Director of Customer Support
ENA provides managed network and technology solutions for school systems, libraries, governments and small to medium sized businesses. ENA was founded with a vision to provide technology solutions that make reaching and using valuable information as easy and reliable as turning on the lights. Since 1996, we have established a reputation as experts in the design, deployment, and operation of broadly distributed networks. ENA created the first statewide K-12 network in the U.S. connecting all schools and school districts in the state of Tennessee , making Tennessee a model for the nation. Today, customers know ENA as a reliable partner with expert knowledge in Internet connectivity, E-Rate and other funding sources, and value-added customized services. Our solutions reflect years of experience in helping our customers radiate success through technology. We have created some of the most extensive and cost-effective municipal communication networks in the U.S. Our customers include organizations within the states of Tennessee, Indiana, Florida, Texas and Massachusetts. Because we understand that superior technology is only as effective as our customers' ability to use it, ENA has developed a reputation for excellence in customer service and support. Every ENA solution includes the support of a seasoned professional services team through each phase of the engagement, including needs analysis, project management, implementation and training. ENA is a world-class technology company dedicated to helping our customers achieve their personal and organization goals.
Experienced operational and people manager with 16+ years of direct supervisory/management experience for various size organizations. Currently at ENA, which is not a typical service provider—we consider ourselves your service partner. Our customer service, experience, demonstrated performance, innovation, and extensive suite of services are significant differentiators that distinguish us. We do not offer limited or generic services that are adapted for a school or library environment. Instead, we design our solutions from the ground up to specifically meet your needs. We understand your unique challenges, we share your passion for empowering the communities you serve, and we give you more complete solutions and support to accomplish your goals. Directing a management team over highly technical set of Customer Support Engineers that support customers and manages vendors in a managed internet solutions company. We provide overall support for a multi-state network, offering Internet Access, Wide Area Network, Voice, Video Teleconferencing and Security Services. We constantly identify new and build upon existing relationships with vendors to ensure that customers needs are met by establishing monthly stewardship meetings. We utilize ITSM and ITIL best practices and track specific KPI Metrics that ensure high levels of customer service while reporting the success of the KPI's directly to executive level management and customers. Specialties: Customer service, employee training and development. Call Center methods, practices, reporting, staffing and functions. ITSM, ITIL Foundations Certified. HDI Support Center Director certified. Telecommunications experience in a multi-state cable, internet and telephone network. Cisco IOS and device knowledge. WAN LAN technology, high speed telecom circuits from T1 to Gigabit Fiber. Experienced in vendor management, vendor escalations and negotiations for ongoing services and SLA's.
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