Computer consulting in your home or place of business. Fifty dollars an hour. One hour minimum charge per visit. After first hour: $12. per 15 minutes. |
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Phone: 570-242-5169 |
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John Hoban
P.O. Box 579
Bartonsville, PA 18321
570-242-5169
jjhban@yahoo.com
A+ Certified IT Technician
SUPPORT SPECIALIST
IT Professional with over 27 years experience. Current Comptia A+ I.T. Technician certification on January 29, 2010.
Computer hardware technician Tech support. Rollout of new equipment including Networks, Software and Hardware.
Windows XP, Windows Vista, Windows 7, Mac OS X Phone and Desk side Support of Hardware, Application Software and Operating Systems.
Most recently Help desk analyst for Sanofi-Pasteur/Sanofi-Aventis.
PROFESSIONAL EXPERIENCE
January 2011 – April 2012
C3i, Inc.
Onsite at Sanofi-Pasteur, Swiftwater, PA campus
Title: Service Desk Analyst
C3i took over the Pomeroy contract with Sanofi-Pasteur.
I kept my same position.
June 2010 – January 2011
Pomeroy Consulting
Onsite at Sanofi-Pasteur, Swiftwater, PA campus
Title: Support Analyst / Help Desk
Support for all Sanofi Pasture User Computers, Applications and Servers in North America and Canada
Responsibilities
Taking calls from over 5,000 clients. Applications supported: SAP, Windows XP/7 , Remedy, Promise, VPN, Beckman LIMS, Alteris, eRoom, Documentum, Microsoft Office, Microsoft Project, Adobe Acrobat, Adobe Acrobat Connect Pro, Outlook, RSA Tokens, Active Directory, Global Policy management, including server and client security and over 200 different software applications. Log onto users machine with Carbon Copy, SCCM.
Here is the job description:
Define and prioritize, solve or refer, track, and escalate End-User problems in accordance with Service Level Agreements. Use automated tools to route, monitor, and track End-User call ticket ownership through closure. Job Summary:
The Service Desk Analyst is responsible for resolving incoming contacts for technical assistance (this may include telephone, walk-in, voice mail, web, chat and email requests). Additionally, the Analyst will participate in and or lead projects as assigned by Service Desk Management. The Analyst will also take direction from the Service Desk Team Lead and Senior Service Desk Analysts.
Principal Responsibilities:
-Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness
-Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels
-Close all resolved end user incidents in the ITSM/Remedy system ensuring the person request is resolved to there satisfaction
-Monitor high severity incidents to ensure resolution within communicated Service Levels
-Assess reported incidents and as necessary, work directly with client service partners for escalation and timely issue resolution.
-Assist Service Desk Management with reporting, analysis or testing tasks
-Contribute current technical information and best practices to the knowledge base
-Liaise with Service Partners to ensure timely resolution of incidents and requests within Service Levels
-Possess business acumen for all clients supported.
Job Requirements
Skills
-Excellent verbal and written communication skills
-Excellent teamwork skills
-Excellent technical skills
-Excellent analytical skills
-Ability to multitask
-Excellent customer service skills
-Problem solving skills
-Organizational skills
-Ability to logically adapt in a dynamic environment
-Ability to perform root cause analysis and determine appropriate course of action.
Month long rollout of new equipment, involving back up, swap and restore of Windows personal settings, PSTs and other personal files.
Also support for students connecting to the college server.
June 1995 - August 1996
Roadway Freight
Tannersville, PA
Dock foreman – Outbound operations. Supervising crew of union men, twelve men loading freight stripped from inbound trailers to outbound destinations.
April 1987 – June 1995
Hoban Consulting
Configured and resold computer solutions. Hardware repair.
October 1985 – March 1987
Compewterware
East Stroudsburg PA
Technician /Salesman
Hardware repair in house and on customer site. Software support. Inside and outside sales.
September 1983 – October 1986
ComputerLand of Allentown
Allentown, PA
Service Technician
Configured and tested new machines, delivered and installed hardware and software at end user locations and trained user.
Troubleshoot and repair hardware, software and PC/ MS-DOS problems, in shop and on-site.
Working with small, medium and large accounts such as Air Products, Bethlehem Steel and Alpo
Hardware repair in house and on customer’s site and software support. Inside and outside sales.
Trained new technicians.
May 1982 – April 1983
R.E.T.S Electronics Technical School
Broomall, PA
Technician
Worked for the school service department while attending.
Assembling test equipment used in classrooms. Printed circuit boards. And mechanical assemblies.
CHI Institute, Broomall campus, was originally established as RETS Electronic School in 1935 in Detroit, Michigan, and relocated to Pennsylvania in 1958. In September 1989, North American Training Services, Inc. acquired RETS and established RETS Education Centers. CHI Institute purchased RETS in 1994. CHI Institute, Broomall campus also has two branch campuses: Kaplan College, Milwaukee campus in Wisconsin, and Career Centers of Texas, Fort Worth campus in Texas.
SPECIALIZED SKILLS
Current Comptia A+ I.T. Technician certification on January 29, 2010
Computer hardware technician
Other certifications and training include, Active Directory, Dreamweaver, various manufacturer computer and Printer repair training.
EDUCATION :
R.E.T.S Electronics Technical School, Broomall, PA
Electronics Engineering Technician
Training in analog and digital circuitry, machine language and BASIC programming. Theory and hands on circuit design and testing.
Graduated April 1983
REFERENCES:
Available upon request
Phone: 570-242-5169
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Your work is to discover your work
And then with all your heart
To give yourself to it.
The Dhammapada