Cloud Architect

Renato A. Reynoso

Houston, TX ***** 832-***-**** adi3qr@r.postjobfree.com https://www.linkedin.com/in/renato-reynoso-bb883978/ Solutions Design Multilevel Technical Support Help Desk Operations PROFESSIONAL SUMMARY

Accomplished Support Service Supervisor with 14+ years of growing experience in optimizing work flows and business processes using agile support methodologies, hands-on technical issues resolution, and responsive help desk operations procedures.

Analytical operations partner with comprehensive knowledge of staffing procedures for IT service, call center or customer service settings.

Driven administrator who can leverage management experience to foster a collaborative environment in diverse work settings.

Effective in implementing support protocols, troubleshooting procedures, and resource inventory to enhance end-user experience.

Subject matter expert in developing project-centric requirements such as performance planning and metrics-based management reporting.

Burgeoning leader with an exemplary work ethic and a high potential to successfully lead and manage a fully functioning help desk team. CORE COMPETENCIES

Help Desk Operations Help Desk Process Flows Help Desk Support Request Lifecycle Help Desk Ticketing System Hardware and Software Troubleshooting Support Knowledge Base Development Performance Management Project Support Staffing Technical Support Hiring and Onboarding Support Training Support Budget Planning/Control Customer Experience Management Automated Reporting Solutions

Systems Configuration Software Deployment Management Reporting Creative Decision-Making Call Tracking Technical Information Research Business Correspondence Writing Written/Verbal Communication Public Speaking TRAINING AND CERTIFICATION

Microsoft Certified Azure Solutions Architect Expert, ITIL v4 Foundation, MCDST, MCP TECHNICAL SKILLS

Cloud Platform Kaspersky Peripherals

Azure Defender Processor, Memory, and Graphic Card

Google Cloud Applications Motherboard

Microsoft Apps and Systems BeyondTrust Remote Support Network Adapters

Microsoft Office (2016, 2019, O365) Cisco Systems VPN Client USB Ports

Active Directory, Azure AD Spiceworks Wireless Connectivity

Exchange Server, Exchange online Veritas Backup Exec Hard Drives/Tape Drives

SCCM LogMein CD-RW/DVD+RW Drives

Hyper-V Citrix Scanners and Printers (Including MFP)

Powershell BMC Remedy Operating Systems

Visual Studio Code Adobe Acrobat Windows (7, 8, 10)

Azure Storage Explorer Process Explorer & Monitor Windows Server 2019

BatchExplorer DiskMon Mac OS (9, x-10)

ARM template ERD DOS

Networking HP Jet Admin iOS (13, and earlier version)

TCP/IP, DHCP, PPP, LDAP Partition Magic Andriod OS

SMB Symantec Ghost Suite & PC Anywhere Hardware

LAN/WAN/Wireless Messaging Platforms PC/Compatibles Security Teams Apple

Malwarebytes Skype for Business (MS Lync) Mobile Devices (cell & tablets)

Norton Avaya Modular Messenger Notebooks/ToughBooks PROFESSIONAL EXPERIENCE

PHOENIX TECHNOLOGY SERVICES HOUSTON, TX OCTOBER 2014 – MAY 2020 USA IT SUPERVISOR

Strategically lead a team of 2+ support technicians, consistently achieving service levels and performance targets with optimal efficiency.

Effectively managed and supported Azure and Google Cloud Platform.

Effectively managed Azure connect, users in Azure and all licensing for SAAS

Effectively managed all users access to Google Cloud Platform to access Google apps via the Azure AD.

Successfully execute a flexible process design through accurate documentation of all reported hardware/software problems.

Capitalize working knowledge of latest technologies to provide specialized real-time support for the president, CFO, and other directors.

Conduct careful reviews of existing Verizon data subscriptions to identify and remove all inactive/unused lines, resulting in economic plan modifications, more consistent payment schemes, and a minimum of 1.5k USD cost reduction from data plan costs.

