Francela Gallo

Francela Gallo SUMMARY Seeking a position in the IT industry where I can leverage my skills and expertise to excel in my chosen technical domain. Committed to delivering improved results for the employer by tackling new challenges with dedication, perseverance, and continuous learning EXPERIENCE Oct 2021 – Sep 2025 CONCENTRIX. | MANAGUA, NICARAGUA (REMOTE) Information Technology Infrastructure Specialist • • • • • • • • • Provided technical support for both macOS and Windows operating systems within a corporate environment, ensuring seamless functionality across platforms. Cultivated exceptional customer service capabilities, alongside strong interpersonal communication skills, meticulous attention to detail, and the ability to effectively multitask while maintaining speed, accuracy, and efficiency. Actively keep network equipment and circuits inventory up to date. Responsible for network circuits submission request with the vendors for disconnection, upgrades or new circuits. Expedited quote for new contract maintenance for networking equipment. Familiarity with Fortinet firewalls, Cisco switches and routers Monitors the performance of network systems to identify any issues, diagnosing and solving problems in complex computer systems Processing purchases requests for technology products Basic managements for: firewalls (Fortinet), Switches (Cisco) servers, operating systems, applications, and devices. June 2019 –Oct 2021 CONCENTRIX | MANAGUA, NICARAGUA Associate Business Systems Analyst • Assisted in generating routine reports and tracked key metrics using Microsoft Excel. • Created and processed purchase orders in alignment with procurement procedures. • Maintained up-to-date supplier and product information across multiple systems. • Matched supplier order confirmations with existing purchase orders to ensure accuracy. • Accountable for managing and delivering projects and initiatives focused on business processes, organizational change, and technology solutions. • Followed structured internal processes and ensured accurate documentation of records. • Ensured the implementation of system solutions that align with organizational strategic objectives and goals. • Applied advanced problem-solving and troubleshooting techniques to resolve technical challenges. • Contributed to achieving strategic goals by developing and analyzing operational performance reports. • Conducted system and application installations, performing testing and deployment to ensure optimal functionality and integration. • Communicated professionally with internal teams and external suppliers to resolve order issues. Feb 2018 –May 2019 CONCENTRIX | MANAGUA, NICARAGUA Information Technology Team Lead • Coordinated and delegated tasks within IT teams, fostering motivation and ensuring a productive and supportive work environment. • Applied strong analytical thinking, active listening, and effective communication skills to manage workloads under pressure. • Oversaw the delegation of responsibilities, coordinated software release deployments, and developed and enforced company policies. • Monitored and maintained system performance and health to ensure optimal functionality and uptime. • Documented and maintained detailed workflows for efficient issue resolution and operational continuity. • Managed the daily operational integrity of office technologies, including telecommunication systems, printers, and conference room equipment, ensuring minimal disruption and downtime. Sep 2017 –Feb 2018 CONCENTRIX | MANAGUA, NICARAGUA Senior Desktop Support Technician • Delivered technical support to team members, addressing a wide range of IT requests involving hardware, software, and network devices. • Provided end-user assistance to troubleshoot Office 365 issues, ensuring smooth application functionality. • Managed and resolved support tickets using Jira and ServiceNow for efficient issue tracking and resolution. • Performed initial configuration of devices and systems for seamless integration with the existing IT infrastructure. • Configured and managed VLANs on Cisco switches, adjusting workstation settings based on Line of Business (LOB) requirements. • Attended outage meetings when required, providing evidence and reports for any switch or route failures • Diagnosed and resolved network-related issues, while addressing daily user requests and requirements. • Configured Cisco VPN, FortiGate, and Sage software for secure and reliable remote access and application functionality. • Added basic security rules to FortiGate firewall to enhance network protection. • Managed user accounts in Active Directory, including creating and deleting accounts as needed. • Administered Group Policy Objects (GPO) by assigning, editing, and removing policies for end users. • Fulfilled service requests and provided troubleshooting support for endpoint hardware and enterprise applications. • Documented interactions, resolutions, and escalations in the IT Service Management tool, ensuring accurate incident and problem resolution. • Escalated complex issues and monitored their resolution, ensuring timely user satisfaction. • Installed and updated software on