Business Review

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The Windstream Team

Meet your dedicated account team at Windstream

Greg Thorsell
Account Director

(617) 475-0015

greg.thorsell@windstream.com

Windstream Enterprise

Anthony Lewis
Sales Engineer

(443) 573-6991 anthony.b.lewis@windstream.com Windstream Enterprise

Ken Meek
Pro Serv Consultant

(919) 538-5339

ken.meek@windstream.com

Windstream Enterprise

Jordan Rabin
Senior Director

(610) 755-4031

jordan.rabin@windstream.com

Windstream Enterprise

Jen Rowan
Customer Success Manager

(703) 880-1028

Jennifer.Rowan@windstream.com

Windstream Enterprise

Doug Stieber
Solution Architect

(312) 806-8587

douglas.stieber@windstream.com

Windstream Enterprise

Kelly Metsis
Pro Serv Consultant

(617) 821-7988

kelly.metsis@windstream.com

Director-Service Delivery

Carl Orleman
VP of Sales & Revenue

(781) 910-2133

carl.orleman@windstream.com

Windstream Enterprise

Windstream Updates

In October of 2023 Windstream announced the merger of it's previously independent Enterprise and Kinetic divisions into one unified organization.

This change allows Windstream to streamline the product portfolio and allow all customers of Windstream to benefit from the collective resources available within the organization.

Transformative Combination Unlocks Significant Value

  • Uniti and Windstream to combine to create a premier insurgent fiber provider with ~$4 billion in revenue and 217,000 fiber route miles covering 47 states within the U.S.
  • New combined company will be well-positioned in rapidly growing market for digital infrastructure services, particularly in Tier II and III markets.
  • Combination accelerates growth, improves competitiveness and removes several dis-synergies and encumbrances, with additional levers for value creation and increased strategic optionality
  • Compelling financial profile with meaningful synergies, enhanced cash flow generation and improved leverage that supports increasing shareholder returns.
  • New combined company will retain the Uniti name and remain headquartered in Little Rock, Arkansas.
  • The existing Uniti executive management team, supported by key members of Windstream’s management team, will lead the
    combined company.

Windstream Support

The WE Connect Portal

Your entire network from a single pane of glass

With WE Connect, our award-winning management portal, you gain immediate access to all the information about your solutions and services to help you manage your endpoints—all from a single pane of glass.

Now routine operational functions like adding users or locations take minutes instead of days, while all network performance data and reports are in a centralized, easy-to-use portal. You’ll get insights by solution, site, device, user and more.

How to Engage Support

  -  Phone:  (800) 869-5106

  -  E-Mail:  support@windstream.com

  -  Online:  https://we.windstream.com

  - WE Connect Customer Admin Portal

  -  Escalation Process Below

Manage all your Services

Whether online or on your mobile device, you can easily view and manage all your Windstream services.

Centralized Management

Perform routine operational functions,​ like adding new users or locations, in moments versus days. See aggregated data across all locations to help identify anomalies requiring corrective action.

Manage Users and Access

Easily add users to access the online WE Connect portal with specified permissions to access certain features such as support only.

Open, View & Escalate Tickets

You can easily engage in a real-time chat session or open a service ticket with our experienced support team.

View and Manage Orders

Easily add products and licenses to your Windstream services through our self service portal.

Manage Invoice & Payments

You can view all your invoices and pay your Windstream bill online.  No need to receive and manage paper invoices moving forward.

Windstream Enterprise Service Assurance Escalation Process

The Enterprise Service Assurance Team is dedicated to providing our customers an efficient process to interact with our team to quickly resolve issues with Windstream products and services.

FOR REPAIRS: The most efficient way to open a ticket is to use the Create a New Service Ticket. You will receive status updates and escalation information on the Service Ticket Request page.

Escalations should only occur when one or multiple of the following conditions are met:

    • An Open Trouble Ticket is required.
    • Please allow 2 hours for out of service issues and 4 hours for degraded service issues before initial escalation.
    • Please allow at least 1 hour for response between escalation levels.

If updates and information are not being received, please go to the Service Ticket Request page to view the ticket to be escalated, and click on “Your Repair Team.”

