Service Training

PEGGY BRADLEY

313-***-**** ***.*******@*****.***

Canton, MI https://www.linkedin.com/in/pegbradley

IT PROFESSIONAL

Service Delivery Lead, Technical Trainer/Consultant, Analyst

Global Escalation, Process Integration, Training Expert and Service Desk Manager with broad-based experience in current technology tools. Strong track record of developing, enhancing and documenting training materials and change management procedures for a Fortune 50 company. Excellent analytical, problem solving, communications and influencing skills in project management and team situations. 24x7 accountability.

CORE COMPETENCIES

Develop & Implement Policies & Procedures

Communicate across many levels of leadership

Hardware/Application Management

Automotive & Consumer Goods Experience

Communicate & Market New Training Sessions

Performance & Implementation Improvement

Evaluate Training Sessions/Needs Analysis

Develop & Conduct Training

Project Coordination/IT Projects

Client Facing/Customer Satisfaction

Change Management/Escalation Management

Collaborate with External Resources/Vendors

PROFESSIONAL EXPERIENCE

Cirrus Group, Rochester Hills, MI 2016 – 2017

Client Implementation Manager – Child Care and School Care Software

Managed the implementation process to ensure the successful and timely deployment of company’s products and services to newly acquired clients.

Proactively identify areas where client expectations may not be met and make recommendations to meet and exceed those expectations.

Managed multiple client implementations at one time.

Communicated with clients on a daily basis.

Scheduled meetings and updated executive management on the status of new clients and coordinate all implementation project resources.

Provided training and support assistance for clients.

Hewlett Packard (HP), Pontiac, MI 2013 - 2015

Financial Analyst – US Healthcare Accounts

Collaborated with peers in similar HP roles to develop position’s structure since it was first of its kind for the industry.

Completed necessary financial reports for six healthcare accounts occurring in monthly, quarterly and annual cycles.

Scheduled account forecast reviews monthly to gather proper data, and forecast monthly expense and relief.

Analyzed comparisons/variances/headcount between forecasted and actual data and how it affected annual budget to reduce data redundancy.

Client Capability Delivery Lead – Global Service Desk 2012 – 2014

Oversaw investigations and resolved issues between assigned clients (Clorox, American Airlines and Johnson Controls) and HP to devise plans of corrective action regarding all service desk (domestic and international and on call 7x24) concerns, processes and day-to-day queries.

Developed and maintained tight interface with managers at each delivery site to ensure compliance to global best practices in incident and problem management, total customer experience and training.

Reviewed statement of work and contracts and ensured compliance to service level agreements.

Ensured policies, procedures and tools implemented to accelerate business growth.

Coordinate business requirements, system integration and user acceptance testing.

Create training curriculum for train-the-trainer and SME instructors

Coordinated self-service password reset which reduced calls to the Service Desk by 50%.

Supervised team that achieved an increase from 88% to 94% in customer satisfaction ratings, a decrease in average call handling time by 1 minute, and an increase in contractual first call resolution from 92% to 98.09% all in one year.

Coordinated “go to green” efforts when account was not meeting SLAs. Succeeded in correcting the problem in four months saving approximately $120K to $320K a month.

Conducted an internal analysis of Service Desk tickets which resulted in determining where call volume was concentrated, where employees and customers needed training and where new technology could be provided.

Successfully coordinated global training of 60+ agents with Microsoft 2013 (how-to knowledge, known errors, differences between Lotus Notes and Outlook, troubleshooting documents for Outlook and Lync) to ensure standardization.

Technical Consultant – iT Service Center Live – HP /General Motors 2011 – 2013

Coordinated, tested, built and deployed hardware and software support for General Motors (GM) employees at five sites in Michigan and Shanghai.

Gained trust of both GM and HP management by training and ensuring all iT Service Center Live Techs (domestic and global) followed proper procedures and standards as each site went live.

Successfully communicated and trained GM team on high-level technical issues so each understood the technical aspect and resolution applied to fix these issues.

Technical Consultant – Executive Support Services – HP/General Motors 2002 – 2010

Coordinated, tested, built, trained and deployed hardware and software support for GM President, Vice President and other top executives along with top direct reports.

Selected by GM executives to be one of the required HP coaches to remain on account during renegotiations.

Developed a solid relationship with the executive and the executive administrator to best establish technical needs.

Designed, developed and implemented an Executive Administrator Lunch and Learn Training Program.

Managed internal marketing and communications of training program.

Optimized the learning experience across many customer levels.

Organized training venues, logistics and accommodations.

Followed up with training and one-on-one coaching as needed.

Traveled to other GM locations (domestic and global) as needed to train and support executives and executive administrators.

Andersen LLP, Detroit, MI 2000 – 2002

Senior Technology/Software Trainer

Coordinated all software and hardware training for four locations (Detroit, Ann Arbor, Grand Rapids and Toledo) including classes on Microsoft Office Suite 2000 and firm migration from Windows 95 to Windows 2000.

Trained new employees/onboarding on firm standard and nonstandard software.

Documented and updated software quick reference guides, technology newsletter and post-training tips for training/onboarding classes.

EDUCATION

Master of Management, concentration in Human Resources

Walsh College, Novi, MI

Bachelor of Applied Art in Graphic Design

Central Michigan University, Mt. Pleasant, MI

COMPUTER/SOFTWARE SKILLS

Software: Taleo, Windows 2010, Microsoft Suite Office Products (Word, Excel, PowerPoint, OneNote, Project, Visio), Outlook, Lotus Notes, Internet Explorer, IBM Sametime Connect, iNotes, Webmail, OneNote, anti-virus software packages and Web-Ex.

Hardware: Wireless hubs and routers, cellular and satellite phones, variety of printers, variety of laptops and desktops, BlackBerry, Droids, iPhone, iPad and iTouch, including hardware and software set-up installation and training.

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