Donald Hobson

***** ******* *****

Sugar Land, TX 77498

412-***-****

acwth8@r.postjobfree.com

Targeting Level I/II Position

Consistently recognized for troubleshooting skills and cost-effectively resolving challenging issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings.

Proficient in a range of computer systems, languages, tools and testing methodologies.

Education

ITT Technical Institute – Tarentum, PA 12/2010

Associate’s Degree – Computer Network Systems

oGPA: 3.4

Forbes Road Career & Technology Center - Monroeville, PA 06/2003

Computer Information Technology

oGPA: 2.8

Professional Experience

Katy ISD – Katy, TX 8/2016 to Present (Contract)

Desktop Support

Troubleshoot reported issues in-person from tickets received from Help Desk. Reimage, configured and setup Desktops, Laptop, and/or Netbooks for classrooms. Configure Smart Boards and other various peripheral devices for faculty. Move machines between classrooms and offices for faculty.

Highmark – Pittsburgh, Pa 11/2015 to 6/2016

Client Service Desk Analyst

Provided first level phone and in-person troubleshooting and support for various software, hardware and mobile issues to employees. Documented all interactions in HP Service Manager. Escalated problem tickets to proper support group. Reset network passwords and added/removed users via Active Directory. Reset encryption passwords with provided software.

WPAHS – Pittsburgh, Pa 4/2014 to 10/2015

NOC Analyst

Provided first level troubleshooting and support to all WPAHS employees regarding various software, hardware, Citrix and mobile issues via phone, email and remote connection. Documented all interactions in Cherwell Service Management with troubleshooting steps and results. Escalated ticket to proper groups for additional support. (If necessary) Reset passwords and added/removed users via Active Directory. Placed service calls with ComDoc for printer issues. Inventoried new machines and imaged via SCCM.

Burns White LLC – Pittsburgh, PA 9/2013 to 1/2014

IT Support Specialist

Provided first level troubleshooting support to employees via phone and in person contact. Document all calls and in-person situations in Cherwell Service Management with results. Reset passwords via Active Directory. Setup and configure web and phone conferences for staff. Imaged all new machines via SCCM for refresh. Setup workstations for new employees and remove and catalog machine from departing employees. Maintain accurate inventory of all Burns White hardware. Placed service calls to ComDoc for printer issues.

PNC Corporation – Pittsburgh, PA 10/2010 to 4/2013

Help Desk Analyst

Provided 1st level phone support for PNC Bank, National City Bank and BNY Mellon

Employees regarding various technical issues regarding Lotus Notes, Microsoft Windows, Active Directory and various banking applications. Documented all calls within Attachmate Extra and escalated tickets to level 2 support. (If necessary)

ITT Technical Institute – Tarentum, PA 10/2009 to 12/2010

Lab Assistant

Perform routine maintenance functions including software updates, recoveries, diagnostics and installations on faculty and student machines. Used Active Directory to add/remove users from the network and wired labs for student and faculty use.

Contact this candidate