Sales & Support Escalation Paths
Technical Support: 888-301-1721
Create Fusion Connect Support Ticket
Customer Support
For Billing Inquiries, or “Moves, Adds, and Changes” to your current services:
Create Customer Request Ticket
Fusion Connect: 888-301-1721
Legacy Birch: 888-772-4724
Legacy MegaPath: 877-611-6342
Order of escalation contacts:
-
Diana Lauer, Senior Manager - Billing Operations
Diana.Lauer@fusionconnect.com
Office: 816-300-1481 -
Susan Gould, Director - Customer Care & Billing
Susan.Gould@fusionconnect.com
Office: 816-300-1476 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Technical Support
Repair Team
Create Fusion Connect Support Ticket
Order of escalation contacts:
-
James Blanchard, Sr. Technician – Team Lead
JBlanchard@fusionconnect.com
Office: 216-373-4836 -
Kyle Johnson, Sr. Manager, NOC
Kyle.Johnson@fusionconnect.com
Anywhere: 206-508-4476 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Repair Team
Create Fusion Connect Support Ticket
Order of escalation contacts:
-
James Blanchard, Sr. Technician – Team Lead
JBlanchard@fusionconnect.com
Office: 216-373-4836 -
Kyle Johnson, Sr. Manager, NOC
Kyle.Johnson@fusionconnect.com
Anywhere: 206-508-4476 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Repair Team
Create Fusion Connect Support Ticket
Order of escalation contacts:
-
Phillip Mellon, Advanced Services Tier 1 - Team Lead
Phillip.Mellon@fusionconnect.com
Office: 404-977-4271
Mobile: 678-416-5462Zedrick Hampton, Sr. Technician – Team Lead
ZHampton@fusionconnect.com
Office: 404-442-0058John Houseman, Sr. Technician – Team Lead
JHouseman@fusionconnect.com
Office: 703-621-6286
Mobile: 703-932-4768 -
Audrey Conrad, TAC Manager
AConrad@fusionconnect.com
Office: 678-370-2317
Mobile: 404-747-8960Daryl McPherson, TAC Manager
DMcPherson@fusionconnect.com
Office: 703-621-6157
Mobile: 703-501-6824 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Repair Team
(888) 301-1721, (Option 2)
Order of escalation contacts:
-
John Houseman, Sr. Technician – Team Lead
JHouseman@fusionconnect.com
Office: 703-621-6286
Mobile: 703-932-4768Douglas Mitchell, Lead, NOC
Douglas.Mitchell@fusionconnect.com
Office: 571-449-2657 -
Daryl McPherson, TAC Manager
DMcPherson@fusionconnect.com
Office: 703-621-6157
Mobile: 703-501-6824 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Customer Support
https://my.fusionconnect.com
877-611-6342, (Option 4)
Order of escalation contacts:
-
Sam McCaffrey, Lead, NOC
Sam.McCaffrey@fusionconnect.com
Office: 206-584-2845Douglas Mitchell, Lead, NOC
Douglas.Mitchell@fusionconnect.com
Office: 571-449-2657John Houseman, Sr. Technician – Team Lead
JHouseman@fusionconnect.com
Office: 703-621-6286
Mobile: 703-932-4768Lish Daelnar, Sr. Supervisor, NOC
Lish.Daelnar@fusionconnect.com
Office: 206-257-3803 -
Daryl McPherson, Manager, NOC
DMcPherson@fusionconnect.com
Office: 703-621-6157
Mobile: 703-501-6824Kyle Johnson, Sr. Manager, NOC
Kyle.Johnson@fusionconnect.com
Anywhere: 206-508-4476 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Repair Team
866-424-5100 (Option 2, Option 3)
Order of escalation contacts:
-
David Polzin, Team Lead
David.Polzin@fusionconnect.com
Office: 816-300-1013Kim Willey, Manager
Kimberly.Willey@fusionconnect.com
Office: 620-487-2618 -
Sarah Lackey-Mosiman, Manager - Customer Experience
Sarah.Lackey-Mosiman@fusionconnect.com
Office: 816-300-1472
Mobile: 620-366-2291 -
Jimmy Berry, Director - Technical Support
James.Berry@fusionconnect.com
Anywhere: 678-486-8076 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Repair Team
888-301-1721, (Option 2)
Order of escalation contacts:
-
Todd Ebba, Supervisor
Todd.Ebba@fusionconnect.com
Office/Mobile: 678-214-2192Sarah Lackey-Mosiman
Sr. Support. Manager
Sarah.Lackey-Mosiman@fusionconnect.com
Office: 816-300-1472
Mobile: 620-366-2291Isac Giackero
Support Manager
Isac.Giackero@fusionconnect.com
Office: 678-370-2225 -
Jimmy Berry, Director - Technical Support
James.Berry@fusionconnect.com
Anywhere: 678-486-8076 -
Rod Brownridge, VP - Customer Operations
Rod.Brownridge@fusionconnect.com
Office: 703-376-2905
Mobile: 571-331-8116
Service Delivery Escalation Path
Order of escalation contacts:
-
Please contact your Implementation Coordinator.
-
David Bruno, Director - Implementation
DBruno@fusionconnect.com
Office: 973-638-2148
Mobile: 917-559-0577 -
Rosario Pose, Director - Business Process Optimization
RPose@fusionconnect.com
Office: 973-638-2129
Mobile: 908-397-1310 -
Mark Jeary, SVP Service Delivery & Access Management
Mark.Jeary@fusionconnect.com
Mobile: 585-506-8463