Jay-Dee Miller Email & Phone Number

Shawnee Ok

Responsible for overseeing and supervising the day-to-day operations of complex customer support functions of Vyve Broadband’s Internet, Video and Phone products/services. In a 24/7 in-bound call center environment.-Supervises, interview and hires technical support representatives.- Coaches, performs correctives as necessary and performs annual reviews.- Provides initial as well as ongoing training and coaching for technical support representatives- Coordinates and scheduled work assignments relating to subscriber inquiries, support calls and complaints/escalations.- Monitors productivity daily/weekly/monthly and reports results to Technical Manager and/or Director.- Determines work procedures, prepares work scheduled and expedites workflows.- Studies, creates and standardizes procedures to improve efficiency of representatives.

Oklahoma City, Oklahoma Area

• The National Service Center Technical Specialists support Inbound customer contact from all Cox Business Service sites on a 24/7 basis, including holidays. • Work independently to handle support for Core and Strategic Customer segments for all VIDEO, VOICE, DATA and HOSPITALITY products that Cox Business provides nationally. • Troubleshoot Customer Premise Equipment, Cox Equipment, and identify and troubleshoot network or plant issues. • Support Cox managed services that include, but are not limited to Webhosting, DNS, Static. CIDR IP, DHCP, Email, and VPN issues. Cable Modem Provisioning/IP and DNS management and troubleshooting, E-mail set-up, Plant and network problem trending, PC/MAC troubleshooting including TCP/IP and hardware, Fiber/HiCap, Metro-Ethernet, CBOB, CBSS and other network+ related issues.• Partner with various local market departments such as NOC, SOC, NTSC, SDC etc., assisting in troubleshooting associated transport systems including Sonet as well as Hi-Cap and Fiber services. • The NSC is the primary point of contact for all National Account Customers, Webhosting Customers, Online Backup Customers, and Security Suite customers.

Handle customer contacts on a day-to-day basis, and often resolve more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1. Create and support automation scripts and applications to aid in system support or utilizing administrative tools or automation of common tasks. Promote collaboration within the team to solve difficult technical issues and act as a mentor to Tier 1 colleagues and perform Root Cause Analysis as needed. Possesses a highly critical and analytic thought process coupled with a very strong technical proficiency.Proactively learn, train and mentor other team members on new product and service technologies, including creating training material and documentation.. Work with other ISD colleagues to deploy new technical services and ensure the system can and will be supported, taking administrative responsibility of IT Services as assigned.Ensure they perform to the defined Service Level Agreement and interact with the customer to provide technical solutions, beyond simple repair or request fulfillment, by collaborating with the customer and other technical colleagues to provide an acceptable technical fix or solution.

Lead IT Department operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources. Developed current infrastructure Support structure which was instrumental in staffing, increased productivity, and reporting standards. Department grew by 65% during my tenure.Benchmarked, analyzed and made recommendations for the improvement and growth of the IT infrastructure and IT systems. Managed financial aspects of the IT Department, including purchasing, budgeting and budget review. Developed and implemented all IT policies and procedures including those for architecture, security, disaster recovery, standards, purchasing, and service provision. Managed IT staffing including recruitment, supervision, scheduling, development, evaluation and disciplinary actions. Created procurement standards for all business units including ordering limits, hardware standards, software licensing, etc. JAY-DEE MILLER - Page Two Negotiated vendor contracts to save cost over-all. Saved the company 15% annually on printer cost and identified discrepancies in vendor charges. Implemented PCI compliance standards and setup offsite vaulting of all sensitive data. Managed 4 locations, 1,000 corporate and field users – Oklahoma City, Houston, Phoenix, Calgary AB, Canada. IT Project Lead for relocation of 3 offices. Supervisor – Store Support Operations

Provided Information Technology Analysis for prospective clients. Provided option of cost per call, or annualized assessment based on client needs. Worked on the source of hardware and software. Selected vendor’s specific to desired upgrades based on location, expertise, and cost. Provided level 2 point of escalation for more involved IT problems.

Conducted staffing, scheduling and performance evaluations of the support staff.Performed necessary research and reporting on a regular basis, and recommended strategic changes to the POS Technical Support Manager. Ensured proper creation, maintenance and quality control with the distribution of all documentation.Directed all projects regarding training and quality inline with HDI compliancy.

Managed electronic documentation and storage for the Help Desk knowledge base.Responsible for content management regarding the Store Systems portal. Consulted with business units to manage a process for assuming new work request efficiently.Developed, executed and rolled out various Help Desk Training Programs. Administered Customer Surveys and provided feedback to facilitate modification or implementation of support policies or practices. Provided escalation services for any work order not in adherence to predetermined service level agreements. Facilitated communications to customers, support teams, and management during large-scale outages.

Implemented quality assurance framework for all POS functions (e-commerce, inbound & outbound, offline, knowledge base, and call tracking/history).Developed store survey’s for benchmark data. Achieved ongoing communication through report analysis. Worked with management to create quality assurance department, then promoted into the first position created. Created all procedures and training documents regarding opportunities facing helpdesk operations.

Built and maintained product displays in compliance with company standards. Maintained appropriate product levels in beverage sections and throughout accounts including shelf allocation and cold equipment. Met customer service expectations through daily communication, problem resolution and appropriate follow-up. Maintained merchandising standards while rotating products each time in designated accounts.