Jon Durst Email & Phone Number

Cary, Nc, Us

Basking Ridge, Nj, Us

Customer Support Professional who excels in executive level customer relations, support to state/federal government and Fortune 500 companies, driving to resolution network outage issues, new product implementation, managing projects and team leadership. Able to multitask effectively. Displays composure in high-pressure situations. Effective in communicating complex solutions to customers and executives. Excellent organizational skills with attention to detail. Recognized for providing outstanding support while consistently improving customer survey scores (Medallia) year over year. Extensive experience managing large teams both on-site and remotely. Experience in working with multiple telecom vendors and carriers as well as salesforce.com (SFDC).

Co-managed the 24x7 VoIP and advanced toll-free technical support group for large corporations and U.S. government with up to 40+ engineers who supported and resolved customer reported troubles. Regularly acted in place of higher level management on technical support calls. Responded to customer escalations. Involved in the successful on-boarding of new customers. Gathered data and produced on-going reports regarding numerous group and individual metrics, demonstrating group effectiveness. Produced detailed post mortem reports for senior management regarding outage resolution. Commonly provided managerial after-hour support on nights, weekends and holidays. Maintained optimal staffing levels for 24x7 support.• Lowered repair metrics while managing the successful merger of two distinct support groups, the Advanced Routing Support and Retail VoIP Repair team, to form the new Complex Voice & IP Solutions Support group. • Oversaw the successful immersion of numerous new technologies and products to the group.• Maintained and improved upon various other group efficiency metrics. • Exceeded Customer Satisfaction survey goals for survey scores in both 2015 (>7.00) and 2016 (>8.00).

Manager, Transition Management Center / Premier Performance Center (PPC), Cary, NC (2000-2006)Promoted to Manager with the added responsibilities that came with the addition of the PPC.This team supported over 250 of the company’s most prestigious customers with on demand Toll Free routing changes 24x7.

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Supervisor, Transition Management Center, Cary, NC (1994-2000)Supervised a technical support group of 15 technicians/engineers who were responsible for managing Toll Free Resporg changes as well as building Multi Manager Applications in the SMS/800 Database, splitting traffic between multiple carriers. Developed technical training documentation. Provided support during live traffic cutovers and post-cutover testing. Prioritized daily workload and produced the group schedule. Managed all hiring and staffing decisions, as well as performance feedback and reviews. Maintained optimal staffing.• Successfully relocated the group from Gaithersburg, MD to Cary, NC.

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Worked as a team lead in the 24x7 800 Support Center (800SC). • Helped create a brand new group in response to the industry-wide toll-free 800 Portability implementation. • Received SMS/800 training and trained other engineers.• Responsible for building all Toll Free Menu Routing applications for high end customers.• Responsible for building multi-carrier routing in the SMS database to support customer’s toll free service traversing 2 or more carrier networks.

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Built and maintained routing for MCI Toll Free and VNET (7digit dialing) for 60 plus customers.• Managed daily requests for routing changes from customers and account teams.• Supported customer testing and turn-ups.• Trained new employees.