Senior Insurance & Project Delivery Professional

Tracey M. Hood, EMBA, PMP

Cumming, GA, ********@*****.*** 215-***-****

https://www.linkedin.com/in/tracey-hood-emba-a2460129b/

SUMMARY

Experienced professional with expertise in insurance sales, project management, and information security. Proven ability to manage sales cycles, drive customer satisfaction, and lead teams. Strong skills in communication, problem-solving, and technical analysis.

EXPERIENCE

Independent Insurance Sales Broker/Agent - Part-time

United American Insurance – Georgia, South Carolina, Virginia January 2023 - December 2024, Georgia

•Managing the entire sales cycle from lead generation to closing the sale.

•Through creative networking, the focus has been on building community relationships, driving self-generated sales, and meeting sales goals and metrics using CRM software while working independently.

•Through instructive knowledge of the Medicare product portfolio, I can accurately assess the distinct needs of different prospects, explain the differences between various products, and assist the prospect in selecting a product that best meets their unique health and financial needs.

•Additional products include life, annuity, cancer insurance, dental, vision, and prescription drugs.

•I collaborate closely with customers on renewal during the Customer Journey for target retention.

•Interrelating with customers, business partners, and the community via face-to-face, virtual, and telephonic interactions.

•Face-to-face marketing involves grassroots efforts and field sales events in the community, as well as visiting prospects in their homes.

•When setting up at senior community events or conventions, I utilize POP materials to convey sales, marketing, and communication initiatives.

•United American is fluid in radio, web, social media, and magazines, and provides broker/agent template mailings.

Senior Implementation Specialist - Project Coordinator

ADP February 2022 - November 2022, Augusta, GA

•As a Senior Implementation Specialist within the Health Care Reform business.

•Worked collaboratively with other team members to develop best practices and standard operating procedures for communications and change management that can be leveraged across ACA project teams to support the overall communication strategy, partner relationships, and change initiatives, obtained the customer sign-off of deliverables and SOW within the project charter.

•Utilize ERP systems and project management best practices, including risk management, quality management, change management, change control, and communication.

•Highly proficient with Agile work environment

•Experience with facilitating daily stand-up calls, backlog grooming, sprint planning, retrospectives, road mapping, and requirements sessions.

•Based on researched data analytics through Tableau, identify and deliver against strategic initiatives that evolve customer satisfaction, as well as client retention.

•Use appropriate project management tools, reports, templates, training, and coaching to support the project team.

•Complete risk assessments and support risk mitigation sessions.

•Knowledge of Earned Value Management System (EVMS) concepts and how to apply them.

•Managed 1094-C and 1095-C compliance/regulatory policy processes and standards.

•Support the PMO Leadership in managing key stakeholder relationships & expectations across the IT and Business leaders by maintaining effective communication cadence and driving effective, timely escalations and resolution of risks and issues.

•Coordinate the new client transition process after the implementation of each product solution purchased.

•Participates in departmental or Implementation Center task force teams and councils that focus on improving processes, and strategic initiatives at the close of the project.

•Assisted team members with client challenges and instructed via root cause analysis for problem resolution.

Technical Support Engineer 2

UNISYS CORPORATION July 2018 - February 2022, Augusta, GA

•My responsibilities included utilizing ERP systems to monitor, analyze, diagnose, and resolve or escalation of cyber security activity across clients’ telecommunication and data computing infrastructure; as well as accountability for responding to any cyber security alerts.

•Escalation may include coordination of resolution via support groups or business units.

•The essential parts of my responsibilities were IDS monitoring and analysis, analyzing network traffic, log analysis, prioritizing, and differentiating between potential intrusion attempts and false alarms.

•Troubleshoot issues related to Citrix Receiver, Citrix Workspace, and other Citrix products

•Creating and tracking investigations to resolution and composing security alert notifications.

•Advise fellow incident responders on the steps to take to investigate and resolve computer security incidents.

•Respond to inbound phone calls and electronic requests for technical assistance with clients' SOC products while also professionally managing all customer situations with an emphasis on customer satisfaction.

•The configuration and troubleshooting of the client's Sensors and associated infrastructure assess incident severity and escalate to the next level as

needed while keeping management and customers abreast of changes in status during issue resolution.

•Setting clear expectations and providing timely follow-up to customers as appropriate while utilizing internal guidelines for effective call processing and escalation and client service.

