Gregory W. Brock
BENHAM,KY
Summary
Customer support and technical service professional with over 20 years of expertise in technical support, service desk operations, CRM platforms, and client relationship management. Proficient in Epic EMR support, Salesforce, workflow optimization, and delivering HIPAA-compliant services. Recognized for resolving complex technical issues efficiently, managing support tickets effectively, and enhancing operational efficiency. Committed to fostering positive client relationships while ensuring high-quality service delivery in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Support Desk Analyst
HTC Global Services
11.2026 - Current
- Provide technical support for end users, diagnose and resolve hardware, software, and network issues.
- Manage support tickets and ensure timely resolution.
- Document incidents and collaborate with internal teams to resolve complex problems.
- Support Epic EMR users with troubleshooting access, workflows, printing, and application issues.
Customer Service Advocate
Concentrix / United Healthcare – Saferide Project
04.2025 - 10.2025
- Support United Healthcare members with scheduling and modifying non-emergency medical transportation.
- Resolve escalated service issues while ensuring compliance with HIPAA regulations.
- Coordinate logistics with vendors, improving response times and member satisfaction.
Technical Support Representative
EMS LINQ
03.2021 - 03.2025
- Resolved client technical issues efficiently, reducing repeat calls and improving resolution rates.
- Managed cases using Salesforce CRM, boosting client engagement through proactive follow-up.
- Authored knowledge base content, increasing self-service adoption.
Technical Support Representative
Heartland School Solutions
07.2018 - 03.2021
- Delivered software and hardware troubleshooting with high first-call resolution.
- Used SQL scripts to restore databases and correct errors, enhancing system efficiency.
Education
MBA -
Purdue University Global
BA - Film
Full Sail University
Skills
- Epic EMR Support
- Technical Support
- Salesforce CRM
- SQL
- HIPAA Compliance
- Workflow Optimization
- Customer Service
- Problem Solving
- Team Collaboration
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Team collaboration and leadership
Timeline
Support Desk Analyst
HTC Global Services
11.2026 - Current
Customer Service Advocate
Concentrix / United Healthcare – Saferide Project
04.2025 - 10.2025
Technical Support Representative
EMS LINQ
03.2021 - 03.2025
Technical Support Representative
Heartland School Solutions
07.2018 - 03.2021
BA - Film
Full Sail University
MBA -
Purdue University Global