Effectively source out new vendors to negotiate multifunctional printer support services contract, resulting in one integrated bid for all US sites/offices, maximized printer performance, increased output, and an additional cost savings of at least 2.5k USD.

Facilitate better user experiences across all US sites by overseeing seamless migration to Windows 10 and Microsoft Office 365.

Demonstrate exemplary leadership in overseeing end-user environments across all offices and locations in the United States.

Coordinate equipment and network training sessions to guarantee smooth transitions and immersive experiences for new users.

Maximize strong verbal communication skills to provide multitiered support across all US offices in collaboration with 18+ vendors.

Leverage in-depth knowledge of wireless technologies in partnership with 2+ providers to support mobile services on a nationwide scale.

Pioneer standard operating procedures that optimized end-user experiences through simplified solutions for recurring technical issues. ENTERPRISE PRODUCTS HOUSTON, TX JULY 2007 – MAY 2014 LEAD DESKTOP SUPPORT

Enabled the fluid delivery of customer-focused services by successfully supporting 1.3 k end-users across different business units.

Minimized the frequency of support requests by resolving common technical issues and concerns using a step-by-step process.

Effectively combined incident management experience with critical thinking to assume support for escalated or unresolved issues.

Consistently improved operational knowledge of Mac, PC, and mobile platforms to provide concierge-level support for C-Level executives.

Ushered in progressive end-user experiences across multiple states by leading Windows 7 migration within a timetable of 5+ months.

Regularly conducted routine maintenance activities to ensure virus/malware-free resources and minimal malicious device activities.

Actively participated in the evaluation of software systems and contractors to preserve quality in various phases of each project. WESTSIDE REGIONAL MEDICAL CENTER PLANTATION, FL AUGUST 2004 – MAY 2007 SENIOR SYSTEM COORDINATOR

Effectively managed and supported vast IT infrastructures to ensure continuous access to robust healthcare information systems.

Leveraged experience with networks and operating systems to effectively manage 300+ users, 16+ servers, 550+ workstations.

Nurtured optimal resource performance and reliability through proactive maintenance and offsite delivery of everyday backups.

Capitalized on working knowledge of ZTI/OSD to power nurses and physicians with seamless access to critical systems and applications.

Simplified the use of operating systems and other technical resources, using Symantec Ghost to expedite application installation times.

Facilitated adaptable and progressive healthcare administration by providing continuous updates to servers and PC terminals.

Consistently engaged in immersive training to maintain working knowledge of new systems deployed by the hospital’s corporate division. PREVIOUS EXPERIENCE

HCA EAST FLORIDA DIVISION FORT LAUDERDALE, FL APRIL 2004 – AUGUST 2004 IT SUPPORT SPECIALIST

HARKESS-ORD NEW YORK, NY APRIL 2001 – NOVEMBER 2003 SITE ADMINISTRATOR

SHORT-TERM PROJECTS

LIBERTY MUTUAL W2K UPGRADE (3 SEPPROJECTS) LAKE MARY, FL INSTALLER/DESKTOP SUPPORT FEBRUARY 2004 – MARCH 2004 NORTHWEST AIRLINES ORLANDO, FL INSTALLER/DESKTOP SUPPORT MARCH 2 – 4, 2004 LA QUINTA INNS OCALA; ORLANDO; DAYTONA, FL INSTALLER/DESKTOP SUPPORT FEBRUARY 22 – 25, 2004 INTERCONTINENTAL HOTEL GROUP/HOLIDAY INN EXPRESS MELBOURNE, FL SITE SURVEYOR MARCH 25, 2004 DHL FORT LAUDERDALE, FL INSTALLER/DESKTOP SUPPORT (REFRESH SPECIALIST) NOVEMBER – DECEMBER, 2004 EDUCATION

Associate of Science in Visual Communication, Art Institute of Fort Lauderdale, Fort Lauderdale, FL

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