Tracy Peffer Email & Phone Number

Emmaus, Pa, Us

Plano, Tx, Us

>Trusted Advisor mindset with the ability to present and communicate with various C-level Executives.>Work with Services Leadership, Project Management, and Delivery Teams to deliver overall workflow solution/implementation approach to meet customer workflows that add value to the end users and have measurable outcomes.>Be a leader in solution adoption, business, and implementation workflow sessions to: o Promote deep adoption of the product solutions o Assist the project manager and team in the delivery of project objectives, scope, organization, timelines, overall approach, and measurable outcomes for a successful outcome. o Define Workflow and use cases to meet customer requirements and to provide value. o Identify current client business processes and document as necessary. o Be the change agent that assists our customers in long-term success.>Provide clinical subject matter expertise and business knowledge to ensure the application is configured to meet. client requirements and intended business use.>Direct communication with Product Strategy to ensure future development efforts are in line with customer requirements and use cases.>Assist sales with client-side activities, marketing, support, and other functional teams with solutions, as needed.>Facilitate the management of client scope to fit within the project scope and effort.>Lead issue resolution teams to find solutions to client-raised issues as they relate to the solution.>Perform knowledge transfer to client personnel especially related to the Company’s applications and workflow requirements.>Ensure proper change control and scope of the program are aligned with project goals.>Assist with project planning and management activities, as necessary.>Participate in project and client meetings, as appropriate.

Plano, Tx, Us

● Ensure brand uniformity, administrative training, compliance reviews, template configuration, and production training deliverables, are well-prepared for a successful customer launch. o Maintained a 97% success rate on “Go-Live” technology installations. o Successfully transitioning 25-30 projects/year. (TAT 4-6 weeks)● Increased & upsold business revenue by 35% while overseeing onsite processes. o January 2024 upsold revenue exceeded $30k.● Streamline issue troubleshooting and resolution by leveraging extensive technical expertise while installing applications at customer sites. o Improved process efficiency by 65%. o Maintain a committed work ethic with 75-90% travel to customer sites.● Technical Lead: Serve as a key point of contact during all phases of project implementation and transition management. o Review and interpret Statements of Works, Master Service Agreements, and Change Requests. o Business requirement documents (BRD): Collect data, documents, and other information to create specifications that describe system implementation for the customer. o Coordinate with the customer on protocols, hardware/virtual requirements, and Telephony integration. o Leverage a strong working knowledge of current and previous versions of all products, procedures, processes, and technology related to Customer Service. o Customer liaison providing day-to-day oversight for Hospitals, Hotels, 9-1-1 Call centers, and military bases: IT infrastructure, VOIP/SIP phone system, network security, and outsourced vendor relationships.● Technical/Software Training Lead/Technical Writer: Conduct comprehensive and articulate customer training for all Spōk applications, create and communicate documntation.● Project Management: Planning and execution of narrow focused Statement of Work (SOW) projects or Professional Service Requests.

Plano, Tx, Us

Added responsibility of creating and maintaining the certification program for the Spok Messenger product. Class delivery in the APAC region.

Plano, Tx, Us

- Consulting to configure and customize the software based on client needs.- Trained and advised clients on how to optimize the use of their software to make their business work more efficiently; Provided training records and customers follow-up.- Assisted with all facets of installation and configuration of software products, including hardware installation, network troubleshooting, and clients setup operations systems.- Experience in a classroom environment as well as on-site and web-based training.- Hardware support, including maintenance, configuration, and backup implementation- Extensive Travel 75-90 %

Bethlehem, Pennsylvania, Us

- Interface specialist, successfully integrating over 50 vendor file formats for import/export to/from software application, including GUI design and implementation of the file.- Due diligence on application proposals.- Go-Live results 99% of all installations; Extensive Travel 40-80%- Managed and participated in sequential software development using the waterfall model for over 10 years.- Converted high performance team to agile software development including SCRUM principles and methodologies.- Identify and compensate for problematic moments of risks.- Provide quantitative analysis to determine a cumulative effect of event chains on the project schedule.- Limit project scope and creep.

Bethlehem, Pennsylvania, Us

- Authored proposals to secure new business and created comprehensive contracts.- Responsible for oversight of installations covering a global territory, maintaining and arranging training schedule to adhere to deadlines.- Represented company at Trade Shows.- Responsible for training all of the company's in-house trainers.- Designed and maintained supplements and course materials.- Reverse-engineered software interface to fully integrate current systems with new implementations.- Trained over 200 employees including senior management, departmental supervisors, IT/MIS staff and end-users. Extensive travel 40-80%- Developed curriculum to conduct individual as well as group training for classes of up to 20 individuals.- Play a major role in the design of a new product.- Hardware installation and support, including maintenance, configuration, and backup implementation.

Bethlehem, Pennsylvania, Us

- Recommend software customization and modifications based on client needs.- Trained and advised clients on how to optimize the use of their software in order to make their business work more efficiently.- Provided training records and customer follow-up- Assisted with all facets of installation and configuration of software products, including hardware installation, network troubleshooting and client setup operation systems.- Experience in a classroom environment as well as on-site and web-based training.- Wrote on-line help system for Java based product.- Develop training lessons for a quick and comprehensive learning environment.- Hardware support, including maintenance, configuration, and backup implementation.- Extensive Travel 40-80%.

Charlotte, Nc, Us

Federal remittance to Freddie Mac and Fannie Mae

Writing Queries Using Ms Sql Svr 2008, Sql Queries

Education record

Successfully Managing People Certificate

Banking

Major:Secondary Education, Accounting Minor:Computer Languages

Major:Secondary Education, Accounting