rollouts.• Work with and mentor Product specialist with leadership task.• Conduct biweekly reviews with each team member to discuss ticket issues, any concerns, and future goals.• Report current metrics to VP of Tech-Ops.• Created and documented new Supplier Onboarding process & Supplier catalog collection.

Madison Heights, Michigan

Added responsibilities in addition to SCOM:• Initiated contact with over 380 suppliers identified by Buyers as critical suppliers.• Negotiated with Suppliers to agree to terms with the customer.• Created User accounts for Suppliers Users, scheduled Software training for each users.• Worked with Xeeva’s business partner, Global Supply Solutions to provide documentation in order to get new accounts setup and addressed any issues regarding Payment terms, ACH/EFT information from suppliers, Negotiated payment terms with reluctant suppliers to accommodate both the customer, GSS, and Xeeva. • Revised documentation to speed up On-boarding process.• Tracked progress with each new supplier to ensure successful on-boarding.• Currently adjusting and modifying On-boarding process to meet new Supplier demands.• Worked with PMO to establish line of credit with over 400 US/Canada based Suppliers.

Metro Detroit

Madison Heights, Michigan

• Managed team of 6 employees• Supported PMO of MartinRea with supplier catalog collection• Responsible for providing daily metrics regarding SLA, call tracking and Completed data request from Suppliers.• Ensured data was accurate and complete with current pricing agreement, unit of measure, item description, and freight charges. • Provided logistic report to PMO with current status as well as meeting expected deadlines set by customer.

Provide second level support with IOC TSR’s.Trouble shoot and perform basic RCA for various Server alerts from monitoring tools (Nagios, Zenoss, WebSphere, and Cacti).Accept and complete special tasks and projects from various entities such as IOC supervisors, Application teams and CSM’s.Provide leadership and set examples to the TSR team.Perform drive space analysis and attempt to clear space to clear critical drive space alerts.• Perform RCA for Host alive tickets that show either the host is down or has rolled up OK.Restart and verify various alerting services in a Host.Provide detailed documentations of high memory usage alerts from host & if possible resolve them. Continually provide information to expand the S24 KB database. Properly escalate tickets to the correct teams. Troubleshooting issues escalated from the TSR’s.During outages, provide detailed incident report to the Escalation Coordinator (ESC) Also reaches out to affected Application and support teams so the ESC can more effectively resolve outages. Remote assistance support using tools such as Log Mein and Dame-Ware, Lync, RDP, Join.me.LAN and ISP Connectivity support.

Southfield, Michigan

Provide resource support for Help desk CSR'sTrouble shoot and provide Root cause analysis for various alerts with clients hosts/servers.Address issues pertaining to possible outages. Works with various engineering teams to facilitate various service request.

Southfield, Michigan

Check ticket based alerts for Sap drive space issues using SAPGUI.Perform formed database transports in SID’s per client request using either CHARM or SAP with SMTS code.Accept and complete special tasks and projects from SAP manager.Reviewed Tidal tickets and provided detailed RCA findings to the client assigned Senior SAP engineer.Properly escalated tickets to the correct SAP engineer.Organized Host patching personnel from affected engineering teams (MS, Linux, Hyperion, SAP)

Southfield Mich

Help desk support for Ernst & Youngdealing with tier 1 support for various applications and connectivity issues.Also some limited mobile devices support.

South East Michigan

Organized retail crimeoutside surveillanceControlled buys from suspected merchants

Cisco Academy Ccna

Information Technology

Bachelor Of Technology - Btech, Electrical And Electronics Engineering

Electrical, Electronic And Communications Engineering Technology/Technician