Federico SerronIT Support Analyst
Profile

IT Support Analyst with 8+ years resolving L1/L2 incidents across service desk, networking, servers and hardware. Kept mission-critical telephony running for 150-seat call centres, handling ~22 tickets a day plus after-hours on-call work. Now troubleshooting IoT hardware in Adelaide while completing an Advanced Diploma of Information Technology (Cyber Security); Google Cybersecurity certified, CompTIA Security+ in progress. Bilingual, calm under pressure and security-first.

Skills
Technical Support|Service Desk|Incident Management|Troubleshooting|TeamViewer|Ticketing (Jira)|Remote Support|On-site Support|Hardware Repair|Windows|Linux|Linux Server|macOS|PC & Mac Repair|Soldering|Networking|TCP/IP|DHCP|VLANs|Network Diagnostics|VMware|Cloudflare|Nessus|Vulnerability Scanning|Backup & Disaster Recovery|Customer Service|Technical Documentation|Acronis|Remote Desktop (RDP)|Wireshark|Docker|SQL|Python|Git|GitHub
Professional Experience

Beam Mobility

Fleet Technical Specialist
02/2024 – Present | Adelaide, Australia
  • •Diagnose and repair ~12 shared micromobility vehicles daily, troubleshooting IoT hardware, electrical and connectivity faults to return units to service quickly.
  • •Apply firmware updates and resolve IoT connectivity issues, isolating root causes across hardware, firmware and network layers.
  • •Perform preventive and corrective maintenance, prioritising the repair queue to maximise fleet availability and following safety procedures.

    • Self-employed (remote clients in Uruguay)

    Freelance Full Stack Developer & Automation Specialist
    06/2025 – Present | Remote
  • •Build and support web applications and business workflow automations (Zapier, Make, n8n, Supabase) for small business clients.
  • •Built a payment automation integrating dLocal Go that provisions access for 70% of new and recurring subscriptions, enabling payments from markets where Stripe is restricted (mainly Argentina).
  • •Diagnosed a race condition in a payment-webhook automation that caused duplicate processing and false escalations; implemented an idempotency guard using a PostgreSQL UNIQUE constraint, row-level security and error handling.

    • Globant⁠

    Test Automation Engineer
    12/2021 – 05/2022 | Montevideo, Uruguay
  • •Automated QA processes by integrating test pipelines into Jenkins, reducing manual testing time by 30% and accelerating deployments while collaborating with development and product teams in an agile environment.
  • •Built internal tools in C# and scripting that automated ~4 repetitive QA tasks, improving team efficiency.

    • Self-employed

    Freelance IT Support Consultant
    01/2018 – 09/2021 | Montevideo, Uruguay
  • •Delivered end-to-end IT support to 10 business and residential clients (~30 managed devices), acting as the primary point of contact for on-site and remote issues via TeamViewer, AnyDesk and RDP.
  • •Deployed the full IT infrastructure for a private security company, including network setup, IP security camera (CCTV) integration, server configuration, user workstation provisioning and software licence management.
  • •Diagnosed and repaired Windows PCs and MacBooks at software and hardware level, including component replacement (storage, RAM, boards) and soldering repairs, extending device lifespan and avoiding replacement costs.
  • •Configured and administered small office networks, removed malware and managed OS deployments and updates to keep client systems secure and up to date.
  • •Implemented and managed backup and disaster recovery routines using Acronis to safeguard client data.

    • Isbel S.A.

    Technical Support Specialist
    12/2011 – 09/2016 | Montevideo, Uruguay
  • •Resolved ~22 support tickets per day via an in-house ticketing system, providing L1 support across business clients and L2 support for Asterisk PBX environments, escalating to engineering when required.
  • •Maintained and troubleshot Linux-based Asterisk PBX servers for call centres of ~150 agent seats, where telephony availability was critical to client operations.
  • •Diagnosed and restored voice and data services through network troubleshooting, identifying root causes across servers, network infrastructure and VoIP systems.
  • •Participated in on-call rotation and performed after-hours maintenance on-site, scheduling changes outside business hours to avoid disrupting high call volumes.
    • Projects

    Self-Hosted Infrastructure & Security Monitoring (fserron.com)

  • •Manage multiple containerised applications on a Linux VPS using Docker, Portainer and a Caddy reverse proxy; only ports 80/443 are exposed, with all services isolated on an internal Docker network and fronted by Cloudflare.
  • •Investigated automated scans probing subdomains for exposed secrets (.env, .git, terraform.tfstate); verified all attempts were blocked via Cloudflare Security Events, confirming no data exposure.
  • •Ran Nessus vulnerability scans against lab Linux and Windows Server VMs, identifying critical and medium-severity findings including an UnrealIRCd backdoor (CVE-2010-2075) and HTTP TRACE/TRACK enabled on Apache.

    • AhorrApp⁠

    Full Stack Development
  • •Implemented JWT authentication in Flask and React to secure protected routes, backed by a PostgreSQL database designed with SQLAlchemy.
    • Education & Certifications

    Melbourne Metropolitan College⁠

    Advanced Diploma in Information Technology (Cybersecurity) ICT60220
    01/2025 – 12//2026 (expected)Adelaide, Australia

    CompTIA Security+

    In Progress – Expected 04/2027

    Google⁠

    Google Cybersecurity Professional Certificate
    11/2025 | Coursera

    4Geeks Academy LATAM⁠

    Full Stack Software Developer
    12/2024 – 05/2025 | Online, LATAM
    Languages
    Spanish — Native|English — C1 IELTS