Pamela_F_Cox_resume
Pamela_F_Cox_resume

Pamela F. Cox
141 W. Gettysburg Avenue------------
Oak Ridge, Tennessee 37830-7046 ------------

SUMMARY

My skills and experience include customer service and technical support in person, and by online chat, email, and telephone in an office, or virtual call center environment.

TECHNICAL SKILLS

PLATFORMS: Microsoft Windows (OS XP – 10), and Macintosh 7.0 – 10.14 (OS X – Mojave)

PROFESSIONAL EXPERIENCE

Concentrix Oak Ridge, TN 03/17 – 12/18
Technical Support Representative/Customer Service Agent

• Provided both technical support and customer service support to customers via virtual (at home) connection by telephone
• Assisted customers with password resets, operating system upgrades, software installation, computer restarts, and reconfiguration of settings on desktop and laptop computers, and mobile devices, as needed
• Answered general questions, updated customer records, and transferred customers to other departments for additional support when required

DataVista Technology Lifecycle Solutions Oak Ridge, TN 01/15 – 10/15
IT Support Specialist - Hardware Support, Maintenance and Lifecycle Services

• Supported a mid-sized network using Active Directory and Microsoft Office 365, among other tools - changes, upgrades, repairs, and maintenance
• Troubleshot and corrected connectivity issues on Wi-Fi networks
• Performed system backups, and firmware upgrades
• Provided training to technical staff and customers

Rural/Metro Management Co. (now AMR) Knoxville, TN 10/15 – 03/16
Computer Engineer – Network and Field Services

Under contract to Sentinel Technologies, Inc.

• Provided LAN network and all technical support for staff – imaging PCs, supporting desktops, laptops, and all peripherals
• Troubleshot all hardware and software issues, including Microsoft Office Suites 365 and 2013
• Reimaged tablets and laptops (Panasonic Toughbooks) for usage in fire trucks and ambulances

EDUCATION

University of Tennessee Knoxville, TN 2015
Completed more than 3 years toward Bachelor of Arts, Computer Science with minors in Math and Romance Languages

University of Tennessee Knoxville, TN 2010
Completed four years, (all but two quarter hours), toward Bachelor of Science, Education with a minor in Psychology