Tracy Virruso
Oak Lawn
Summary
Solutions-Oriented Operations Leader with a dual background in high-stakes emergency dispatch supervision and enterprise software support. Expert at managing mission-critical environments, prioritizing high-urgency incidents, and leading cross-functional teams through complex technical resolutions. Recognized for maintaining exceptional composure under pressure, delivering clear professional communication, and ensuring strict adherence to Service Level Agreements (SLAs) and regulatory compliance policies. Dedicated to optimizing workflows and providing elite-level support for critical customer applications and public safety operations.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Capers/True North Software/GovHost
Chicago, IL
05.2016 - 02.2026
- Technical Problem Solving: Resolve complex, multi-environment software inquiries via SQL programming and advanced troubleshooting to ensure high-priority issue resolution.
- Database & Systems Management: Utilize SQL to analyze data reports and perform configuration scripting to install programs, modify logging, and optimize customer environments.
- Project Collaboration: Partner with Implementation Specialists and Project Managers to prioritize critical issues and provide software modification estimates for development teams.
- Quality Assurance & Deployment: Lead QA testing for module upgrades and build proof-of-concept applications to recreate and resolve customer-specific bugs.
- Client Relationship Management: Manage client expectations for high-stakes accounts by communicating technical solutions via Tyler Technologies' CRM and adhering to strict Service Level Agreements (SLAs).
- Knowledge Leadership: Conduct end-user training webinars and contribute technical documentation to the company knowledge base and Tyler Community forums.
- Strategic Support: Participate in "Early Adopter" programs and User Group meetings to influence software evolution and improve deployment processes.
Police and Fire Dispatch Supervisor
Hometown Police Department
Hometown, IL
02.2002 - 03.2016
- Emergency Call Handling: Efficiently managed 911 emergency and non-emergency calls for both police and fire services, accurately assessing situations to determine the level of response required.
- Unit Coordination: Dispatched and tracked the real-time status of patrol officers and fire apparatus using Computer-Aided Dispatch (CAD) systems to ensure rapid response and personnel safety.
- Information Management: Utilized the Law Enforcement Agencies Data System (LEADS) and NCIC to perform inquiries on vehicle registrations, warrants, and criminal histories for field units.
- Crisis Communication: Provided life-saving Emergency Medical Dispatch (EMD) instructions and maintained contact with distressed callers until first responders arrived on the scene.
- Records & Monitoring: Maintained precise incident logs and monitored station security cameras and prisoner cells to assist in departmental operations.
Education
High School Diploma -
Oak Lawn Community High School
Oak Lawn, ILMoraine Valley Community College
Palos Hills, ILSkills
- Critical thinking
- Active listening
- Data entry
- Customer relations
- Computer proficiency
- Complaint handling
Timeline
Customer Service Representative
Capers/True North Software/GovHost
05.2016 - 02.2026
Police and Fire Dispatch Supervisor
Hometown Police Department
02.2002 - 03.2016
High School Diploma -
Oak Lawn Community High School
Moraine Valley Community College