Terry Byrd Email & Phone Number

Rock Hill, South Carolina, United States

In additional to functional analyst role, now supporting North America Customer Centers as escalation point and coordinator with external partner Capgemini to ensure incidents are handled according to SLA and customer satisfaction. In addition, working with teams to ensure problem management and also change management are executed according to priority and process. Always looking for ways to improve processes and better streamline system to support business requirements.

Work as a Global Functional Analyst for SAP ERP system as part of the act! Global SAP Support Organization which acts as an internal service provider for the company to support business key users globally in areas such as Europe, Asia, North America, Australia, and Canada by addressing functional and template issues to increase productivity and user effectiveness. Primary responsibilities:- 3rd Level Incident and Problem management: resolution, root cause analysis and continuous improvement- Change Request Management: Feasibility study, design, build, testing and documentation- Organizational development: *Maintain key-user community with regular meetings and training sessions along with customer visits *Support SD-MM- CS teams to achieve optimal usage of systems and processes *Collaborate with the external AMS support partners to ensure proper support delivery *Collaborate with the template organization (STO) and development team *Collaborate with other streams within SSO such as the FI/CO stream- (finance and controlling)- Participation in internal projects, requiring limited travel domestically and internationally- Keep internal customer satisfaction at a high level by maintaining close customer relations and safeguarding the right level of quality in support service deliveryWorked as a project lead for our Poland Dynapac brand to be integrated in to the SAP system from an AS400 system including design, development, documentation, and deliveryWorking as a project lead on our new Service Request Management flow for our support organization in the SAP Solution Manager platform. Working closely with AMS to design, develop, document, and deliver this new process flow to increase effectiveness and efficiency globally for our SAP support team

Support the Shared Services group as relates to systems intergration and productivity as well as work closely with IT groups to resolve issues. Manage the promotional claims group as relates to agreements with customers. Work with Sales and Finance groups to validate debits received from customers.

AS400 PKMS/ WMS Pinnacle user providing technical support in Operations across multiple business units by working closely with operations and IT. Managing the Inventory control department. Development and implementation of processes and procedures including training materials and system upgrade/support documentation for Distribution Operations.

Lebanon, Tennessee, United States