Guillermo Pena

Help Desk Technician @Cy-Fair Independent School District

Cypress, TX, US

Broke down and evaluated user problems, using test scripts, personal expertiseand probing questions.Patched software and installed new versions to eliminate security problems andprotect data.Created support documentation that enabled user community to extend skills,leverage system features and find resolutions to questions without interventionfrom support team.Installed, modified and repaired software and hardware to resolve technicalissues.Installed and Configured hardware, devices and software to set up workstations for employees.Trained and supported end-users with software, hardware and networkstandards and use processes.Answered 60- 110 incoming calls daily and assisted with all technical needs.