Tracy Klein

227 Village CV
Jackson, MS. 39208
tracyklein02@gmail.com
205.613.0233

Experienced IT professional with over twenty-five years of experience working with customer-facing
clients, project management, software training, and implementation. Experience working in
education, banking, telecommunications, and healthcare industries. Along with experience in
printers, desktops, laptops, servers, phone systems, and mobile devices.
IT Skills:
Languages: HTML
Databases: Microsoft SQL Server
Platforms: Microsoft Server R2 2008 and 2013, Microsoft Windows 11,10, 8, and 7
Software: Salesforce, Confluence, Trello, Zoho Suite, Apple Developer Account, Google Play Console,
HubSpot, Zendesk, Salesforce, Okta, Jira, Accelify, Google Suite, Slack, Zoom, Microsoft Office 365, Firefox,
Google Chrome, Norton’s Ghost and Antivirus, Active Directory, Adobe Reader, TCP/IP Protocol, DHCP, DNS,
and Bomgar.
Hardware: iOS/Android Mobile Devices, Chromebooks, Mac Books, laptops/desktops, iPhones, iPad, Android
phones, and Microsoft Surface Book Pro
IT Experience:
Customer Support (Remote)
Genius Education – New York City, NY Nov. 2022

Saas provider for Genius Education customers. Tier 1 Ticket/email support for Genius Education
clients. Created knowledge base using Confluence.

Skills: Zendesk, Slack, RDP, Confluence, Jira, Zoom, GoogleSuite, SQL, HTML

Customer Support Specialist (Remote/Contract)

DreamBox Learning – Bellevue, WA. June 2022 – Oct. 2022

Ticket/Email support for DreamBox Learning during Back-to-school ramp-up. Activated and reset
classrooms within the DreamBox software. Troubleshoot issues with DreamBox and Clever, Classlink,
or IRU Rostering. Configure accounts to access software. Worked with other departments on complex
issues. Assisted with triaging the ticket queue. Software apps that are used daily: Okta, Slack, Zoom,
Clever, Salesforce, Confluence, and Chrome.

Skills: DreamBox · Salesforce · Software as a Service (SaaS) · Clever · Rostering

Product Implementation Manager

VergentLMS – Ridgeland, MS. March 2022

Assisted with onboarding payday loan clients. Configured customer and retail portals according to
customer specifications. Configured data forms to populate based on SQL queries. Configured data
forms for HTML use according to customer specifications. Attended project meetings regarding
onboarding new clients.
App Store/Google Play Associate (Remote)
Customer Support/Success Representative
SchoolInfoApp - Ruston, LA. Oct. 2021 - Feb. 2022

Part of the Customer Success Team. Worked with new and existing customers obtaining their Apple
Developer/Connect accounts along with their Google Play Accounts. Proactively communicate with
customers regarding the status of their Apple Membership. Collaborated with the Customer Support
Team regarding any issues with Apple Developer Accounts/Google Play Accounts. Collaborated with
Onboarding/Training teams regarding questions or issues with Apple Developer Accounts. Created
documentation regarding the processes and procedures for creating and maintaining an Apple
Developer/Google Play account. Contributed to the knowledge base by creating and updating content.
Maintained and updated the CRM database. Worked with developers regarding issues from the
customer support/success team using Jira. Assisted clients with their issues/questions regarding their
mobile apps and web-based dashboards. Corresponded with clients via phone, email, and chat.
Managed and contributed to ongoing projects.

Client Support Specialist (Remote/Contract)

InSight Global – Atlanta, GA. Jan. 2021- Sept. 2021

Contract position working with McGraw-Hill Education conducting password and code resets via
inbound calls.
Contracted position working with Frontline Education supporting their SaaS, Accelify. Provided
support, training, and configuration of the system to Frontline customers. Tier 1 support/call center.
Tech Support Specialist
Cal-Maine Foods – Jackson, MS. May 2016 – Feb 2018

Provided on-site and remote desktop, printer, and network support. Installed and configured new
laptops/desktops and printers. Troubleshoot issues with password logins and resets. Troubleshoot
and resolved issues with network connectivity. Ordered new printers, desktops/laptops, and software.
Maintained and updated the SharePoint site. Managed and contributed to ongoing projects.
Programmer Analyst
ATM Support Analyst
Trustmark National Bank – Jackson, MS. 2012 – 2016

Payment Operations Support Analyst

Remote Desktop Support – Level 2
Regions Bank – Birmingham, AL. 2006 – 2012

Education Experience:
Substitute Teacher K – 12
Kelly Services - Jackson, MS. August 2020 – January 2021
March 2020 – May 2020
February 2019 – June 2019
April 2018 – December 2018

Special Education Teacher

Hinds County School District – Raymond, MS. August 2019 – Feb 2020

ARI/Elementary P.E. Teacher

Rankin County School District – Brandon, MS. January 2019
Education Skills:

Teacher Assistant, Special Education Assistant, classroom organization, and classroom management.
Endorsements: 192 in Social Studies and 221 in Special Education

Software: Zoom, iReady, Accelify, Clever, PowerSchool, DreamBox Learning, SchoolInfoApp and Sped
Tracker

Education:

B.S. in Health Administration – Auburn University 1993

M.A. in Teaching – Belhaven University 2021
Masters in Database Technology – Regis University Not completed