Lawrence Patrick Navarro

Experience

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  ETelecare Global Solutions

  Oct 2005 - Dec 2008

  Senior Technical Support Representative

  As a Senior Technical Support Representative, my primary responsibility was to research and provide effective and efficient resolutions for software and hardware-related issues of the client’s accounting software. Aside from this, my other responsibilities were: - Took ownership for resolving client support issues from case logging through management of escalation or resolution - Documented the customer problems as required in the call management system and provide appropriate details/information - Utilized the necessary tools available and other documentation as necessary in resolving or reproducing technical issues - Advocated for providing satisfaction to clients by maintaining a proactive approach with clients - Learned new products and tools and share knowledge with other departments - Supported, promoted, and cooperated with fellow employees in the attainment of Helpdesk goals to provide quality service to the client - Pursued, requested, attended, and conducted when necessary additional training to increase knowledge level in related fields - Increased productivity by continued improvement in efficient troubleshooting methods, and increasing knowledge level in related fields - Read and distributed documentation regarding software and hardware changes and enhancements in order to be able to provide current information to clients and other departments Show less

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  Allscripts

  Jan 2009 - Mar 2011

  Support Analyst

  As a Support Analyst, my primary responsibility was to provide effective and efficient solutions for software-related issues of our Electronic Healthcare Software (EHR) application to our client Columbia University Medical Center. Aside from this, my other responsibilities are: - Take ownership for resolving client support issues from case logging through management of escalation or resolution - Document the customer problems as required in the call management system and provide appropriate details/information - Utilize the necessary tools available and other documentation as necessary in resolving or reproducing technical issues - Advocate for providing satisfaction to clients by maintaining a proactive approach with clients - Provide feedback on product and/or processes to clients and / or Implementation Group - Document application errors encountered in the Enterprise EHR Application - Collaborates with Development Team to identify, reproduce, and document defects or application errors whether caused by end users, application design, and / or behavioral flaw - Ensures adequate beta testing on updates such as Service Packs and Hotfixes before it can be implemented on Live Environment - Working with On-Site Specialists, Field Support personnel and clients to resolve outstanding client issues - Pursue, request, attended, and conduct when necessary additional training to increase knowledge level in related fields - Read and distribute documentation regarding software and hardware changes and enhancements in order to be able to provide current information to clients and other departments Show less

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  Deltek

  Mar 2011 - Mar 2012

  Customer Care Analyst

  As a Customer Care Analyst, primary responsibility is to research and provide effective and efficient solutions for application-related questions from the use of our Government Contracting Software (GCS) to our clients. Aside from this, my other responsibilities are: - Take ownership for resolving client support issues from case logging through management of escalation or resolution - Document the client issues as required in the call management system and provide appropriate and correct details/information - Utilize the necessary tools available and other documentation procedures as necessary in resolving or reproducing client issues - Advocate providing customer satisfaction to clients by maintaining a proactive approach with clients and their concerns - Ensures adequate beta testing on updates such as Service Packs and Hotfixes before it can be implemented on Live Environment - Learn new products that our client uses and tools and share knowledge with other departments - Support, promote, and cooperate with fellow employees in the attainment of Helpdesk goals to provide quality service to the client - Increase productivity by continuous improvement in efficient troubleshooting methods, and increasing knowledge level in related fields - Read and distribute documentation regarding software and hardware changes and enhancements in order to be able to provide current information to clients and other departments Show less

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  Accenture

  Aug 2012 - now

  CIRT ASOC Response Analyst

  As part of the Computer Incident Response Team (CIRT), I receive, document, investigate, and (if necessary) escalate security incidents that may negatively impact the company including data and server breaches, hacking attempts, intrusion, virus infections, and others. Aside from the above mentioned, my other responsibilities include: - Analyze potential network security incidents to identify security breaches - Investigate security breaches and make qualified decisions and recommendations for corrective action - Interface with other teams/projects and organizations/clients as necessary - Help configure, deploy and manage Intrusion Detection Systems (IDS/IPS) and operate a SIEM solution - Appropriately inform and advise management, legal department/s, and marketing/communications department/s on incidents and incident prevention - Encourage, recommend and implement continuous improvement with different processes - Leverage extensive knowledge of communication technology to provide business value for the IT organization Show less