Terrance Forbes

Provided computer support and services to the organization and assists customers in resolving technical problems and defining technical needs. Responsible for documentation of assistance requests. Provided first tier support to customers in multiple areas of Information Technology (IT), to include, personal computers (PC), office automation software, general office automation equipment, email, telecommunications, video teleconferencing, Local Area Network (LAN) equipment/services, and specialized applications. Responsible for installation of hardware and software, assisted in maintenance of network operations, and ensure that all inquires and problems concerning networks, computers, peripherals, and services are expeditiously resolved. As a customer service representative, provides guidance and assistance and performs technical support assignments to independently resolve difficult hardware and software problems. Identifies user request or problems and determines the best possible solution by taking actions such as manipulating files, modifying applications programs, developing or modifying system command language control files, or resolving hardware problems.

Responsibilities included receiving help desk calls; maintaining appropriate logs of calls; escalating Service Level Agreements as required assisting with end user questions and problems; installing software and peripherals; driving/operating vehicles in performance of work assignments/responsibilities. May perform LAN/hard disk backups, work on simple IS applications and troubleshoot basic hardware problems. Conducts research on new technology as requested.