Tracy Correll, PMP, ITIL

Experience

• 

  Wake County Public School System

  Aug 1995 - Dec 1998

  Conducted extensive daily presentations introducing new concepts to young adults of varying age and abilityLed regular team meetings designed to strengthen instructional techniques for new teachers and to coordinate departmental calendarBuilt personal rapport with students and familiesDiffused numerous conflicts among young adults through counseling and disciplinary measuresInterviewed perspective employees as part of a recommendation committeeSupervised North Carolina State University students working as aides Show less

  • Staff Development

    Aug 1998 - Dec 1998

  • Mathematics Teacher

    Aug 1995 - Jul 1998
• 

  Teacher Universe, Inc.

  Dec 1998 - Jul 2000

  Software Trainer

  Built customer relationships, evaluated needs, and provided appropriate support while serving as principle client contactDelivered instruction of Microsoft Office applications, operating systems, Internet and networking concepts, PC trouble-shooting, and curriculum-based software to educators across the nationActed as a liaison between corporate software vendors/partners and companyMonitored, analyzed, and communicated issues concerning client-driven projects on a post-training basisDeveloped courseware and instructional materials for a courses in a variety of desktop softwarePresented at various national technology conferences for audiences of 50+Facilitated sessions for nationwide Integrate Tour Delivered instruction of Microsoft Office applications and other specialized software to audiences Show less

• 

  Cisco

  Jan 2000 - Oct 2014

  Managed organizational multi-million dollar budgetActed in Executive Communications role Implemented organizational communication planServed as organizational representative and project team member on numerous cross-functional projects associated with Technical Services initiativesResearched processes and developed procedural training ISO documentationEstablished monthly organizational media in a variety of communication vehiclesOversaw creation of metrics used in the Organizational Monthly Newsletter and Operations ReviewConstructed tool to calculate headcount resources for VP of organizationExpert and trainer for various tools and applications Coordinated communications with leadership concerning All Hands and Operational ReviewsCreated, supported and enhanced team collateral through both on-line tools and MS web tools Show less Managed multiple customer relationships with an emphasis on a high level of customer satisfactionActed as liaison between the customer and Cisco engineersFocus on customer resolutionFunctioned as a primary point of escalation for customer issuesWorked with multi-organizational team to provide seamless service to the end clientLeveraged resources from various Cisco departments in order to provide resolutionMentored fellow team members with regards to processes, procedures, and job functionsProcessed various specialized reports, following-up on particular customer requestsProvided operational analysis of critical issues Proactively notified appropriate resources regarding major events within the customer networkConducted periodic instructional sessions with the customer Reviewed customer cases and RMAs, seeking trends within the problems opened for Cisco TACDelivered quarterly trend analysis of customer Furnished monthly customer status reports to managementServed on the team trending committeeInterviewed perspective employees as part of an interview team Show less

  • Program Manager--Data Analytics

    Jan 2010 - Oct 2014

  • Business Operations Manager--Operations Team

    Jan 2004 - Jan 2010

  • High Touch Operations Manager (HTOM)--Enterprise

    Jan 2000 - May 2004
• 

  TC Advisors

  Oct 2014 - Jun 2015

  Data Analyst and Project Management Professional

  PMP working to enhance skill set working towards Data Scientist certification.

• 

  Cisco via KForce

  Jun 2015 - Jul 2017

  Working with Tableau to develop insight into organizational metricsProject member to incorporate information into corporate data lakeManaging and enhancing existing data visualization dashboardsOrganizing and facilitating training sessions on customer metric investigationProduct Quality Investigations Engaged with various Public Sector Government customers to enhance the customer experience with CiscoLeveraged multiple internal contacts to ensure excellence in customer servicesCompile data for customer metric reviewsPresented to customer and internal audience of executive and leadersPerformed root cause analysis on various customer issues

  • Data Analyst

    Nov 2016 - Jul 2017

  • High Touch Operations Manager-- Public Sector

    Jun 2015 - Nov 2016
• 

  Cisco via Ettain

  Aug 2017 - Aug 2018

  Project Manager

  Managed organizational initiative for intellectual capital digitization creationManaged services identification and gap analysis project

• 

  Cisco via TEK Systems

  Aug 2018 - Jan 2020

  Program Manager

  * Lead a team of asset managers for multi-billion dollar support contract encompassing 19 distinct customer entities* Work cross-functionally with sales, support, and manufacturing teams to ensure governance of specialized service while adhering to umbrella policies* Complete deep-dive investigation of potential compliance deviations using research, data analytics and experiential knowledge* Oversee daily work of team, augmenting responsibilities as needed to ensure completion of project objectives and adherence to contractual SLA * Manage resource allocation to support customer needs through routine activity and specialized projects* Regulate creation and revision of process and procedural documentation Show less

• 

  Correll

  Jan 2020 - Jul 2020

  Program Manager
• 

  Cisco

  Jul 2020 - now

  Asset Manager