Tracy Terry
Stockbridge,GA
Summary
Innovative and accomplished information technology (IT) leader with a proven track record of building high-performing teams and guiding them to develop practical and reliable state-of-the-art business solutions in fast-paced, high-volume, mission-critical environments. Strategized and executed new initiatives, driving scalable growth that positively impacts business performance enhancement and financial results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Associate Director
Verizon
12.2023 - Current
- Overseeing a team of IT professionals to deliver excellent customer service and resolve all IT-related issues, and ensuring high performance using ITSM system and processes; adhering to SLA and KPI metrics exceeding the 85% metric goals. Identifying gaps and developing knowledge base articles, both customer-facing and IT support-facing leading to improving overall service by 38%.
- Redesign IT Service Desk framework with industry standards and decreased incident risk volume by 50%.
- Execute business-continuity plan within IT that ensured 100% operational alignment during a major rebadging of employees to vendors, safeguarding critical business systems and data retention.
- Present Executive Summaries and MBRs with data analytics (Management Business Reviews) to AVP and VP leaders.
Sr. IT Manager
Verizon
Alpharetta, GA
01.2021 - 12.2023
- Orchestrated the deployment of advanced automation tools within Citrix VDI, reducing 75% of headset issues for call center agents
- Directed a multiple site team of 28 IT End-User Support Engineers, provided leadership and coaching that resulted in a yearly 92% CSAT (Customer Satisfaction) score. This is a 7% increase of the 85% metric goal.
- Implemented continuous improvement program by reviewing all the company's ticket queues with a metric score below 85%. Found process gaps, automation failures, and training opportunities which resulted in creating the User Experience project that led to a company 93% user satisfaction rate.
- Manage Vendors’ expectations according to the SOW agreements KPIs in responding and resolving customers issues.
IT Manager
Verizon
09.2018 - 01.2021
- Led a global 32 VerizonConnect IT Engineer team within the USA, EMEA, and APAC utilizing the follow-the-sun support model for customer service. Provided a 24x 7 support increasing additional incident resolutions within SLA by 22%
- Improved systems management for Saas software by creating a robust audit process for non-Okta accounts, impacting 15 SaaS applications.
- Enhanced operational efficiency by pivoting a computer refresh project, supporting 100% work-from-home staff during the pandemic. Creating project plan and processes, including break-fix for next-day deliveries and setup documentation.
- Develop SLA and KPIs framework for IT Engineering teams to meet standard.
IT Manager
RentPath
Atlanta, USA
03.2016 - 09.2018
- Implemented Ring Central voice in the cloud solution
- Saved 50% on annual telephone system maintenance
- Implemented Remedyforce Ticket System, saving $60K annual maintenance cost
- Interacted with other IT leaders for continuous improvement on Tier II and Tier III troubleshooting and enhanced business systems
- Mentor team during team meetings, one-on-ones, coaching, and career development. Two team members promoted: one lead EUS and one promoted to Cybersecurity
IT Manager
Emory University-School of Medicine
Atlanta, USA
05.2013 - 03.2016
- Manage annual audits to ensure 100% of EPHI data followed HIPAA guidelines in technology. Computers, servers, storage, and multifunction devices and medical instruments attached to computers are encrypted
- Managed vendor relationships ensuring 95% service delivery to Emory's medical and research departments.
- Responsible for $10M fiscal year planning, budgeting, and forecasting of hardware, software, and system maintenance agreements
- Previous member of the Incident Management Committee to collaborate on ITIL implementations and standards for Emory University School of Medicine.
Technical Support Manager
American Cancer Society
Atlanta, USA
12.2010 - 05.2013
- Promoted to Technical Support Manager with critical responsibilities for the regional IT support of over 1800 staff members. Managed a team of 10-16 geographically dispersed technical support staff.
Acting IT Service Desk Manager
American Cancer Society
Atlanta, USA
06.2009 - 12.2010
- Promoted to Interim Manager, who led 10 staff of both the desktop and helpdesk teams to become the ACS IT Service Team.
Desktop Support Specialist
American Cancer Society
Atlanta, USA
04.2008 - 06.2009
- Customer service-focused Desktop Technical Support Specialist responsible for the full lifecycle service management of computers and peripherals.
Education
Bachelor of Science - Technical Management Networking
DeVry University
Atlanta, GAAssociate of Science - Network Administration
DeVry University
Columbus, OHITIL v3 certification - undefined
Emory Continuing Education
Introduction to Project Management - undefined
Skills
- Leadership and Management
- Budgeting and Forecasting
- Project Management
- Customer Service Delivery
- Business Relationship Management
- Workflow Prioritization
Certification
People Cert
ITIL v3 Foundations
Emory Continuing Education
Introduction to Project Management
Timeline
Associate Director
Verizon
12.2023 - Current
Sr. IT Manager
Verizon
01.2021 - 12.2023
IT Manager
Verizon
09.2018 - 01.2021
IT Manager
RentPath
03.2016 - 09.2018
IT Manager
Emory University-School of Medicine
05.2013 - 03.2016
Technical Support Manager
American Cancer Society
12.2010 - 05.2013
Acting IT Service Desk Manager
American Cancer Society
06.2009 - 12.2010
Desktop Support Specialist
American Cancer Society
04.2008 - 06.2009
Associate of Science - Network Administration
DeVry University
ITIL v3 certification - undefined
Emory Continuing Education
Introduction to Project Management - undefined
Bachelor of Science - Technical Management Networking
DeVry University