•Tier two level access to interact with network intrusion detection devices and other security systems via proprietary and commercial consoles, both local and remote to apply patch and security changes per policy.

•Proactively monitor the environment for patch compliance.

•Confer with my team on client users to discuss issues such as computer data access needs, security violations, and programming changes.

•Instruct the end-users and promote security awareness to ensure system security and improve server and network efficiency.

•Analyze patches for compatibility with each customer or internal infrastructure environment.

•Proactively and reactively look for solutions to prevent problems from occurring from within the environment.

•Project management duties related to participating, proposing, and/or guiding customers and internal projects across different transformational technologies and how they are related to DOD, and Homeland Security internal businesses processes as well as end-user’s areas.

•These governmental agencies used intrusion detection devices (IDS/IPS) and log management devices such as Splunk, What’s Up Gold, Solarwinds, Tripwire, McAfee Enterprise Log Manager, LogRhythm, RSA EnVision, Arc Sight ESM, and Tenable Log Correlation Engine.

•These were Windows Servers, Linux, and AIX operating systems in the environment.

•The firewall devices in these environments were Cisco Secure PIX Firewall, Checkpoint, SonicWALL DMZ, Juniper-Networks and HP switches, Cisco, and Juniper.

Test Driver Technician

MAU at JOHN DEERE CORPORATION September 2016 - July 2018, Grovetown, GA

•Was professionally trained at John Deere in landscape architecture in the production of commercial products factory assemble engines, transmissions, axle housings, cabs, and final assembly of compact utility and utility tractors.

•Tested experimental and production agriculture, farming, and compact equipment models under live operating conditions for such purposes as development, standardization, and feasibility of design as well as performed deployment testing of inflatable restraint components and performed root cause analysis in cross-functional teams in the lab.

•Prepare issue test reports, advice on quality performance, and work instructions via their ERP system SAP/PDM workflow global engineering change management system.

•Ability to operate material handling equipment, including forklifts and pallet jacks.

•Conducted test activities: Investigated, diagnosed, and documented functional or mechanical problems/failures with the test vehicles.

•Communicate the magnitude of any issues by direct discussions with the responsible Test mechanics and design engineer personnel and aid in the standard maintenance of the test vehicle and support equipment.

Test Driver Technician

ACCUSTAFF at JOHN DEERE CORPORATION March 2016 - September 2016, Grovetown, GA

•Was professionally trained at John Deere in landscape architecture in the production of commercial products factory assemble engines, transmissions, axle housings, cabs, and final assembly of compact utility and utility tractors.

•Tested experimental and production agriculture, farming, and compact equipment models under live operating conditions for such purposes as development, standardization, and feasibility of design as well as performed deployment testing of inflatable restraint components and performed root cause analysis in cross-functional teams in the lab.

•Prepare issue test reports, advice on quality performance, and work instructions via their SAP/PDM workflow global engineering change management system.

•Ability to operate material handling equipment, including forklifts and pallet jacks.

•Conducted test activities: Investigated, diagnosed, and documented functional or mechanical problems/failures with the test vehicles.

•Communicate the magnitude of any issues by direct discussions with the responsible Test mechanics and design engineer personnel and aid in the standard maintenance of the test vehicle and support equipment.

Information Security Consultant

AMERICAN CYBER SYSTEMS at COMPUTER SCIENCE CORPORATION August 2015 - September 2015, Newark, DE

•Performed day-to-day operations support the role of critical security infrastructure as well as demonstrated the ability to maintain static and dynamic code scanning environments.

•This includes daily troubleshooting, recommending changes to the environment, and implementing changes as needed.

•Assist in supporting other products within Security Operations such as the EPO, PKI environment, DLP products, email filter, web browsing filter, and IPS units.

•Identified potential threats to corporate systems and data and made and performed the necessary recommendations to mitigate associated security incident risk through the usage of triaging as needed.

•In the environment, data loss prevention tools, web browsing filters, email filters, vulnerability scans, SIEMs, and ISPs were used to mitigate threat activity.

Network Security Analyst/Project Coordinator

BAE SYSTEMS October 2013 - April 2014, McLean, VA

•As a network security analyst, my assigned duties, were monitoring, data analysis, diagnosis, and resolution or in some cases the escalation of suspicious cyber security activity across clients' telecommunication and data computing infrastructure; as well as accountability for responding to any cyber security alerts.

