Vesna Franelich Ríos

IT Support Specialist | Systems Administration
Chile
vfranelich@gmail.com | +56 9 6657 1882



Professional Summary

IT Support and Systems Administration specialist with experience working in continuously operating environments and acting as a primary point of contact for technical incident resolution.

My work is based on observing real system behavior, identifying failures, validating changes, and keeping production systems running in a stable and reliable manner. I am accustomed to analyzing problems, applying immediate solutions when required, and verifying that fixes are effective and sustainable over time.

This approach allows me to adapt to roles focused on system analysis, validation, and improvement, in addition to traditional technical support.



Core Competencies

Support, Analysis, and Operations

  • Incident resolution in production environments
  • Failure analysis and system behavior assessment in real use
  • Validation of changes, configurations, and fixes
  • Implementation of immediate measures to prevent service outages
  • Documentation of findings, procedures, and solutions

Corporate IT Support and User Operations

  • Remote L1–L2 technical support for distributed teams
  • User onboarding and offboarding (accounts, access, devices)
  • IT inventory management and device lifecycle tracking
  • Incident and request management (OTRS, KIX – Jira-like workflows)
  • User documentation and internal knowledge bases

Identity, Devices, and Security

  • Active Directory (users, groups, permissions)
  • VPN and MFA support
  • Device configuration and management (DSM, Jamf, Munki, Enteo – MDM)
  • Windows and macOS troubleshooting
  • Basic Linux support

Collaboration and Infrastructure

  • Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
  • LAN / Wi-Fi support and troubleshooting
  • NAS implementation and SMB configurations
  • Videoconferencing support (Cisco, Tandberg, WebEx, Teams)



Professional Experience

SIAS – IT Support and Systems Administration (Since 2024)

  • IT support for organizations and end clients
  • Diagnosis and resolution of technical incidents in production environments
  • Validation of configurations and fixes before and after changes
  • Implementation of workarounds to prevent service interruptions
  • Remote and on-site support, request prioritization, and incident follow-up
  • NAS implementation and LAN / Wi-Fi network optimization
  • Website migrations and modernization of legacy PHP systems (5.2 → 7.4)
  • Technical documentation and procedures to ensure service stability

European Southern Observatory (ESO) – Vitacura & Paranal
IT Support Specialist
Vía DCS (2010–2014) · COMARCH (2015–2020) · DCS (2021–2023)

  • Primary point of contact for IT support, ensuring operational continuity in a critical environment
  • L1–L2 IT support for Windows, macOS, and basic Linux systems in scientific and operational teams
  • Account, group, and permission management in Active Directory, VPN access, and MFA enrollment support
  • Preparation, configuration, and deployment of corporate devices using Enteo, Munki, DSM, and Jamf
  • On-site and remote support for meetings, presentations, and videoconferencing systems
  • IT inventory management and tracking of assignments, loans, and replacements
  • Incident logging, analysis, troubleshooting, and internal procedure documentation

Freelance IT Technical Services (2003–2010)

  • Hardware, software, and network support for individuals and small businesses
  • On-site and remote technical assistance

GASCO S.A. – IT Support (2001–2002)

  • IT support for more than 100 users: PCs, notebooks, printers, and corporate applications



Education and Certifications

  • Associate Degree in Network Administration – IACC
  • Google Technical Support Fundamentals
  • ITIL Foundation V3
  • Mac Integration Basics 10.10
  • MCTS: Windows Server 2008 Network Infrastructure
  • Installing and Configuring Windows Server 2012

© 2025 Vesna Franelich Ríos