Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
Timeline
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Kaylena Hood

Del City,oklahoma

Summary

Experienced IT technician with a strong background in troubleshooting computer systems, mobile devices, and peripherals. Proficient in enhancing user satisfaction through effective communication and technical support across Windows, Linux, and Mac OS environments. Demonstrated ability to improve help desk response times and user experience through proactive training initiatives. Committed to delivering exceptional customer service and fostering positive relationships with clients.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Help Desk Technician / Open Text Content

CNA Consulting
Del City, OK
05.2025 - Current
  • Delivered technical support for hardware and software issues across diverse locations efficiently.
  • Configured and installed computer systems for new employees and entire departments seamlessly.
  • Collaborated with IT teams to diagnose recurring issues and implement effective solutions promptly.
  • Prioritized and tracked user requests by managing the ticketing system efficiently.
  • Created accounts, reset passwords, configured access to servers, and managed file software access.
  • Maintained comprehensive records, logs, and lifecycle documentation of all work requests meticulously.
  • Regularly updated antivirus protection on computers to ensure optimal security.
  • Designed templates in design programs to enhance paper recognition.
  • Managed document extraction and template editing.
  • Utilize Opentext Content Server, Opentext OTDS, and Opentext Archive Server alongside covering standard help desk and Windows troubleshooting skills for that domain

Concession Stand Volunteer / Lead /Head Cashier

Del City High School
Del CIty, OK
08.2015 - 12.2025
  • Managed concession stand operations for local sports events, ensuring smooth service delivery.
  • Collaborated with team members to optimize efficiency during peak service hours.
  • Prepared and served diverse food and beverage items while maintaining cleanliness.
  • Educated customers on menu offerings, including allergens and dietary considerations.
  • Processed cash transactions accurately at the register to ensure financial integrity.
  • Assisted in inventory management by restocking supplies throughout shifts.
  • Operated cash register efficiently to handle customer orders and payments.
  • Executed closing duties, including restocking inventory and disposing of waste.

Intern at CNA

CNA-Consulting Inc.
Del City, OK
05.2023 - 05.2025
  • Utilize Opentext Content Server, Opentext OTDS, and Opentext Archive Server alongside covering standard help desk and Windows troubleshooting skills for that domain
  • Conducted research to support strategic decision-making and project implementation.
  • Assisted with event planning, support and execution of virtual and in-person engagements.
  • Helped maintain applicant tracking systems and recruiting metrics.
  • Maintained positive working relationship with fellow staff and management.

Team Lead

Dodgers Stadium
Oklahoma City, Oklahoma
01.2021 - 12.2023
  • Supervised game day operations to ensure seamless venue activities.
  • Managed guest inquiries and resolved issues, improving visitor experience.
  • Coordinated with staff to uphold cleanliness and organization in public areas.
  • Monitored inventory levels and reported shortages for timely restocking.
  • Trained new staff on relevant processes to enhance team proficiency.
  • Delegated tasks according to individual skill sets to optimize productivity.
  • Provided leadership and guidance, ensuring timely completion of tasks to high standards.

Education

High School Diploma -

Del City Highschool
Del City, OK
05-2025

Some College (No Degree) - Human Health Biology / Pre-med Minor in Technology

The University of Oklahoma
Norman, OK

Some College (No Degree) - Just Basic English

Rose State College
Oklahoma City, OK

Skills

  • Technical support and remote assistance
  • Customer service and communication
  • Team leadership and decision-making
  • Inventory management and data analysis
  • Problem resolution and logical reasoning
  • Workflow enhancement and task prioritization
  • Attention to detail and multitasking

Affiliations

Leadership & Involvement

  • President, International Thespian Society – Oversaw chapter activities, coordinated events and productions, and guided members in developing performance and leadership skills.
  • Drum Major, High School Band – Directed rehearsals and performances, led peers in musical excellence, and communicated between students and directors.
  • National Honor Society – Recognized for academic achievement, leadership, and service; contributed to community service initiatives.
  • Student Leadership Programs – Strengthened organizational, communication, and problem-solving skills through active involvement in school leadership activities.

Languages

Italian
Limited
French
Elementary

Accomplishments

Honors & Achievements

  • Valedictorian, Del City High School – Graduated top of class with highest academic honors.
  • Superintendent’s Award Recipient (Oklahoma) – Earned two state-level awards for excellence in academics and the arts.
  • Highest-Level Thespian, International Thespian Society – Achieved record recognition as the highest-ranking member in troupe history.
  • Recognized for outstanding leadership across extracurricular programs, including band, theater, and student organizations.

Certification

Certifications & Licenses
  • In Progress: HTML5 & CSS (Self-Study, applied through CNA Consulting projects)
  • Actively pursuing future industry certifications in web development and technical skills.

Timeline

Help Desk Technician / Open Text Content

CNA Consulting
05.2025 - Current

Intern at CNA

CNA-Consulting Inc.
05.2023 - 05.2025

Team Lead

Dodgers Stadium
01.2021 - 12.2023

Concession Stand Volunteer / Lead /Head Cashier

Del City High School
08.2015 - 12.2025

High School Diploma -

Del City Highschool

Some College (No Degree) - Human Health Biology / Pre-med Minor in Technology

The University of Oklahoma

Some College (No Degree) - Just Basic English

Rose State College

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