Cecilia Carrejo
El Paso
Summary
Enterprise Support Specialist with extensive experience at EPISD, excelling in project management and strategic planning. Proven track record in optimizing technology support operations and enhancing team performance. Skilled in budget management and complaint resolution, driving successful outcomes in high-pressure environments. Committed to delivering exceptional service and fostering collaboration among stakeholders.
Overview
30
30
years of professional experience
Work History
Enterprise Support Specialist Tier II
El Paso Independent School District
El Paso
10.2021 - Current
- Provide support for Tier I, Tier II, and Tier III calls as part of the Technology Support Help Desk team, while maintaining a record of reported problems in the help desk ticketing system.
- Provide on-call support and problem resolution for computer applications in a multi-user computer and communications environment.
- Develop and maintain project plans, schedules, and budgets to ensure the successful completion of projects.
- Collaboration with stakeholders in the 2016 Bond Project.
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Collaborate with senior leadership on strategic planning initiatives for future projects, including budget proposals.
- Perform regular reviews of project documentation, and communicate results with relevant personnel.
- Develop and implement Bond project plans, establish timelines, track progress, and ensure deadlines are met.
- Worked closely with the Project Management Office to facilitate vendor coordination and ensure accurate documentation, leading to prompt payment of purchase orders.
- Analyzed placement and requirement needs by conducting walk-through assessments.
- Answer questions, issues, and concerns regarding supported information technology programs and systems.
- Utilize problem-reporting database software to record, track, correspond, and document user problem resolutions.
- Contribute to the expansion of the Information Technology knowledge base by offering support information for internal and external clients.
- Participate in weekly meetings to gather critical information for distribution among fellow Technology Support Help Desk team members.
- Acquire expertise in utilizing specialized software applications and hardware.
- Direct a team comprising of 20 Tier II Technicians, 7 Help Desk staffers at both Tier I and II levels, along with 8 College Workers under the leadership of IST Manager and Director
- Monitored the progress and success of 1:1 device deployments.
- Resolve conflicts among team members by providing creative solutions that addressed all parties' needs.
- Facilitate meetings between stakeholders to discuss project requirements, objectives, or outcomes.
- Generate weekly, monthly, and quarterly reports summarizing key performance indicators.
- Engage with Bookroom clerks, Technicians, Administrators, and staff via MS Team Chats, phone, and email to support campus-wide technology requirements.
IT Support Tier I Specialist
El Paso Independent School District
El Paso
11.2017 - 10.2021
- Efficiently organized and distributed incoming calls to appropriate technology staff queues at the Technology Support Help Desk.
- Collaboration with stakeholders in the 2016 Bond Project
- Develop and maintain project plans, schedules, and budgets to ensure the successful completion of projects.
- Collaborate with senior leadership on strategic planning initiatives for future projects, including budget proposals.
- Work closely with the Facilities and the Project Management Office to facilitate vendor coordination and ensure accurate documentation, leading to prompt payment of purchase orders.
- Attend and facilitate meetings between stakeholders to discuss project requirements, objectives, or outcomes.
- Effectively addressed computer issues related to new installs, networking challenges, and image problems by closely coordinating with Field Support Technicians.
- Provided guidance to users on self-diagnostic procedures and attempted remote issue resolution.
- Managed software installation and configuration process.
- Provided support as a backup for installing and upgrading computers, peripherals, and network equipment.
- Assisted in the management and coordination of Helpdesk operations and tasks.
- Engaged in collaborative efforts with stakeholders for the success of the 2016 Bond Project.
- Contributed to the documentation process of E-rate funding materials.
- Wrote Request for proposal (RFP) to define project goals, outline scope of work, and establish logistics.
Lead Service Representative
El Paso Independent School District
El Paso
10.2016 - 11.2017
- Demonstrated comprehensive understanding of Human Resources units such as Employee Benefits (HIPAA), Data Entry, Support Personnel (TEAMS), and hiring teams, ensuring knowledge retention
- Maintains a high level of accuracy in completing employment verification processes for financial institutions, government agencies, and employees.
- Supervised the scheduling and organization of clerical and paraprofessional testing for new applicants
- Trained new staff members on proper customer service procedures.
- Implemented changes to improve the overall quality of service provided by the team.
- Supervised staff activities related to providing an excellent customer experience.
- Resolved escalated customer complaints in a timely manner.
Alternative and In-School Suspension Teacher (ISS)
Brown MS, Charles MS, MacArthur Inter. EPISD
El Paso
08.2007 - 12.2015
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Participated in professional development workshops related to teaching methods or curriculum changes.
- Maintained accurate records of student attendance and progress in the ISS program.
- Utilized behavior management techniques such as positive reinforcement and redirection when dealing with disruptive behaviors.
- Attended IEP meetings as requested by school administrators or special education staff members.
