Summary
Overview
Work History
Education
Certification
References
Timeline
Skills
Work Preference
Work Availability
Additional Information
Software
Accomplishments
Interests
BusinessAnalyst
Luis Fonseca

Luis Fonseca

IT SUPPORT TECHNOLOGY SPECIALIST
SAN JOSE ,SAN JOSE

Summary

About Me: Versatile IT professional with skills in system administration, network management, software support, and cybersecurity. Committed to continuous learning to stay updated on technological advancements. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience
50
50

Certifications

2
2
Languages

Work History

Roche Senior Support IT Specialist

ArcSight, HP, Microsoft
05.2022 - 09.2023
  • (SIEM support for, )
  • PowerShell, Bash scripting
  • Office 365 admin, Teams support
  • Azure Active Directory, VM creation, Security configuration
  • VPN configuration, Switching, Routing
  • Mobile security deployment, Cloud security
  • Kali Linux, Parrot OS, Scripting, Python
  • CompTIA Sec +, PowerShell Scripting, Public key infrastructure, Risk management
  • Certificate management and creation
  • Printer Support
  • IAM management Support
  • Mobile Devices Support
  • Tech Support in Windows, Mac and Linux environments
  • Windows Server 2016 , 2019
  • Customer Service Experience
  • Sales Force , Service Now, Sharepoint
  • Remote Support experience with RDP, Bomgar Cisco Remote Connection
  • Email Support Outlook, Thunderbird local support, Provided second-level support for various services
  • Efficiently managed Incidents and Requests following ITILv3 guidelines
  • Encouraged customer self-service and contributed to knowledge articles
  • Actively participated in projects and obtained certifications in Six Sigma, Lean, and
  • Kaizen methodologies.

Technical Support Specialist

DXC Level
05.2019 - 05.2022
  • Comprehensive support for internal users and external clients
  • Troubleshooting for operating systems, Office 365, Azure Active Directory, VPN
  • SharePoint, and more
  • Successfully resolved complex technical issues and improved system efficiency.

Software Installation Specialist

GBS, Networking
01.2018 - 01.2019
  • Hands-on support for enterprise users, equipment installations, networking, and server configuration
  • Involved in procurement, access control, website support, and meeting room setup
  • Provided support for various operating systems, scripting, and Linux-based systems.

Concentrix Network Support Agent

Concentrix
01.2016 - 01.2018
  • Managed licensing and contract-related aspects for diverse clients, including major entities and government agencies
  • Provided licensing support, contract management, billing resolution, and router configuration
  • Supported VIP users and played a crucial role in ensuring the stability and security of critical infrastructure.

Service Desk Support

Fujitsu
02.2014 - 01.2016
  • Frontline support for IT-related queries and issues
  • Managed Active Directory, access badge support, email support, and various operating systems
  • Provided support during non-standard working hours.

Education

High School Diploma -

Luis Alonso Fonseca Bonilla
SAN JOSE
1995.01 - 2008.12

CERTIFICATE - ENGLISH LANGUAGE

INA
SAN JOSE
02.2008 - 11.2012

CERTIFICATE - CISCO NETWORKING

UCR
SAN JOSE
03.2012 - 03.2016

STUDENT - SOFTWARE ENGINEERING

UIA
02.2008 - 07.2013

STUDENT - WEB DESIGNING

Ucreativa
SAN JOSE
03.2016 - 06.2018

CERTIFICATE - WEB DEVELOPMENT

UCCART
SAN JOSE
02.2014 - 11.2014

CERTIFICATE - IT ESSENTIALS

UCR
02.2017 - 11.2017

CERTIFICATE - CIBERSECURITY WITH PARROT OS AND KALI LINUX INTERMEDIUM LEVEL

F SECURITY
SAN JOSE
01.2019 - 07.2020

CERTIFICATE - AZURE 900 FUNDAMENTALS AND AZURE SC 900 FUNDAMENTALS

MICROSOFT
SAN JOSE
02.2021 - 07.2022

COMPTIA SEC+ - CIBERSECURITY TECHNICIAN

ULATINA
SAN JOSE
02.2023 - 12.2023

Certification

Software Engineering Student U.I.A. Web Development 8 months at UCCART Web Development Student at Uncreative CCNA 4 modules in the UCR IT Essentials completed. F security cybersecurity course in progress level 2 of 3 Intermediate Linux Course Basic Python Course Ethical Hacking Course F Security Level 2 Azure and AWS platforms Azure Fundamentals AZ 900 Certificate Azure SC 900 Certificate CompTIA Sec+ Python 2 Azure AZ 500

