Sergio Karim Garcia Bernal

Senior IT Engineer

Caylent

Sep 2024 - Current (2 years 2 months)

• Zero-disruption credential migration: Led company-wide move from LastPass to 1Password for 100% of
staff on time, zero security incidents,

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IT Support Engineer III

ICON PIc

Apr 2023 - Sep 2024 (1 year 6 months)

• Global Major Incident Mgmt: Core member of worldwide MIM team, coordinating P1 response across 5
regions (India, USA, Ireland, UK, LATAM) — standardized escalation cut resolution times.
• Root cause leadership: Spearheaded RCA on recurring multi-region outages, delivering permanent fixes that
eliminated repeat incidents.
• Team uplift: Mentored 4+ junior engineers; team absorbed 20%+ more tickets without adding headcount.
• Documentation compliance: Rewrote internal IT runbooks — 100% audit-ready across LATAM support
function.

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IT Engineer

Syntage

Oct 2022 - Apr 2023 (7 months)

• Endpoint centralization: Implemented JumpCloud across the full macOS/Windows fleet — reduced ad-hoc access issues by approximately 40%.
• Onboarding automation: Built provisioning scripts that cut manual IT effort per hire from around 3 hours to less than 30 minutes.
• ISO 27001 readiness: Led policy gap analysis with zero critical findings in the initial audit, and am on track for certification.
• Vendor & budget control: Managed the full procurement cycle, maintaining IT spend within the approved budget for consecutive quarters. Additionally, I effectively managed Service Level Agreements (SLAs) as a core component of daily operations, tracking and enforcing response and resolution time standards across all IT suppo

IT Support Analyst → Lead

Lyft

Dec 2020 - Oct 2022 (1 year 11 months)

• Bi-national support ownership: Sole IT lead for Mexico; managed Google Workspace (Super Admin) and
remote support for MX + U.S. staff.
• Service desk performance: Consistently green SLA status; delivered daily metrics to U.S. IT leadership
driving proactive improvements.
• Training curriculum: Built IT onboarding program from scratch — adopted as standard for all new IT hires.
• Logistics optimization: Streamlined equipment request workflow — cut delivery lead time ~35%.

IT Support Specialist

Covalto

Sep 2019 - Dec 2020 (1 year 4 months)

• Provided comprehensive on-site and remote IT support, ensuring seamless operations through effective management of Active Directory (AD) and Google Workspace as a Super Admin. Maintained 100% hardware asset visibility while overseeing employee onboarding and offboarding processes. Demonstrated strong troubleshooting skills to resolve technical issues efficiently, adhering to established SLAs. Additionally, gained practical exposure to databases through the administration of user directories in AD and Google Workspace, showcasing my ability to work with structured data at the system level. While not a database specialist, my technical comfort and quick learning ability enable me to adapt to new tools and systems as needed.

Technical Support Analyst

AT&T

May 2018 - Sep 2019 (1 year 5 months)

• On-site support for 4,000-user contact center: hardware, VMs, AD, MDM mobile fleet, and VLAN support for
remote network team.

IT Support Analyst

Compucom

Oct 2015 - Apr 2018 (2 years 7 months)

Field Ops
• Tier 1 & 2 support across USA and LATAM. Authored knowledge-base articles that improved team efficiency.
Consistent SLA adherence across all tickets.

Sergio Karim Garcia Bernal

About

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Résumé

Sergio Karim Garcia Bernal

About

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Behavioral traits