Q3 --

(submitted 4/27/2009)Telephone Client Support (J. Tarasenko)
-     Accomplishments
-    Continued Tier 1 support for VoIP telephones in addition  to traditional phones.
-    CSRs provided on site client support after or during transition for the following DLCs and buildings:
1.       Chemical Engineering
2.       Picower Institute
3.        ROTC
4.       Biology
5.       Biological Engineering
6.       Comparative Medicine
7.       HHMI
8.       Anthropology and Material Science
9.       Architecture
10.    Buildings 1, 7, 11, 13, 54, 56, 66, 68
-    As part of VoIP transition procedures, prepared traditional telephone data templates for: the Broad Institute, COFHE, Facilities, Mechanical Engineering, TLO,  Traditional phones remained in transitioned Buildings, DLCs having less than 10 phones in Buildings and buildings 3, 5, 8, 33, NE47, NW12.
-     Selected Metrics
 -    Processed 353 VoIP RT requests as 1st tier support, this is 66% of cases resolved in the first tier support vs. 59% last quarter; escalated 2% of RT requests(9) to the 2nd tier support; moved 32% of RT requests (172) to the OIS queue for provisioning, etc. which is 7% less than last quarter.  Median of resolution time in the 1st Tier support is down from 40 min to 20 min.
-    Processed 3922 service orders for MAC work, including 1953 transitions from ISDN/Analog to VoIP service which is 300% increase from the last quarter.
-    Generated 458 trouble tickets for ISDN/Analog phones; 419 of them have been dispatched.
      

Q2 -- already submitted


[ 1/26/2009 ]Hi Rob, Here are my team accomplishments for the last quarter. Thank you,
Jana

Telephone Client Support (J. Tarasenko)

-    

Accomplishments

-   Continued Tier 1 support for VoIP telephones in addition to traditional phones.

-   Reduced  weekly VoIP  training session  with Dennis Baron from 1.5 hrs to 1 h.

-   CSRs provided on site client support after or during transition for the following DLCs:

1.        L&P (bldg 32)

2.       LIDS (bldg 32)

3.        CTS (NE25)

4.       History

5.       Carriers Office

6.       DUE

7.       Writing Program

8.       VP

9.       Science

10.    SHASS

11.    Economics

12.    BCS HQ

13.    DCM (bldg 46)

14.    McGovern (bldg 46)

-   As part of VoIP transition procedures, prepared traditional telephone data templates for: Aero-Astro, Chemical Engineering, Civil Engineering, McGovern Institute and buildings

13, 16, 56, 66, W05, W11, W15, W16, W51, W59, W61.

Selected Metrics

-   Processed 220 VoIP RT requests as 1st tier support, this is 59% of cases resolved in the first tier support vs. 49% last quarter; escalated 9 RT requests to the 2nd tier support; moved 142 RT requests to the OIS queue for provisioning, etc. which is 10% lower than last quarter.

-   Processed 2938 service orders for MAC work, including 650 transitions from ISDN/Analog to VoIP service and removing of more than 600 student phones with numbers transitioned to VoIP for future use.

-   Generated 488 trouble tickets for ISDN/Analog phones; 408 of them have been dispatched.



  

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