JAMAL ANTAR
Summary
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.
Overview
2025
2025
years of professional experience
Work History
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
SRT (Self-Responsible Team) Rotating Supervisor & Trainer
AT&T
- Led a team of 10–15 representatives, coaching and evaluating performance
- Conducted training sessions for new hires, ensuring they met company service standards
- Conducted refresher training sessions for employees retuning from disability
- Performed quality audits to maintain high-level customer service performance
Technical Engineer (Tier II)
Cogent Communications
01.2023 - 01.2025
- 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
Wireline Customer Support Specialist (Tier I)
T-Mobile (formerly Sprint)
01.2006 - 01.2023
- 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
Internet Account Executive
BellSouth Advertising & Publishing
01.2004 - 01.2006
- 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
Customer Service Consultant
AT&T
01.1998 - 01.2003
- 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
Education
Bachelor of Arts - Graphic Arts
Central State University
Wilberforce, OHSkills
- 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
Affiliations
Member of Alpha Phi Alpha Fraternity, Inc.
Timeline
Technical Engineer (Tier II)
Cogent Communications
01.2023 - 01.2025
Wireline Customer Support Specialist (Tier I)
T-Mobile (formerly Sprint)
01.2006 - 01.2023
Internet Account Executive
BellSouth Advertising & Publishing
01.2004 - 01.2006
Customer Service Consultant
AT&T
01.1998 - 01.2003
SRT (Self-Responsible Team) Rotating Supervisor & Trainer
AT&T
Wireless Customer Support Specialist (Tier I)
T-Mobile
Bachelor of Arts - Graphic Arts
Central State University
Similar Profiles
DeShawn MurphyDeShawn Murphy
Account Expert at T-MobileAccount Expert at T-Mobile
Basem ShadadBasem Shadad
Mobile Expert at T-MobileMobile Expert at T-Mobile
Delinege KingDelinege King
SMB Major Account Executive at T-MobileSMB Major Account Executive at T-Mobile
Vitona EnVitona En
Mobile Expert at T-MobileMobile Expert at T-Mobile
Aiana BennettAiana Bennett
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors