Fernanda Fallas Oconitrillo
Resumen profesional
IT professional with expertise in networking, cloud, cybersecurity, and technical support. Skilled in problem-solving, team collaboration, and delivering reliable solutions. Adaptable and committed to continuous learning and excellence in service.
Datos destacados
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Experiencia
POS System Admin & IT Support
AUXIS INC.
08.2022 - 09.2025
- Proactive POS Systems Administrator with extensive experience in retail and restaurant environments.
- Successfully installed, configured, and maintained POS hardware and software, ensuring 99% uptime for daily operations.
- Managed user accounts and permissions, enhancing system security and compliance. Provided rapid technical support and troubleshooting, reducing downtime and maintaining smooth transaction flows.
- Generated and analyzed sales and inventory reports, contributing to informed business decisions and process improvements.
- Trained and supported staff, improving system adoption and operational efficiency.
- System Maintenance updates, routine maintenance tasks such as updating the POS software, applying security patches, and ensuring the system is running smoothly.
IT Helpdesk Technician Level II
SMILE DIRECT CLUB
11.2020 - 08.2022
- Managed and troubleshot Azure, Active Directory, MS365, Okta, and DUO, ensuring secure and reliable access.
- Performed account administration, access reviews, password resets, and multi-factor authentication (MFA) support.
- Provided advanced hardware support, including replacement and upgrades of batteries, motherboards, RAID cards, RAM, and other components.
- Diagnosed and resolved software, network, and system issues escalated from Level 1 support.
- Installed, configured, and maintained workstations, laptops, and peripheral devices.
- Created and updated technical documentation, knowledge base articles, and troubleshooting guides.
- Collaborated with other IT teams to support patch management, system updates, and security compliance.
- Delivered high-quality customer support, balancing technical expertise with clear communication.
IT Helpdesk Technician Level I
DXC TECHNOLOGY
01.2019 - 11.2020
- Served as the first point of contact for users via phone, email, and ticketing systems.
- Assisted with password resets, account unlocks, and basic Active Directory/MS365 tasks.
- Provided troubleshooting for hardware and software issues on desktops, laptops, and mobile devices.
- Guided users through installations, configurations, and updates of applications and operating systems.
- Escalated complex issues to Level 2 support with detailed documentation.
- Maintained ticket records ensuring accurate notes, categorization, and timely resolution.
- Assisted with printer setup, peripheral configuration, and basic network connectivity issues.
- Delivered customer-focused support, ensuring clear communication and user satisfaction.
Formación
End Point Security - Network Security
Cisco Networking Academy
CENATE 06.2025 - 09.2025
CCNA - Routing & Switching, Network Security, IT Infrastructure
INA
CENATE 05.2024 - 06.2025
Cybersecurity Essentials - Security
Cisco Networking Academy
01.2023 - 06.2024
AI-900T00-A - Microsoft Azure AI Fundamentals - Cloud Computing
Microsoft Partner Learning
01.2023 - 05.2023
Scrum Foundation SFPC - Project Management
CertiProf
11.2022 - 01.2023
Phyton Essentials 1 - Software Development Fundamentals
Cisco Networking Academy
11.2022 - 01.2023
Enfatiza tus habilidades clave
- Effective Communication – Clear, empathetic, and client-focused
- Problem-Solving & Analytical Thinking – Quick and logical resolution of issues
- Teamwork & Collaboration – Works well with others to achieve goals
- Adaptability & Continuous Learning – Open to new technologies and skills
- Organization & Reliability – Efficient, detail-oriented, and dependable
Diplomas
- Cisco Certified Network Associate (CCNA), 05/25
- Endpoint Security (Cisco)
- Cybersecurity Essentials (Cisco)
- Microsoft Azure AI Fundamentals (AI-900T00-A)
Personalizado
Cisco routers & switches, VLANs, TCP/IP, DHCP, DNS, VPN configuration and secure remote access, Network traffic monitoring with Wireshark, Wi-Fi analysis with WiFi Analyzer, Lab simulations using VirtualBox/VMware/Packet Tracer, Endpoint protection, hardening, and incident response, Security awareness and best practice enforcement, Basic penetration testing and vulnerability assessment in labs, Active Directory, user/computer management, Group Policy, Power BI & Power Apps for IT monitoring, ITIL, SLA adherence, ticketing systems, Python, HTML/CSS basics
Cronología
End Point Security - Network Security
Cisco Networking Academy
06.2025 - 09.2025
CCNA - Routing & Switching, Network Security, IT Infrastructure
INA
05.2024 - 06.2025
Cybersecurity Essentials - Security
Cisco Networking Academy
01.2023 - 06.2024
AI-900T00-A - Microsoft Azure AI Fundamentals - Cloud Computing
Microsoft Partner Learning
01.2023 - 05.2023
Scrum Foundation SFPC - Project Management
CertiProf
11.2022 - 01.2023
Phyton Essentials 1 - Software Development Fundamentals
Cisco Networking Academy
11.2022 - 01.2023
POS System Admin & IT Support
AUXIS INC.
08.2022 - 09.2025
IT Helpdesk Technician Level II
SMILE DIRECT CLUB
11.2020 - 08.2022
IT Helpdesk Technician Level I
DXC TECHNOLOGY
01.2019 - 11.2020
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