My name is Mary Gonka and it has been my privilege to work for WOW! for the past 10 years. My primary responsibility is to oversee our Network Operations Center (NOC) which is located in Naperville Illinois.
The NOC’s overall goal is to monitor and identify potential as well as actual problems and quickly escalate to our internal teams so we can ensure the impact to our customers is as minimal as it can be. We are staffed 24×7, 365 days a year by a team of dedicated and passionate NOC employees who recognize the importance of understanding our network and providing that quick response.
Unfortunately, we know that outages will occur and there are many reasons and numerous levels of impact. There are hardware failures, cable cuts, power outages, just to name a few. There are also times when a failure occurs because of human intervention even though I hate to admit to this. These are the issues that we focus on immediately and intensely so we can learn from them and ensure that if a mistake is made or if a key learning point is identified, we document, train and test so it does not occur again.
Over the past 10 years, we have deployed tools, implemented processes and procedures and gained the appreciation that if 1 customer or 500 customers are affected by an issue, it has to be reacted to and resolved with the greatest sense of urgency. We know that when a customer experiences a service interruption of any kind, it reflects on WOW, no matter what the cause and we will always be looking for ways to improve to ensure you receive a customer experience we know you expect.
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