IT Support Specialist - Help Desk Professional

Fernando Hernandez

IT Support Help Desk CompTIA A+ Certified

720-***-**** • ***********@*****.*** • Denver, CO • linkedin.com/in/fernysantamaria SUMMARY

CompTIA A+ certified IT professional with a B.S. in Information Systems and a strong background in customer-facing roles across retail, small business, and professional environments. Comfortable working in Windows and Linux, with foundational knowledge of networking, troubleshooting, and system security gained through coursework and cybersecurity competitions. Known for clear communication and staying composed under pressure — skills built through years of direct client interaction. Looking to bring both technical ability and a service-first mindset to an IT support or help desk role. TECHNICAL SKILLS

Hardware & OS: Windows 10/11, Linux (Ubuntu/Kali), PC troubleshooting, peripheral setup Networking: TCP/IP, DNS, DHCP, firewall configuration, network diagnostics Software & Tools: Microsoft 365, Oracle Database, SAS, Excel, Active Directory concepts Security: System hardening, patch management, firewall config, security policy implementation Development: Python, Django, HTML, JavaScript, SQL EXPERIENCE

AML Analyst TD Bank via Robert Half May 2025 – Mar 2026

• Navigated 8+ enterprise systems daily including Oracle Database, SAS, HCL Notes, and HOST command line in a high- availability environment.

• Diagnosed system access and data discrepancy issues, coordinating with internal teams to maintain workflow continuity.

• Documented 2-3 complex investigations daily with full audit trails, ensuring accuracy across multiple platforms under strict deadlines.

Window Cleaner Blue Sky Window Cleaning Jun 2021 – May 2025

• Managed scheduling, client communication, and job estimates for 15-20 residential and commercial clients weekly using Workiz field service software.

• Conducted window cleaning services for residential homes and commercial properties including schools, churches, and office buildings.

• Maintained full-time enrollment at University of Colorado Denver while working 20+ hours per week. PROJECTS & COMPETITIONS

Cybersecurity CTF Competitions

• Competed in Mountain West Cyber Challenge and Hive Storm, solving challenges in cryptography, network forensics, and web application security.

• Performed Linux and Windows system hardening including firewall config, patch management, service lockdown, and security policy implementation.

Secure Web Application

• Built a full-stack web app using Python, Django, HTML, and JavaScript with HTTPS enforcement, CSRF protection, and secure session management.

Personal IT & Home Lab

• Built a custom gaming PC from scratch, including component selection, assembly, BIOS configuration, and OS installation.

• Provided informal tech support for friends and family including hardware troubleshooting, software installs, and network setup.

• Practiced penetration testing techniques using Kali Linux and Parrot OS through HackTheBox challenges, gaining exposure to real-world security scenarios.

EDUCATION & CERTIFICATIONS

B.S. in Information Systems University of Colorado Denver 2021 – 2025 Relevant Coursework: Network Security, Database Management, Systems Analysis, Software Development

• CompTIA A+ — Computing Technology Industry Association

• Meta Back-End Developer Certificate — Meta / Coursera

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