Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Tracy Runyon

Cybersecurity, Business Admin, Tech & Operations
Clemson,SC

Summary

Self-motivated Individual with 15+ years of diverse and progressive experience in quality assurance, management, customer service and sales. Detail oriented and communication savvy with record of successful project integration with a gift for understanding needs of both business and clients. Skilled at defining and controlling scope, achieving project objectives, managing and building cross-functional teams.

Overview

25
years of professional experience
4
years of post-secondary education
1
Certification

Work History

Omni Interactions
Remote, Remote

Quality Assurance Analyst
11.2020 - Current

Job overview

  • Fixed identified issues to improve workflows and metrics.
  • Developed 50-100 reports daily for project client related to quality goals, progress and challenges utilizing Excel.
  • Assisted teammates in developing skills necessary to grasp application concepts and tools such as Amazon Connect and SalesForce.
  • Adhered to standardized software quality assurance best practices, policies and processes.
  • Mentored and coached team members on QA topics and strategies via virtual one on one and in group knowledge bars.
  • Conducted training classes that resulted in increased project KPIs scores by over 100% with largest improvement in areas of customer service and technical knowledge.

Apple
Remote, Remote

Senior Technical Support Advisor
05.2014 - 11.2021

Job overview

  • Broke down, evaluated and fixed user problems, using test scripts, personal expertise and probing questions averaging 40+ tickets per day.
  • Retained existing customers and repaired customer relationships as needed daily by extending high quality and efficient support service in both tech role and Customer Relations.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Worked with software development team and Apple Engineers on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Mentored and trained skills in tech, tools and customer service via both classroom and individual instruction.

Verizon Wireless
Portland, OR

Sales Manager
01.2012 - 04.2014

Job overview

  • Resolved customer issues quickly in areas of technical support, device performance and billing.
  • Used expertise to deliver educational content to sales team and customers in both classroom and individual settings.
  • Established and cultivated solid business relationships with new or existing customers.
  • Managed over 50 customer calls/personal interactions per day.

Education

University of Central Florida
Orlando, FL

Bachelor of Arts from Business Administration
06.1997 - 06.2000

University Overview

  • Graduated on Dean's List, Member of International Honor Society, Member of American Marketing Association-UCF Chapter
  • Member of American Mensa

Skills

    Data analysis

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Certification

IBM Cybersecurity Analyst

Timeline

IBM Cybersecurity Analyst

09-2023

Quality Assurance Analyst

Omni Interactions
11.2020 - Current

Senior Technical Support Advisor

Apple
05.2014 - 11.2021

Sales Manager

Verizon Wireless
01.2012 - 04.2014

University of Central Florida

Bachelor of Arts from Business Administration
06.1997 - 06.2000

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Tracy RunyonCybersecurity, Business Admin, Tech & Operations