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
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
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
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
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
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
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
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