Marcia Smikle
Dallas,GA
Summary
Dynamic technical support professional with extensive experience in leading teams to resolve complex technical issues efficiently. Expertise in fostering team collaboration and delivering reliable, adaptable support to meet diverse client needs. Demonstrated proficiency in troubleshooting, customer service, and effective communication, consistently recognized for reliability and innovative problem-solving. Committed to achieving consistent results and driving success in fast-paced, dynamic environments.
Overview
27
27
years of professional experience
Work History
Senior Technical Support Team Lead
Sprint / T-Mobile / Cogent Communications
Atlanta, GA
04.2011 - 04.2026
- Provided guidance on technical network issues for a team of 20–30+ customer support engineers in a high-volume call center environment.
- Monitored customer satisfaction metrics and team KPIs, implementing strategies to improve service quality and productivity.
- Conducted coaching sessions and ongoing feedback to drive employee development and retention.
- Observed support trends, suggested improvements to workflow and created technical documentation to improve efficiency.
- Served as an escalation point for complex customer issues, ensuring timely and effective resolution.
- Provided frontline technical support across Layer 1, 2, and 3 services within an ACD and email environment.
- Facilitated troubleshooting of network outages, impairments and assisted with service activation and change activities.
- Coordinate with field technicians, carriers, account teams, and external partners to resolve service disruptions.
- Ensure adherence to service-level agreements (SLAs) and real-time repair interval targets.
Tech Support
Sprint
Atlanta, GA
01.1999 - 04.2011
- Facilitated high-volume inbound calls, providing exceptional customer service and resolving inquiries effectively.
- Coordinated efforts between vendors, fixed agencies, direct customers, and network operating centers to address and resolve technical challenges efficiently.
- Managed documentation of customer issues within ticketing system to ensure efficient tracking and resolution.
- Documented troubleshooting processes and interactions to ensure clarity and accountability.
- Liaised with IT department to ensure reliable tech support for all facility operations.
Education
Some College (No Degree) - Liberal Arts
Queensborough Community College
Bayside Queens, NYSkills
- Customer Experience & Support Operations
- Team Leadership & Coaching (20–30 agents)
- Escalation Management & Conflict Resolution
- Training & Development (Instructor-Led & Virtual)
- Process Improvement & Quality Assurance
- Performance Management & KPI Tracking
- Cross-Functional Collaboration
- Excellent Communication (Written & Verbal)
- Time Management & Prioritization
- Tools: MS Office 365, Cisco Systems, and ACD System
- Remote support
- Ticketing system expertise
Timeline
Senior Technical Support Team Lead
Sprint / T-Mobile / Cogent Communications
04.2011 - 04.2026
Tech Support
Sprint
01.1999 - 04.2011
Some College (No Degree) - Liberal Arts
Queensborough Community College