Peggy Smith
Olathe
Summary
Dynamic M&A Associate Manager at IQVIA with expertise in ServiceNow and Workday, driving operational efficiency through innovative solutions. Proven track record of exceeding SLA compliance and enhancing user experience. Adept at fostering collaboration and continuous improvement, while delivering exceptional support and strategic guidance to cross-functional teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
M&A Associate Manager, IT
IQVIA
Overland Park
10.2022 - Current
- Manage and own the Initial Access Provisioning (IAP) process, ensuring timely onboarding of M&A users within 30 business days after HR completes employee data entry in Workday.
- Implemented streamlined workflows and leveraged automation to enhance efficiency and compliance across global acquisitions.
- Implemented Prisma Access Browser (PAB) application for IAP process to simplify network access for acquisitions.
- Deliver consistent and accurate M&A communication, ensuring alignment through a 'trust but verify' approach.
- Manage M&A-specific processes and provided white-glove support to end users across multiple acquisitions.
- Assist with laptop deployment for acquisitions, ensuring timely delivery and smooth onboarding.
- Supported software application readiness for acquisitions; successfully led readiness efforts for several projects, driving operational efficiency.
- Published Nexthink surveys to acquisition users, providing white-glove support to resolve IQVIA computer issues quickly, enabling prompt return of legacy laptops and minimizing downtime.
- Monitor performance and trends using ServiceNow, ITS Dashboard, scorecards, and reporting tools to maintain SLA compliance.
- Collaborate with Global CIO M&A team and cross-functional stakeholders to ensure timely updates and smooth service delivery.
- Proactively address negative feedback by partnering with Global Service Desk and CIO teams, driving rapid remediation.
- Achieved and exceeded key metrics: M&A Tickets SLA ≥ 98%, HDI ≥ 97%.
- Oversee onboarding of new support channels post-acquisition (Five9) and confirm tasks completion via Smartsheet.
- Direct Tier 1 Service Desk operations, ensuring proper staffing, queue management, and exceptional support for revenue-generating users.
- Generate daily/weekly performance reports, highlighting successes and improvement areas with transparency.
- Conduct 1:1 sessions, informal and formal plans, and PIPs to improve team performance and retention.
- Developed succession planning strategies, identified leadership candidates, and facilitated Individual Development Plans (IDPs).
- Transitioned 38 older acquisitions to Business As Usual IT support and managing 19 live acquisitions, ensuring timely onboarding and support.
- Introduce innovative solutions, including drop-in sessions for white-glove service and update knowledge base resources.
- Published guidance, surveys, and VIA forms to streamline M&A IT support processes.
- Championed continuous improvement by identifying process enhancements, implementing solutions, and sharing best practices with the team.
- Fostered a positive team culture through recognition, clear communication, and proactive workload management.
M&A Service Desk Techn Specialist
IQVIA
Overland Park
05.2022 - 09.2022
- Worked with M&A project team and provide IT support by requested.
- Built up M&A Knowledge Base as time goes by.
- Prepared materials and provide IT trainings if required.
- Built up M&A Daily report, and Dashboard in ServiceNow.
- Monitored M&A tickets (Overall Support) in ServiceNow and provide support proactively.
- Assisted Line Manager for Hiring new team members, and new hire onboarding.
- Reviewed New Hires progress, and provide feedback and recommendations.
Computer Operator I
Jack Henry & Associates
Lenexa
03.2020 - 05.2022
- Maintains necessary operation records, check lists, and procedures to ensure accuracy and completion of functions.
- Utilizes scripted instructions to perform routine processing functions to meet deadlines or standards.
- Provides support to customers and internal users in a courteous and professional manner.
- Monitor the console and other online systems. Responds with appropriate actions and escalation.
- Follows established guidelines to ensure security of data and computer systems.
- Completes the shift turnover log for the next shift; and review the shift turnover log from the previous shift.
- Contacts the Operations Unit Manager for assistance as needed.
Customer Service Representative
Kohl’s
Overland Park
08.2019 - 03.2020
- Customer Service: Process returns (Kohl’s return & Amazon return), exchanges, online pickup and sales.
- Answer and transfer phone calls. Cashier if required.
- Maintain and keep the store and fitting room clean, neat and organized.
- Assist customer for the purchase effectively and bring their attention to the current promotions the store is running; also help customers out when necessary, with items that are out of stock.
- Give appropriate response to Service Desk and POS calls.
- Be responsible for safeguarding company asset.
Associate Manager, IT
IQVIA China
Dalian
06.2018 - 09.2018
- Established detailed schedules for the utilization of all information system equipment to obtain maximum utilization.
- Assigned employees to various operations, supervised activities, reviewed and evaluated work, and prepared performance reviews.
- Assisted in the development of standard operating procedures and ensured team members follow industry standard 'best practice'.
- Conferred with and supervised subordinates on administrative policies and procedures, technical problems, priorities, and methods.
- Supervised project teams. Produced project plans and resource requirements for projects and provided regular feedback to management on project status.
- Ensured specified service level standards are achieved.
- Assisted with staff management, including recruitment, mentoring, performance evaluation, corrective counseling.
Service Desk Technician 1 - 3
IQVIA China
Dalian
07.2012 - 05.2018
- Team lead and mentor to junior staff. Assisted with site support, desktop engineering, and project specific assignments.
- Delegated IT support tasks, provided training, advice and assistance when necessary and aided in personal development.
- Built up reports for the utilization management and team performance review.
- Assisted supervisor with call escalation management and provided information on problems that are severe in nature or that are exceeding target dates.
- Utilized customer-oriented support model. Worked closely with other support teams to ensure the goals of the customers are being properly addressed.
- Participated on global and regional project teams.
- Analyzed data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.
- Analyzed Problem Management data to identify key trends and recommend remedial action to reduce Service Desk calls.
- Adhered to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
- Maintained a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
- Maintained a working knowledge of Service Desk and IT Operations procedures related to client services.
- Quality Assurance role. Evaluated recorded and/or live phone calls for all contact channels for an appropriate communication with customers.
Technical Solutions Rep II
Hewlett Packard China
Dalian
12.2009 - 07.2012
- Provided IT Support for customers through phone calls and emails.
- Escalated the requests and issues in terms of the standard procedures.
- Assisted Knowledge base article creation.
- Asset Management.
Education
Bachelor’s degree -
Dalian Neusoft University of Information
Dalian, China07.2009
Skills
- ServiceNow management
- Initial access provisioning
- Process automation
- IT onboarding support
- M&A communication
- Performance monitoring
- Project management
- Stakeholder collaboration
- Knowledge base development
- Team leadership
- Staff management
- Staff training and development
Certification
- ITIL Foundation v3
- COBIT 5
- HDI Support Center Analyst
Timeline
M&A Associate Manager, IT
IQVIA
10.2022 - Current
M&A Service Desk Techn Specialist
IQVIA
05.2022 - 09.2022
Computer Operator I
Jack Henry & Associates
03.2020 - 05.2022
Customer Service Representative
Kohl’s
08.2019 - 03.2020
Associate Manager, IT
IQVIA China
06.2018 - 09.2018
Service Desk Technician 1 - 3
IQVIA China
07.2012 - 05.2018
Technical Solutions Rep II
Hewlett Packard China
12.2009 - 07.2012
Bachelor’s degree -
Dalian Neusoft University of Information