SARA E. CERVANTES
Addison,IL
Summary
IT Support Analyst with 3+ years of enterprise helpdesk experience troubleshooting access, application, hardware, software, account, and connectivity issues for distributed end users. CompTIA A+ certified with experience in incident escalation, technical documentation, system configuration, user support, quality assurance testing, recurring-issue analysis, and cross-functional communication. Known for translating technical issues clearly, supporting process improvements, and managing concurrent requests in fast-paced environments.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
IT Analyst
Apex
Arlington Heights, IL
01.2023 - 09.2026
- Acted as a frontline enterprise IT support resource, troubleshooting hardware, software, application, account, access, and system-related incidents for remote end users.
- Investigated incidents for flight attendants, pilots, reservation agents, and airport personnel; prioritized requests, resolved issues, and escalated complex problems to technical teams.
- tested configurations and applied TCP/IP, DNS, DHCP, and VPN fundamentals while troubleshooting connectivity for remote-access device and Honeywell scanner issues.
- Investigated incidents affecting flight attendants, pilots, reservation agents, and airport personnel; prioritized requests, resolved issues within scope, and escalated complex or service-impacting problems to appropriate technical teams.
- Created and maintained troubleshooting guides, knowledge-base content, and support procedures to enhance consistency and expedite end-user resolution.
- Analyzed support patterns, gathered user feedback to identify process improvements and facilitate timely incident resolution.
- Investigated incidents and service requests to surface recurring issues and optimize support workflows.
Outpatient Tech I
Elmhurst Health
10.2021 - 12.2023
- Explained collection instructions to patients and performed approximately 30-45 blood draws per day.
- Developed tracking documents in Word and Excel for specimen transport and operational workflows, enhancing information accessibility.
- Created Word and Excel tracking documents for transported specimens and operational workflows.
- Supported coworkers with hardware and software troubleshooting, documented operational issues, and provided feedback for workflow improvements.
- Instructed patients on collection procedures and performed 30-45 blood draws daily, ensuring accurate sample collection.
Patient Care Tech
Northwestern Medicine
09.2019 - 08.2021
- Performed venipuncture and capillary blood collection while assisting approximately 20-40 patients daily and supporting anxious patients with clear, calm communication.
- Adjusted Epic settings and provided usability support to coworkers, resolving user issues and enhancing workflow.
- Performed Epic settings adjustments and provided system usability support to coworkers, helping resolve user issues and improve day-to-day workflow.
- Managed phlebotomy supplies, tracked vial expiration dates, and updated supervisors on supply status.
Education
A+ -
CompTIA Tech Academy
Chicago09-2022
undefined
ASCP Medical Lab Certification
Glen EllynHigh School Diploma - undefined
Addison Trail High School
Addison01-2014
Skills
- IT Support & Incident Resolution: Technical support, Remote Support, Incident Management, Escalation, Access & Account Support, Hardware & Software Troubleshooting, Root Cause Analysis
- Enterprise Platforms & Devices: ServiceNow, Workspace ONE, Cisco Finesse, Citrix Cloud, FirstNet, Microsoft 365, Outlook, CoPilot, Webex, Windows, Apple/iOS, Epic, McKesson, Honeywell Scanners, Printers
- Systems & Operations: System Configuration, User Acceptance Testing, User Acceptance Support, TCP/IP, DNS, DHCP, VPN, Networking Fundamentals, Change Management
- Documentation & Improvement: Knowledge Base Documentation, Technical Documentation, Process Improvement, Recurring Issue Analysis, Systems Analysis, User Experience Support, End-User Support
- IT asset management
- IT infrastructure
- Data analysis
- User training
Certification
- CompTIA A+
- ASCP Medical Lab Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
IT Analyst
Apex
01.2023 - 09.2026
Outpatient Tech I
Elmhurst Health
10.2021 - 12.2023
Patient Care Tech
Northwestern Medicine
09.2019 - 08.2021
High School Diploma - undefined
Addison Trail High School
undefined
ASCP Medical Lab Certification
A+ -
CompTIA Tech Academy