Tracy Bowles

Technical Support Specialist and Supervisor with extensive experience providing remote software and application support, leading support teams, troubleshooting complex system issues, onboarding users, tax support assistance, banking operations support, military logistics coordination, administrative support, and delivering high-quality customer service in fast-paced environments. Skilled in SaaS implementation support, Apple iOS/macOS troubleshooting, workflow problem resolution, leadership, customer success support, and documentation management.

Technical Support Specialist - National Electronic Attachment, Inc. (NEA) / Vyne Dental - Remote

(2022-01)

• Provide remote technical support for healthcare and dental software applications including FastAttach® and workflow automation tools.
• Troubleshoot software functionality, connectivity, integration, user access, and system-related issues for healthcare clients and dental offices.
• Guide users through software installation, configuration, updates, and issue resolution using remote support platforms and troubleshooting procedures.
• Document technical issues, escalation details, resolutions, and customer interactions accurately within ticketing systems.
• Collaborate with internal teams and subject matter experts to resolve escalated concerns and improve overall customer experience.
• Support onboarding and training efforts for new users and clients while maintaining strong customer satisfaction.

Apple Support Supervisor - Transcom - Remote

(2019-01 - 2022-12)

• Supervised and coached Apple support advisors providing technical support for Apple devices, iOS/macOS systems, Apple ID accounts, and iCloud services.
• Assisted agents with escalated customer concerns, troubleshooting guidance, resolution strategies, and customer de-escalation techniques.
• Monitored productivity, quality standards, attendance, customer satisfaction metrics, and performance expectations for support teams.
• Conducted coaching sessions, quality reviews, and ongoing performance feedback to improve advisor technical knowledge and customer service skills.
• Supported daily operations in a fast-paced remote support environment while ensuring compliance with Apple support procedures and service expectations.
• Assisted leadership teams with reporting, workflow management, employee support, and operational initiatives.

Tier II Apple Support Advisor / Intuit Tax Specialist - Concentrix - Remote

(2015-01 - 2019-12)

• Provided advanced technical support for Apple devices, iOS/macOS systems, Apple ID accounts, and iCloud services.
• Troubleshot hardware, software, connectivity, syncing, and account-related issues through phone and remote support channels.
• Guided customers through technical troubleshooting and step-by-step resolutions while maintaining high customer satisfaction and Apple support standards.
• Utilized Apple diagnostic tools, support resources, and workflow processes to identify root causes and resolve technical concerns efficiently.
• Provided customer support for Intuit TurboTax products, assisting users with tax software navigation, account access, electronic filing, and general tax preparation questions.
• Troubleshot software-related issues, guided customers through tax return processes, and explained system functionality in a clear and professional manner.
• Documented customer interactions, troubleshooting steps, and resolutions while escalating complex technical or tax-related concerns when necessary.

Administrative Assistant - Central Educational Center (CEC) – Coweta County School System

(2001-01 - 2013-12)

• Provided administrative support to school leadership and staff in a fast-paced educational environment while maintaining professionalism and confidentiality.
• Managed front office operations including phone communications, scheduling, correspondence, filing, data entry, and preparation of school-related documents and reports.
• Coordinated meetings, appointments, events, and daily office activities to support efficient school operations and organizational workflow.
• Communicated with parents, staff, students, and community members regarding school procedures, schedules, and administrative matters.
• Maintained accurate records and assisted with documentation, compliance, purchasing requests, and special projects using Microsoft Office and school management systems.

Tax Preparer (Seasonal) - Jackson Hewitt Tax Service - Newnan, GA

(1999-01 - 2000-12)

• Prepared individual tax returns and assisted clients with tax-related questions and documentation requirements.
• Reviewed financial documents for accuracy and ensured compliance with tax preparation procedures and filing guidelines.
• Provided professional customer service while maintaining confidentiality of sensitive financial information.

Teller I / Bookkeeper II - Fayette County Bank - Peachtree City, GA

(1996-01 - 1998-12)

• Processed customer banking transactions including deposits, withdrawals, payments, and balancing cash drawers.
• Maintained accurate financial records, bookkeeping documentation, and daily transaction reports.
• Provided customer service support while ensuring compliance with banking procedures and confidentiality standards.

88N Transportation Management Coordinator - United States Army Reserve

(1989-01 - 1997-12)

• Coordinated transportation operations, movement scheduling, and logistics planning for personnel, cargo, and military equipment in support of Army operations.
• Planned and authorized convoy movements, coordinated commercial transportation assets, and maintained compliance with military transportation procedures and regulations.
• Created and processed shipping documentation, bills of lading, transportation records, and data entry within automated military tracking systems.
• Supervised cargo and passenger transportation operations including loading, unloading, weight and balance coordination, and hazardous material handling procedures.
• Operated and maintained transportation management and tracking systems to monitor cargo movement, shipment status, and operational readiness in real time.
• Supported mission readiness through communication, administrative coordination, inventory tracking, and organizational support in fast-paced environments requiring leadership, accountability, and attention to detail.

Administrative Assistant / Proof Operator - NationsBank (Bank of America) - Atlanta, GA

(1990-01 - 1996-12)

• Provided administrative and operational support within a fast-paced banking environment.
• Processed and balanced financial transactions, verified banking records, and ensured accuracy of proof operations.
• Managed data entry, filing, reports, and office documentation while maintaining confidentiality and compliance with banking procedures.

High School Diploma - Newnan High School (1989-01) Newnan, GA

Information Technology - DeVry Institute of Technology (1990-01 - 1991-12) Decatur, GA

Ongoing Military Training - 88N Transportation Management Coordinator - United States Army Reserve (1989-01 - 1997-12)