Customer Service Help Desk

Robert P. Navitsky

Reputation for grace under pressure

HELP DESK SUPPORT Enterprise Networks

Dedicated and results-focused professional with 15+ years of experience distinguished for exemplary customer service

Astute risk analyst and problem solver with advanced technical skills and extensive hands-on background supporting Fortune 1000 clients. Personable, clear communicator and team player; establish quick rapport and inspire trust and confidence in others. Superb manager; resolve critical and escalated issues; and orchestrate multiple, complex and competing demands to consistently exceed expectations.

SKILLS, ABILITIES & ACHIEVEMENTS MATRIX VALUE OFFERED

Core Competencies / Strengths at a Glance:

Help Desk Support Networking Knowledge Base Management Technical Documentation Planning Controls Policies Infrastructure Technical Support Reporting Personnel Compliance Best Practices Performance Improvement

CAREER SNAPSHOTS

LEADERSHIP. Provided help desk support for diverse clients of Farmers Insurance, SecureNetMD, Computer Aid Incorporated (CAI), Bank of America and Comcast.

CUSTOMER SUPPORT: Clear communicator proven adept at explaining direct impacts and long-term consequences for business goals and customer service to accounts including Pfizer and Blue Cross. Earned citations from every employer for commitment to quality service.

TECHNICAL PROFICIENCIES: Offer expertise that includes software/hardware installation, network protocols, configuration and system administration, in addition to knowledge of world-class standards, methodologies, processes, policies and regulations for help desk support.

Tools: Websense Internet Filtering Kana eMail Response Remedy Ticketing System Magic Ticketing System HP Service Manager Ticketing System ConnectWise Ticketing System Microsoft Windows Microsoft SharePoint Microsoft Office Excel PowerPoint Word

CAREER TRACK & PERFORMANCE DRIVING FORCES

Help Desk Support Project Specialist Since 2008

Farmers Insurance SecureNetMD Computer Aid Incorporated (CAI) Newark, DE

Purpose and Scope: Delivered energy, insight and technical acumen required to achieve key performance objectives for this global IT services firm providing solutions to government agencies and industry-leading corporations. Supported Project Managers by executing tasks that included conducting interviews and researching data repositories. Produced, revised, and consolidated technical support documentation.

Organizational Impact Contributions:

Currently retired and seeking part-time employment. Previously provided help desk support for Farmers Insurance from 2016 to 2017, Bayhealth Medical Group and Union Hospital from 2013 to 2016 under contract to SecureNetMD.

Robert P. Navitsky

For CAI: Interviewed outgoing Independence Blue Cross employees for knowledge acquisition project supporting software testers; updated Pfizer Global Command Center closeout documentation.

For CAI: Collaborated with Pfizer managers on a Service Triage project; created and updated CAI SharePoint Knowledge Base articles for Chubb Insurance applications, processes, and procedures.

Completed daily start up checklist that ensured applications were accessible and functioning; responded to Chubb user calls, email and voice mail on application errors, access and inquiries.

Security Analyst: Information Protection Group 2002 - 2008

Comcast Cable West Chester, PA New Castle, DE

Purpose and Scope: Planned and deployed safeguards that maintained integrity and confidentiality of proprietary data for the largest provider of broadband cable services. Implemented and utilized sophisticated information systems security programs, policies, procedures and tools. Answered inquiries and troubleshot problems; determined escalation path for difficult situations. Assessed firewall / FTP requests and internet filtering; defined action items, set priorities, and closed service tickets.

Organizational Impact Contributions:

Created the Comcast Data Transfer & Encryption Guide for employee use/reference for maintaining integrity and confidentiality of proprietary data.

Monitored security policy compliance; detected intrusions and blocked illegal access; remedied service tickets in scanning devices for illegal software installs.

Managed division support center functions and knowledge base key to maintaining enterprise applications; interviewed job candidates, trained and supervised staff in 3 years as Lead Analyst.

Designated Team Lead for online customer account support and Case Resolution Specialist queue assistant for problems in internet connectivity, cable TV and digital voice.

Became member of the 1st Remedy TTS Focus Group and invited to join Remedy TTS Group; made key contributions to the KANA eMail Response Team and VoIP Team.

Customer Service & Support 1986 - 2002

RFC & Associates Newark, DE

Provided assistance to public and commercial clients; executed computation and design work; assisted the business principal with office administration.

LEARNING CREDENTIALS

Associate in Applied Science GPA 3.67 1982

Delaware Technical Community College Wilmington, DE

REFERENCES AND FURTHER DATA PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST

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