Keisha Patton
Douglasville,Ga
Summary
Dedicated Customer Support Engineer with with over 25 years experience in incident management and remote technical support. Proven track record of enhancing customer satisfaction through effective troubleshooting and cross-functional collaboration.
Overview
27
27
years of professional experience
Work History
Customer Support Engineer
Sprint/T-mobile/Cogent Communications
Atlanta, GA
05.1999 - 03.2026
- Troubleshot complex network issues to restore service and enhance customer satisfaction.
- Collaborated with technical teams to resolve escalated customer inquiries efficiently.
- Provided in-depth product knowledge to educate customers on service features and benefits.
- Analyzed customer feedback to identify common issues, driving enhancements in service delivery.
- Mentored junior engineers, promoting best practices in troubleshooting and customer interactions.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Explained complex technology-related issues in understandable terms to customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Resolved customer inquiries through troubleshooting and technical support for telecommunication services.
Education
High School Diploma -
Harper Archer
Atlanta, GASkills
- Customer support
- Repair work
- Troubleshooting and diagnosis*P2P,MPLS,VPN,WAVE/CISCO-JUNIPER
- Quality standards
- Cross-functional collaboration
- Device configuration
- Escalation support
- Customer service
- Time management
- Remote technical support
- Incident management
Timeline
Customer Support Engineer
Sprint/T-mobile/Cogent Communications
05.1999 - 03.2026
High School Diploma -
Harper Archer