Investigator
Crimes Against Children/Protection Services
El Paso
05.1996 - 06.2008
- Evaluated child abuse incidents to determine appropriate action
- Effectively communicated investigation findings through detailed written observations, accompanying photographs, and comprehensive final reports.
- Performed background checks on persons of interest in investigations.
- Organized and maintained files of all investigative activities.
- Adhered to departmental policies regarding investigations and reporting procedures.
- Maintained confidentiality of sensitive information at all times.
- Drafted legal documents such as search warrants, subpoenas, arrest warrants, and indictments.
- Followed up on leads obtained through interviews or other sources.
- Reviewed police reports, medical records, and other documents for evidence.
Assistant Branch Supervisor
Mountain Star Federal Credit Union
El Paso
08.2003 - 03.2005
- Maintained precise accountability of funds by regularly checking and reconciling the bank money vault during daily operations and when receiving new cash deposits.
- Scheduled work hours for employees
- Supervised Teller Operations.
- Processed customer requests for loans or other services, including verifying eligibility and preparing necessary documentation.
- Reviewed and approved time sheets for teller staff members.
- Prepared contractual documentation for lending purposes
Paralegal Assistant
Kemp Smith Attorney at Law
El Paso
07.2002 - 06.2003
- Facilitated effective communication with all parties involved and ensured clients were prepared for affidavits.
- Ensured accurate and timely submission of legal documents to courts as per the attorney's instructions
- Reviewed briefs, memoranda of law, and other documents for accuracy prior to submission to the court.
- Attended hearings with attorneys to provide assistance during proceedings.
Secretarial/Senior Bookkeeper
Gadsden Independent School District
Anthony
03.1995 - 06.2002
- Maintained various accounts, including financial records of the Operational Budget Accounts, Activity Budget Accounts, Principal Budget Accounts, Title I Funding, SB-9 Budget, Special Education Funding, Cafeteria Monies, Allocations to Accounts, receipting and depositing, and preparation for the yearly budget.
- Ensured smooth operation of financial tasks, including handling purchase orders, making bank deposits, running errands to the bank, and managing school funding
- Efficiently worked with multiple high-level stakeholders and a team of 90 staff members to facilitate the smooth functioning of the school administration.
- Proficient in utilizing various computer programs, including Microsoft Word, Excel, PowerPoint, AS400, Novell, Group Wise, Outlook E-Mail
- Maintained organization and supply levels in the inventory room to support teacher and student needs
- Assisted with the preparation of budgets and forecasts.
- Prepared financial statements, including balance sheets, income statements, and statements of cash flows.
- Verified the accuracy of vendor invoices against purchase orders prior to payment processing.
Education
MBA - Project Management
Grand Canyon University
Phoenix, AZ12-2026
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ12-2006
Criminal Justice
New Mexico State University
Las Cruces, NM05-1994
High School Diploma -
Gadsden High School
Anthony, NM05-1991
Skills
- Project Management
- Supervisor Experience
- Account Acquisition
- Purchase Order Management
- Inventory Control
- Legal Document Preparation
- Bookkeeping
- Budgeting and Financial Management
- Microsoft Office Suite
- Payroll Administration Verification
- Account Reconciliation
- Invoice Preparation
- IFP Deployment
- Device 1:1 Deployment Initiatives
- Strategic Planning
- Technology Support
- Remote Desktop Management
- Software Configuration
- Data Entry
- Safety Planning
- Court Hearings
- Crisis Intervention
- Bank Money Vault Management
- Complaint Resolution
Languages
Spanish
Professional
References
- Manuel "Manny" Verduzco
Assistant Superintendent Information Security and Technology
El Paso Independent School District
915-873-3943
- Jose "Sal" Cabrera
Director of IST Operations
El Paso Independent School District
915-227-4943
- Claudia Alonzo
Assistant Director of External Funding
El Paso Independent School District
915-731-9697
- Mercedes Bauerkemper
Director Middle School Personnel & Recruiting
El Paso Independent School District
915-861-8652
Timeline
Enterprise Support Specialist Tier II
El Paso Independent School District
10.2021 - Current
IT Support Tier I Specialist
El Paso Independent School District
11.2017 - 10.2021
Lead Service Representative
El Paso Independent School District
10.2016 - 11.2017
Alternative and In-School Suspension Teacher (ISS)
Brown MS, Charles MS, MacArthur Inter. EPISD
08.2007 - 12.2015
Assistant Branch Supervisor
Mountain Star Federal Credit Union
08.2003 - 03.2005
Paralegal Assistant
Kemp Smith Attorney at Law
07.2002 - 06.2003
Investigator
Crimes Against Children/Protection Services
05.1996 - 06.2008
Secretarial/Senior Bookkeeper
Gadsden Independent School District
03.1995 - 06.2002
MBA - Project Management
Grand Canyon University
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Criminal Justice
New Mexico State University
High School Diploma -
Gadsden High School
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