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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)
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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.