Marcus Ferrell Email & Phone Number

Greater Denver Area

5700 Quebec Greenwood Village, CO 80111

Currently overseeing a group of technicians in Colorado and in Missouri in our customer facing 24X7 Network Operations Centers. Product support crosses all technological boundaries in today's markets. Processes, performance evaluations, quality assurance reporting, coaching, development and overall resource management are a large portion of my duties.

The supervisory position is for the 2nd and 3rd shift in the Carrier repair center for XO Communications. This 24/7 center handles customer ticketing issues that are reported via telephone and email from all over the country. These issues relate to the Premier customer level that are experiencing problems with a large number of telecommunication products.

The position is in a 24 by 7 repair center working for a National CLEC repairing customer outages and assist with escalations of premier level customers. Diagnose and repair customer reported troubles within a CLEC environment. Contact and work with customers, respective LEC and internal XO personnel until issues are resolved. Utilize knowledge of T1, T3.

Business Wireless Technical Support provides complex technical support of Sprint's wide array of wireless products and services for the Sprint Business Solutions organization. This position responds to inquiries and concerns related to Sprint/Nextel's business wireless products and services, and strives for one-call resolution. Focused on troubleshooting.

Line Powered Voice Process AnalystThis position entails analysis of data, tier 3 support, training of support staff in HTMT, maintaining a relationship with the partner that allows for growth and development of this new product, written and verbal communication of technical issues, processes and development of Quality Assurance to ensure compliance of.

Position is responsible for the coordination of floor and telephone resources in a 24-hour Technical Assistance Center for the resolution of network and/or technical issues with Internet service providers, technicians and direct end users. Coaching of the floor technicians as well as assisting those individuals with troubleshooting. The position also.

Provide technical support to Covad operations, its partners/Internet service providers and individual end users. Position also requires support of the operations managers within operations. Duties include remote troubleshooting, isolation and resolution of issues reported by partners or end users. This troubleshooting entails the technical ability to.

Floor support for provisioning representatives that handle call center duties related to ILEC and all administrative duties surrounding new processing orders for DSL. Duties required focus on new order problems and service order repair. Directly responsible for the coaching and development of 6 to 10 representatives in the provisioning area.

Responsibilities were to evaluate the telephone calls and incidents that 60-80 representatives handle on a monthly basis. These evaluations were an integral part of monthly performance and coaching follow up provided by the management and leads in the operations divisions. Some travel was required to maintain a direct contact with another center in the.

Duties in this position were to handle the processing of new incoming Digital Subscriber Line orders. These DSL orders encountered technical issues that delayed processing that required the testing and approval of the specialist. The position also required consistent contact with the ILEC in order to ensure the correct processing of these orders. The.

Job duties were specific to handling incoming calls from providers and insured subscribers regarding their benefits and policy utilization. This was a large call center for a major health insurance carrier. The position was designed to provide one stop assistance through the use of an ACD system using prompts for different levels of service. Duties also.

This position was in a busy Worker's Compensation insurance provider call center. The duties required direct contact with policyholders and the claimants that they employed. Policy maintenance & sales work was also a responsibility with a monthly quota. Fielding of questions requiring the interpretation of benefits and the reception of injury claims via.

This position entailed the phone support for a nationwide health insurance carrier. Calls were directed to this group from insurance agents wanting commission information, to employees wanting benefit determinations. There were also duties requiring licensing questions and the reception of new applications for insurance processing.

Supervised a staff of 36 customer service representatives in a 24-hour call center. This group provided basic directory assistance services to US West Cellular customers within the entire state of Colorado. Responsibilities included interviewing candidates for employment, scheduling, payroll reporting, training and management support.

This position required the supervision and scheduling of over 100 customer service representatives in a 24-hour call center for a nationwide burglary alarm-monitoring center. Duties included, sales and evaluation calls to current customers, personnel file maintenance, performance reviews, quality assurance monitoring, disciplinary action and initiation of.