Miguel Reynoso
Philadelphia,PA
Summary
Dynamic Information Technology Support Specialist with extensive experience at University of Pennsylvania. Expertise in Linux and cloud storage solutions, excelling in training and empowering users while enhancing system functionalities.
Overview
14
14
years of professional experience
Work History
Information Technology Support Specialist Senior
University of Pennsylvania
Philadelphia, PA
07.2023 - Current
- Monitored IT usage to ensure compliance with established processes and policies.
- Developed user training materials for various IT systems.
- Supported infrastructure planning and deployment to align with organizational goals.
- Referred significant hardware or software issues to vendors for resolution.
- Coordinated with product and engineering teams to report bugs and request feature enhancements.
- Conducted training sessions enabling customers to utilize products effectively.
- Provided technical support and troubleshooting for end-users facing hardware or software challenges.
- Trained new support representatives on troubleshooting techniques and company protocols.
Systems Administrator (Helpdesk Supervisor)
University of Pennsylvania
, USA
07.2021 - 07.2023
- Coordinated with multiple vendors to prioritize requests and ensure timely deliverables.
- Supervised first tier support staff while managing O365 operations.
- Led change management initiatives and communicated system policies across all employee levels.
- Acted as liaison between users and upper-level support for technical infrastructure projects.
- Monitored backup processes and contributed to disaster recovery strategy development.
- Responded to automated system alarms, resolving issues directly or coordinating with peers.
Application Developer
University of Pennsylvania
Philadelphia, PA
07.2018 - 07.2021
- Integrated object-oriented design and development techniques into projects to support usability goals.
- Facilitated migration of legacy systems to modern application frameworks and architectures.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Integrated third-party APIs into existing systems for improved functionalities.
- Developed requirements for system modifications and new system installations.
- Wrote user manuals and other documentation for roll-out in customer training sessions.
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
Tech Support Specialist
University of Pennsylvania
, USA
01.2011 - 07.2016
- Conducted training sessions for non-technical staff on O365 and network troubleshooting.
- Led implementation of new software and integrated hardware into existing infrastructure.
- Provided consulting and technical support for applications and systems.
- Delivered end user support and technical assistance for various projects.
- Managed user accounts using Active Directory, LDAP, and Kerberos.
- Utilized extensive Linux experience across multiple distributions.
- Analyzed user needs to formulate specific actions and requirements.
- Oversaw Microsoft Azure cloud management initiatives.
Education
Systems Engineering -
University of Francisco Jose de Caldas
Bogota, Colombia01.2008
High School -
Institucion Educativa Distrital Hugo J. Bermudez
Santa Marta, Colombia01.2004
Associate in Systems Operations -
Computer Systems Academy (Cisco Systems)
Santa Marta, Colombia01.2004
Skills
- Linux/Unix
- MacOS X/OS X Server
- FreeNAS/TrueNAS
- Windows/Windows Server
- Oracle Maas
- CFEngine2
- Puppet
- SALT
- Network switches
- Firewall concepts
- Network monitoring
- SNMP
- Intermapper
- Nagios
- UPS monitoring
- Active Directory
- LDAP
- Kerberos
- Backup concepts
- Backup strategies
- Amanda backup
- Veeam
- NAS
- SAN
- EMC systems
- SAMBA
- NFS
- Cloud storage
- S3
- Swift
- VPN deployment
- Support
- ESX VMware
- Vsphere
- Openstack NOVA
- KVM
- Microsoft Office Suite
- O365
- C/C programming
- Shell Scripting
- UNIX
- CronJobs
- Website Maintenance
References
References available upon request.
Timeline
Information Technology Support Specialist Senior
University of Pennsylvania
07.2023 - Current
Systems Administrator (Helpdesk Supervisor)
University of Pennsylvania
07.2021 - 07.2023
Application Developer
University of Pennsylvania
07.2018 - 07.2021
Tech Support Specialist
University of Pennsylvania
01.2011 - 07.2016
Systems Engineering -
University of Francisco Jose de Caldas
High School -
Institucion Educativa Distrital Hugo J. Bermudez
Associate in Systems Operations -
Computer Systems Academy (Cisco Systems)
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