Sarah Doonan Email & Phone Number

San Antonio, TX, US

Kirkland, WA

• Utilized and maintained user and file permissions in a variety of medical and Microsoft-based systems, including Active Directory, CompNet, Azure, Cerner, Meditech, Imprivata, insurance payor sites, and Centricity
• As the newest addition to a small team of four and a proven quick learner, worked and resolved 42% of all tickets assigned to the group and lowered the total amount of open tickets from 300+ to under 60
• Provided Tier 1-Tier 3 support on systems and accounts, catering to general staff, management, executive leadership, external contractors, and vendors
• Participated in on-call rotation 2 weeks at a time, giving 24/7 assistance for account access to end-users for urgent matters
• Took initiative and directly worked alongside ticketing system (FreshService) engineer to design, edit, and implement changes to forms to reduce frustration and increase clarity for service requests between end-users.
• Elected to compile weekly feedback reports for IT Helpdesk leadership on solutions to hone quality customer service and inter-department collaboration

Kirkland, Washington, United States

• Delivered end-user IT support for over 7000 medical & support staff, fielding 25+ calls per day with an 82% First Call Resolution on average
• Assisted in credential management & account administration for several Electronic Medical Record & office software including Cerner, Meditech, Citrix, GE, Imprivata, Microsoft Azure, & Office 365
• Troubleshoot for over 300 applications
• Disaster mitigation & response
• Authored detailed knowledge base articles tailored to both peers and customers/end-users
• Configure & deploy Windows PCs using tools like SCCM, Active Directory, & Group Policy

Kirkland, WA

• Monitored the health of & recovered critical interfaces through Iguana, Cerner Olympus, & RightFax
• Overnight & weekend IT Help Desk support Provided on-demand immediate support for internal analysts & external Cerner vendors through server cycling, IP reservation, password resets, access revocation (ex. PeopleSoft.
• Disaster response delegation & coordination
• Generated reports from batch jobs & provided to end-users
• Performed & maintained system tape backups & restores Stellar communication, professionalism, & customer support skills noticed by IT leadership which enabled a speedy promotion to IT help desk

Lynnwood, WA

Aiding customers in printing and shipping services, as well as troubleshooting simple file errors and finding complete solutions for clients' projects.

Mill Creek, WA

Assist customers to prepare and assemble Mexico-inspired cuisine catered to their exact taste by using exceptional communication skills. Conduct cash and credit transactions as well as maintaining a clean and welcoming environment for guests.

Associate'S Of Applied Science (Aas), Computer Security & Networking Technician, 3.6

Experience in a variety of networking administration, network security, troubleshooting, and customer service. Accomplished 3.8 or above.

Associate'S Of Applied Science (Aas), Social & Human Services, 3.65

Activities and Societies: Social & Human Services ClubMy long-term goal is to become a high school counselor to help teens and young.