Eric Forbes
Milwaukee,WI
Summary
Experienced System Administrator Manager driving enterprise infrastructure availability, security, and performance. Strengths include incident response, team leadership, performance management, and cross-functional coordination to resolve critical issues and improve service reliability.
Overview
16
16
years of professional experience
Work History
System Administrator Manager
FIS
Brown Deer, Wisconsin
01.2017 - Current
- Oversee enterprise infrastructure operations to maintain availability, performance, security, and reliability of critical systems.
- Managed employee performance, coaching, career development, and workforce planning for the team, enhancing team capabilities and readiness.
- Partner with cybersecurity teams to apply security controls, patch management, and compliance requirements.
- Support escalations and coordinate the resolution of critical issues.
- Mentored systems administration professionals, fostering accountability and driving continuous improvement.
- Promoted collaboration and accountability, enhancing client experience across supporting teams.
Senior Technical Support Representative
FIS
Brown Deer, Wisconsin
04.2014 - 01.2017
- Provided technical support and troubleshooting assistance to customers via phone, email, and chat, ensuring timely issue resolution.
- Coordinated with internal teams to swiftly restore service for FIS customers, minimizing downtime.
- Escalated complex incidents through FIS ticketing workflows and support teams.
- Guided users through application setup, login issues, and password resets.
- Developed comprehensive knowledge base articles for common technical support issues, enhancing team efficiency.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Technical Support Representative
FIS
Brown Deer, Wisconsin
06.2013 - 09.2015
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted users with account access, login errors, and password resets.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Network Technician
Nclgs
Waukesha, Wisconsin
08.2010 - 05.2013
- Installed and repaired network cables to ensure reliable connectivity across company locations.
- Configured and deployed new PCs across company locations.
- Managed and supported mobile devices in collaboration with vendor to streamline communication and productivity.
- Provided technical support to users for hardware and software issues, enhanced user experience and operational efficiency.
Education
Associate of Applied Science - Information Technology
Waukesha County Technical College
Pewaukee, WI05-2010
Skills
- System administration
- Technical and Infrastructure support
- Infrastructure management
- Infrastructure operations
- Incident management
- Incident response
- Team leadership
- Performance management
- Effective communication
Timeline
System Administrator Manager
FIS
01.2017 - Current
Senior Technical Support Representative
FIS
04.2014 - 01.2017
Technical Support Representative
FIS
06.2013 - 09.2015
Network Technician
Nclgs
08.2010 - 05.2013
Associate of Applied Science - Information Technology
Waukesha County Technical College