Terry Eckard Email & Phone Number

Charlotte, North Carolina, United States

Managed employee access to combined 400+ applications. Subject Matter Expert (SME) for multiple applications.• Provided required updates and/or wrote procedural documentation for team supported applications.• Managed vendor relations, including liaison for vendors for multiple applications.• Followed established guidelines responding to provisioning requests concerning access, processing the requests, and providing status of requests. Tracked status and provided follow up to ensure satisfaction.• Initial point of contact for multiple applications as well as resolutioner for complex situations.• Instrumental in using problem management software to assist and resolve customer issues while maintaining a professional and empathetic desire to serve the customer.• Proficient in problem identification, production support, ticket documentation/tracking, and change management tools. Worked as a point of contact for fellow colleagues and team members.• Full time Work from Home/Remote 2017 thru 2021.

Charlotte, North Carolina, United States

Provide first point of contact for technical and customer service via telephone/E-Mail support in the role of Senior Decentralized Security Analyst for departmental software applications.• Managed customer queries and complaints in regards to software and systems issues.• Processed orders, forms and application requests via email, phone contact and designated email queues.• Averaged 30 to 60 phone calls in an eight-hour shift.• Coordinated (technical and support issues) in regards to desktop, hardware relocations and software upgrades as well as points of escalation to the correct higher tier support teams.• Designated Departmental Building Access Coordinator | Personal Badges and High Security Accesses.• Approached each contact (phone, email, chat) with an empathetic desire to serve the Customer and bring about a positive result.