Customer Service Technical Support
Resume:
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CONTACT
Smyrna, GA *****
*****.*****@*******.***
SKILLS
Client relationship management
Technical support expertise
Analytical problem resolution
Technical expertise
Tier I & Tier II Support
Network troubleshooting
Ticketing Systems (Remedy, ServiceNow, proprietary tools)
Effective time management
Escalation handling expertise
SLA Compliance
Effective Communication & Active Listening
Analytical Skills
Team Leadership & Training
Documentation & Ticket Management
AFIL
Member of Alpha Phi Alpha Fraternity, Inc.
With over 20 years of experience in telecommunications, customer engagement, and issue resolution, dedicated customer service and technical support professional. Expertise in troubleshooting, ticket management, and providing high-quality support for both wireline and wireless customers. Consistently enhanced customer satisfaction, efficiently resolved complex issues, and maintained service level agreements (SLAs) by offering end-to-end support.
WORK HISTORY
January 2023 - January 2025
Technical Engineer (Tier II) Cogent Communications, Atlanta, GA
Provided advanced Tier II support, troubleshooting complex network issues for end-users (Ethernet and Internet Services)
Diagnosed and resolved escalated network and hardware problems using Cisco and Juniper routers and switches
Acted as a key escalation point for customers, offering guidance and expertise to ensure timely resolution
Managed and tracked customer-reported issues using a ticketing system (ServiceNow, proprietary tools), ensuring SLA compliance
Conducted root-cause analysis on recurring technical issues to enhance network stability
Maintained continuous communication with customers via phone, email, and chat, ensuring a high level of service and satisfaction
Communication and customer engagement exercised thru phone, email, chat, and vendor portals
January 2006 - January 2023
Wireline Customer Support Specialist (Tier I) T-Mobile (formerly Sprint), Atlanta, GA
Served as first point of contact for business clients, handling technical and service-related inquiries
Diagnosed and escalated issues related to Toll-Free, MPLS, ISDN, Private Line, and Local/Long-Distance services
Utilized proprietary tools to conduct real-time circuit diagnostics on Fractional T1 through DS3 circuits
Managed and tracked customer-reported issues using ticketing systems (Remedy, ServiceNow) to ensure efficient resolution and SLA compliance
Increased first-call resolution rate through efficient troubleshooting and proactive customer support
Communication and customer engagement exercised thru phone, email, chat, and vendor portals
Served as vice chairman and member for company social committee
Organized and facilitated company events geared towards boosting moral and the management/employees dynamic
Wireless Customer Support Specialist (Tier I) T-Mobile
Assisted large and small business customers with network and device-related concerns
Provided real-time troubleshooting for wireless connectivity, network coverage, and device issues
Collaborated with internal teams to resolve complex technical problems within SLA guidelines
Managed customer-reported issues using ticketing systems (Remedy, ServiceNow, internal tracking tools), ensuring proper case documentation and timely resolution
Educated customers on service features, ensuring optimal device usage and satisfaction
January 2004 - January 2006
Internet Account Executive BellSouth Advertising & Publishing, Tucker, GA
Provided customer service and sales support to new and existing clients
Consulted businesses on digital advertising solutions to improve market reach and return on investment
Developed and maintained long-term client relationships through exceptional customer service
January 2003 - January 2004
Marketing and Promotions Field Associate Cloud 9 Entertainment, Atlanta, GA
Promoted various events for outside clients as well as Cloud 9 Entertainment functions.
Was a visible and intricate part of establishing and soliciting new business opportunities, maintained relationships with current business partners and clientele.
Demonstrated adaptability by effectively managing multiple projects simultaneously while adhering to deadlines.
Supported colleagues during challenging situations by sharing knowledge, experience, and resources when needed.
January 1998 - January 2003
Customer Service Consultant AT&T, Marietta, GA
Delivered high-quality customer service, resolving billing and service-related inquiries
Assisted customers in choosing the most cost-effective phone plans, ensuring long-term retention
Ranked among the top consultants for customer satisfaction and issue resolution
SRT (Self-Responsible Team) Rotating Supervisor AT&T
Led a team of 10–15 representatives, coaching and evaluating performance
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Composed weekly reports for employees compliance and statistics.
Facilitated weekly meetings with peers and supervisory staff.
Trainer AT&T, Marietta, GA
Conducted training sessions for new hires, ensuring they met company service standards
Conducted refresher training sessions for employees returning from disability
Performed quality audits to maintain high-level customer service performance
Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
EDUCATION
Bachelor of Arts Graphic Arts
Central State University, Wilberforce, OH
Leadership Roles: Resident Assistant, Student Ambassador, Recreation Center Manager
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JAMAL ANTAR
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