Florence B.
Senior Technical Support Representative
Open to offersNew to PlatformAbout
Florence B. is a seasoned Technical Support Representative with over five years of experience providing exceptional service and technical solutions. Graduating with a Bachelor of Science in Information Technology from STI College, Florence has leveraged his education to support companies like Electrify America, where he remotely monitored and maintained electric vehicle chargers, assisted field technicians, and managed ticketing systems. At Verizon, Florence provided chat-based technical support, which involved diagnosing hardware and software faults and resolving network issues. His tenure at Uverse involved voice support, handling hardware and software troubleshooting, installations, and configurations. Florence's expertise is backed by his proficiency in tools like Customer Database Systems, Network Diagnostic Tools, and executing comprehensive Technical Troubleshooting. He has also played a role as a Subject Matter Expert, aiding in the training of new hires and providing support on the production floor.
Experience
Technical Support Representative (Chat)
Verizon · 2024 — 2026Delivered technical support by monitoring and maintaining computer systems and networks. Responsibilities included installing and configuring systems, diagnosing and resolving hardware and software faults, and addressing technical issues via phone, email, or remote desktop access.Technical Support Representative
Afni · 2021 — 2022Provided technical support focused on computer systems and networks, including the installation and configuration of systems. Diagnosed and resolved various hardware and software issues through multiple communication channels.Technical Support Representative (Voice)
Uverse · 2018 — 2020Delivered technical support by maintaining and monitoring computer systems and networks. Involved in installing, configuring, troubleshooting, and resolving hardware, software, and application issues through phone, email, and remote desktop tools.Technical Support Representative
Electrify AmericaProvided technical support through remote monitoring and maintenance of electric vehicle chargers. Assisted field technicians with check-in and check-out processes and created new tickets for follow-up tasks based on technician reports and customer service insights. Served as a Subject Matter Expert, aiding in the training of new hires and supporting agents with their assigned tasks.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologySTI College · 2014 — 2018