Marcus Cole Email & Phone Number

Arkansas, United States

Denver, Co

Review escalations, open NOC trouble tickets, resolve issues from layers 1-7 of OSI model for DirecTV's network.

Greater Denver Area

• Premiere Provisioning team based in Denver. We handle the “impossible” regularly. FOC date expedites, installation escalations, service escalations up to Director level all pass over our desks here. Our team motto is “Whatever it takes.” • Level 3 & 4 escalations• Qualification and Validation of Addresses• Project Management• End User and Partner support, education & training. • Manage orders effectively, while prioritizing work queue based on need. This requires the ability to work without being managed.• Vendor & ILEC management• Maintain & manage Service Level Agreement issues• Increase customer retention• ACCOMPLISHMENT: Reduced Aged Orders (from 03/15-05/15 reduced partner orders over 60 days old from 8% to 2%)

Denver, Co

• Premiere Provisioning team based in Denver. We handled the “impossible” regularly. FOC date expedites, installation escalations, service escalations up to Director level all pass over our desks here. Our team motto is “Whatever it takes.”• Level 3 & 4 escalations• Qualification and Validation of Addresses• Project Management• End User and Partner support, education & training. • Manage orders effectively, while prioritizing work queue based on need. This requires the ability to work without being managed.• Vendor & ILEC management

391 S Inverness Parkway, Suite 300

IP5280 now owned by MegaPath. My duties are much the same other than now helping oversee the merger of these 2 companies and platforms while maintaining the same level of service (in some cases improving!) in our technical support department. After the merger was complete I had the following responsibilities: • Performed standard technical support duties, while maintaining a 3.0-4.0 ticket touch per hour average. Owned trouble tickets to completion, or found the department, and agent who could resolve the issue. Denver served as the flagship call-center for the entire company, and the standards we set and lived by were the standards that other centers strove for. • Troubleshot circuits from the Colocation to the Premises to resolve issues. Accessed multiple DSLAM switches of many different types.• Maintained an average of 33 trouble tickets a day (4.125 per hour)• Part of back-office NOC group• Coordinated field repair of circuits and hardware.• Configured and programmed customer premise equipment.• Assisted End Users, Partners, and ILECs manage Layer 1, 2 or 3 issues.

Greater Denver Area

Small monitoring agency specializing in maintaining a customer's internet connection, and providing PRO-ACTIVE support. Often times we resolve a customer's issues before they even know they had them.

Greater Denver Area

• Headed up Legacy Provisioning Department and Technical Support during interim of merger. Previously was Lead Tier 2 Technical Support representative. Handled both sets of responsibilities simultaneously. Prior to merger, was ONLY T2 technical support rep. Supervised Tier 1 group, and did some on the job training to expand the pool of Tier 2 capable technicians. • Extensive hands-on Broadsoft training• Learned leadership and strong teamwork.• Averaged 40 trouble ticket a day. Worked 92% to completion.• MACD – add-ons, changes, RMAs, upgrades, inventory• User education and training• Completed 175+ adds, replacements and conversions per month.• Also acted as in-house technical support for sales & operations teams and the occasional client visit.

• Worked with a large team of specially trained Business Class technical support representatives to provide the best possible customer service and technical support in the industry. • Effectively managed and troubleshot the entire Business Class Product line (TV, Voice, Internet)• Nurtured business relationships with current and new customers.• Served as customers first call resolution source proactively. • Regularly destroyed the expectations of both my employers and customers while striving to meet metrics and find working permanent solutions for our customers. • Handled level 1, 2 and 3 escalations (peers only handled first level escalations)

• Worked with management at every level of running the business. Regularly took the lead in both front end customer service work, as well as backend technical support and repair of customer equipment. • Spearheaded implementation of technology that improved tracking, which reduced operating expenses by 20%• Strategically restructured the parts receiving process which cut time spent ordering/receiving parts in half. • Served as a key leader in effectively contributing 15% annual revenue growth. • Drastically cut down the Technical Resolution Time down from 1 hour to 10 minutes.

Direct dictation from Vice President of AccountingAnswered office phonesFiled all documents and blueprintsMailed out builder invoices

Maintaining all office technology Pulling and filing client foldersInvoicing ClientsAnswer phoneSolved clients complaints

High School Diploma, High School/Secondary Diplomas And Certificates

. Technically graduated; early, but had finished all curriculum 6 months earlier than actual graduation date. Vice President of the speech.

Net+, A+, Others, System, Networking, And Lan/Wan Management/Manager

where I was trained in A+, Net+, PowerPoint and Flash Macromedia. Minor less distinctive classes were taken to supplement core classes..