desktops, laptops, mobile devices, and peripherals (Lenovo laptops, Apple iPhones, MS Windows, M365). • Diagnosed and resolved issues with operating systems, applications, hardware, and network connectivity. • Demonstrated proficiency in supporting a wide range of technologies, including desktop and laptop devices, printers, peripherals, mobile devices, and operating systems such as macOS, Windows, and Windows Server. • Delivered tier-three help desk support for internal users, addressing a wide array of IT-related requests involving hardware, software, and network devices. • Configured Avaya phones for seamless communication across the organization. Jun 2023 - Jul 2025 COMMERCIENT | MANAGUA, NICARAGUA (REMOTE) Installation Service Technician • • • • • • • • Installed software to integrate the client's ERP and CRM systems using the company's sync Assessed, monitored, and resolved synchronization health issues to ensure optimal system performance. Managed client support tickets, troubleshooting and resolving technical issues, including Office 365 Suiterelated concerns. Proficient in diagnosing and addressing technical issues, ensuring efficient resolution and system functionality. Delivered comprehensive technical support for critical business applications, including Google Workspace, Zoom, and Microsoft Office 365, ensuring peak performance and user satisfaction. Escalated complex technical problems to advanced support tiers or specialized teams when required Collaborated with cross-functional IT teams to streamline processes and optimize service delivery. Provided technical support for large-scale corporate meetings hosted on Zoom, ensuring seamless communication and functionality. Nov 2022 –Jun 2024 HOPLA.ONLINE | MANAGUA, NICARAGUA (REMOTE) Remote Technical Support • Participated in client meetings, documenting key discussions and distributing meeting notes for team reference. • Managed client inquiries and provided follow-up responses via Slack channels to ensure timely resolution. • Maintained and updated project timelines in Trello, and organized agendas in Asana for the CEO’s review. • Utilized JSON coding in Excel and Google Sheets to update vendor pricing data for accurate records. • Updated and managed client information in Air table, ensuring all relevant data was accurately recorded and organized. • Conducted testing on new software releases and client applications, reporting identified bugs in Slack channels for the development team. • Configured Google Sites for clients, integrating Cloudflare and Google Analytics for enhanced performance and tracking. • Managed WordPress user accounts, including creating, adding, and deleting user profiles as needed. Dec 2022 –Jun 2023 SKYLINE TECHNOLOGY SOLUTIONS | MANAGUA, NICARAGUA (REMOTE) IT NOC support specialist • Administered and resolved support tickets in adherence to established SLAs, ensuring swift and effective resolution of technical issues spanning hardware, software, and network infrastructures. • Performed diagnostics and troubleshooting on hardware, software, and network-related issues across laptops and mobile devices operating on Windows and macOS platforms. • Maintained comprehensive documentation of all support requests, solutions, and updates within the ticketing system, ensuring efficient tracking and resolution management. • Monitored, maintained, and conducted system repairs on IT infrastructure to ensure optimal performance, reliability, and minimal downtime. • Delivered remote technical support to end-users through Slack, phone, email, and remote access tools such as LogMeIn, ensuring swift issue resolution. • Executed remote deployments and configurations of Microsoft Office Suite and third-party software applications, ensuring proper setup and functionality. • Administered user accounts in Active Directory, including creation, modification, account deactivation, and GPO (Group Policy Objects) management for clients. • Supported identity and access management (IAM) processes, including password resets, permission configurations, and user role assignments to ensure secure access control. • Managed and optimized existing IT infrastructure while contributing to the deployment and integration of new technologies to improve system performance and scalability • Configured and troubleshot Remote Desktop Protocol (RDP) connections, administered DUO Mobile for multi-factor authentication (MFA), and managed access control policies to maintain secure remote access. • • • • • • • • Provided networking, troubleshooting, repair and technical support. Diagnosed and configured QuickBooks and Microsoft Outlook to ensure uninterrupted business operations and optimize productivity. Executed operating system (OS) and software migrations, addressing and resolving IT-related issues encountered by team members. Maintained detailed system documentation, tracked internal tasks, and standardized procedures in Airtable and SharpSpring to ensure transparency and operational continuity. Supported the onboarding, offboarding, department transfers, role modifications, and status updates for team members, ensuring smooth transitions and minimal disruption. Installed, configured, and