NATASHA JONES
Snellville
Summary
Results-driven Senior Support Engineer with expertise in network troubleshooting and incident resolution. Enhances service delivery through effective communication and cross-functional collaboration, leading to improved customer satisfaction and operational efficiency. Focused on driving company success by leveraging data analysis and team leadership skills.
Overview
19
19
years of professional experience
Work History
Sr. Support Engineer
Cogent Communications
Atlanta
05.2023 - 04.2026
- Managed escalated support cases, ensuring timely resolutions for critical issues to maintain customer satisfaction.
- Troubleshot network issues for enterprise customers, achieving swift resolutions that minimized downtime.
- Collaborated with cross-functional teams to streamline support processes, enhancing service delivery for clients.
- Facilitated communication between engineering teams and clients to streamline support efforts.
- Participated in after-hours on-call rotation, delivering 24/7 support for critical incidents.
- Coordinated with vendors to resolve hardware and software issues efficiently.
- Analyzed customer feedback to refine service offerings and improve support strategies.
- Provided training for junior support engineers on best practices for troubleshooting.
Lead Wireline Technical Support
T-Mobile USA, Inc.
Atlanta
08.2007 - 05.2023
- Supervised over 10 technical support specialists, providing leadership and coaching.
- Motivated team to boost engagement and accountability through professional growth support.
- Resolved complex customer escalations by developing action plans for timely outcomes.
- Led support team efforts in resolving customer inquiries efficiently.
- Collaborated with cross-functional teams to enhance service delivery and response effectiveness.
- Identified and solved operational inefficiencies through root cause analysis.
- Applied advanced time-management strategies to meet tight deadlines in high-volume environments.
- Coordinated training sessions for new staff on company systems.
Education
Master of Science - Organizational Leadership
Southern New Hampshire University
Bachelor of Business Administration -
Strayer University
Skills
- Technical support
- Customer support and troubleshooting skills
- Data analysis and product knowledge
- Data visualization
- Root cause analysis
- User onboarding
- Cross-functional collaboration
- Team management and leadership
- Client engagement
Leadership And Operational Expertise
- Customer Escalation Management
- Team Leadership & Coaching
- Process Improvement
- Performance Tracking
- Cross-Functional Collaboration
- Training & Development
- Time Management
- Interpersonal Communication
- Change Adaptability
Timeline
Sr. Support Engineer
Cogent Communications
05.2023 - 04.2026
Lead Wireline Technical Support
T-Mobile USA, Inc.
08.2007 - 05.2023
Master of Science - Organizational Leadership
Southern New Hampshire University
Bachelor of Business Administration -
Strayer University