IT Director/ IT manager/ Application Support Manager

TRACY MCAFEE

CORPUS CHRISTI, TX 406-***-**** *****.********@*****.*** LINKEDIN PROFILE

SUMMARY OF IT DIRECTOR QUALIFICATIONS

IT Director with 10+ years of experience managing IT teams and up to 40+ professionals remotely and overseeing secure IT infrastructure for nonprofit and corporate environments. Expertise in provisioning secure systems, including VPNs, dual authentication, system troubleshooting and encryption protocols to ensure privacy and data security. Specialized in business and software consulting. Proven track record in enhancing operational efficiency, ensuring Federal compliance, and delivering tailored IT solutions that boosted client revenue by 25%.

IT SYSTEMS & SECURITY SKILLS

SYSTEM MANAGEMENT & SECURITY: Virtual Private Network (VPN), Help Desk, Multi-Factor Authentication (MFA), 2 Factor Authentication, TeamViewer, Data Encryption, Access Control Protocols, System Optimization, User Administration, Security Administration, End User Access

(UEA), Powershell

IT INFRASTRUCTURE & NETWORKING: ISP Setup, Router Configuration, Hardwiring, Cloud Storage Setup, End-To-End Encryption, NIST, DoS, Web and Endpoint Security Logs, Splunk, SIEM (Security Infrastructure and Event Management), Wireshark, SaaS, Voip,

SOFTWARE APPLICATION MANAGEMENT: Workflow Management (Freshworks Freshservice), Google Suite, Google Workforce, Salesforce, CXone (Nice in Contact), Internal Database Management (Notion), System Optimization and Diagnosis (Iolo Technologies, CCleaner, Malwarebytes, Driver Pro), ServiceNow, SLA (Service Control Lists), ACL (Access Control Lists), KA’s

(Knowledge Articles), Thryv, Slack, VoIP

PROFESSIONAL EXPERIENCE

PROJECT MANAGER 11/2023 – PRESENT STM MISSIONS CORPUS CHRISTI, TX

● Developed and managed project plans, timelines, and budgets for house flips, including cost estimates, vendor and subcontractor negotiations, and progress reporting

● Completed 5 flips in 12 months with 100% on-time completion, generating $75-100k profit per project; maintained a 10% budget savings across all projects IT DIRECTOR (CONTRACT) 7/2022 – 10/2023 POSTPARTUM SUPPORT INTERNATIONAL REMOTE Postpartum Support International is a nonprofit organization dedicated to increasing awareness, prevention, and treatment of mental health issues related to childbearing worldwide (400 employees).

● Remotely supervised 40+ counselors and doctors working on the National Maternal Mental Health hotline, ensuring compliance with Federal regulations, secure system use, and prevention of data breaches

● Managed VPN, dual authentication, and remote surveillance tools (TeamViewer Management Console) to maintain secure access to hotline systems, conducting bi-weekly security checks and maintenance

● Designed and implemented IT infrastructure upgrades for the National Maternal Mental Health team, leveraging Freshworks Freshservice for workflow management, privacy, and security ● Provisioned and configured laptops for 40 employees, ensuring compatibility with CXone, Salesforce, and Slack

● Created and managed Google Workspace with shared drives for inter-department collaboration, while establishing password policies and backend rules in CXone and Salesforce

● Enhanced operational efficiency metrics such as Average Handling Time (AHT) and First Call Resolution (FCR) through system optimizations, employee training, and real-time troubleshooting ● Improved call connection rates by 85%, by optimizing CXone phone settings based on network capabilities, implementing secure authentication protocols, and conducting regular system troubleshooting and maintenance

● Developed and implemented robust system security for company platforms, including Notion internal databases, Google Workspace, and a linked database, exceeding Federal compliance standards

● Established security measures such as VPN browser solutions, multi-factor authentication (MFA), access control protocols for CXone, Salesforce, and Google apps, and data encryption on Salesforce and CXone servers through daily backups to ensure client confidentiality

● Cultivated vendor and supplier relationships to secure nonprofit discounts, achieving a 25% reduction in company budgets

IT DIRECTOR/MANAGER 8/2011 – 10/2022 iTECHu COMPUTER & BUSINESS SOLUTIONS REMOTE iTECHu provided tech support, IT consulting, and development services to 200+ clients including lawyers, doctors, accountants, contractors, small businesses, and remote workers.

● Supervised team of 6 employees and 3 outsourced companies, overseeing daily operations and ensuring 200+ client accounts received timely and effective IT support

● Utilized tools such as TeamViewer for remote support, Iolo Technologies, CCleaner, Malwarebytes, and Driver Pro for virus removal, diagnostics, and system optimization

● Provided networking solutions, system repairs, and ensured the security of client systems by monitoring and reporting on unauthorized access, malicious activities, and user system issues ● Developed, trained, and managed all IT and office staff, overseeing daily operations, including hardware and software repairs, installations, and maintenance for client systems ● Monitored and supported networking issues, assigned non-scheduled tech requests, and ensured VIP+ customer systems were regularly maintained and secure

● Developed tailored IT infrastructure for 25% of company customers, ensuring proper systems, hardware, and software aligned with their business objectives

● Recommended and implemented network solutions, including ISP, routers, and hardwiring, to optimize operations and performance

● Set up cloud storage and services to meet specific customer needs, while ensuring appropriate system security measures such as end-to-end encryption or average security protocols ● Achieved 100% success in helping clients achieve their business objectives, contributing to a 25% improvement in their revenue and daily operations

PRIOR WORK EXPERIENCE

Prior work experience includes positions as Department and Branch Manager, leading call center and training departments to increase revenue, developing a call quality department, and creating a company-wide call quality manual. I managed up to 400 employees, oversaw recruitment, training, development, and departmental budgets, and designed a sales reward program to incentivize upselling and preparing monthly reports for the CEO

EDUCATION

● MIS INFORMATION SYSTEMS & COMPUTER SCIENCE UNIVERSITY OF MONTANA

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