Q3 --

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(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 1^st 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 2^nd 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 1^st 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.

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

Telephone Client Support (J. Tarasenko)

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