Tracie Wallace
Summary
Highly trained and motivated problem solver with exceptional customer service, phone and verbal communication skills. Adept at explaining complex technical issues quickly and easily, ensuring timely resolution of user issues. Adaptable and efficient with ability to perform and stay calm during high-volume, high-stress situations. Trusted collaborator known for keen attention to detail and working with a strong sense of urgency.
Service desk agent with several years of inside and field experience analyzing and solving challenging it issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
21
21
years of professional experience
Work History
Service Desk Analyst
JB Hunt
Springdale
09.2021 - Current
- Delivered technical support for drivers and corporate staff.
- Provided troubleshooting and resolution of desktop PC issues via telephone, email or instant messaging.
- Mitigated company risk by enforcing security policies for systems and networks across enterprise.
- Minimized downtime by providing first call resolution.
- Resolved complex problems, performed end-user support follow-up, escalated issues as needed, provided incident resolution, and interfaced with other support groups and outside vendors.
- Improved communication among peers of trends, problems and delays, while keeping internal customers informed of global problems and status of reported problems.
- Documented and report all service desk calls, problems, and inquiries in Incident Management for internal and external customer contacts, verifying that open incidents were current and updated.
- Assisted in maintaining problem resolution knowledge base, service desk training manuals and procedures, allowing newly hired team members to get up to speed more efficiently.
- Ensuring drivers logs are in compliance with DOT.
- Ensuring drivers Electronic devices are working properly for the logs and their dispatches.
Corporate Data Center Operations
eJAmerica/TYSON FOODS INC
Springdale
12.2020 - Current
- Monitored all physical corporate and off-site systems, including power and environmental.
- Responded to and followed up on alerts as needed, including performing routine hourly procedures and checks using Struxureware, APC and internal websites.
- Ensured completion of management-requested projects such as internal documentation on support / help procedures and datacenter layout diagrams.
- Tested backup power generators and automatic transfer switches, including 3 onsite generators (2 MW, 750KW, 10KW diesel powered), verifying all units were operating to standard and equipment readings were normal.
- Provided facility environmental monitoring of 7 A/C units in datacenter and 70+ units at offsite locations across the United States, ensuring normal operating conditions and carefully monitoring active alarms, temperature and humidity.
- Supported programmers and enterprise systems technicians by responding to system alerts, database job scheduling failures, job aborts, directory space issues, application errors, connectivity issues, hardware failure, and power cycle servers as requested.
- Protected company from data loss by monitoring and maintaining over 15K tape volumes (onsite and offsite) in Tivoli Storage Manager (TSM).
Corporate Data Center Operations
TYSON FOODS INC
Springdale
04.2007 - 12.2020
- Monitored all physical corporate and off-site systems, including power and environmental.
- Responded to and followed up on alerts as needed, including performing routine hourly procedures and checks using Struxureware, APC and internal websites.
- Ensured completion of management-requested projects such as internal documentation on support / help procedures and datacenter layout diagrams.
- Tested backup power generators and automatic transfer switches, including 3 onsite generators (2 MW, 750KW, 10KW diesel powered), verifying all units were operating to standard and equipment readings were normal.
- Provided facility environmental monitoring of 7 A/C units in datacenter and 70+ units at offsite locations across the United States, ensuring normal operating conditions and carefully monitoring active alarms, temperature and humidity.
- Supported programmers and enterprise systems technicians by responding to system alerts, database job scheduling failures, job aborts, directory space issues, application errors, connectivity issues, hardware failure, and power cycle servers as requested.
- Protected company from data loss by monitoring and maintaining over 15K tape volumes (onsite and offsite) in Tivoli Storage Manager (TSM).
Help Desk / Technical Support Operator
TYSON FOODS INC
Springdale
04.2007 - 12.2020
- Delivered technical support for 300+ worldwide offices in United States, United Kingdom, China, India, and Brazil.
- Provided troubleshooting and resolution of desktop PC issues via telephone, email or instant messaging.
- Executed password resets and configurations for network domain accounts, mainframe, AIX, SAP, VMS, and online software accounts.
- Offered project support for new application releases and implementations.
- Mitigated company risk by enforcing security policies for systems and networks across enterprise.
