User:Tsdhack/Harrisburg TSD

The Idea

Harrisburg TSD was started in 1999 after the CellularOne acquisition by the former AT&T Wireless which would change names twice more until the current status of [AT&T Mobility]. The idea of a technical support desk for customer service came about as a result of two cell phone technicians,[Robert Hackenberg]and Todd Miller looking to advance to a management position and seeing that the traditional cellphone equipment was moving away from ["car phones"].

Unknown to one another Robert Hackenberg and Todd Miller interviewed for an opened floor manager position in the expanding customer service department at the time in 1998. Both were turned down for that position and again, unknown to one another, they applied for a customer service rep position and were both hired. At that time, the customer service department had less than 20 representatives and they all knew the background that was being brought into their department. As a result, these two were separated to either side of the room to handle equipment and technical questions and situations.

At this point, a plan was drawn up for a layout for an official support group for customer service in Harrisburg's office and was approved to move forward.

The Birth

With the acquisition complete, the new entity moved to 2550 Interstate Dr. Harrisburg, PA in [Susquehanna Township] off of [Exit 69 of Interstate 81]. The "new" company enjoyed a massive growth in head count that would reach nearly 500 [customer service representatives]. In the Spring of 1999, it was determined that the technical services department, forever known as Harrisburg TSD, would need to expand in order to support the expanding CSR base.

External links

• att.com