Sales & Support Escalation Paths

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:

1. Diana Lauer, Senior Manager - Billing Operations
   Diana.Lauer@fusionconnect.com
   Office: 816-300-1481

2. Susan Gould, Director - Customer Care & Billing
   Susan.Gould@fusionconnect.com
   Office: 816-300-1476

3. 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:

1. James Blanchard, Sr. Technician – Team Lead
   JBlanchard@fusionconnect.com
   Office: 216-373-4836

2. Kyle Johnson, Sr. Manager, NOC
   Kyle.Johnson@fusionconnect.com
   Anywhere: 206-508-4476

3. 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:

1. James Blanchard, Sr. Technician – Team Lead
   JBlanchard@fusionconnect.com
   Office: 216-373-4836

2. Kyle Johnson, Sr. Manager, NOC
   Kyle.Johnson@fusionconnect.com
   Anywhere: 206-508-4476

3. 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:

1. Phillip Mellon, Advanced Services Tier 1 - Team Lead
   Phillip.Mellon@fusionconnect.com
   Office: 404-977-4271
   Mobile: 678-416-5462

   Zedrick Hampton, Sr. Technician – Team Lead
   ZHampton@fusionconnect.com
   Office: 404-442-0058

   John Houseman, Sr. Technician – Team Lead
   JHouseman@fusionconnect.com
   Office: 703-621-6286
   Mobile: 703-932-4768

2. Audrey Conrad, TAC Manager
   AConrad@fusionconnect.com
   Office: 678-370-2317
   Mobile: 404-747-8960

   Daryl McPherson, TAC Manager
   DMcPherson@fusionconnect.com
   Office: 703-621-6157
   Mobile: 703-501-6824

3. 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:

1. John Houseman, Sr. Technician – Team Lead
   JHouseman@fusionconnect.com
   Office: 703-621-6286
   Mobile: 703-932-4768

   Douglas Mitchell, Lead, NOC
   Douglas.Mitchell@fusionconnect.com
   Office: 571-449-2657

2. Daryl McPherson, TAC Manager
   DMcPherson@fusionconnect.com
   Office: 703-621-6157
   Mobile: 703-501-6824

3. 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:

1. Sam McCaffrey, Lead, NOC
   Sam.McCaffrey@fusionconnect.com
   Office: 206-584-2845

   Douglas Mitchell, Lead, NOC
   Douglas.Mitchell@fusionconnect.com
   Office: 571-449-2657

   John Houseman, Sr. Technician – Team Lead
   JHouseman@fusionconnect.com
   Office: 703-621-6286
   Mobile: 703-932-4768

   Lish Daelnar, Sr. Supervisor, NOC
   Lish.Daelnar@fusionconnect.com
   Office: 206-257-3803

2. Daryl McPherson, Manager, NOC
   DMcPherson@fusionconnect.com
   Office: 703-621-6157
   Mobile: 703-501-6824

   Kyle Johnson, Sr. Manager, NOC
   Kyle.Johnson@fusionconnect.com
   Anywhere: 206-508-4476

3. 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:

1. David Polzin, Team Lead
   David.Polzin@fusionconnect.com
   Office: 816-300-1013

   Kim Willey, Manager
   Kimberly.Willey@fusionconnect.com
   Office: 620-487-2618

2. Sarah Lackey-Mosiman, Manager - Customer Experience
   Sarah.Lackey-Mosiman@fusionconnect.com
   Office: 816-300-1472
   Mobile: 620-366-2291

3. Jimmy Berry, Director - Technical Support
   James.Berry@fusionconnect.com
   Anywhere: 678-486-8076

4. 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:

1. Todd Ebba, Supervisor
   Todd.Ebba@fusionconnect.com
   Office/Mobile: 678-214-2192

   Sarah Lackey-Mosiman
   Sr. Support. Manager
   Sarah.Lackey-Mosiman@fusionconnect.com
   Office: 816-300-1472
   Mobile: 620-366-2291

   Isac Giackero
   Support Manager
   Isac.Giackero@fusionconnect.com
   Office: 678-370-2225

2. Jimmy Berry, Director - Technical Support
   James.Berry@fusionconnect.com
   Anywhere: 678-486-8076

3. Rod Brownridge, VP - Customer Operations
   Rod.Brownridge@fusionconnect.com
   Office: 703-376-2905
   Mobile: 571-331-8116

Order of escalation contacts:

1. Please contact your Implementation Coordinator.

2. David Bruno, Director - Implementation
   DBruno@fusionconnect.com
   Office: 973-638-2148
   Mobile: 917-559-0577

3. Rosario Pose, Director - Business Process Optimization
   RPose@fusionconnect.com
   Office: 973-638-2129
   Mobile: 908-397-1310

4. Mark Jeary, SVP Service Delivery & Access Management
   Mark.Jeary@fusionconnect.com
   Mobile: 585-506-8463