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Contract 00212 with Satellite Tracking of People for Electronic Monitoring of Offenders
Account Manager also works closely with Martrella Morris,
Director of Training, who has eight years of experience in training,
and Jamie Bennett, Director of Product Support, who has eight
years of experience in call center operations. Ms. Morris is
responsible for the provision of all training and related materials.
Mr. Bennett is responsible for the effective and efficient
operations of the Solutions Center, which provides help
desk/technical support and Monitoring Center services 24 hours a
day, 365 days a year. He also supervises all Solutions Center
Technicians.
9.2
On-Site Service
The Account Manager also receives support from Dave LeJeune,
Jr., VP of Software Systems; Stephen Freathy, VP of Engineering;
and Greg Utterback, Chief Development Officer. Mr. LeJeune is
our technical expert for software development and functionality
and Mr. Freathy is our technical expert for hardware development
and functionality. Mr. Utterback is the lead contact during contract
negotiations. He also maintains contact with the Agency
throughout the term of the contract to ensure we meet and
anticipate its evolving needs.
Our dual-purpose Solutions Center provides secure and
The Vendor shall provide remote diagnostic support and
confidential help desk/technical support 24 hours a day, 365 days
trouble-shooting technical assistance via a toll-free
a year. When authorized Agency personnel need support, they
telephone line 24 hours a day, seven (7) days a week,
including holidays. In the event of technical problems that contact the Solutions Center by email or toll-free telephone or fax.
Solutions Center Technicians respond to all types of requests,
are not resolved from a remote location, the Agency
from answering technical questions to facilitating impromptu
Program Manager, upon request, may require the Vendor
oneon- one training sessions. They provide assistance with all
to provide on-site, technical assistance within 72 hours.
aspects of our monitoring system, including how to use all
hardware and software; understand monitoring data; interpret
maps, notifications and reports; determine the current or historical
location of one or more enrollees; and troubleshoot issues. If
necessary, they can use GoToMeeting® to respond to queries
online.
The Solutions Center has three tiers of help desk/technical support.
Solutions Center Technicians provide Tier I support, resolving
more than 95 percent of the inquiries. If Tier I support cannot
resolve the issue, the technician elevates it to Tier II, where an
analyst works with the user to achieve resolution. In the rare event
Tier III support is needed, our hardware and/or software
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