- Minimized production downtime by contacting in-house support personnel as needed for emergency production-related issues for corporate and plant locations that could not be resolved during helpdesk call.
- Resolved complex problems, performed end-user support follow-up, escalated issues as needed, provided incident resolution, and interfaced with other support groups and outside vendors.
- Provided training, mentoring and support for less-experienced staff, ensuring consistent and uniform understanding of new helpdesk policies and procedures.
- Improved communication among peers of trends, problems and delays, while keeping internal customers informed of global problems and status of reported problems.
- Documented and report all help desk calls, problems, and inquiries in Remedy for internal and external customer contacts, verifying that open incidents were current and updated.
- Assisted in maintaining problem resolution knowledge base, service desk training manuals and procedures, allowing newly hired team members to get up to speed more efficiently.
Tax Preparer
JACKSON HEWITT
Fayetteville
01.2006 - 12.2010
- Completed tax forms in accordance with policies, legislation, and regulations.
- Answered questions and provided future tax planning to clients.
- Reviewed financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
- Resolved client complaints or referred situations to supervisor (as appropriate) for resolution.
- Achieved high levels of customer satisfaction by researching tax-related questions and issues and responding to clients in timely and professional manner.
- Acted as instructor for Jackson Hewitt tax school for new tax preparers, enabling individuals to pass the exam and be able to serve as tax preparers for tax season.
Accounting Clerk III
TYSON FOODS INC
Springdale
01.2005 - 12.2007
- Performed consumer product deductions research, verification, coding and resolution.
- Resolved short weights, leaker allowance delivery issues.
- Created reports for unresolved deductions.
- Leveraged product knowledge to ensure correct Selling Group handled each product.
- Generated spreadsheets for data collection and analysis.
- Utilized various systems, including SEM, Deal Manager, SAP and SIM / Tyson.
- Identified and resolved transportation short / over issues, helping to balance out invoice discrepancies.
- Researched and reviewed all customer short payments in SAP.
- Monitored promotional spending and alerted appropriate management of overspends and incorrect promotional issues.
- Processed customer payments through SAP when appropriate.
- Validated deductions and coding in SAP systems while maintaining appropriate approvals.
Education
Bachelor of Science (BS) - Accounting
Western Governors University
Salt Lake City, UTAssociate of Arts (AA) - Information Technology
NWACC
Bentonville, ARCoursework - Computer Information Systems
Parks College
Denver, COSkills
- IT Support
- Employee Training
- Troubleshooting
- Customer Service
- Time Management
- Written & Verbal Communication
- Network Monitoring
- Software Installation
- Configuration
- Management
- Microsoft Windows
- Apple iOS
- Google's Android OS
- Unix
- Advanced Excel
- Google Spreadsheets
- Word
- PowerPoint
- Access
- Skype
- Outlook
- One Note
- Active Directory
- Remedy Incident Tracking
- Basic Knowledge of VMS
- Job Scheduling Software
- Redwood Cronacle
- SharePoint Online
- Remote Access Tools
- DameWare
- Remote Desktop Connection
- VPN
- Box Office-Service Now
- Excel Skills
- SUMIF
- SUMIFS
- COUNTIF
- COUNTIFS
- Data Filters
- Data Sorting
- Pivot Tables
- Cell Formatting
- Data Validation
- Excel Shortcut Keys
- Managing Page Layout
- Charts
- ITS Analysis
- Type 60 WPM
- HDI Support Center Analyst Certification
Timeline
Service Desk Analyst
JB Hunt
09.2021 - Current
Corporate Data Center Operations
eJAmerica/TYSON FOODS INC
12.2020 - Current
Corporate Data Center Operations
TYSON FOODS INC
04.2007 - 12.2020
Help Desk / Technical Support Operator
TYSON FOODS INC
04.2007 - 12.2020
Tax Preparer
JACKSON HEWITT
01.2006 - 12.2010
Accounting Clerk III
TYSON FOODS INC
01.2005 - 12.2007
Bachelor of Science (BS) - Accounting
Western Governors University
Associate of Arts (AA) - Information Technology
NWACC
Coursework - Computer Information Systems
Parks College