Anthony Florence Jr
New York,NY
Summary
Experienced technical professional with a sustainable background in driving customer service, technical support efforts, business development, cyber security, team building, compliance and tech innovation. Overall objective is to help businesses scale while maintaining tech innovation while collaborating with cross functional teams to meet project timelines.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst Tier 3
Iron Bow Technologies
06.2021 - 09.2023
- Provide expert technical guidance and solutions to complex challenges while enabling sustained analytics transformation for clients.
- Support teams of Senior/Engagement Managers and Consultants in executing cutting edge technical analytical solutions and capabilities for clients.
- Initiate new client engagements and relationships, while coaching teams to do the same.
- Analyze clients business to generate insights, develop recommendations, and present to clients and management.
- Help teams solve complex technical problems using conventional and new age data sources also including cutting edge advanced analytical techniques
- Build trusted relationships with internal and external customers to become trusted technical partner, providing leadership and strategic guidance
- Collaborated with cross functional teams to ensure seamless integration of new systems and technologies.
- Be accountable for a book of business of client accounts, including growth strategy, P&L management, resource planning, and client escalations.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
Technical Support Technician
Jack Henry & Associates
01.2020 - 08.2020
- Provided level 2 troubleshooting, accurately assesses customer's product issue or problem.
- Researched customer problems/issues to increase personal knowledge and familiarity with supported product and to provide highest level of support possible.
- Highlighting current and or most recent changes/upgrades.
- Identified and resolved application and service issues and any other questions that may arise.
- Monitored incoming cases and emails and resolves in accordance with Service Level Standards (SLS).
- Uses available support tools to assist customer and or recreate issues.
- Resolved emergency and unplanned support activities (often troubleshooting meeting room hardware, helping users with urgent laptop issues etc.).
- Supported new hires through configuring and provisioning laptops, initial IT set up and resolved issues.
- Retrieved exiting employee hardware and managing hardware lifecycle to decommission or reuse it.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
Technical Support Advisor
Apple Inc.
10.2018 - 03.2020
- Maintained high level of technical support and customer experience while conducting diagnostic and troubleshooting to Apples well known products such as iPhone, iPad, MacBook and IMAC issues.
- Submitted new updates for tech and operational department in preparation for team compliance meetings, training and new IOS processes
- Lead and supported in cross functional tasks for success of all integrated systems for a better customer experience.
- Recreated new passion for innovation, aligning with Apple's practices of strengthening our commitment to leaving the world better than we found it.
- Quickly diagnosed product issues on the spot, explaining situations with patience and compassion.
- After determining whether repairs can be done or a replacement is needed, I offer solutions to quickly get users up and running again.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Served as the primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Branch Operations Manager
Fifth Third Bank
10.2015 - 03.2018
- Conducted all financial center audits throughout North and Northwest region, ensure all financial centers Retail Risk and Governance documents are following company and FDIC standards
- Making sure all financial center cash levels, quarterly audits and documentation are complying with requirements.
- Responsible for assisting Financial Center Managers (FCM) with development and implementation of staffing and assisting in sales training.
- Lead and supervised risk and operations of teller functions to deliver exceptional customer service and colleague experience to ensure timely completion, quality, and compliance of teller functions.
- Provided feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools.
- Made decisions and resolved issues related to daily operations of teller line, under direction of regional banking management.
- Leveraged interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures.
- Collaborated and consult with branch employees, colleagues, and mid-level managers.
- Coached, motivated, and developed a diverse team of direct reports to achieve full potential and meet established business objectives.
- Trained employees on proper procedures and strategies to improve productivity.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Reduced staff turnover with effective training programs and employee support initiatives.
Education
Associate of Arts - Information Technology
Strayer University
Washington, DCBachelor of Arts - Business Administration
University of Houston - Downtown
Houston, TX12.2014
Skills
- MySQL
- Report Preparation
- Data Recovery
- Strong Technical Acumen
- Technical Consulting
- Strategic Advising
- Information Gathering
- Report Preparation
- SQL and Databases
- Statistic analysis
- Audit Support
- Root Cause Analysis
- System Analysis
Additional Information
PLATFORM SKILLS • Cisco Jabber • Zendesk • ServiceNow • Active Directory • SaaS • MacOS • iOS Operating Systems • Microsoft Offices Suites • AirWatch • MDM
Certification
A+ Certification
Security +
Timeline
Help Desk Analyst Tier 3
Iron Bow Technologies
06.2021 - 09.2023
Technical Support Technician
Jack Henry & Associates
01.2020 - 08.2020
Technical Support Advisor
Apple Inc.
10.2018 - 03.2020
Branch Operations Manager
Fifth Third Bank
10.2015 - 03.2018
Associate of Arts - Information Technology
Strayer University
Bachelor of Arts - Business Administration
University of Houston - Downtown
A+ Certification
Security +
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