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.• Produced and revised knowledge articles to provide clear and current documentation, enabling lower tiers to access accurate information efficiently.• Utilized Kaseya VSA platform to ensure efficient operation and troubleshooting of any issues that arise.• Collaborated with fellow Level III engineers on weekly meetings to address tickets, refine procedures, and align on objectives to best aid each member’s respective desk. • Proactively engaged with vendors to address complex technical challenges lacking clear resolution pathsTECHNOLOGIES• Windows / macOS • Android / IOS • Exchange (Op/O/H) • Cisco Meraki• Windows Server • O365 / M365 • PowerShell • Kaseya VSA • Cisco Umbrella • Azure Cloud • VMware ESXi • Intune• ServiceNow • SentinelOne EDR • Fortigate • RDS Management

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.• Maintained ongoing communication with legal software vendors such as IManage to address and resolve unprecedented DMS issues.• Performed thorough reviews of escalated requests in the ticket queue, prioritizing actions based on escalation timelines, client requirements, and deadlines.• Worked closely with the project onboarding team to support client onboarding processes and document optimal practices for new clients.TECHNOLOGIES• Windows / macOS • Android / IOS • Exchange (Op/O/H) • Fortigate• Windows Server • O365 / M365 • PowerShell • RDS/Citrix Management• Bitdefender EDR • Azure Cloud • Hyper-V / ESXi • SonicWall• Cisco Meraki • Google Workspace • BeyondTrust RS • IManage/Netdocs/Worldox • N-able RMM

• 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.

Education record

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