Sergio Fernandez-Navas
IT Support, Service Desk, and Identity & Access Management (IAM) professional
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About
IT Support, Service Desk, and Identity & Access Management (IAM) professional with 15+ years of experience supporting enterprise environments in Canada, Germany, and Spain. Expertise in Active Directory, Microsoft 365, user lifecycle management, access governance, authentication technologies, desktop support, and IT service operations. Proven success supporting large international organizations, including the European Central Bank, managing identity services, access controls, authentication systems, and security-related incidents.
Fluent in English and Spanish.
Experience
Service Desk Technician Level II at AFL Enterprise Services (2023-04 – 2024-01)
- Delivered Tier 1 and Tier 2 support for multiple business locations.
- Administered Active Directory accounts, permissions, password resets, and access requests.
- Supported Windows workstations, software deployments, hardware troubleshooting, and onboarding activities.
- Resolved authentication, connectivity, application, and endpoint issues while meeting SLA targets.
- Created and maintained knowledge base documentation and collaborated with infrastructure teams on escalated incidents.
Information Technology Support Assistant (Canadian Experience Program) at AFL Enterprise Services (2022-06 – 2023-04)
Security Operations Analyst / Identity & Access Management Specialist at European Central Bank (2014-07 – 2021-12)
- Managed identity and access services for enterprise users across critical banking platforms.
- Administered Active Directory accounts, security groups, permissions, and RBAC controls.
- Performed provisioning, deprovisioning, role changes, and access reviews in compliance with security policies.
- Supported authentication technologies including RSA tokens, digital certificates, and secure access solutions.
- Managed access to SAP, Exchange, and business-critical applications.
- Investigated and resolved authentication, access management, and email security incidents.
- Supported audits, compliance reviews, and security documentation initiatives.
- Developed operational procedures and collaborated with security, infrastructure, and application teams on new system implementations.
IT Support Consultant at Iron Mountain (2008-01 – 2014-06)
- Provided enterprise IT support for users, applications, infrastructure, and business operations.
- Delivered Tier 1 and Tier 2 support for hardware, software, network, and application issues.
- Administered Active Directory accounts, permissions, and access requests.
- Installed and supported desktops, laptops, printers, scanners, and enterprise applications.
- Assisted with Windows Server administration, software deployments, upgrades, and infrastructure maintenance.
- Managed IT asset inventories, technical documentation, and vendor coordination.
- Participated in IT projects, change implementations, system testing, and service improvement initiatives.
IT Support Roles at IBM, Mars, Asitur Asistencia (2000 – 2008)
- Provided desktop support, help desk services, systems operations, and infrastructure support.
- Supported Windows Server, Exchange, Active Directory, DNS, DHCP, TCP/IP, and backup environments.
- Delivered technical support to enterprise users across multiple industries.
Education
Diploma in Computer Studies – Langara College (2025)
