Shana Hagedorn
Topeka,Kansas
Summary
Proven expertise in enhancing customer satisfaction and streamlining operations, demonstrated during my tenure with the Kansas Air National Guard. Skilled in technical communication and problem-solving, I successfully implemented training programs that bolstered aviation safety during peacetime and wartime operations. My adeptness in organizational skills and attention to detail consistently resulting in successful military operations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Combat Communications Specialist
Kansas Air National Guard
03.2014 - 03.2024
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance and safety.
Help Desk Technician
Kansas Army National Guard
10.2010 - 03.2014
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
State Partnership Program Administrative Assistant
Kansas Army National Guard
12.2010 - 10.2011
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Reviewed operating budgets periodically to analyze trends affecting budget needs.
- Optimized budget tracking systems, increasing overall efficiency in monitoring expenditures against forecasts.
- Coordinated logistics for large-scale events, including venue selection, catering arrangements, transportation services, and accommodations for guests.
Deputy State Surgeon Administrative Assistant
Kansas Army National Guard
04.2010 - 10.2010
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Prioritized workload effectively under high-pressure conditions while maintaining attention to detail and accuracy in all tasks.
- Assisted clients in navigating complex systems, fostering self-sufficiency and independence.
- Enhanced communication between clients and service providers, ensuring timely access to appropriate resources.
- Established rapport with clients by actively listening, demonstrating empathy, and building trust.
Education
Associate of Science - Electronics Technology
Community College of The Air Force
Bethesda05.2016
BBA - Business
Baker University
Baldwin City, KS05.2012
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Advanced Communication
- Management collaboration
- Technical communication
- Teamwork and Collaboration
- Self Motivation
Certification
CompTIA Security + Certification
Current As of: 01 September 2023
Additional Information
I am a transitioning former military member with strong ties to the community.
Timeline
Combat Communications Specialist
Kansas Air National Guard
03.2014 - 03.2024
State Partnership Program Administrative Assistant
Kansas Army National Guard
12.2010 - 10.2011
Help Desk Technician
Kansas Army National Guard
10.2010 - 03.2014
Deputy State Surgeon Administrative Assistant
Kansas Army National Guard
04.2010 - 10.2010
Associate of Science - Electronics Technology
Community College of The Air Force
BBA - Business
Baker University
CompTIA Security + Certification
Current As of: 01 September 2023
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