Kaunda Hughes

• Resolved an average of 125 tickets per month, within a 4 person IT team, providing field technology services to clinics, offices and administrative staff throughout the Southeast Region.
• Used SCCM to deploy applications and images to clients' desktops and laptops.
• Utilized BeyondTrust Remote Support and/or Configuration Manager Remote Control software to remote into clients' desktops and laptops.
• Utilized Active Directory to lookup users and computer hosts and/or create user accounts, groups and manage GPOs
• Provided post-Help Desk support to field locations in accordance with established policies and procedures.
• Onsite, remote installation and configuration of all IT hardware and performed on-site preventive maintenance, according to established company guidelines and standard operating procedures.
• Maintained appropriate equipment inventory.
• Coordinated IT repairs with approved third party vendors.
• Provided support to customers on a variety of IT issues by identifying, researching and resolving technical problems.
• Utilized the Service Now ticketing system to document work efforts and ensure timely resolution of all issues.
• Followed appropriate policy and procedure to configure the desktop environment for all field equipment.
• Assisted users with backing up computer data on network file shares or external media.
• Troubleshot mobile devices and IOS devices.
• Supported facility infrastructure and network hardware cabling.
• Provided on-site support and troubleshooting of network equipment – router, switch and firewalls.
• Detected and remediated viruses and malware on IT hardware.
• Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Updated and replaced outdated drivers and software for computers and office machines.
• Evaluated systems according to predetermined checklist and noted issues.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Installed new equipment and explained operation and routine maintenance protocols to clients.
• Followed safety procedures to avoid injuries in field.

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted staff with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Reset end-user passwords in Active Directory.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Supported and managed privilege and user authorization for students and teachers in Active Directory.
• Resolved 15+ trouble tickets per day through efficient triaging of problems.
• Maintained 95% satisfaction rating with end-users through applied interpersonal skills and providing fast solutions.

Key Achievements

• Solved 98% of Level 2 tech support tickets without needing to escalate to Level 3 tech support.

• Supported staff with basic technical support for current and past software releases.
• Assisted staff with support for hardware, peripherals, network connections, and external software.
• Diagnosed and resolved 20+ computer and printer problems per week in busy Junior High School.
• Supported and managed privilege and user authorization for students and teachers in Active Directory.
• Performed 50+ successful hardware and software repairs per week.
• Reduced downtime for 65+ machines by 22% by scheduling and performing regular maintenance of hardware and software.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Explained technical information in clear terms to promote better understanding for non-technical users.

• Patched software and installed new versions to eliminate security problems and protect data.
• Used diagnostic tools to identify hardware failures and replace non-functional components.
• Linked computers and peripheral equipment to network, including printers and scanners.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Setup user accounts and passwords for staff and students.