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 InteractionsRemote, 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.
AppleRemote, 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 WirelessPortland, 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 FloridaOrlando, 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
Project Management
Process implementation
Quality assurance and improvement
Customer Service
Report creation and delivery
Planning and Coordination
Analytical and Critical Thinking
Training implementation
Correction action planning
Hardware and software installation
Group presentations
Consultative support
Technical Support
Root Cause Analysis
Incident Response Management
Deductive reasoning skills
Critical thinking skills
Data security
Software Deployment
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