troubleshot computer hardware and software, ensuring seamless compatibility and optimal performance across all devices. Managed hardware provisioning, monitored inventory, and coordinated software installations and updates to guarantee up-to-date and fully functional systems. Led system optimization efforts, which resulted in a 60% reduction in end-user incidents related to Office 365 configuration. Dec 2021 –Nov 2022 ALLIANCE HEALTH | MANAGUA, NICARAGUA (REMOTE) IT Manager • Managed and administered CRM phone system (CTM) to ensure smooth communication and operational efficiency. • Provided end-user support, troubleshooting issues related to various applications and ensuring optimal functionality. • Managed and maintained Asana, Trainual, and Jotform platforms for team collaboration and workflow automation. • Delivered remote support for daily operations, ensuring minimal disruption and efficient business continuity. • Managed and updated user account information in Active Directory and other integrated systems for accurate access control. • Proposed and implemented improvements to Service Desk processes, enhancing efficiency and service delivery. • Configured and administered ticketing system (Zendesk) to ensure efficient issue tracking and resolution. • Developed, reviewed, and updated Service Desk documentation and help articles to ensure accuracy and user comprehension. • Possessed strong knowledge and hands-on experience in desktop support, as well as proficiency in supporting various software applications. • Led hardware and software deployment initiatives, ensuring seamless installation and configuration across the organization. • Diagnosed and resolved software issues, hardware problems (PCs, laptops, printers), and application access issues to ensure smooth system functionality. • Maintained and updated the company’s asset inventory, ensuring accurate tracking of hardware and software resources. • Adhered to SLA standards for handling urgent, medium, and low-priority incidents within the Help Desk ticket management system. • Demonstrated proficiency with supported operating systems, including Windows and macOS, to provide efficient troubleshooting and support. • Analyzed clients’ technical requirements and needs, delivering tailored solutions to meet specific business objectives. • Extensive experience with MS Office Suite, Active Directory administration, remote support tools, troubleshooting hardware, VPN configuration, and BitLocker (Windows) encryption. Dec 2021 –Nov 2022 ALLIANCE HEALTH | MANAGUA, NICARAGUA (REMOTE) Customer Booking Agent • Communicated transaction details and provided status updates for ongoing transactions. • Assisted end-users with troubleshooting issues and processed payments via phone support. • Responded to emails and chat inquiries using the Zendesk platform, handling refund requests and appointment rescheduling. • Managed order placements and provided order status updates through chat and email communication. Sep 2016 –Sep 2017 STOMABAGS | MANAGUA, NICARAGUA (REMOTE) Customer Care Representative • Provided customer support by addressing complaints and inquiries, delivering product and service information, processing orders, and handling returns. • Managed incoming calls, troubleshooting and resolving incidents, and escalating issues to higher-level support when necessary. • Optimized the order and package tracking system, successfully increasing customer satisfaction to 87% based on post-implementation survey data. Mar 2016 –Sep 2017 AGENCIA ADUANERA P&M | MANAGUA, NICARAGUA Information Technology Manager • Coordinated, planned, and led IT-related activities within the organization, identifying IT requirements and implementing systems to meet the organization’s information system’s needs. • Managed the annual IT budget, ensuring cost-effective solutions while maintaining resource efficiency. • Safeguarded assets, ensured information security, enforced control structures, and conducted system audits to assess compliance and performance. • Managed Active Directory within Windows Server 2012, overseeing user and resource management. • Built and maintained secure network infrastructures, including routers, switches, and firewalls, to ensure robust network security. • Leveraged expertise in Windows Server technologies, including Active Directory, Remote Desktop Services, Group Policy, and Security Groups, to ensure seamless server and network management. • Designed, developed, implemented, and coordinated IT systems, policies, and procedures to streamline operations and ensure organizational alignment. Dec 2014 –Mar 2016 CONVERGYS | MANAGUA, NICARAGUA Customer Service Representative • Delivered product and service information, addressed customer inquiries, and resolved account-related issues with precision and efficiency. • Managed high volumes of incoming phone calls, ensuring prompt and effective customer support. • Provided accurate, valid, and comprehensive information using appropriate methods and tools to meet customer needs. • Went above and beyond to engage customers, adhering to communication procedures, guidelines, and policies to ensure high-quality service delivery. Jun 2009 –Nov 2014 ACCEDO TECHNOLOGIES | MANAGUA, NICARAGUA Help Desk Support Technician • Installed, upgraded, supported, and troubleshot Windows XP and Windows 7 operating systems to ensure optimal functionality. • • • • • • • • • • • • • • • • Installed, upgraded, and provided support for Microsoft Office 2010, Cisco Jabber, Outlook 2010, VMware virtual machines, Wise equipment, and desktop applications. Demonstrated basic proficiency with macOS, supporting software installations for Apple PCs/laptops, including Samba services, Outlook and printer’s setup, and troubleshooting network connectivity issues. Performed routine preventative maintenance on computers and laptops to ensure long-term system stability. Gained broad IT experience with a foundational understanding of networking, including labeling IDF ports, managing Cisco Switch Configuration Tool updates, and ensuring accurate VLAN assignments for data and voice traffic in compliance with technical documentation and naming conventions. Applied security measures by adding spanning locks for voice VLANs to ensure network integrity. Troubleshot network issues using pre-defined documentation, escalating unresolved issues to higher-level engineering support when necessary. Facilitated access to the MDF for ISP providers during fiber installations and bandwidth upgrades, ensuring connectivity for clients hosted within the internal data center infrastructure. Monitored network performance through SolarWinds, addressing alerts promptly to prevent production disruptions. Configured secure printing systems and managed user access to printers. Maintained inventory of all hardware, software, and user licenses to ensure asset tracking and compliance. Managed firmware updates for Avaya phones, configuring phone extensions and performing basic troubleshooting for voice-related issues. Administered Linux servers running Fedora OS, configuring RAID5 for storage management. Created and maintained technical documentation, detailing troubleshooting procedures and solutions for daily helpdesk cases, and obtaining RFC approval for changes. Configured shared folders, network drives, and backup systems to ensure proper data management and availability. Managed Active Directory, including creating, deleting, and configuring user accounts, adding computers to the correct organizational units (OUs), and applying relevant Group Policy Objects (GPOs). Transformed support operations to 100% by implementing a centralized ticket system (WordPress), reducing email-based requests and establishing key metrics to track problem resolution time and technician efficiency. Jun 2002 –May 2003 ATENTO SERVICES | MANAGUA, NICARAGUA IT Helpdesk Technical Assistant • Managed and maintained computer systems, desktops, and peripherals to ensure optimal performance and reliability. • Diagnosed, repaired, and upgraded hardware components to optimize workstation functionality and reduce downtime. • Configured routers to reroute traffic to a new ISP service, ensuring seamless network transitions. • Managed gateway configurations and PBX TeleVantage systems, ensuring proper system integration and functionality. • Configured Quantum Gateway and PBX TeleVantage systems, including setting up new SIP trunks for workstations and adjusting configurations for changes in ISP services. • Ensured proper configuration of gateways and PBX TeleVantage systems for efficient communication and network management. • Established and enforced network restrictions and desktop settings to maintain security and operational efficiency. • Configured proxy settings on Linux servers to manage network traffic and improve security. • Supported and managed hardware infrastructure, including Cisco routers, Quinton devices, Avaya PBX trunks, Windows Server 2000, and Linux servers, ensuring seamless operations. • Delivered tier-one help desk support for internal users, resolving a broad range of IT issues related to hardware, software, and network devices, ensuring prompt and effective solutions. EDUCATION May 2004 Bachelor's degree in Systems Engineering UNIVERSITY OF BUSINESS SCIENCES | MANAGUA, NICARAGUA • Major: Computer Science Minor: SKILLS • • • • • Remote tools and Software’s: ServiceNow, Zoho, Zoom, Airtables, Asana, Zendesk administrator, Jira Service ticket, RDP, Any Desk, Webex, Slack, SharePoint, Microsoft Teams, Zapier, DUO administrator, Sonic VPN, Fortinet VPN, Sonic wall, Microsoft Azure, Active Directory, google Workspace, Salesforce and more. Operating Systems: Windows XP, 7,8,10 & 11, MacOS, IoT., Other: DNS, Reverse DNS, DHCP, VPN, Tier 3 Help Desk Support, knowledge of computer hardware (such as CPU’s, RAM, Hard Drives), Basic Networking, (understanding of TCP/IP), RDP, O365 Time management, highly self-motivated and directed Keep attention to detail. Basic knowledge of IT Security and Data Privacy Principles, Strong Problem-solving and Technical Abilities, Customer service orientation Certifications • • • • • • • CompTIA A+ Microsoft Azure Fundamental – Microsoft Microsoft Data Fundamental – Microsoft Microsoft Azure Administrator – Microsoft AWS Cloud Practitioner – Amazon CCNA (CISCO Network academy Diploma) ITIL – AXELOS (Course)