• Technology Department

    Helpdesk – Technology Service Tickets

    The PFISD Technology Department provides an online helpdesk for all users. The district currently uses GetHelp as a means to provide communication between the technology team and the district end users. It provides email communication, status updates, and access to a knowledge base.

     

    Technical Support Team

    The following technical support team members are PFISD’s front line for end-user support.

    • Tylene Cunning, Supervisor of Technical Support – main contact for the technical support team; manages the helpdesk; assigns service tickets, schedules large deployments, purchasing, library support, inventory
    • Jayme Munoz, Technical Support Specialist – Lead PC Technician, image creation and management, front line support for Dell hardware warranty and support
    • Paul Manibusan, Technical Support Specialist –  Lead PC Technician, network application support and management, front line for food service department
    • Sean Singleton, Technical Support Specialist – Apple Certified Technician, Printer Technician, supports all Mac computers, servers, images, and peripherals
    • Jeff Cernoch, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Yamel Gonzalez, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Scott Meis, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Mario Pena, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Matthew Smith, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Christopher ODell, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Eli Sepulveda, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Anna Huggins, Technical Support Technician – fully supports technical hardware/software for various campuses
    • Patrick Singleton, AV Specialist – Lead AV technician, supports all audio visual equipment, lead on research, planning and design of recommended AV solutions
    • Gedeon Osamba Wosamba, AV Technician - front line support for all audio visual equipment, projectors, displays, broadcast carts, interactive boards, etc.
    • Samuel Martinez, AV Technician – front line support for all audio visual equipment, projectors, displays, broadcast carts, interactive boards, etc.
    • Daineris Padron, Help Desk Technician – manages our call center where you can call her directly and get assistance with login issues, printing problems, software concerns, and general troubleshooting.
    • Jillian Ramirez, Help Desk Technician – manages our call center where you can call her directly and get assistance with login issues, printing problems, software concerns, and general troubleshooting.

     

    Overview of Services

    PFISD’s Technology Support team supports over 10,000 computers and printers among the 36 networked district sites, including food services and transportation. Additionally, we support hundreds of peripheral devices for various departments and programs.

    Our team handles installations, configurations, imaging, disposal, hardware repair, software installations, software packaging, troubleshooting, inventory, and licensing for various types of equipment in the  district. We also support all AV equipment such as projectors, displays, interactive boards, broadcasting equipment, etc.  


    Replacement Cycle

    PfISD has established a 4-6 year Computer Replacement Plan, 4 years for mobile devices and 6 years for desktops. The Replacement Plan covers presentation stations, computer labs, libraries, offices, teacher laptops, and student district devices (Chromebooks and iPads). The equipment is fully covered for support due to failure during the initial lifecycle. For the two years following, support may be provided for the operating system and software, with minimal hardware replacement. The equipment will have no formal support beyond those timelines, but will remain in service as long as possible. Replacement cycle support does not cover theft or damage due to user negligence.