Luis Alonso Fonseca Bonilla Technology Support Specialist / Informatics Support

Startup Advisor (CSM) for Microsoft under Accenture

Accenture

Nov 2025 - Current (10 months)

Delivered strategic cloud advisory and technical customer success support to enterprise organizations adopting Microsoft cloud technologies through Accenture. Partnered with business and technical stakeholders to accelerate cloud adoption, optimize existing environments, and drive measurable business outcomes using modern cloud architectures and platform services. Advised enterprise customers on the adoption and optimization of Microsoft Azure and Microsoft 365 solutions to improve operational efficiency, scalability, and business resilience. Provided proactive Customer Success support by analyzing customer environments, identifying technical or operational bottlenecks, and recommending secure cloud-native architectures. Guided organizat

Client Technical Support Specialist

Spreedly

Jan 2025 - Dec 2025 (1 year)

Served as a Technical Support Engineer supporting the Customer Success organization for Spreedly’s payment orchestration platform. Acted as a technical partner to Customer Success Managers, ensuring successful implementation, stability, and optimization of complex payment integrations for enterprise and high‑growth customers. Provided expert technical guidance across API‑based workflows, payment gateway integrations, transaction routing, tokenization, and multi‑processor setups. Supported customers throughout onboarding and post‑go‑live phases, helping them diagnose and resolve payment issues while accelerating value realization from the platform. Key responsibilities and contributions included: Partnered closely with Customer Success Mana

Technology Support Specialist

AstraZeneca

Feb 2024 - Jan 2025 (1 year)

As a Tech Support Specialist, I provided support for a variety of services, procurement, and IT services, Azure IAM, Hardware and software support, Meeting rooms configurations, Wireless and wired support, Procurement order support, Inventory management while providing great customer services and adherence with Internal SLAs. Summary of work description: Offered support to Office 365 admin portal SAP support role Service now ticketing systems Pact Lightning Jira Support Ticketing system Supported access issues with Vault for Confidential documentation Teams licensing systems Azure IAM Azure Intune management system Azure Active Directory VPN support Internet connection support from office and home Power BI Microsoft Server 2022 Cisco net

Senior Information Technology Specialist

Roche

Mar 2022 - Feb 2024 (2 years)

Description: As a Senior Support Specialist, I provided second-level support for a variety of services, procurement, and IT services. Here's a concise summary of my contributions: Incident and Request Management: I efficiently managed Incidents and Requests across different communication channels, adhering to ITILv3 guidelines for resolution. Offered reports related to PCI-DSS,HIPAA,GDPR,CCPA and Nist Framework compliance. Performed compliance checks for on-premise and cloud environment. (Azure Entra Id, Sentinel) Offered support configuration and continuous checks for Office 365 Security Management. Networking support for blacklisting unsecure IPs Experience with SIEM(connectors correlation and configuration filtering to capture differen

Core Engineer

Microsoft

Jan 2019 - Jan 2022 (3 years 1 month)

Description: Provided technical support for Windows, Mac, iOS, and Android devices, Office 365, Azure AD, and VPN connectivity. Assisted with SharePoint, printers, network access, and data analytics tools like Power BI and SQL Data Studio. Ensured cybersecurity through virus removal, whitelisting, and threat detection, while supporting remote access and onboarding of new users and devices. Responsibilities: Assisted users with SharePoint, including adding network drives, shared folders, and creating distribution lists and security groups. Configured and added printers to user computers for seamless printing. Addressed known issues related to Windows 11, offering effective workarounds and solutions. Provided support for legacy equipment a

IT Support Technician

GBS

Jan 2018 - Jan 2019 (1 year 1 month)

As an Onsite IT Support Engineer, I was responsible for providing technical support and maintaining the organization’s IT infrastructure to ensure efficient business operations. My role included hands-on troubleshooting, user support, hardware deployment, networking, and infrastructure maintenance across multiple environments. I provided direct support to enterprise users and internal employees by resolving hardware, software, operating system, connectivity, and application-related issues. I supported desktops, laptops, printers, mobile devices, peripherals, and collaboration tools while ensuring minimal downtime and high customer satisfaction. I managed equipment installations and deployments, including configuring computers, printers, ne

Network Support Technician

Verizon

Jan 2016 - Jan 2018 (2 years 1 month)

As a Networking Licensing Engineer, I played a vital role in managing licensing and contract-related aspects of our clients' networking infrastructure. My responsibilities extended to a diverse client base, including high-profile organizations and government entities, where precision and attention to detail were essential in ensuring the integrity and functionality of their critical networking systems. • Product Activation: I guided clients through the process of activating software and hardware products, ensuring they were properly licensed and functional. • Diverse Client Base: Some of the clients I interacted with were major entities, including Facebook, communication companies, military contractors, and government agencies. These

Luis Alonso Fonseca Bonilla

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