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1 1 Customer Service Center (CSC) Management - Telecom Theresa Starling, Manager theresa.starling@illinois.gov Mobile Linda Biddle, Administrative Support linda.biddle@illinois.gov Consultation & Procurement Alex Jones, Manager alex.jones@illinois.gov Mobile Provisioning Services Barry Vaughn, Manager barry.vaughn@illinois.gov Mobile Quality Assurance Nancy Diefenback, Manager nancy.diefenback@illinois.gov Mobile Telecom Help Desk Ken Smith, Manager ken.smith@illinois.gov Mobile The CSS2s assist agency telecom coordinators in development of the appropriate product & service mix to fulfill specific needs. The CSS2 consults on major projects; assists in document preparation for large purchases; coordinates vendor services; & completes special assignments. They analyze the present & future telecommunications needs of an assigned agency & recommend solutions; obtain price quotes for large projects; manage large moves, relocations, & projects; coordinate & schedule training for new installations, upgrades, & large projects; & conduct acceptance walkthroughs to determine quality & functionality of system installations. Agents clarify & process orders; coordinate procurement & installation; & manage inventory of telephone lines, equipment & accessories, voice mail, calling cards, PBX/EKS & key systems, special features, toll free service, pagers, wireless voice & data equipment (including cellular phones, Blackberries, accessories & service plans), & data communication facilities & associated equipment (including fiber optic cabling, internet dialup access, T1s, DSOs, radio transmission circuits, & other types of Telco facilities). Agents monitor order status & update billing information for project completion. Provisioners assist telecom coordinators & work with the CSS2 & appropriate vendor technicians to implement efficient, cost effective service. QA validates & verifies the performance, timeliness & value of the products & services delivered by the CSC & contracted vendors. QA also analyzes information & recommends changes to streamline processes & increase efficiencies. They monitor vendor SLAs & assess appropriate penalties; prepare Methods & Procedures documentation; approve monthly billable repair & statewide maintenance invoices; complete the annual telephone station count true-up process; produce & deliver the telecom service Bulletins; maintain the database of statewide agency telecom coordinators; manage the on-line State Telephone Directory Application; & supervise vendor-provided State Directory Assistance. The CSC provides a telecommunications Help Desk staff to assist with telephone, data, network, wireless & video equipment issues & repairs. They open & complete detailed service tickets; update site & requestor information in the ticketing system; report trouble issues to Local Exchange Carriers (LECs) & other service and/or equipment providers; establish the level of repair priority; monitor service status (escalating as needed); & close service tickets upon satisfactory resolution. Repair calls outside standard business hours are handled by the Communications Management Center (Chicago). Through the CSC & CMC, assistance is provided to agency users 24 X 7 X 365. Springfield
2 2 Customer Service Center (CSC) Consultation & Procurement Alex Jones, Manager Mobile Burchett, Vernon Mobile Fedor, Ed Mobile Freimuth, Richard Mobile Lechowski, Tim Mobile Mitchell, Michael (Mike) Mobile Nuss, Richard (Rick) Mobile Russell, Betty Mobile Springfield
3 3 Customer Service Center (CSC) Provisioning Services Barry Vaughn, Manager Mobile Alsup, John john Beckman, Michael Brooks, Twana Cappellin, Loraine (Lori) Cooley, Tracy Dandridge, Wallace Daniele, Cindy Klies, Lawrence (Larry) LaMaster, Betsy Lee, Theodore (Teddy) Moss, Ellen Nelson, Ian (Sandy) Patton, Chad Vinson, Joel Springfield
4 4 Customer Service Center (CSC) Quality Assurance Nancy Diefenback, Manager Mobile Kaye, Mark Schmid, Jeffrey Mobile Thomas, Marvin Wasilewski, Gary Mobile Springfield
5 5 Customer Service Center (CSC) Telecom Help Desk Ken Smith, Manager Mobile Ball, Coreen Cloyd, Ronald Cook, Joyce Cook, Tracie Flannery, Gerald (Max) Miller, Edwin Springfield
6 6 Customer Service Center (CSC) Management - IT Theresa Starling, Manager theresa.starling@illinois.gov Mobile Linda Biddle, Administrative Support linda.biddle@illinois.gov IT Service Desk Springfield & Chicago Billy Foster, Manager billy.foster@illinois.gov Mobile IT Service Desk Tier 2 Springfield Elizabeth (Liz) McComb, Manager liz.mccomb@illinois.gov Mobile IT Service Desk staff provide assistance to consolidated agencies, boards & commissions under the Governor; process Enterprise Service Requests & Addendums that initiate change requests & assign tasks; delegate tasks to external groups that relocate printers & other IT equipment; request other specialized IT services or assistance; update CMS inventory records; & monitor the customer s satisfaction with services performed. Staff reset passwords & trouble-shoot, diagnose & resolve problems associated with fundamental Tier 1 technology services. Each repair incident is identified, recorded, & categorized (assigned the appropriate priority). Springfield
7 7 Customer Service Center (CSC) IT Service Desk - Springfield Billy Foster, Manager billy.foster@illinois.gov Mobile Armstrong, James james.armstrong@illinois.gov Calcara, Elizabeth (Betsy) betsy.calcara@illinois.gov Coffin, Michelle michelle.coffin@illinois.gov Cole, Patricia patricia.cole@illinois.gov Deal, Richard Dorn, Darrell Finn, Andrea Kindred, Robin richard.deal@illinois.gov darrell.dorn@illinois.gov andrea.finn@illinois.gov robin.kindred@illinois.gov Manring, James (Pete) pete.manring@illinois.gov Morrison, Kristy kristy.morrison@illinois.gov Nance, Dusten dusten.nance@illinois.gov Skeels, Jeffrey jeff.skeels@illinois.gov Smith, Brian brian.l.smith@illinois.gov Smith, Duane duane.r.smith@illinois.gov Standefer, Agnes (Aggie) aggie.standefer@illinois.gov White, Michael mike.white@illinois.gov Zumwalt, Nathan nathan.zumwalt@illinois.gov Springfield
8 8 Customer Service Center (CSC) IT Service Desk Tier 2 - Springfield Elizabeth (Liz) McComb, Manager Tier 2 liz.mccomb@illinois.gov Mobile Brewer, Ken ken.brewer@illinois.gov Cable, Kellye kellye.cable@illinois.gov Call, Brenda brenda.call@illinois.gov Chapel, Lee lee.chapel@illinois.gov Springfield
9 9 Customer Service Center (CSC) IT Service Desk - Chicago Billy Foster, Manager billy.foster@illinois.gov Mobile Damptz, James james.damptz@illinois.gov McFee, Joe joe.mcfee@illinois.gov James, Jermaine jermaine.james@illinois.gov Rogers, Jacqueline jacqueline.rogers@illinois.gov Malone-Oliver, Elizabeth elizabeth.oliver2@illinois.gov Tyler, Lolita lolita.tyler@illinois.gov Springfield
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