Help Desk Specialist

Shayna Thomas

Detroit, MI ***** mobile 313-***-****

**.******.****@*****.*** www.linkedin.com/in/shayna-thomas23 Career Summary

Per Scholas IT Support Graduate. High energy, dedicated, and resourceful IT Desktop Technician with ten years of experience in the healthcare industry where patience and excellent communication skills were gained. Adept in building reliable client connections and providing first-rate customer assistance. Used to multitasking; adaptive and flexible as well as demonstrated success managing many projects, leading teams, and working in collaborative contexts. Willingness to take on additional duties, handle problems, and improve professionally by learning new skills.

Core Competencies

• Troubleshoot: Communicated with end users and administrators to precisely identify and resolve hardware/software problems. Ability to think strategically and analytically in order to quickly create effective workarounds until a long-term solution can be found

• Remote Desktop: Manage networked printer configuration, including printing from servers accessed using remote desktop. proactive, able to recognize, characterize, and carry out remote troubleshooting of computer/technical issues while posing pertinent questions

• Technical Environments: iManage Work DMS applications (Work Server, Work 10, FileSite, DeskSite), Legal desktop (NetDocuments, Microsoft Office, Adobe, Litera), Document import/export tools (native and third-party) as well as Authentication methods and SSO integration Education

Per Scholas IT Support Training Program Detroit, MI February 2023 CompTIA A+ Certification (March 2023) and Google IT Professional Support Certification Sanford Brown College Dearborn, MI May 2011

Medical Billing and Coding Certification

Awards: Perfect Attendance, Dean’s List, and Honor Roll 12-week Externship with Henry Ford OptimEyes Renaissance Location Professional Experience

Marlo Beauty Supply Warehouse Order Picker Ferndale, MI September 2022 - September 2022

● Exceeded Deadlines by 2-3 hours every day shipping out over 400 orders before the end of shift for a week which reduced the budget by over $4,000

● Decreased materials and waste by making sure all cardboard boxes big and small are recycled which reduced maintenance and increased time spent order picking

● Able to share my challenges and frustrations with the team and leadership without it interfering with the job

DTW1 Amazon Fulfillment Associate Romulus, MI August 2019 - August 2022 Positions held: Inventory Control Quality Associate, Order Picker, Outbound Ship Dock, Stow, Amnesty, Damages and Customer Returns, Single Small Item and Multiple Pack, and Team Lead

● Trained and mentored 10 new hires in different departments leading to an 80% retention rate

● Met and exceeded performance goals in the Picking, Sorting, Stowing, and Packing Departments. As well as the ability to function well in a high-paced and at times stressful environment

● Achieve a 45% decrease in merchandise loss by developing and executing new loss prevention protocols

ComForCare Brookdale Assisted Living Caregiver Farmington Hills, MI June 2019 - September 2019

● Under the supervision of the Nurse, I provided direct and indirect care to 12 patients per 8-hour shift, 6 days a week at least 4 patients needed full-service care, and 3 needed basic care

● Integrated a series of mobility therapy programs into the facility’s standard health care plan which helped 5 immobile patients by encouraging them to “walk only a step”

● Motivated staff participation in group activities with residents like movie nights to improve resident and staff engagement by 60%

Kennedy Care In-Home Caregiver Livonia, MI October 2018 - May 2019

● Ensured patient completed 85% of their 5-week care plan (1 week ahead of schedule)

● Built customized nutrition plans for clients of all ages to encourage proper portions, balanced choices, and occasional indulgences

● Organized 5 workshops to train family members to appropriately lift, turn, and reposition their loved ones and employ compassion and patience

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Michigan Department of Health and Human Services Detroit, MI January 2009 - June 2019

● Saved a patient from the long-lasting effects of a stroke by recognizing the early B.E.F.A.S.T signs that a stroke victim is experiencing through careful observation and alerting the doctor immediately

● Expanded length of stay in the program by raising patient satisfaction by 30% over the competition

● Created and implemented an observation plan to precisely determine the onset of dementia in elderly patients

Detroit Board of Education Administrative Assistant Detroit, MI August 2007 - June 2008

● Raised more than $10,000 at annual back to school fundraiser, increasing attendance and media coverage from previous years which helped the school with funding for field trips, extracurricular after school activities, and supplies for everyone throughout the year

● Gained a reputation for working well with different departments, receiving a ‘Team Player’ award

● Provided constant and reliable administrative support to a staff of 20 people in the Elementary and Middle offices where I transformed manual processes into a computerized, well-documented standard operating procedures system (SOP)

Volunteer Experience

Focus Hope 72 hours Detroit, MI November 2022

● Has built and motivated high-performing cross-functional and collaborative teams to pre-pack or box up food items for 100 homebound seniors throughout metro Detroit

● Comfortable operating independently with multiple teams relying on assisting seniors as they pick up their food, help them to their vehicles, or replenish the food on the distribution floor

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