Michelle Cox

Michelle has an extensive corporate background and has managed accounts for some of the largest in-home names in the world. She spent 19 years as a Field Support Specialist; Corporate IT Training Specialist and Technical Writer for multiple corporate accounts developing Field Support Technicians with CompuCom.

Michelle offers supreme mentorship for students working with CellBotics Partners. Michelle is a proud breast cancer survivor and children’s book author, focusing on bringing kids into STEM at a very young age. Her decades of experience are passed to students through her CellBotics course and follow-up mentorship and coaching.

Knowledge Engineer Specialist

Michelle created procedures and protocols for the Wal-Mart account. Worked with a team of professionals and created development and training for selected Team Leads assigned to supervise the expanded Wal-Mart account. Advised and created PowerPoint documentation for Service Technicians, in various repair processes.

Michelle taught WebEx seminars on different peripherals serviced, including Server Arrays, Workstations, Printers, Networking Equipment, POS equipment, and ticketing systems. Created the procedures and documentation for the Inventory process. She created the Mobile Inventory Team; and the policies and procedures for capturing the required inventory data. She worked with Senior Managers, across teams, to provide a full solution for a myriad of client service issues.

Created Development and Training Documentation for multiple accounts. The documentation created assists Field Support Technicians and Supervisors with servicing both Corporate Client accounts and Hardware/Software service requests.

Using her field support and client account experience, Michelle was assigned to analyze service metrics and create solutions to improve service levels and client satisfaction. Michelle worked with Program Managers and created client-specific solutions for the top recognized service requests for CompuCom’s client accounts.

Created and hosted WebEx Training seminars for Technicians and Supervisors, teaching service and repair methods for Workstations, Laptops, Printers, Servers, Cameras, and Storage Arrays. Create PowerPoint presentations for Corporate Client Accounts as requested by Program Managers to assist with Time to Task (TTT) goals. Michelle served as an SME (Subject Matter Expert) for multiple major client accounts.

National Supervisor and Creator for; recruitment of technicians and support staff in collaboration with CompuCom’s ITWS department. Procurement of equipment; along with creating documentation outlining the process and procedures for the Mobile Inventory process. Development and Training of the Program Manager. Collaboration with ITAM professionals to create the Excel spreadsheet used to capture the data. Created CBT for the inventory process and conducted WebEx seminars to teach the process to the MIT technicians and coordinators.

Computer Field Support Analyst

Break Fix Field Support Analyst for both Retail and Corporate accounts. Michelle serviced Desktops, Laptops, Printers, Fax Machines, Servers, and provided Network support for various Clients. Excelled in service, which allowed Michelle to be recognized for seven years in the top five nationally among all Field Support Analyst servicing over twenty different client accounts.

Michelle performed service, repair, and/or installation of company product(s) including system hardware, software, servers, CCTV Cameras, PCs, Laptops, and Point of Sale (POS) equipment. Provided technical support to customers on operational or maintenance aspects of system equipment. Served as customer contact on technical and service-related problems. Diagnosed mechanical, hardware, software, and systems failures, using established procedures.

• POS maintenance, installation, and repair
• PC installation and configuration
• Lexmark Printer installation and repair

. Xerox Printer installation and repair

• Router installation
• Switch installation
• NAS installation
• ABS installation
• Disk Storage Array installation
• Service Now
• Remedy
• Clear Vision
• People Soft

My greatest strength is my ability to provide World Class Customer Service because I believe in and strive for Client satisfaction.

Education:

American InterContinental University Atlanta, GA

Field of Study: Information Technology

Computer Learning Centers

Degree Name: Network Information Technology Graduated: Cum Laude

Studied Computer Support Technology and Networking. Including hardware and software repair and support. DOS, Windows, 98, NT and Server, CompTIA A+, Network+; VOIP, OSI and TCP/IP protocols

• Apple Global Certified Technician
• Dell Certified Technician
• IBM Certified Service Technician
• Lenovo Service Technician
• Lexmark Certified Service Technician
• Hewlett-Packard Commercial and Home Certified Technician
• HP Workstations, Laptops, and Printer Certifications
• Xerox Certified Service Technician
• CompTIA A+ Certified Technician