Cassandra Cerenio
Houston,TX
Summary
Dedicated and results-oriented IT professional with experience as a Help Desk Analyst and a proven track record in security leadership. Seeking a challenging role to leverage technical expertise, customer service skills, and security knowledge to enhance organizational security posture and IT operations.
Overview
1
1
year of professional experience
Work History
Help Desk Analyst Security Lead
Community Health Network
09.2023 - Current
- Manage and resolve help desk tickets using ticketing system, ensuring timely and effective problem resolution.
- Assist in implementation and maintenance of security protocols and measures.
- Lead incident response efforts, investigate security incidents, and implement corrective actions.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
Help Desk Analyst Tier 1
Community Health Network
05.2023 - 09.2023
- Provide first-level technical support to end-users via phone, email, and in-person.
- Diagnose and troubleshoot hardware, software, and network issues.
- Assist in the installation, configuration, and maintenance of software and hardware components.
- Assisted in the installation and configuration of operating systems and software applications.
Communication Center Representative
Community Health Network
10.2022 - 04.2023
- Managed incoming calls and emails from customers, addressing inquiries, resolving issues, and providing information about products and services.
- Assisted in training new communication center representatives on company policies, procedures, and customer service best practices.
- Handled a high volume of incoming calls, maintaining a courteous and professional demeanor at all times.
- Utilized CRM software to document customer interactions, track issues, and ensure accurate record-keeping.
Education
Associate of Science -
Lone Star Community College
Montgomery, TX12.2024
High School Diploma -
Carl Wunsche Sr High School
Spring, TX07.2017
Skills
- Technical Support
- Hardware and Software Installation
- Ticketing Systems
- Remote Desktop Support
- Knowledge of Windows and macOS
- Phone System Support
- Security Policy Development
- Risk Management
Timeline
Help Desk Analyst Security Lead
Community Health Network
09.2023 - Current
Help Desk Analyst Tier 1
Community Health Network
05.2023 - 09.2023
Communication Center Representative
Community Health Network
10.2022 - 04.2023
Associate of Science -
Lone Star Community College
High School Diploma -
Carl Wunsche Sr High School