Fred Vaughn Email & Phone Number

-First-level phone (and occasional onsite) support of Internet and digital cable/IPTV services for approximately 13000 customers.-Backstop for after-hours support issues-Generating trouble tickets for escalation, and following up with customers as needed through completion of tickets.-Provisioning and testing individual Internet equipment (DSL modems, routers, and wireless transponders) for customers.-Assisting Web-hosting customers with navigating and uploading of sites (Apache Unix and FrontPage) as needed.-Administrative liaison (submitting/reviewing paperwork) bet. Technical Support and other departments.-Typical call volume: 20-60 calls per shift.

-First-level phone and online support of dialup (and some ISDN) -Internet services for approximately 11000 customers with 10 rural telephone companies and other vendors nationwide-Served as after-hours technical point of contact with member companies.-Typical call volume: approximately 10 support calls per overnight shift; 30 calls per day or evening shift.-Overnight and weekend emergency (”fastrack”) contact between staff and client companies.-Reported, verified and resolved equipment and customer issues for vendors as needed.

-Edited and upgraded USENET newsgroups database via UNIX script and Web interfaces.-Responded to inquiries from customers and external news administrators regarding USENET newsgroups and other Internet services.-Advised internal administrative and development staff in addressing newsgroups-related user issues.