Marlene Johnson Email & Phone Number

47 Half-Way-Tree Road, Kingston, Jamaica

● Ensure network outages are assigned to the correct engineers● Network Engineers are advised of outages and tickets are dispatched ● Provide guidance to field engineer to restore broadband service● Broadband faults are analyzed, routed and or cleared

60 Knutsford Blvd, New Kingston, Jamaica

• Manage Broadband/LIME TV faults using ACUT• Provide assistance to field engineer to restore Broadband/LIME TV service • Analyze port configuration on DSLAM to restore subscribers service• Ensure Broadband/LIME TV faults are checked thoroughly, cleared or routed to the appropriate area of responsibility• Directly support subscriber with configuration of modems • Analyze, evaluate network nodes determining the status • Liaise with Tier1 support when network nodes are observed down

2-6 Carlton Crescent

• Provide resolution and directions to field staff to restore ADSL service• Investigate conditions of customer on Broadband Remote Access server.• Checks on DSLAM cross-connection and configuration• Directly support customer with the configuration of the ADSL modems.• Manage fault resolution to ensure restoration time meet company’s SLA. • Ensure all reported faults are checked, routed to appropriate area of responsibility of cleared • Coordinate with Customer Support Manager to resolve ADSL fault• Manage faults on Fault reporting system (Access Care)

2 -6 Carlton Crescent, Kingston 10, Jamaica

• Manages customers’ queries and complaints, efficiently with effective resolution • Customers are provided with timely feedback on progress made in solving problems reported and escalate problems exceeding standard resolution.• Investigating and implementing actions to reduce calls per customer and reducing average handle time • Serve as alert team for Accent to contact when IVD customer care systems experience failure and to disseminate internal bulletins from operations to the Contact Centre.• Prepare bi-weekly call disposition report to Contact Centre's quality teams for review and implementation of corrective actions

2-6 Carlton Crescent

• Ensuring that the Customer Care Centre objectives are maintained i.e. answering 90% of all calls received in 20 seconds and resolve 90% of all queries at first point of contact● Verify and approve adjustments to customer’s accounts within established limits.● Handling customer complaints● Assisting Team leader with administrative duties● Conducting team meetings● Providing training/coaching to agents● Operate Technical helpdesk support for the regions of Jamaica, Cayman Islands, Bermuda and Turks & Caicos● Providing GPRS assistance to mobile customers.● Assisting customer with Internet related issues (Regional support)● Configuring ADSL modems, Blackberry support and CWonline issues● Raising ADSL and Dial up applications

King And Harbour St. Kingston

● Maintenance of customer’s savings accounts.● Clerical Teller

Business Diploma

Bachelor’S Degree, Computing And Management Studies

BSc. in Computing and Management Studies