References

Personal References: David Chavarria, DXC Lead Support, +506 8315 9029 Esteban Quintanilla, HP Tech Support at Infosys, +506 71849839 Manuel Ching, Movistar Marketing Manager Specialist, +506 70837442

Timeline

COMPTIA SEC+ - CIBERSECURITY TECHNICIAN

ULATINA
02.2023 - 12.2023

Roche Senior Support IT Specialist

ArcSight, HP, Microsoft
05.2022 - 09.2023

CERTIFICATE - AZURE 900 FUNDAMENTALS AND AZURE SC 900 FUNDAMENTALS

MICROSOFT
02.2021 - 07.2022

Technical Support Specialist

DXC Level
05.2019 - 05.2022

CERTIFICATE - CIBERSECURITY WITH PARROT OS AND KALI LINUX INTERMEDIUM LEVEL

F SECURITY
01.2019 - 07.2020

Software Installation Specialist

GBS, Networking
01.2018 - 01.2019

CERTIFICATE - IT ESSENTIALS

UCR
02.2017 - 11.2017

STUDENT - WEB DESIGNING

Ucreativa
03.2016 - 06.2018

Concentrix Network Support Agent

Concentrix
01.2016 - 01.2018

CERTIFICATE - WEB DEVELOPMENT

UCCART
02.2014 - 11.2014

Service Desk Support

Fujitsu
02.2014 - 01.2016

CERTIFICATE - CISCO NETWORKING

UCR
03.2012 - 03.2016

CERTIFICATE - ENGLISH LANGUAGE

INA
02.2008 - 11.2012

STUDENT - SOFTWARE ENGINEERING

UIA
02.2008 - 07.2013

High School Diploma -

Luis Alonso Fonseca Bonilla
1995.01 - 2008.12

Skills

  • Social Media Management
  • Continuous Improvement Planning
  • Process Design
  • Quality Control Guidelines
  • Customer Support
  • Infrastructure Maintenance
  • Engineering Team Support
  • Escalation Management
  • Special Requests
  • Website Copy
  • User Experience
  • Data Connectivity
  • Issue Research
  • Linux Server
  • Constructive Feedback
  • First Level Support
  • Server Support
  • Hardware and Software Configuration
  • Technical Support Coordination
  • Customer Communication
  • Managing Incidents
  • Case Support
  • Video Conferencing
  • Customer Accounts Management
  • Computer System Diagnostics Software
  • Operational Support
  • Ticket Creation
  • Customer Satisfaction
  • Technical Presentations
  • Sales Presentation
  • Issue Escalation
  • Network Server Management
  • Social Media Management
  • Root Cause Support
  • Unix Environments
  • Wide Area Network (WAN)
  • Training Material Development
  • Friendly and Patient
  • Team Meetings
  • Resolve Technical Problems
  • Read Technical Manuals
  • Equipment Decommissioning
  • Collaborative Environments
  • Site Visits
  • Root Cause Failure Investigation
  • Troubleshooting Network Issues
  • Emergency Service Coordination
  • Windows NT
  • Access Management Software
  • OSI Models
  • Virtual Agents
  • Customer Communication and Empathy
  • Scheduling
  • Mentoring

Work Preference

Work Type

Full TimePart TimeContract WorkInternship

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balance

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information

I'm a versatile IT professional with a robust skill set on system administration, network management, software support, and security expertise. My commitment to continuous learning keeps me abreast of technological advancements, enabling me to contribute effectively to diverse IT environments.

Software

OFFICE 365

SAP

POWER BI

IAM

KALI,PARROT

LINUX

MICROSOFT OS SYSTEMS

MAC OS SYSTEMS

CISCO CLI AND WEB INTERFACE

SIEM ARCSIGHT EXPERIENCE

TRELLO

SERVICE NOW

PACT LIGHTNING

JIRA

CISCO VOICE SYSTEMS

CLOUD SYSTEMS AZURE AND AWS

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved Window Server Issues which led to re establishment of network activity.
  • Collaborated with team of 6 in the development of the Structure Wiring for an entire building.

Interests

BASKETBALL

GYM

CHURCH

VIDEO GAMES

CIBERSECURITY

FOREST AND BEACH

TRAVEL AND ADVENTURES

REAL STATES

SALES

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Luis FonsecaIT SUPPORT TECHNOLOGY SPECIALIST