Windstream OfficeSuite Escalation Contacts

Windstream Enterprise is dedicated to providing our customers an efficient process to interact with our team to quickly resolve issues with Windstream products and services.

OfficeSuite Customer Care: 800.600.5050
Monday – Friday 8 a.m. – 6 p.m. EST

OfficeSuite Billing: Use Live Chat in WE Connect
Monday – Friday 8 a.m. – 6 p.m. EST

Check out the weekly live training sessions HERE.

Customer Copy

Commonwealth of Mass - ELITE Support and Escalation List

Windstream’s 24x7 Elite Technical Support Center provides world-class service by highly experienced analysts located in one of three geographically diverse facilities. The analysts respond to all incidents and service requests from network issues to configuration changes and software updates.

Primary Contact Elite Repair Center:  (800) 600-5050 (option 1)

WE Connect Portal:  https://we.windstream.com

•  Open Tickets
•  View Tickets
•  Escalate Tickets

Elite Escalations

Level 1 - Visit portal or call the Escalation Desk at (866) 260-1615 (option 2)
(if no update after 30 minutes from ticket creation

Level 2 - Escalation Sr Manager at (866) 260-1615 (option 3) wci.service.assurance.staff.manager@windstream.com
(allow 1 hour from level 1)

Level 3 - Director at (508) 658-0630 wci.service.assurance.staff.manager@windstream.com
(allow 1 hour from level 2)

Level 4 - VP at (585) 455-1927 wci.service.assurance.vice.president@windstream.com
(allow 1 hour from level 3)

Check out the weekly live training sessions HERE.

Customer Copy

For Billing or Order Escalation

Your Enterprise Elite Care Specialist is dedicated to helping with billing and service-related account questions include simple move/add/change orders. Each Elite Specialist is committed to provide their assigned customers a world class Windstream experience.

Your assigned Specialist is available by phone or email five days a week during standard business hours. If further engagement is needed for Billing and Account change related requests, the following escalations list can be used for assistance.

Level    Name Office Phone Email
1 Carmen Moore
Supervisor		 877.224.5142 Carmen.A.Moore@windstream.com
2 Liz Applewhite
Staff Manager		 585.340.2607 (O)
585.455.3026 (M)		 Elizabeth.Applewhite@windstream.com

Enterprise Solutions

CONNECT - TRANSFORM - ELEVATE.  Leading through technology transformation—from legacy network products to the latest digital, cloud-based services and solutions. Windstream is a managed solutions provider with a suite of advanced cloud applications that enable government and educational institutions.

Within each segment of our market, there are unique challenges that customers face.  Our team of experts can deliver solutions that address the specific challenges your organization is facing.  Whether its voice, data, or network security, Windstream has the experience to help you deliver.

The Windstream Solution Portfolio

2024 State CIO TOP 10 Priorities

Priority Strategies, Management Processes & Solutions

How do your challenges stack up?​
We understand the challenges faced by state and local government and align our solutions to meet them. (NASCIO)

Challenges

Solutions

Cybersecurity (#1)

Governance; budget and resource requirements; security frameworks; data protection; training and awareness; insider threats; third-party risk 

Legacy Modernization (#4)

Enhancing, renovating, replacing, legacy platforms and applications; business process improvement

Workforce (#5)

Reimagining the government workforce; transformation of knowledge, skills and experience; more defined roles for IT asset management, and service integration.​

Broadband / Wireless Connectivity (#7)

Strengthening statewide connectivity; implementing rural broadband expansion; 5G deployment

Identity & Access Management (#8)

Supporting citizen digital services; workforce access; access control; authentication; credentialing; digital standards

Cloud Services (#9)

Cloud strategy; scalable and elastic services; governance; service management; security; privacy; procurement.

Organizational Partnerships
NASCIO
National Association of State CIO's

Create a government that empowers staff, enhances​ operations & elevates community member experience.

2024 Higher Education TOP 10 Priorities

Priority Strategies, Management Processes & Solutions

Need help executing on your IT Roadmap?​
We understand the specific challenges that Higher Education institutions are facing and as your technology partner, it's our goal to provide you with the guidance and expertise to deploy state of the art technology that allows you deliver the best experience for your faculty and students.