•Escalation may include coordination of resolution via support groups or business units.

•The essential my responsibilities were IDS monitoring and analysis, analyzing network traffic, logging analysis, prioritizing, and differentiating between potential intrusion attempts and false alarms.

•Creating and tracking investigations to resolution and composing security alert notifications.

•Advise fellow incident responders on the steps to take to investigate and resolve computer security incidents.

•Respond to inbound phone and electronic requests for technical assistance with clients' SOC products while also managing all customer situations professionally with an emphasis on customer satisfaction.

•The configuration and troubleshooting of the client's Sensors and associated infrastructure assess incident severity and escalate to the next level as needed while keeping management and customers abreast of changes in status during issue resolution.

•Setting clear expectations and providing timely follow-up to customers as appropriate while utilizing internal guidelines for effective call processing and escalation and client service.

•I was moved from the FMEA contract to the position of project coordinator in February 2014; however, the project lost its government contract bid in April 2014.

Team Lead - Information Security Consultant

HEWLETT-PACKARD March 2010 - October 2013, Herndon, VA

•My responsibilities included monitoring, analysis, diagnosis, and resolution or escalation of cyber security activity across clients’ telecommunication and data computing infrastructure; as well as accountability for responding to any cyber security alerts.

•Escalation may include coordination of resolution via support groups or business units.

•The essential parts of my responsibilities were IDS monitoring and analysis, analyzing network traffic, log analysis, prioritizing, and differentiating between potential intrusion attempts and false alarms.

•Creating and tracking investigations to resolution and composing security alert notifications.

•Patch management

•Advise fellow incident responders on the steps to take to investigate and resolve computer security incidents.

•Respond to inbound phone calls and electronic requests for technical assistance with clients' SOC products while also professionally managing all customer situations with an emphasis on customer satisfaction.

•The configuration and troubleshooting of the client's Sensors and associated infrastructure and assess incident severity and escalate to the next level as needed while keeping management and customers abreast of changes in status during issue resolution.

•Setting clear expectations and providing timely follow-up to customers as appropriate while utilizing internal guidelines for effective call processing and escalation and client service.

•Tier two level access to interact with network intrusion detection devices and other security systems via proprietary and commercial consoles, both local and remote to apply patch and security changes per policy.

•Proactively monitor the environment for patch compliance.

•Confer with my team on client users to discuss issues such as computer data access needs, security violations, and programming changes.

•Instruct the end-users and promote security awareness to ensure system security and improve server and network efficiency.

•Analyze patches for compatibility with each customer or internal infrastructure environment.

•Proactively and reactively look for solutions to prevent problems from occurring from within the environment.

•Project management duties related to participating, proposing, and/or guiding customers and internal projects across different transformational technologies and how they are related to DOD, and Homeland Security internal businesses processes as well as end-user’s areas.

•These governmental agencies used intrusion detection devices (IDS/IPS) and log management devices such as Splunk, What’s Up Gold, Solarwinds,

Tripwire, McAfee Enterprise Log Manager, LogRhythm, RSA EnVision, Arc Sight ESM, and Tenable Log Correlation Engine.

•These were Windows Servers, Linux, and AIX operating systems in the environments.

•The firewall devices in these environments were Cisco Secure PIX Firewall, Checkpoint, SonicWALL DMZ, Juniper-Networks and HP switches, Cisco, and Juniper.

Independent Insurance Sales Broker/Agent

TRACEY HOOD CONSULTING October 2009 - March 2011, Atlanta, GA

•Represented a full line of insurance products and a fixed annuity line of products, serving as a trusted agent for individuals, families, and businesses.

•Prepare action plans and schedules to identify specific target markets and forecast a potential number of contacts each week, follow up on new

referrals resulting from field activity.

•Develop, implement sales plans, and manage all phases of the sales cycle from client prospecting to closing the insurance sale followed by additional agent support to client(s).

•This includes explaining various features of different insurance policies; including the advantages and disadvantages of each policy to establish a

prospect needs a base.

•Calculate premiums and establish payment methods.

•Customize insurance programs to suit individual customers, often covering a variety of risks.

•Ensure that each policy's requirements are satisfied, including any necessary medical examinations and the completion of all appropriate forms.

•Contact the underwriter and submit forms to obtain binder coverage.

•Confer with each client to obtain, and provide information, when claims are prepared on a policy.

