Enterprise Support & Automation Specialist with 15+ Years /analysis

ROBERT SEXTON

St. George, UT 435-***-**** ************@*****.*** www.linkedin.com/in/robertwsexton

Analytical Enterprise Support professional with 15+ years of experience across healthcare systems, SaaS platforms, TPA platforms, technical operations, and business ownership, and I am conversant in ten AI platforms and five coding languages. Known for solving complex system issues, streamlining processes, and supporting enterprise clients in regulated environments (HIPAA). Strong communicator with a proven record of automation, efficiency gains, and cross-team collaboration.

CORE SKILLS

Enterprise SaaS/TPA Administration

User Account & Access Management

Healthcare Systems (HIPAA certified)

Service Desk Plus & Ticket Resolution

Process Improvement & Automation

Technical Documentation

Help Desk

Tech Support Management

Customer Service Management

Customer Service

Technical Support

Data Analysis

TECHNOLOGY SKILLS

AI Systems: ChatGPT, Chatbot AI, Gemini, DeepSeek, Perplexity, Jasper, Midjourney, Stable Diffusion, Lovable, Veo

AI Capabilities: Prompt engineering, AI-assisted research, AI content generation, workflow automation

Marketing / Analytics Tools: Macro Marketer

Productivity & Collaboration: Microsoft Office (2019, 2024), Microsoft Teams

Operating Systems: Windows 10, Windows 11

Programming Languages: C, C++, Visual Basic, SQL, Macro Marketer

Database Tools: SQL Client 2023

PROFESSIONAL EXPERIENCE

SKYGEN USA (Remote) 2022 - 2026 Enterprise Support Representative 06/2023 – 01/2026

Developed custom SQL scripts to support daily Service Desk Plus ticket processing. Managed user account administration, created new account profiles, and assigned group and individual access rights across enterprise systems.

•Led a process improvement initiative to resolve reporting inconsistencies caused by duplicate and merged user accounts; redesigned templates to support accurate account consolidation, streamlining workflows, and strengthening enterprise-wide data integrity.

•Authored and implemented updated protocols for a major client’s daily Exception Reports, improving reporting accuracy and reducing escalations.

•Recognized with “Rock Star” awards for exceptional performance, cross-functional collaboration, and high-impact support in a fast-paced enterprise environment.

Member Services Representative 03/2022 – 06/2023

Member Services Representative handling provider and member inquiries, including claims, eligibility, coverage, and RX concerns. Known for delivering accurate resolutions and high-quality customer service.

•Resolved high-volume inquiries from healthcare providers and members across DC and MD, addressing complex claims, eligibility, coverage, and pharmacy issues with accuracy and efficiency.

•Investigated and resolved claim discrepancies, eligibility issues, coverage limitations, and RX concerns by navigating multiple systems and coordinating with internal teams, improving first-call resolution and reducing repeat contacts.

•Delivered high customer satisfaction by proactively clarifying benefits, explaining coverage details in plain language, and de-escalating sensitive situations, resulting in consistently positive customer feedback scores.

•Earned recognition from management and customers for reliability and professionalism by maintaining strong attendance, meeting performance metrics, and consistently exceeding quality and service standards.

Robert Sexton

HGS, (Remote) Member Advocate 11/2020 – 01/2022

Member Advocate assisting Humana Medicare members with claims, coverage, and enrollment inquiries, leveraging HIPAA expertise and cross-training in claims systems, IPA plans, and Medicare enrollment processes.

•Supported Medicare Advantage and Supplemental plan members by resolving coverage, enrollment, and claims related inquiries, providing accurate guidance and timely issue resolution.

•Safeguarded sensitive medical and personal information by strictly adhering to HIPAA regulations and internal compliance protocols, maintaining 100% data security standards.

•Expanded functional expertise through cross-training on claims systems, enrollment processes, and IPA-based plans, increasing versatility and improving the team's overall support capacity.

•Advanced professionally through completion of additional certifications and training, strengthening technical knowledge and increasing contribution to team performance.

SPS Search Owner Operator 06/2004 – 10/2020

Founded and scaled a technology-driven online marketing company, overseeing full-cycle operations, including strategy, sales, client delivery, payroll, HR, compliance, and customer support. Engineered automated sales funnels and leadprocessing systems that eliminated manual workflows, increased efficiency, and improved conversion rates.

•Developed custom macro-driven automation tools for advertising, lead generation, and client communications, improving campaign performance and response time.

•Recruited, trained, and managed remote sales teams, establishing performance standards and streamlining communication to deliver consistent results.

•Restructured operations during economic downturns by transitioning to scalable automation, reducing overhead, and preserving profitability.

EDUCATION & TRAINING

GlenOak High School – North Canton, OH

COURSIV AI Certificate (2026)

All networking environments and coding languages were self-taught through my own interest and through employment Software Packages Written (early career)

A-Prime (Remote access for PCs with enhanced security features)

FIRST (Fully integrated Retail Sales Tool)

TaskMaster (Enhanced menuing program for first-generation PCs)

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