Summary
Overview
Work History
Education
Skills
Timeline
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Tonya Pegram

Petersburg,Virginia

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

19
19
years of professional experience

Work History

Technical Support

Concentrix
07.2023 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Researched product and issue resolution tactics to address customer concerns.

911 Dispatcher

City Of Hopewell
08.2013 - 03.2015
  • Followed established protocols for professional handling of emergency situations.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Dispatched and coordinated emergency services teams according to high-priority calls.

911 Dispatcher

Dinwiddie County
04.2004 - 05.2010
  • Followed established protocols for professional handling of emergency situations.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Dispatched and coordinated emergency services teams according to high-priority calls.

Education

Master of Arts - Youth Ministry

Grand Canyon University
Phoenix, AZ
05.2019

Skills

  • Windows 10
  • Data Connectivity
  • Customer Support Needs Assessment
  • Business Development
  • Apple IOS
  • Troubleshooting and Assistance

Timeline

Technical Support

Concentrix
07.2023 - Current

911 Dispatcher

City Of Hopewell
08.2013 - 03.2015

911 Dispatcher

Dinwiddie County
04.2004 - 05.2010

Master of Arts - Youth Ministry

Grand Canyon University

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Tonya Pegram