Independent Broker/Agent Insurance Sales Professional

HBW - TRACEY HOOD CONSULTING February 2007 - October 2009, Atlanta, GA

•Represented a full line of insurance products and a fixed annuity line of products, serving as a trusted agent for individuals, families, and businesses.

•As a Broker and Managing agent, I hired, trained, and supervised my small sales support staff.

•Created an enjoyable, productive, and accountable work environment.

•Demonstrated sales strategies to meet market expectations and manage all phases of the sales cycle from prospecting to close and follow-up support.

•Attended conferences and continuing education training to remain current on the latest trends in the financial industry and developed a comprehensive knowledge of financial and insurance products, services, and best practices.

•Based on risk analysis I would customize insurance coverage to meet an individual, family, and business's immediate and future needs, often covering a variety of risk adversities.

Managing Member

HOOD AND BENSON, L.L.C January 2004 - October 2009, Atlanta, GA

•Hood and Benson, LLC, is a small privately held financial investment company specializing in derivative speculations (Options Trading, and Forex Trading).

•We provided financial services only to our Limited Liability Company members, which consisted of technical and fundamental trading financial strategies concerning currencies, and options.

•Our goal is to build financial generational wealth based on the highest levels of integrity, service, and year-to-year performance.

•Being that we are a small privately held financial investment company I am responsible for managing the organizational operations including but not limited to benefits and payroll administration, accounting, auditing, financial management, trade execution, trading strategies, customer operations, e-business administration, and network administration.

Marketing Manager - Used Books Dealer/ Amazon FBA Business

TH Books July 2002 - January 2004, Atlanta, GA

•Was in partnership as a book broker with Kudzu bookstore where I obtained my new and used books through their channels where I purchased books by the pallets as well as through a variety of public and private auction in the marketplace.

•The books and their respective conditions were evaluated, and a value was placed on the books to determine the prerequisite selling price and profit margin for each listing on the Amazon marketplace, including product descriptions, photos, and the stated condition of each copy.

•Manage inventory levels and adjust price sensitivity as needed to maximize sales and profits.

•Fulfilled orders promptly while ensuring each customer received the correct books promptly.

•Provide excellent customer service by promptly addressing any issues or concerns that customers may have.

•Stayed current with industry trends and changes in the Amazon marketplace to remain competitive.

•Monitored and responded to customer reviews to maintain a positive reputation on Amazon.

RF Designer 1

TEKsystems at Cox Communications January 2000 - July 2002, Atlanta, GA

•On-site contractor at Cox in Atlanta with the retrofit team.

•Designed quality control RF networks, upgrade RF networks, node segmentation/separations, migrations, node placements, cable replacements, plant extensions, powering, BOM/PA generating, spec creation, design changes, As-Builts, GNIS, CAD drafting, and Lode data designer.

CATV Construction Sweep Technician Supervisor/Project Coordinator

MichCom, Inc. February 1998 - January 2000, Richmond, VA

•Assess OSP hardware and infrastructure including but not limited to plant documentation, Hybrid Fiber Coax (HFC) active and passives, reading and understanding OSP diagrams/drawings, taking and maintaining accurate project field notes, operation of a bucket truck, accessing network enclosures and nodes and operation of the testing gear.

•Ability to identify discrepancies, troubleshoot, problem solve, and assist sweep technicians with workarounds or resolutions.

•Troubleshoot with and use standard OSP tools including OTDR testing, light meters, and signal strength meters.

•Created the project SOW and escalation process for deviations.

•Report accurate daily project updates for productivity tracking and project billing.

•Define, develop, and share technical knowledge and stay current on technical advancements.

•Instructed my team on the installation of fiber optic enclosures, nodes, amplifiers, line extenders, taps, splitters, and related equipment according to the blueprint as necessary.

•Performed other duties and special projects as assigned by the VP of Field Services Engineering.

•AutoCAD and Lode data experience.

•Full understanding of an HFC head end; combining, optics (forward and return),as-built drawings and understanding of CMTS, FTTX, and ISP.

•In-depth understanding of OSP (outside plant) and proficiency in troubleshooting.