EDUCAUSE 2024

Challenges

Solutions

Cybersecurity (#1)

Governance; budget and resource requirements; security frameworks; data protection; training and awareness; insider threats; third-party risk 

Driving to Better Decisions (#2)

Improving data quality and governance

Admin Cost Reduction (#5)

Streamlining processes, data, and technologies​

Serving Students Anywhere (#6)

Providing universal access to institutional services

Adapting to the Future (#10)

Cultivating institutional agility

Professional Services

Professional Services

Industry Partners

Options within our solution stack to allow us to provide the right solution for your needs. 

Advisory Services

Network Assessment
- Network LAN / WAN
- Performance Analysis
- Network Design
- Optimize & Remediate

Help Desk

Consulting
- Network Design
- Cloud Viability

Deployment Services

Infrastructure Builds
- Hardware
- Network Communications
- Restoration & Remediation

Internal & External Plant
- DMARC
- Fiber
- Conduit

Custom Installations

Managed Services

Managed Network
- LAN / WAN
- Configuration Management
- Change Control

Managed Security
- Cybersecurity as a Service
- Monitoring & Alerting
- Breach Response

Complete Support / Staff Augmentation

Security & Compliance

Security Assessments & Testing
- Pen Testing
- Social Engineering
- Code Review
- Red Team

Compliance
- PCI DSS
- HIPAA

 

The Windstream Value

Building a True Partnership

Our goal is to develop and strengthen a partnership that drives success in both of our organizations. Windstream has been fine tuning its business model to deliver the best suite of solutions, service and support to our customers in the government and education sector.

Leverage our Experience

Well Established

Windstream has been providing advanced technical solutions since 2006.  With over 170K miles of fiber in the ground, WE can optimize all of your cloud-enabled applications.

Strategic Focus

Windstream Enterprise is focused on delivering advanced Cloud-Enabled Connectivity, Communications and Network Security to Government and Higher Education Institutions.

Dedicated Account Team

Develop a relationship where a true partnership is the goal.  We provide depth on the bench to make sure you always have someone at Windstream to connect with.

Subject Matter Experts

Leverage the vast experience of our certified engineers and subject matter experts to design a solution that meets the specific needs of state agencies and higher education.

Project Management

You can expect consistent delivery from a team of certified project managers that are experienced in managing the deployment of complex technical solutions.

Elite support

Reserved for less than 1% of all Windstream customers, All entities that purchase off the ITT72 state contract are automatically enrolled in our elite support program.

Procurement Contracts

In addition to the Massachusetts, Rhode Island , and Connecticut state contracts, Windstream is also proud to be a valued supplier of the member saving MHEC (list), MICTA, and TIPS programs.

WE Connect Portal

As mentioned above, the WE Connect portal provides you real-time visibility and control over all your Windstream services: SD-WAN, Unified Communications, SASE and more.

Connecticut State Contract

The Dept. of Administrative Services Bureau of IT Solutions (BITS) UC Division provides telecommunications, end-user device support and Enterprise collaboration services to the State of Connecticut’s Executive Branch agencies. In collaboration with the DAS Procurement Division, the DAS/BITS Unified Communications Division prepares and evaluates competitive bids, proposals and contractual mechanisms in place for use by Executive Branch agencies.

CSCU

The seventeen Connecticut State Colleges and Universities (CSCU) governed by the Board of Regents for Higher Education offer students an affordable, accessible, high quality option to further their education or career development. The cost-effective procurement of quality goods and services is critical to the ability of the twelve community colleges, four state universities and one on-line college to achieve their mission

Massachusetts ITT72

Windstream is proud to provide Telecommunications Services Categories 2-9, Network Services, Communications Services and Related Equipment under contract by the Massachusetts Operational Services Division (OSD).  This Contract replaces the ITT46 Network Services and ITT50 Converged Voice & Data Communications Systems

MHEC

The Massachusetts Higher Education Purchasing Consortium (“MHEC”) was established to provide efficiencies and cost savings to its members.  Public and private colleges and universities, not for profit charter, technical and vocational schools, municipalities, including elementary and secondary schools, libraries, housing authorities and not for profit educational organizations.

