Nick Forbes
Liverpool
Summary
Experienced, self-motivated, positive, passionate, and customer-focused individual with the knowledge and insight to help a company exceed expectations and outcomes.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Help Desk / Desktop Support Specialist
Loretto
2022.10 - Current
- Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed
- Receives and responds to incoming calls, e-mails, and/or work order production system regarding desktop problems
- Responds to requests, isolates problem, determines and implements solution
- Follow up with internal customer
- Provides technical assistance and support related to computer systems, hardware and software applications to ensure full resolution of issues
- Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels
- Escalate unresolved issues to senior IT staff
- Manages or oversees the purchase of PCs, desktop hardware and related products
- Assists with the deployment and maintenance of phone equipment as needed.
Help Desk
Infinit Technology Solutions
2021.12 - 2022.05
- Provide support for Tier 1 and Tier 2 help desk service requests through tickets or by phone
- Provides technical assistance and support related to computer systems
- Ensure all computers have the latest security patches and resolves any issues with computer updates
- Perform on-site analysis, diagnosis, and resolution of desktop problems including off-site company and customer locations as needed.
Customer Service Representative
Spectrum
2019.11 - 2021.11
- Take overflow billing calls and respond and resolve customers billing questions and concerns
- Provide detail-oriented customer service and empathetic support to our customers with a sense of urgency.
Help Desk Support: Tier 1
ORANGETHEORY FITNESS CORPORATE
2017.11 - 2019.09
- Contracted by Tek Partners for three-month software rollout project
- Responds to incoming phone, email or web reported technical issues from internal and external users related to the OT Beat software, and studio computers
- Works with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution.
Education
Liberal Arts & Sciences -
Onondaga Community College
2010.01 - 2012.05
Skills
MS Office
Windows
Troubleshooting
Help Desk
Active Directory
Hardware
- Ticketing system proficiency
- Application support
- Remote Desktop Support
- Virus Removal
- Help Desk Experience
Timeline
Help Desk / Desktop Support Specialist
Loretto
2022.10 - Current
Help Desk
Infinit Technology Solutions
2021.12 - 2022.05
Customer Service Representative
Spectrum
2019.11 - 2021.11
Help Desk Support: Tier 1
ORANGETHEORY FITNESS CORPORATE
2017.11 - 2019.09
Liberal Arts & Sciences -
Onondaga Community College
2010.01 - 2012.05