Data Network Group’s number one core value is SERVICE. Throughout my decade with DNG, excellent customer service has been something we discuss and work on literally every day. With the beginning of 2012, DNG has made several changes to continue to improve our service to each of our clients:

1. Megan has joined DNG as our full-time Service Desk Coordinator. Megan’s primary responsibility is to be primary point of contact for all client requests and to make sure issues are responded to and resolved as quickly as possible. Megan will also be following up on issues to make sure we are providing excellent service. Megan brings a lot of experience in our field, having worked most recently in a similar role for an IT consulting outfit in the mountains of Colorado.
2. We now employ 10 full-time support engineers, 6 on our internal NOC (Network Operations Center) team and 4 on our field service team. Nathan and Julian are the latest additions to our internal team, while Joe and Glenn joined our field team last year. All in all, I believe this is the best support team DNG has assembled in my time with DNG.
3. Michael, whom most everyone knows from his long tenure at DNG, has moved into an account manager position to help provide his clients with direct technology planning, provisioning, and service needs.
4. Quentin has moved from our NOC team to a full time System Administrator role, focused on keeping all client endpoints and networks updated, patched, monitored, backed up, and generally humming as smoothly as possible.
5. Similarly, Rob has been promoted to the role of “Escalation Engineer,” where he will provide an internal escalation point for more challenging issues and help us resolve them more quickly.
6. Lastly, I’ve moved into a Director of Service position, where I have begun managing all our internal support staff. My number one goal is to continue to train and motivate our internal support team as well as to improve our processes in order to deliver the best technology and customer service possible in 2012!