Jd (John) Marshall Email & Phone Number

Denver, Co, Us

Greenwood Village, Co

Greenwood Village, Co

Naperville, Il

Primary focus on support related issues for WOW!’s systems across 13 states.Responsible for communicating changes and information as appropriate across the company, including managing weekly testing at major headendsDaily activities included managing IP video transports, monitoring network health and troubleshooting issues, Video on Demand systems maintenance and content management and DNCS daily maintenance and managementLong term and daily work on projects for new customer premise equipment. Testing equipment both in a lab and production environments extensively. Troubleshooting issues reported by other testers and myself with vendors to launch new products as seamlessly to customers as possibleUsing new and established connections to coordinate with vendors, management, network and headend teams to configure, deploy and support systems including new Video On Demand systems, transport systems including DCMs, BNPs, VIPRs and VMGs

Responsible for support and deployment for over 300 computers in the Illinois region as well as some local servers, the Naperville Avaya Phone Switch, GPS units, Cell Phones (Blackberry, IPhone, Android and Windows Mobile operating systems), Mobile Tablet Computers, as well as the Security Camera Systems across the region Responsible for designing, implementing and communicating policies for the region for many of those systems and verifying compliancePrimary contact for both long and short term Desktop Support, Server related, as well as various regional projects that fall into the "Electronics" category, projects include, but are not limited to, upgrading various pieces of software on every PC in Illinois on a timeline, setting up the security and camera systems at new and existing locations, and currently coordinating with Sprint to fix signal issues in offices across all regionsTrain and coach new employees on systems, how to maintain their systems and work tools, and what Desktop Support's role is in relationship to their position and how we can help. Training and coaching new Desktop Support employees in the skills required to support our internal customers. I have trained five people to date, not including temporary employeesPrimary purchase agent of virtually all internal customer electronics for the region. This includes the design and build of laptops, desktops, and virtually any other electronic or technical device that is requested.

Primary duties include engineering, testing, planning, implementation and ultimately maintenance of Cable Modem Termination Systems (CMTS) and cable modem equipmentSecondary responsibility was Desktop Support.Performed a significant role in a number of critical and often time-sensitive projects including, but not limited to: a major move of our corporate offices and employees, training a number of individuals on CMTS basics, Desktop Support related items, and other LAN related items in a short time, and a very intense migration of our Illinois VOIP customers to a new switch twice

Responsible for supporting field operations through interactive reporting and analysis, including mission critical appointment time complianceGenerated daily, weekly, and monthly statistical reporting at the agent, manager, and entire contact center levels for management reviewCreated and maintained processes and forms related to quality controlManaged projects as assigned, including a redesign of a 40-agent desk layout for the Dispatch contact center, A master database to manage Technician information and provide automated notifications regarding their status to management and Dispatch

Monitored and supported dispatchers with their daily tasks including, but not limited to: monitoring call statistics and problem solvingMaintain quality control/satisfaction standards, coach and develop dispatchers on company policies and procedures

Processed up to 60 inbound calls per dayInvestigated in excess of 30 complex billing investigations per monthHandled accounts that averaged over $50,000 in monthly revenue

Monitored representatives on-call times and handled escalated phone calls when necessaryWas a subject matter expert for technical troubleshooting over the phone which resulted in reduced truck rolls and overall operating cost reductionHandled over 60 technical calls per day in order to maintain a 90% service level to our customers

Served as a management backup and supervised other agents for all Dispatch operations for AmericastResponsible for handling inbound calls from Technicians closing jobs, requesting assistance and customer care agents following up on Technicians for customers

Inventory and device provisioning.

Advanced Dbds Troubleshooting

An in depth class of the inner workings and processes of a CISCO Digital Network Control System.

Unix Fundementals, Unix, Pass

UNIX Fundamentals Course Completed

Installer Course, Pass

NCTI Installer course.

Dncs/Dbds, Activating And Operating A Digital Subscriber Network

Certification, Ms Project 2001 Levels 1, 2, & 3

Graphic Design

Many classes completed towards degree

Not Complete, Graphic Design

Other Credits towards Bachelors at Elgin Community College In Elgin, IL - General Ed courses with a focus on Graphic Design.

Graphic Design

Many classes completed towards degree

1997