Danathen Hughes
Hayward,CA
Summary
ACMT-certified Enterprise Support Technician with over six years of experience in swiftly and efficiently resolving technical issues across Windows, Mac, and Linux platforms. Holds a B.A. in Economics with a minor in History, demonstrating a strong foundation in analytical skills and historical context. Expert in maintaining positive communications with customers and partners, leveraging deep technical knowledge to deliver comprehensive solutions. Proficient in Microsoft Office, Active Directory, and JAMF.
Overview
13
13
years of professional experience
Work History
Enterprise Support Technician
Meta Platforms, Inc.
11.2019 - Current
- Collaborated with cross-functional teams to identify key issues, facilitating smooth communication and driving lasting solutions.
- Mentored and trained junior technicians, enhanced their technical skills and overall team productivity, contributing significantly to their professional development.
- Utilized multiple ticketing systems to manage, escalate, and resolve issues, ensuring timely resolution and high customer satisfaction.
- Excelled in Technical Assistance: Delivered effective remote and in-person support across various platforms and regions, educating end-users on troubleshooting to enhance their understanding and independence.
- Analyzed system logs to identify recurring technical issues and recommended improvements to prevent future disruptions. Improving the reliability of enterprise systems.
- Streamlined team efficiency by conducting weekly assessments of global team backlogs to prioritize tasks, reduce case aging, and enhance overall productivity.
- Presented monthly productivity reports for the NAMER region to leadership, influencing key discussions and strategic decisions during global service reviews.
- Resolved wireless connectivity and internal tool access issues on certificate-based networks, minimizing customer downtime.
- Managed and troubleshot access issues for key applications, including Google Suite, Adobe Creative Cloud, Office 365, and Workplace, ensuring optimal productivity and seamless operation for customers.
IT Helpdesk Technician
Milestone Technologies Inc. / Sony Interactive Entertainment
09.2018 - 11.2019
- Handled and resolved tickets using Salesforce, enhancing resolution times and customer satisfaction.
- Administered user permissions via Okta and managed user accounts in Active Directory, ensuring security compliance.
- Provided multi-office technical support and resolved connectivity and email issues on certificate-based networks.
- Coordinated hardware repairs and replacements, managed loaner laptop systems, and resolved JAMF MDM issues for Mac users.
- Configured workstations tailored to specific needs, incorporating necessary hardware and software.
- Diagnosed and resolved a wide range of hardware and software issues, reducing user downtime and enhancing productivity.
Lead Certified Technician
Aztecnology tecbar
08.2016 - 05.2018
- Planned and coordinated repairs for myself and other technicians
- Trained incoming technicians to ensure attention to detail and adherence to company & Apple policies
- Developed new filing and organizational practices, streamlining repair process and lowering repair times
- Handled sensitive customer information such as passwords and personal data
- Completed complex repairs in a timely manner
Lead Sales Associate
Aztecnology
01.2015 - 05.2018
- Carried out daily and weekly tasks to meet overall goals for our department as set by our manager
- Purchased and handled department office supply inventories
- Created weekly staffing schedules adhering to budgeting practices and employee scheduling necessities.
Engineering Intern
Turpin & Rattan Engineering
08.2011 - 12.2011
- Engineering and office intern responsible for handling general office tasks
- Executed daily tasks assigned to me by my engineering mentor
- Handled email correspondence and checking mail for engineering mentor.
Education
Bachelor of Arts - Economics
San Diego State University
San Diego, CA05.2018
Skills
- Apple Certified Mac & iOS Technician Since 2013
- Mentorship and Training
- Technical Support Proficiency
- Incident Management
- System Analysis and Improvement
- Cross-Functional Collaboration
Timeline
Enterprise Support Technician
Meta Platforms, Inc.
11.2019 - Current
IT Helpdesk Technician
Milestone Technologies Inc. / Sony Interactive Entertainment
09.2018 - 11.2019
Lead Certified Technician
Aztecnology tecbar
08.2016 - 05.2018
Lead Sales Associate
Aztecnology
01.2015 - 05.2018
Engineering Intern
Turpin & Rattan Engineering
08.2011 - 12.2011
Bachelor of Arts - Economics
San Diego State University
Similar Profiles
Mahboobeh Harandi, PhDMahboobeh Harandi, PhD
UX RESEARCHER, MIXED METHODS at Meta Platforms, Inc.UX RESEARCHER, MIXED METHODS at Meta Platforms, Inc.
Orhan E SarginOrhan E Sargin
Controls Engineer at Meta Platforms, Inc.Controls Engineer at Meta Platforms, Inc.
PATRICK MOGLIAPATRICK MOGLIA
Program Manager III - Client Success - New Product Incubation, Shops Ads - Commerce Meta Platforms, Inc. at Meta Platforms, Inc.Program Manager III - Client Success - New Product Incubation, Shops Ads - Commerce Meta Platforms, Inc. at Meta Platforms, Inc.
Alexine Andrea Laxamana LunaAlexine Andrea Laxamana Luna
Long-Term Substitute Teacher – ELA & Social Studies at James Baldwin AcademyLong-Term Substitute Teacher – ELA & Social Studies at James Baldwin Academy
Daniel CortezDaniel Cortez
Production Associate at TeslaProduction Associate at Tesla