I am an IT Operations and Service Delivery leader with more than 35 years in technology, leading teams, improving operational performance, and building reliable support organizations.
My experience spans end-user computing, service operations, application ownership, security coordination, release readiness, and cross-functional technology leadership across enterprise environments.
I focus on practical leadership, operational discipline, and creating support organizations that solve problems effectively while keeping the business moving.
Care Center IT operations, service delivery, compliance-aware support
Led desktop and service desk support operations across multiple U.S. time zones, driving SLA performance, escalation management, and end-user experience.
Enterprise support leadership, vendor coordination, operational excellence
Managed enterprise desktop operations across 230+ banking locations with responsibility for standards, procurement, field support, and business continuity.
Architecture-rooted problem solving, documentation, and technical systems
Applied architectural discipline to IT through structured thinking, documentation rigor, and cross-functional project coordination.
Architecture taught me structure. IT leadership taught me urgency.
My career began with architecture, construction, municipal planning, and engineering environments. That foundation grew into enterprise technology leadership across financial services and healthcare technology.
Endpoint lifecycle, workplace technology, onboarding, readiness, and support operations.
Operational reporting, SLA visibility, ticket quality, process consistency, and dependable support execution.
Team development, accountability, escalation ownership, and multi-site operational coverage.
Compliance-aware support, executive support, vendor coordination, and business continuity.
“Fernando proved to be an exceptional leader with a rare ability to balance large-scale strategic projects with meticulous operational excellence. Under his leadership, the team’s ticket SLAs improved from 60%–70% to a consistent 80%–90% month-over-month.”
“Fernando is one of the most dependable and respected professionals I have worked with. He takes ownership, follows through, and makes sure issues are completely resolved rather than simply checked off a list.”
“I have always enjoyed working with Fernando. He is very strong technically, which you would expect of someone with an IT background, but what makes him special is how interacts with customers, vendors and partners.”
“Fernando excels at knowing when to lead, when to assist, and when to give people room to learn and grow. He helped our team keep developing our technical skills, and in thriving as individuals and a team. Thanks to his knowledge and guidance I was able to "hit the ground running" when I joined the team, while always knowing assistance was available as needed.”
“Fernando is an excellent manager. He was fair and leads by example. He takes an interest in his employees’ growth and training.”