Tracie L. Walker

About Tracie L. Walker

Experienced IT leader with a strong blend of technical acumen, strategic leadership, and a customer-first mindset. I specialize in building and guiding high-performing support engineering teams that deliver exceptional service and drive product success. As a mentor and advocate for continuous learning, I champion industry best practices and foster professional growth to help team members thrive. My leadership is grounded in a commitment to operational excellence, customer satisfaction, and ongoing improvement across people, processes, and technology.

Experience

1. Sr Technical Support Engineering Manager

   Microsoft

   Nov 2021 — Present · Charlotte, NC, US

   Lead, coach, and develop a team of Windows performance engineers delivering world-class technical support across critical customer environmentsServe as a senior customer advocate, translating customer pain points into actionable insights for engineering and product teamsDrive operational excellence by improving case flow, reducing time-to-resolution, and increasing customer satisfaction through data-driven process improvementsManage high-severity escalations and complex customer situations, coordinating cross-functional stakeholders to ensure timely and effective resolutionAnalyze customer feedback, case trends, and performance metrics to identify systemic issues and proactively mitigate future riskFoster a culture of technical depth, accountability, and continuous learning to support engineer growth and long-term team success

Education

• Francis Marion University

  Bachelor of Business Administration (B.B.A.), Management Information Systems, General

  1998 — 2002

• Harvard University

  Leading Effective Teams

  2015 — 2015

• Webster University

  Master of Business Administration (M.B.A.), Business, Management, Marketing, and Related Support Services

  2005 — 2007