Jeff Silvey Email and Phone Number

Responsible for supporting the Knowledge Management process in the Technology Support Center through review of user submissions and feedbacks, creation and maintenance of knowledge articles, report creation and analysis of article usage, rating, and searches to provide actionable items to problem, development, and leadership teams, ensure Knowledge Centered Support (KCS) methodology is used properly by authors and knowledge base technology, coach and train users on KCS Methodology and Knowledge Management technology, assist in keeping the KCS Coach program running and expanding, and serve as a mentor to KCS Coaches, monitor subject matter experts to ensure article formatting, categorization, and approvals are completed correctly and on time, monitor the self-service portal to ensure articles are easy to find and any updates are completed quickly and accurately, and any additional related tasks associated with function of Knowledge Management.

-Provides Level 1 non-store technical support to users by phone.-Support includes general desktop support, RSA token issues, VPN, and working with Microsoft Office 365.-Connects to user machines remotely using Remote Desktop and Client Tools in Cyber Ark.-Completes tickets efficiently in Service Now.-Escalates user issues through the proper channels as needed.-Monitors internal communication channels for potential changes in a dynamic environment.

-Provides Level 1 non-store technical support to users by phone.-Support includes general desktop support, RSA token issues, VPN, and working with Microsoft Office 365.-Connects to user machines remotely using Remote Desktop and Client Tools in Cyber Ark.-Completes tickets efficiently in Service Now.-Escalates user issues through the proper channels as needed.-Monitors internal communication channels for potential changes in a dynamic environment.

- Provided Help Desk support to users through chat, email, and phone.- Support included working with Active Directory, Exchange, Office 365.- Remote work using Remote Desktop and ConnectWise Control (ScreenConnect).- All tickets worked through Jira Service Desk.- Worked special projects, including making a WiFi heat map of the office using Ekahau HeatMapper.

Investigated subrogation claims to determine liability and collection potential. Negotiated settlements and established appropriate recoveries. Held accountable for individual and team collection goals. Supported field operations in the identification of subrogation claims and preservation of evidence. Trained field personnel at yearly zone meetings around the country. Was promoted to Marine Large Loss Adjuster within the first twelve months.

Responsible for the processing and reporting of client services, including data entry, file maintenance, and report production and distribution. Reconciled invoices for services, assisted with the review and approval of invoices, and compiled statistical data to produce program utilization reports and program reviews. Supported the interface between MIS and Help Line Operations by maintaining communication regarding current client call records.

Investigated, evaluated, and negotiated basic bodily injury and property damage liability claims in a timely and efficient manner using critical attention to detail.

Managed the team who provided support to customers, sales representatives and field support personnel for the company’s proprietary lease comparison software database. Communicated database and personnel issues to the Data Center Director. Worked with the Development and Quality Assurance Departments to implement software enhancements and achieve data accuracy. Conducted interviews and recruited new personnel for various departments in the company.