Michelle Cox
Thomasville,NC
Summary
IT support professional with hands-on experience resolving workstation, printer, hardware, software, and network issues in fast-paced environments. Handles user accounts, passwords, access requests, and service desk tickets with attention to security, clear communication, and steady follow-through. Known for supporting daily operations while keeping service quality and response times consistent.
Overview
11
11
years of professional experience
Work History
IT Specialist
LabCorp, Corporation
Burlington, North Carolina
11.2023 - Current
- Resolved workstation, printer, and network issues for Labcorp laboratory users, enhancing workflow efficiency.
- Managed user accounts, passwords, and access permissions within Labcorp systems.
- Processed and resolved service desk tickets according to Labcorp IT support procedures, ensuring timely user assistance.
- Applied Labcorp security standards for devices, data, and user access.
- Troubleshot and resolved complex hardware and software application problems, minimizing downtime for users.
IT Technician
Signet Jewelers
Akron, OH
07.2022 - 08.2023
- Performed troubleshooting on networking and connectivity issues, restoring connections and ensuring uninterrupted network access for users.
- Responded to end-user support requests and guided individuals through troubleshooting steps, enhancing user confidence in resolving issues.
- Documented repair processes and streamlined technical support procedures, improving consistency for future resolutions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to or escalated tickets based on severity and internal policies governing responses.
Logistics Assistant
PetSmart
High Point, North Carolina
01.2020 - 04.2023
- Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
- Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
- Managed proprietary database for tracking inventory and freight levels in importing and exporting operations.
- Oversaw daily inventory counts to ensure accuracy and reliability of stock data.
- Generated and distributed billing paperwork to ensure timely processing and filing.
Assistant Manager
GameStop
Thomasville, NC
10.2015 - 11.2019
- Managed team of 8 employees, overseeing hiring, training, and fostering professional growth.
- Oversaw day-to-day operations, maintaining high productivity and consistently exceeding KPI goals.
- Resolved [product or service] issues, enhancing overall customer satisfaction.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Maintained store database to ensure accurate representation of inventory and logs
- Onboarded new employees with training and new hire documentation.
Education
GED -
Winterstien Adult School
Sacramento, CA04-2004
Skills
Service desk management
- Incident resolution
- User account management
- Technical Support
Personal Information
In the years I have spent in the IT field, I have grown to enjoy learning new things everyday. There is never the same day in IT and being able to expand my knowledge is what keeps excited to continue in the job field I love and knew I was meant to be in. I spend a lot of my free time taking classes on CompTIA A+ and learning about SEC+ as well as tons of hands on experience with building computers from the ground up.
Timeline
IT Specialist
LabCorp, Corporation
11.2023 - Current
IT Technician
Signet Jewelers
07.2022 - 08.2023
Logistics Assistant
PetSmart
01.2020 - 04.2023
Assistant Manager
GameStop
10.2015 - 11.2019
GED -
Winterstien Adult School