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Available now · hybrid or remote

Seven years of enterprise IT, end to end.

Enterprise support, systems administration, and client-facing delivery — the infrastructure and the schedule, run by the same person.

Summary

Profile

Seven years in enterprise IT. I began on a helpdesk, moved into systems administration at a health insurer, and now work for a managed services provider.

My current role is client onboarding. I assess each client's network, plan and implement the work, and remain their main point of contact until the environment is running and handed to the support team.

I can build a company's IT environment from the ground up: Windows servers in physical or virtual deployments, email systems on Microsoft 365 or Google Workspace with the security configuration that goes with them, and network infrastructure and segmentation.

I also designed and implemented a complete employee onboarding and offboarding process, covering accounts, licenses, equipment, and documentation. It is documented so any member of the team can run it, not only me.

I would rather build the thing that prevents the ticket than close the ticket faster.

Experience

Help desk → project lead

  1. 2019

    Help Desk

    First-line support and ticket triage in a high-volume queue.

  2. IT Support Agent

    Hardware, software and mobile troubleshooting for a global organization.

  3. IT Specialist

    Tier 1–3 support, asset management, office LAN and Wi-Fi.

  4. Systems Administrator

    Microsoft 365 tenant, Active Directory, email security, provisioning lifecycle.

  5. Present

    IT Project Lead

    End-to-end onboarding for managed-services clients.

Feb 2026 –
Present

Onboarding Specialist — IT Project Management

Managed services provider

  • Manage end-to-end onboarding for new managed-IT-services clients, owning timelines, stakeholder communication, and technical deliverables from signed agreement through transition to steady-state support.
  • Conduct network assessments and deliver pre-sales product and infrastructure recommendations that shape each client's managed-services solution.
  • Act as the client's primary point of contact during onboarding — resolving support requests directly and translating between technical teams and business stakeholders.
  • Identify and implement process improvements that shorten onboarding timelines and raise client-satisfaction outcomes.
  • Earned Sophos Firewall and Sophos Endpoint Certified Engineer credentials to support client security deployments.

Feb 2023 –
Sept 2025

IT Specialist — Systems Administration & Tier 1–3 Support

Regional health insurance provider

  • Delivered Tier 1–3 support for in-office and remote employees in a hybrid systems administration and helpdesk role.
  • Administered the Microsoft 365 environment at the tenant level — Exchange Online, mail flow, security policies, licensing — alongside Active Directory; managed Proofpoint email filtering and threat protection.
  • Designed and led the employee onboarding and offboarding process, working with HR, compliance and every department. Audited security groups, employee roles, network folder access, shared mailboxes, distribution lists and application licensing, then built a repeatable process on top of it.
  • Imaged workstations from a custom Windows build using Microsoft Deployment Toolkit (MDT).
  • Built and delivered the company’s IT training program for new hires, staff moving to remote work and each new application rollout — in person and virtually, with knowledge base articles, printed reference material and presentations.
  • Designed the work-from-home program: the requirements staff had to meet, the training that went with them, a system tracking completion, and per-employee remote access configuration.
  • Built an asset tracking system covering IT infrastructure and employee-assigned equipment, reconstructing the history of devices issued before any reliable record existed.
  • Replaced the company’s printer fleet — DHCP reservations, VLAN placement, driver deployment by department, a standardized naming and labeling scheme, and inventory.
  • Configured and supported Jira Service Management projects and performed incident management — triage, prioritization, escalation and resolution coordination — while serving on the helpdesk rotation.
  • Installed and maintained office LAN and Wi-Fi; supported servers, desktops, laptops, printers and AV systems.

Apr 2019 –
Jan 2023

IT Specialist

Global non-profit organization

  • Resolved complex hardware and software issues across desktops, laptops, and mobile devices in a high-volume support environment for a global organization.
  • Collaborated with global IT teams to standardize support procedures across regions.
  • Trained end users on system best practices, improving issue-resolution efficiency.

Reference

Letter on file

Rather than simply following established procedures, he has actively looked for ways to improve them.

He has developed templates and documentation that enable both himself and his peers to perform more thorough assessments and deliver more consistent onboarding experiences. These resources have become valuable tools for increasing quality and ensuring best practices are followed across the team.

Fernando embraced these challenges from the start and rapidly developed a solid understanding of the nuances involved in successful onboarding and service delivery.

His ability to quickly absorb new information and apply it in practical ways gives me great confidence in his future success within the IT and MSP industry.

Brian Haas · direct manager, managed services provider · Signed letter, 3 September 2026 — full copy on request

F3R Studio

Independent work

2024 –
Present

Founder & Project Manager

F3R Studio · Digital services studio · Remote

  • Founded and operate a digital-services studio providing web development, SEO, and analytics to small businesses.
  • Manage the full client lifecycle — scoping, vendor and contractor coordination, delivery — across concurrent projects and marketing campaigns.
  • Organize collaboration between client businesses, coordinating joint initiatives and shared campaigns.
See the studio ↗

Credentials

Earned   In progress

Certifications

  • Sophos Firewall Certified Engineer Earned
  • Sophos Endpoint Certified Engineer Earned
  • CompTIA A+ Earned
  • Google IT Support Professional Earned
  • ITIL 4 Foundation In progress
  • CAPM — Project Management Institute In progress

Education

  • M.S., Information Technology ManagementWestern Governors University Last semester
  • B.S., Information TechnologyWestern Governors University Last semester
  • A.S., Computer ScienceEnsign College

Accelerated dual-degree program — both degrees run concurrently.

Technical

Tools & environments

Project & Service Delivery

Client onboarding · project coordination · incident management · stakeholder communication · ITIL practices · training delivery · technical documentation & knowledge bases · Jira & Jira Service Management · ServiceNow

Systems Administration

Microsoft 365 & Exchange Online (tenant administration) · Active Directory · Windows Server · Hyper-V · Microsoft Deployment Toolkit (MDT) & Windows imaging · macOS · Linux/UNIX · user provisioning & deprovisioning · asset lifecycle management · AV systems

Networking & Security

Proofpoint email security · Sophos firewall & endpoint protection · LAN/Wi-Fi installation and maintenance · network assessments · DHCP reservations & DNS · VLAN segmentation · print server administration & driver deployment · system monitoring

Scripting & Data

Python · PowerShell & shell scripting · JavaScript · SQL (query writing & reporting) · advanced Excel (pivot tables, data visualization)