EDUCATION

Executive MBA

COLORADO TECHNICAL UNIVERSITY • COLORADO SPRINGS, COLORADO • May 2012

Bachelor’s Degree in Information Technology

AMERICAN INTERCONTINENTAL UNIVERSITY • ATLANTA, GEORGIA • September 2006

Associate Degree in Business Administration

AMERICAN INTERCONTINENTAL UNIVERSITY • ATLANTA, GEORGIA • October 2004

CERTIFICATIONS AND CERTIFICATES:

Project Management Professional (PMI-PMP) Certification, Project Management Institute • 2022

Professional Scrum Master Level I (PSM I) Certification

Professional Scrum Product Owner Level I (PSPO I) Certification

Change Management Certification, Colordo Tech Graduate Level • 11/2007

Life and Health Insurance License / Property and Casualty Insurance License, NPN: 7907613

Real Estate Title Abstractor Certificate

The Ultimate Agile PMI ACP Prep Course (28 PDUs)

Professional Diploma in Procurement, Sourcing, Supply Chains, MTF Institute at Udemy.com 02/26/2026

Lean Manufacturing Academy: Certified Master Lean Course, Sabat Cosulting on Udemy 7.5 hours of training 02/27/2026

Professional Diploma in Unit Economics Management, Udemy-02/22/2026

Supply Chain Risk Management Step by Step, Udemy- 2.0 Hours 2/22/2026

Professional Diploma in Agile and Project Management, Udemy-1.5 Hours • 07/25/2025

Talent Acquisition: Planning workforce, Recruiting and Onboarding, Talent Management, HR Management by MTF Institute - Udemy 07/25/2025

Talent Acquisition: HR planning, Recruiting, and Onboarding, Udemy-3.5 Hours • 07/25/2025

Primavera P6 – Scheduling & Project Control - KCD Method, Udemy.com • 05/2023

Primavera P6 – Project Planning and Scheduling Masterclass, Udemy.com • 05/2023

Primavera P6 - A Comprehensive Tutorial, Udemy.com • 12/2022

Executive Diploma in Operations Management, Udemy • 08/14/2025

Microsoft Project: How to Build a Detailed Project Plan, Udemy.com • 01/08/2023

Primavera P6 – Primavera P6 Advanced Training.Udemy.com • 08/04/2023

SKILLS

Communication, Teamwork, and Facilitation: Articulate in illustrating and communicating business processes and analytical ideas with associates and the populace., Effective motivational skills and the ability to build teams independently or collaboratively., Efficient, detail-oriented, and results- oriented, as well as effectively facilitating meetings. Experience working with AI tools to increase productivity, and advanced Mac OS and Google suite skills (Gmail, Docs, Sheets, Slides)

Project Management and Regulations: Intermediate knowledge of marketing, process mapping, preparing sales plans, requirements forecast, conflict management, SDLC, project plans, vendor contracts, project schedules, scope definition, budgets, QMS ISO 9001 audits, Agile and Kanban, Microsoft Office Suite, SharePoint, Microsoft Project, Oracle Primavera P6, Microsoft Visio, and IRS 1075 Tax Information Security Guidelines - general knowledge of Power BI, Tableau, SAP, Preparis, Bomgar, and Zendesk, Schedule Management, project total float and project milestone tracking, Corrective action plans,, Through understanding of the critical path method (CPM) and earned value management (EVM)

How quality of products/ services improved utilising ISO9001, how it helped business growth. Understanding the organizational context in terms of quality involves considering internal and external factors that can impact product, service, and process quality. This includes aligning quality objectives with the organization's strategic goals, assessing the impact of organizational structure and culture on quality, understanding stakeholder expectations, complying with legal and regulatory requirements, adapting to industry and market

conditions, evaluating resources and capabilities, and managing risks.

Technical and Security Skills: Intermediate knowledge of TCP/IP, network routing, and firewall functions (NAT), including knowledge of common protocols such as HTTP(S), RDP, DNS, and SMTP, Scanning Tools, Quality Management Systems, Tenable Nessus Vulnerability Assessment, internal control frameworks (SOX, ISO, etc.), Understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, and DHCP, Problem Analysis, Information Governance, and knowledge of SEO, Technical writing, producing budget/cost reports, including current status, forecast at completion, proposal experience, variance versus baseline budget, and change management reports, QuickBooks, and SaaS.

Cyber Security: IDS monitoring and analysis, analyzing network traffic, log analysis, prioritizing, and differentiating between potential intrusion attempts and false alarms, creating and tracking investigations to resolution, composing security alert notifications

Languages:SQL -PL/SQL

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