Summary
Overview
Work History
Education
Timeline
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Cassandra Cerenio

Houston,TX

Summary

Motivated college student and results-driven IT professional with extensive experience as a Service Desk Analyst and a strong background in security and help desk leadership. Seeking a challenging role to apply my technical skills, customer service expertise, and security knowledge to strengthen organizational security and improve IT operations

Overview

1
1
year of professional experience

Work History

IT Service Desk Analyst

TEKSystem | Houston Methodist
Houston, TX
02.2024 - Current
  • Provided prompt technical support to Houston Methodist staff and patients, improving patient care and minimizing disruptions.
  • Efficiently managed service desk tickets, maintaining high customer satisfaction through quality support.
  • Ensured data confidentiality and security, addressed IT issues with professionalism, and conducted training sessions on IT topics.
  • Installed and maintained hardware and software to support smooth operations.

Help Desk Analyst Security Lead

Community Health Network
Alvin, TX
09.2023 - 02.2024
  • Handled and resolved help desk tickets through the ticketing system, ensuring prompt and effective issue resolution.
  • Implemented and maintained security protocols to safeguard systems.
  • Led efforts to respond to security incidents, investigated issues, and executed corrective actions as needed.
  • Collaborated with various teams to escalate and resolve complex technical problems.
  • Utilized web-based training and remote-access tools to train staff on new products and processes,

Help Desk Analyst Tier 1

Community Health Network
Alvin, TX
04.2023 - 09.2023
  • Provided daily support by troubleshooting and resolving customer issues, and maintaining clear communication throughout the resolution process.
  • Diagnosed and fixed hardware and software problems quickly to minimize disruptions.
  • Offered advanced support for Windows 10 and 11, as well as Microsoft Office 365, ensuring smooth operations for users.

Education

Associate of Science -

Lone Star College System
Spring, TX
05-2025

Timeline

IT Service Desk Analyst

TEKSystem | Houston Methodist
02.2024 - Current

Help Desk Analyst Security Lead

Community Health Network
09.2023 - 02.2024

Help Desk Analyst Tier 1

Community Health Network
04.2023 - 09.2023

Associate of Science -

Lone Star College System

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Cassandra Cerenio