Christopher Polanco Email & Phone Number

New York, United States

United States

• Escalation point for the pods I'm assigned to. Very similar to the responsibilities of my previous employer. Primarily support a slew of veterinary clinics owned primarily by a large scale community veterinary network.
• Resolved escalated helpdesk tickets, providing timely and effective solutions to clients' technology issues.
• Provided Tier III support for a wide range of technologies including infrastructure, domain services, network, firewalls, VPN solutions, backup and recovery platforms, cybersecurity, and cloud environments.
• Supported clients with Wi-Fi, network switches, firewalls, servers, network connections, ISP connectivity, and peripherals.
• Managed setup of user accounts, email, device shares, scanner, virtual devices, software/OS maintenance, server stack upkeep, power management, and remote access management.
• Functioned as an Escalation Resource, offering guidance and support to lower-level tiered support staff.

New York, United States

• Resolved escalated helpdesk tickets, providing timely and effective solutions to clients' technology issues.
• Provided Level 3 support for a wide range of technologies including infrastructure, domain services, network, firewalls, VPN solutions, backup and recovery platforms, cybersecurity, and cloud environments.
• Conducted weekly meetings with leadership to assess team performance, propose enhancements, and strategize for upcoming projects.
• Instructed helpdesk members on procedural adherence and the effective utilization of diverse legal software, encompassing troubleshooting techniques and escalation protocols.
• Supported clients with Wi-Fi, network switches, firewalls, servers, network connections, ISP connectivity, and peripherals.
• Managed setup of user accounts, email, device shares, scanner, virtual devices, software/OS maintenance, server stack upkeep, power management, and remote access management.

• Remotely diagnosed, troubleshooted, & resolved hardware, software, or other network and system issues.
• Answered calls in a timely fashion to ensure low call-wait time and reinforce positive helpdesk call metrics.
• Reviewed knowledgebase for client configurations/servers/applications and updated outdated documentation when needed.
• Collaborated with team members to ensure proper procedure when troubleshooting as well as assist when needed.
• Escalated tickets to the proper designated teams/departments to ensure best possible care for client issues based on need.
• Worked primarily with BMC Remedy ITSM as ticketing platform to review, modify, cancel and escalate tickets.

New York, New York

• Diagnosed, troubleshooted, & resolved hardware, software, or other network and system issues.
• Suggested changes to improve systems/network configurations, and determined hardware/software requirements related to changes.
• Planned, coordinated, and implemented network security measures to protect data, software, and hardware.
• Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access.
• Maintained logs related to network functions, as well as maintenance and repair records.
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. Replaced defective components when necessary.

Queensborough Community College

• Computer Lab Associate; (Term Ended 12/21/2016)
• Provided resources and technical support for students having inquires related to their computers/the internet/Applications/ect.
• Assigned students to designated computers through the use of lab software.
• Answered phone calls and redirect callers to their designated department/personal.
• Did quarterly sweeps to ensure that any unmanned computer is unassigned and ready for use.

Bachelor’S Degree, Computer And Information Sciences, General

Graduated with a Bachelors of Business Administration essentially with a focus on Computer Information Systems.

Associate’S Degree, Computer Engineering Technology/Technician

Graduated here in 2016 with an AAS in Computer Engineering.

Bachelor’S Degree, Information Systems Techonolgy

Activities and Societies: Student Government, Position of Evening Students Representative at Berkeley College for two semesters.Due to.

Education record

President’s Award for educational achievement, awarded at John Bowne High School.