TIPS

TIPS is an acronym for The Interlocal Purchasing System. TIPS is a national purchasing cooperative that offers access to competitively procured purchasing contracts to its membership.  TIPS is housed at and managed by the Region 8 Education Service Center located in Pittsburg, Texas. Save time and financial resources necessary to fulfill bid requirements

MICTA

MiCTA's membership and its purchasing programs have expanded to serve thousands of members nationwide.  MiCTA focuses on providing quality products and services to its members at outstanding discounts.  MiCTA's growth enables its members to access better volume pricing, additional purchasing programs and a growing number of highly desirable vendors.

Massachusetts ITT72

Windstream is proud to provide Telecommunications Services Categories 2-9, Network Services, Communications Services and Related Equipment under contract by the Massachusetts Operational Services Division (OSD).  This Contract replaces the ITT46 Network Services and ITT50 Converged Voice & Data Communications Systems

MHEC

The Massachusetts Higher Education Purchasing Consortium (“MHEC”) was established to provide efficiencies and cost savings to its members.  Public and private colleges and universities, not for profit charter, technical and vocational schools, municipalities, including elementary and secondary schools, libraries, housing authorities and not for profit educational organizations.

TIPS

TIPS is an acronym for The Interlocal Purchasing System. TIPS is a national purchasing cooperative that offers access to competitively procured purchasing contracts to its membership.  TIPS is housed at and managed by the Region 8 Education Service Center located in Pittsburg, Texas. Save time and financial resources necessary to fulfill bid requirements

MICTA

MiCTA's membership and its purchasing programs have expanded to serve thousands of members nationwide.  MiCTA focuses on providing quality products and services to its members at outstanding discounts.  MiCTA's growth enables its members to access better volume pricing, additional purchasing programs and a growing number of highly desirable vendors.

Ocean State Procures (OSP)

OSP is the State of Rhode Island’s eProcurement system for Centralized State Agency and RIDOT solicitations. Most essential is the systems’ ability to promote statewide procurements and transparency through open and equal access to opportunities for new and existing vendors alike, including local and minority and women-owned businesses.

MHEC

The Massachusetts Higher Education Purchasing Consortium (“MHEC”) was established to provide efficiencies and cost savings to its members.  Public and private colleges and universities, not for profit charter, technical and vocational schools, municipalities, including elementary and secondary schools, libraries, housing authorities and not for profit educational organizations.

TIPS

TIPS is an acronym for The Interlocal Purchasing System. TIPS is a national purchasing cooperative that offers access to competitively procured purchasing contracts to its membership.  TIPS is housed at and managed by the Region 8 Education Service Center located in Pittsburg, Texas. Save time and financial resources necessary to fulfill bid requirements

MICTA

MiCTA's membership and its purchasing programs have expanded to serve thousands of members nationwide.  MiCTA focuses on providing quality products and services to its members at outstanding discounts.  MiCTA's growth enables its members to access better volume pricing, additional purchasing programs and a growing number of highly desirable vendors.

Our Commitment

We will support and inspire you.  That's our promise.

The WE will Commitment

    • Rate Lock Guarantee - WE will help you thrive in any economy.
      When you upgrade your legacy services, we will lock in your rates for the life of your contract.
    • Satisfaction Guarantee - WE will ensure your complete satisfaction.
      If you’re not satisfied with how we live up to your expectations within the first year, you can walk away from your contract with no future obligations or early termination fees.
    • Future Technology Guarantee - WE will keep your services up to date and future ready.
      When the next generation of technology becomes available, you can upgrade at no additional cost.
    • 100% Uptime Guarantee - WE will maximize your network and critical application reliability.
      If you experience anything less than 100%, we will credit your account—no questions asked.
    • Connectivity Bonus - WE will deliver industry-leading unified communications and network solutions.
      We’re so confident you’ll love your purchase, we’ll give you up to five months free.
    • Expert Professional Services - WE will simplify your digital transformation.
      Purchase any one of our strategic solutions and get free professional services.

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