Adrian Fonseca
@adrianfonseca
I’m a technical support and Azure cloud infrastructure professional focused on reliable, SLA-driven operations.
Costa RicaWhat I'm looking for
I’m a technical support and cloud infrastructure professional with 5+ years supporting SaaS and cloud environments, managing high-volume support queues, and administering cloud identity and access. I’m Azure (AZ-104) and Linux (LFCS) certified, with hands-on infrastructure-as-code lab experience using Bicep, Azure networking, and monitoring.
In my current Microsoft Partner technical support role, I manage multi-client requests via ServiceNow and Jira—triaging, tracking SLAs, escalating when needed, and closing cases—with a focus on structured root-cause analysis. I also administer Microsoft 365 and Entra ID (MFA, Conditional Access, RBAC), investigate Azure alerts using Log Analytics/KQL, and improve workflows by turning runbooks and knowledge into repeatable operations.
Experience
Work history, roles, and key accomplishments
Managed 500+ multi-client support requests annually via ServiceNow and Jira — triage, SLA tracking, escalation, closure — with zero SLA breaches. Administered Microsoft 365/Entra ID access (MFA, Conditional Access, RBAC) and investigated Azure alerts via Log Analytics/KQL. Authored knowledge base articles/runbooks; redesigned reporting, cutting daily handling time from 5 hours to 1.
Technical Support & Electronics Tech
Intronix S.A.
Oct 2020 - Dec 2024 (4 years 2 months)
Diagnosed and resolved hardware, software, and connectivity issues end-to-end for direct clients. Documented recurring failure patterns and corrective actions.
Education
Degrees, certifications, and relevant coursework
Universidad Fidélitas
Bachelor of Engineering, Computer Systems Engineering
2021 - 2026
Pursuing a B.Eng in Computer Systems Engineering at Universidad Fidélitas (2021–2026).
COVAO
Technical Diploma, Industrial Electronics
2018 - 2020
Completed a Technical Diploma in Industrial Electronics at COVAO (2018–2020).
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Website
odr3n.github.ioPortfolio
odr3n.github.ioSalary expectations
Social media
Job categories
Interested in hiring Adrian?
You can contact Adrian and 90k+ other talented remote workers on Himalayas.
Message AdrianGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
