3_US Cellular State of Wisconsin Support Guide.pdf

UScellular® (USC) SUPPORT GUIDE

FOR THE STATE OF WISCONSIN

UScellular and the State of Wisconsin

Your Account Team at UScellular – Who Does What?

Sales Contacts

Dedicated Care Contacts

Call Center Support and Contact Numbers

First Responder Support Contact Number

SMARSH – Messaging Archiving Platform

Escalation Procedures

Self-Service Portal

Helpful Note https://business.uscellular.com/home/

UScellular and the State of Wisconsin Wisconsin’s motto, “Forward,” reflects the State’s continuous drive to be a national leader. And as you move forward, UScellular will be at your side.

UScellular’s sales and support professionals work together as one unified team to ensure that the State’s needs are met. This includes targeted, dedicated call center support, through which we address and respond to your urgent needs.

Your Account Team at UScellular – Who Does What?

Sales Contacts In addition to overall responsibility for the account, your sales contacts provide guidance and economic analysis, encompassing new purchases and upgrades, products and solutions, and general account- related information and updates. Their expertise applies to core services such as devices, plans, fail- over and back-up; and extends to value-added and emerging solutions such as intelligent IoT, sensor monitoring, Fleet management, mobile device management, POTS line replacement, and others.

Rachel Howe

Public Sector Account Manager

Email: Rachel.Howe@uscellular.com (Please always copy the State of Wisconsin inbox at StateofWI@uscellular.com)

Phone: 262.903.0204

USC Tenure: 11 Years

Office Address: 5117 West Terrace Drive; Madison, WI 53718

• Primary Point of Contact with Overall Responsibility

• Formal Needs Consultation and Pricing Analysis

• Solutions Implementation

• Account Management

Brynna Johnson

Area Sales Manager, Public Sector

Email: brynna.johnson@uscellular.com

Phone: 608-558-3861

USC Tenure: 20 years

Office Address: 5117 West Terrace Drive; Madison, WI 53718

• Executive Leadership

• Escalations

• Strategic Positioning mailto:Rachel.Howe@uscellular.com mailto:brynna.johnson@uscellular.com

Eric Hanzel

Wireless Solutions Architect

Email: eric.hanzel@uscellular.com

Phone: 414-313-4368

USC Tenure: 7 years

• Solutions Expertise

• IT Interface; Technical Consultation

• Liaison with Vetted Solution Partners

• Industry and Application Knowledge

Dedicated Care Contacts Your Care contacts ensure that the administration of your account runs smoothly. They answer billing questions, perform account maintenance and changes, and handle order-related activities (e.g., authorized user changes, plan type changes, report requests, portal-related requests and more).

State of Wisconsin Dedicated Inbox: StateofWI@UScellular.com (Please copy Rachel Howe on all emails to this inbox at rachel.howe@uscellular.com)

The dedicated team behind the inbox:

Emily Rudd Senior Business Care Advocate

Andrea Carney Senior Business Care Advocate

Call Center Support and Contact Numbers Call Center support is in place to address service issues and needs, whether chronic or urgent:

FOR... CALL...

Immediate support for changes, questions, and technical and emergency support

Business and Government Support 800-305-2501

Hours of operation:

Monday through Friday 7am–8pm CST

Saturday 9am–5pm CST

First Responders Dedicated support for critical connectivity solutions and our first responder customers

First Responder Support 877-785-5819

24/7/365

IoT/M2M service troubleshooting (e.g., failover connectivity, fleet tracking, private network LTE, SaaS offerings)

IoT Specialty Support 877-805-7073

24/7/365 mailto:eric.hanzel@uscellular.com

©2024 UScellular

SEL-0758-0724

First Responder Support Contact Number As noted, a special dedicated number is in place for the critical connectivity needs of First Responders:

877-785-5819 (24/7/365).

SMARSH – Messaging Archiving Platform For assistance related to archived messages and retrieval-related needs, support is available by calling 866-762-7741. You may also contact StateofWI@uscellular.com or Rachel.Howe@uscellular.com .

Escalation Procedures Below are escalation points in situations where reported needs or issues are not progressing in a timely or expected manner. Some matters may be more complex, requiring research and/or a longer resolution period.

The USC team will do its best to set expectations and provide interim updates.

LEVEL 1

Rachel Howe Public Sector Account Manager Email: Rachel.Howe@uscellular.com Phone: 262-903-0204

LEVEL 2

Brynna Johnson Area Sales Manager, Public Sector Email: Brynna.Johnson@uscellular.com Phone: 608-558-3861

LEVEL 3

Rob Pineda Head of Public Sector Sales Email: Roberto.Pineda@UScellular.com Phone: 847-732-8349

Self-Service Portal Authorized users have access to a self-service portal through which many account maintenance activities and service requests can be performed. To check on authorizations, or request authorization, please write to StateofWI@UScellular.com, copying Rachel.Howe@uscellular.com.

Helpful Note Depending on the agency, an agency may also have its own Helpdesk process and procedures in place.

mailto:Rachel.Howe@uscellular.com mailto:Brynna.Johnson@uscellular.com mailto:Roberto.Pineda@UScellular.com mailto:StateofWI@UScellular.com mailto:Rachel.Howe@uscellular.com