Kara Donehoo

Pittsburgh, PA · kara.donehoo@yahoo.com

Driven, adaptable professional with extensive customer service experience of over 20 years and over 6 years of experience providing virtual client services. Excellent technology and communication skills. Experienced beta tester across multiple platforms and products. Able to provide high-quality service to meet individual needs and organizational objectives while ensuring customer satisfaction and company success.

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Experience

IT Support Specialist

Allegheny County: Department of Information Technology
  • Provide technical assistance and support to end-users regarding computer systems, software, and hardware.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Install, configure, and maintain computer systems and software.
  • Set up and maintain user accounts and permissions.
  • Conduct system upgrades and patches.
  • Collaborate with other IT team members to resolve complex technical issues.
  • Document and update IT support procedures and guidelines.
  • Train users on new technologies and software applications.
  • Maintain inventory of hardware and software assets.
  • Stay up-to-date with the latest trends and advancements in technology.
January 2024 - Present

Director of Client Experiences

Mulberry Photo Werx
  • Act as the primary point of contact for all sales leads and established clients
  • Develop and implement marketing strategies on digital media to drive brand awareness and increase sales
  • Negotiate with media partners and other vendors to facilitate business contracts
  • Foster an outstanding client experience using remote communications tools including email, chat, VoIP, and screen sharing
May 2023 - Present

Client Experience Associate

Xfinity
  • Resolved technical issues with network, telecom, and video services via end-to-end troubleshooting
  • Employed the use of technical tools and experience to complete support tickets to client satisfaction
  • Upheld the company’s client commitments based on operating principles, Net Promoter Score goals, and established quality assurance behaviors as a subject matter expert
  • Nominated to be co-leader of the OUT@Comcast Employee Resource Group (ERG) to enhance employee engagement by creating an environment where everyone, including 2SLGBTQIA+ employees, and their allies feel welcome
May 2017 - December 2023

Shift Supervisor

Rite Aid
  • Supervised and helped store associates with daily operational tasks
  • Assisted clients with their shopping needs and transactions; counted and reconciled cash register drawers
  • Organized merchandise and created displays according to plan-o-gram while also following safety protocols
  • Performed proper receiving and stocking procedures to ensure accurate inventory counts
  • Maintained a safe, clean and welcoming environment for clients and associates
  • Prepared and secured daily deposits and ordered cash and coin change from the bank
  • Ensured store inventory was regularly inspected, removed, or rotated according to the Product Freshness Review Schedule
  • Designed a monthly schedule and assigned work to foster an efficient and effective workflow
April 2014 - May 2017

Medical Assistant

Highmark Health
  • Handled incoming and outgoing calls; filed patient paperwork
  • Maintained an organized, sanitary environment; inspected and sterilized equipment
  • Performed phlebotomy, Visual Acuity and pulmonary testing; handled patient specimen collection
July 2010 - December 2011

Store Team Member

Sheetz
  • Served as a hospitality ambassador by greeting clients and providing an excellent experience.
  • Prepared wuality food and beverage items in a fast & friendly manner to meet client expectations while folloiwng proper safety procedures.
  • Completed client transactions accurately and efficiently to ensure compliance to include age-restricted product regulations are upheld.
  • Maintained a neat and clean appearance in the store, kitchen, and dining areas.
  • Ensured adequate and accurate inventory was accounted for at all times.
September 2008 - June 2010

Education

Community College of Allegheny College

Associate of Science
Computer Information Systems
January 2023 - Present

Southern New Hampshire University

Project Management Studies
Septermber 2019 - December 2021

Bradford School

Associate of Science
Medical Assisting Management
September 2009 - October 2010

Skills

Programming Languages & Tools
  • Microsoft Office 2016 and Office 365
  • Social Media and real-time client support ticketing
  • Windows 10/11
  • macOS/iOS/iPadOS
  • Android OS
  • E-Mail Services
  • User directory structures including permission groups
  • Leadership and creative brainstorming
  • Technical Writing
  • Git
  • SQL
  • JavaScript/CSS/HTML/HTML5
  • Quality Assurance and End-to-End Testing
  • Virtualized environments (Hypervisor/RDP)

Interests

Personal

In addition to my drive of self—learning opportunities in the technological world, I am also an avid cosplayer, or costume—play. I enjoy attending and participating in cosplaying different characters such as Catwoman or Harley Quinn from the DC Universe or Black Widow from the Marvel Universe and attending the Renaissance Festival each year.


Professional

At Comcast/Xfinity, I volunteered with an Employee Resource Group (ERG) whose purpose is to enhance employee engagement by creating an environment where everyone — including 2SLGBTQIA+ employees and their allies — is comfortable bringing their authentic selves to work every day. The ERG provides leadership, networking, development, and volunteer opportunities to its 2SLGBTQIA+ and straight—ally members. The ERG contributes to an 2SLGBTQIA+ aware and inclusive culture and supports Comcast's goal of attracting, developing, retaining, and engaging diverse talent.


Project Refit Talk Spot

Project Refit is changing the negative connotation around getting mental health support. They are doing this by implementing and supporting simple, make-sense programs for military members (past/present) and first responders. They incorporate family into these programs, as well. Whether you need someone to vent to or help you get yourself out of your head and not keep you alone with your own thoughts, I'm here to be that person if you need someone. Visit Project Refit to learn more!


Visit My Blog to learn more about me!

Posts are updated on a periodic basis. You can find anything from recipes, projects I'm working on, updates on my plants or pets, or just random articles I find interesting.

Awards & Certifications

  • Test-Out Certification
    IT Fundamentals Pro

    Issued April 2023
    Credential ID: 6-2C6-V359FB

  • Project Refit Active Listener

    Issued: May 2023