Jeff Wheat Email & Phone Number

Fairport, Ny, Us

Rochester, New York, United States

In 2021 Windstream split off a division of their Enterprise customers into a more hands on red carpet treatment department from sales all the way down to Service Activation. I was tapped for this new team.Transitioned to data focused work only in order to provide a specialized high level of success for our customers.Took lead on 2-3 customer activation calls per day each scheduled for 1.5 up to 3 hours along with working same day escalations.Developed a closer relationship with our field tech’s and customers in order to provide them with a higher class of service.Focus was on existing customers turning up new sites into their existing network, hot cuts for bandwidth increases and updated equipment along with moving migrating customers onto our new fiber builds for 10gig upgrades.

Rochester, New York, United States

Performed all the same duties as previous role along with taking on a team lead position.Became trained in sd wan solutions along with more advanced private data routing products.Assist other techs who need escalation support on their calls.Take lead on high level escalation issues keeping customers, project managers and upper management informed. Training of new tech’s in both voice and data provisioning and products.

Rochester, New York, United States

Completed training in Data and Voice over IP solutions and was promoted to Tier 3 Specialist.Take lead on 15-20 scheduled customer activation calls per week.Reviewed complete Data and Voice scope of work with customers, customer vendors, and Windstream on-site field technicians.Make on the fly adjustments/corrections based on customer needs to Data and Voice translations/routing.Configuring cisco and adtran routers as well as dmarc hand off devices (Accedian enid’s) Test and Troubleshoot with customers to ensure all their services are working as expected. Same Voice duties from Tier 1 and 2 job along with all data testing and troubleshooting including routing, site to site private routing, and wireless failover options, trace routing and ping testing and speed tests.Conclude customer’s activation call to verify they are satisfied and informed on how to reach us with any repair issues.Document all testing performed on the call into the order system before closing to billing.While not on activation calls duties are quality reviews for upcoming activations calls along with on the floor assistance for tier 1 and 2 techs.24x7 support in on-call rotation among team for any post activation repair issues.

Rochester, New York, United States

Voice specialist assisting and taking lead on 15-25 scheduled customer activation calls per week.Reviewed complete scope of work with customers, customer vendors, and Windstream on-site field technicians.Make on the fly adjustments/corrections based on customer needs to Voice translations and routing.Test and Troubleshoot with customers to ensure all their services are working as expected. Place test calls, run debugs and call captures, set up customized forwarding, caller ID, voice mail and e911.Conclude customer’s activation call to verify they are satisfied and informed on how to reach us with any repair issues.Document all testing performed on the call into the order system before closing to billing.While not on activation calls duties are quality reviews for upcoming activations calls.24x7 support in on-call rotation among team for any post activation repair issues.

Rochester, New York, United States

High paced order provisioning environment. Readied voice translations for customer cuts and MACD orders. Built translations for enhanced routing profiles. provision analog lines and trunks in 5ESS and Genband switches. Managed least-cost routing projects to move toll free and long distance traffic to different carriers. Process LOAs with outside carriers to help customers migrate to Paetec/Windstream. Engaged on customer turn up calls to make changes or troubleshoot any issues or new requests from clients.

Rochester, New York, United States

Took in order packages from the sales team to process into production / billing systems. Created job steps for all back-office provisioning groups to move customers towards their live activation, followed by pushing them to billing.

Rochester, New York, United States

Managed up to 100 calls daily while entering data into account, troubleshooting customer issues, and entering tickets into network operations center.