Shawna Douglas

2022- 2023 High Level Projects

• The establishment of two new Mental Health Medical offices (one in Modesto and one in Lathrop)
• Modesto Emergency Department Expansion (the addition of two new PODS)
• Modesto Radiology Department Enhancements.
• I orchestrated the return of 15 departments from remote work to the office once the COVID-19 situation became manageable.

Achievements

• Service Area maintained a 100% success rate on all IT related projects from 2018-2023.
• Team maintained a 95% on all Service Level Agreements pertaining to Service Now incidents and work orders.

Achievements

• Bomgar Remote Support Tools SME: Reduced the need for on-site visits by 60% while maintaining high customer satisfaction in our Service Area.
• Streamlined Repair and Maintenance Processes: Decreasing average repair time by 50% through efficient procedures.
• Developed Standard Operating Procedures: Documenting and posting IT processes in Remedy knowledge base , ensuring consistency and efficiency throughout the team.

• Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
• Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
• Enhanced user productivity, training employees on use of new applications and system features.
• Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.