Peggy Crain - Pmp, Csm, Ecba, Itil, Mba Email & Phone Number

Bartlett, Il, Us

Responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs for clients within Global Account Management program. Providing reporting metrics, ITIL problem and change management, process improvement and escalation activities.

Greater Chicago Area

Managed daily operational activities associated with delivering managed services for client, including project management, reliability issues, escalations, P&L, service level agreements, Key support in partnering with sales and delivery account team to drive continuous improvement and business transformation to maintain and expand services by identifying areas of opportunity. Drove operational productivity, gross profit improvements and innovation that will led to retention, same account revenue growth and new business opportunities within company and with partners. Consistently achieved over 50% monthly gross profit for production center and legal department contracts outside of main account contract. Interfaced with key contacts to address and resolve any technical, operational, or administrative issues.Managed projects and documented changes necessary to improve processes or resolve concerns.Instrumental in contract renewals, request for proposals, and executive communications exchange.

Facilitated customer kick-off meetings to present and define services delivery segment. Project management overseeing multiple areas of services to ensure systems are configured, installed and fully operational to meet agreed upon go live dates for accounts with revenue in excess of $10 million.. Additional processes included documenting steady state operations and validating database integrity. Interfaced with client’s IT department and decision makers, vendors, and key Xerox contacts to complete implementation.

• Reviewed and identified areas of opportunity by providing data and analysis from reporting obtained. • Presented joint Xerox/client quarterly reviews with senior staff, presenting device output optimization dashboards and fleet recommendations. • Single point of contact for client’s IT department to escalate technical issues; working with all levels of sales, service, analysts, engineers, and product developers.• Maintained the server hardware, installation of new software releases, patches, and service packs for Microsoft® and proprietary Xerox applications along with configuration of network and other specific settings.

Greater Chicago Area

Participated in pre-sale customer visits and worked closely with account managers in the Chicago area to successfully increase market share by identifying customer needs and workflow requirements, engaging 3rd party vendors as appropriate.Worked in partnership with client IT contacts to install and configure print/scan/copy/fax devices on client’s networks and install printer drivers/create print queues.Maintained network servers, equipment, and proprietary software for customer demonstration room, increasing product awareness via customer demonstrations.Demonstrated new products at trade shows, increasing product awareness and market share.

Schaumburg Il

Generated manpower and reliability reports for Midwest Technical Services.Coordinated scheduling of technical training for customer service engineers.Worked collaboratively with sales, service, and customer to resolve escalations and provide documentation.

Master Of Business Administration (Mba)

Bs

As

Education record