Chris Buchanan
Ridley Park,PA
Summary
Strong technical and leadership skills. 22+ years of Information Technology experience. Extensive Consulting experience in medium and large customer environments. Self-motivated resource who can think outside of the box. Constantly striving for better communications in all aspects of customer service. Has led teams of engineers in projects on a global scale. Looks to improve processes used by technical teams in day-to-day operational and project-oriented environments.
Overview
23
23
years of professional experience
Work History
Customer Experience Lead
Poly, Poly Services Engineering
2021.08 - Current
- Implemented anew decision tree solution for internal support agents and external customers
- Led effort to integrate new decision tree solution into enterprise CRM and ticketing system
- Worked with product management and engineering to enhance customer experience of Poly products and services
- Worked with developers and programmers to implement an innovation portal that brought innovative ideas from all aspects of the business into actionable tasks and initiatives
- Partnered with sysops, engineering teams and managed services support to implement anautomated password change solution
- Engaged with Poly Security Office to implement data subject rights solution that allowed security office to better serve customers following ISO, GPDR, and HIPPA requests
Global Technical Programs Manager
Poly
2018.04 - 2021.08
- Poly Managed, Cloud and Elite Services
- Managed team of 30+ technicians worldwide in relation to multiple vendor solutions globally
- Collaborated with all aspects of account management teams and support personnel to achieve better response times and quicker ticket resolution for managed service customers
- Developed and implemented ITiL based release management, problem management and service design processes and procedures
- Coordinated 3-day process and procedure workshop in Andover MA
- Collaborating with Business Relationship Managers, Professional Services, NetOps/SysOps personnel, Offer Management, and day to day support teams
- Lead team to implement support for recent technologies and 3rd party (Zoom, Teams, and others) vendors' solutions into current service portfolios
- Developed and implemented a new change control process based on ITIL based methodology
- Worked globally to coordinate the implementation of revamped policies, processes, and procedures to better serve 60+ cloud-based/managed service customers
- Team member of the global management team for Managed Services/Cloud-based customers
- Integrated with Poly development and engineering teams to better integrate managed services/cloud-based requirements earlier in thedevelopment process
- Worked closely with offer management and sales teams to align and promote new products and services to the customer base
- Traveled extensively globally to service and guide enterprise customers for future technology needs and requirements
- Conducted monthly new product/services knowledge transfers with support teams
- Developed and implemented annual customer upgrade process and procedures for 80+ customers
- Worked closely with Poly Security Team on maintaining ISO27001, HIPPA, and GPDR certifications and/or processes
- Oversaw installation and onboarding process for customers' UC global environments.
- Prioritized platform upgrades, considering both long-term and short-term return on investment (ROI) potential to maximize spending impact.
- Planned and managed technical projects for clients.
- Performed risk management assessments on projects.
Enterprise Architect
Polycom/Poly
2017.01 - 2018.01
- Poly Managed, Cloud, and Elite Services
- Designed global UC (Unified Communications) solutions integrating with multiple vendor solutions into seamless UC workflows and use cases
- Responsible for 60+ managed services customer solutions
- Worked across functional teams to collaborate on best practices for t management, monitoring, and reporting of customers managed private cloud environments
- Designed and coordinated ITIL based service design processes to support introduction of new product/service offerings into Poly Managed Services solutions
- Developed global life cycle workflows for managed customer solutions
- Designed and implemented global UC collaboration solution for global automaker
- Collaborated with all aspects of account management teams and support personnel to achieve better response times and quicker ticket resolution for managed service customers
- Put together strategic plan to keep solutions in line with company and industry standards.
- Designed internal process improvements to automate repetitive tasks, shortening data delivery times.
Senior Solutions Consultant
Polycom
2011.09 - 2017.01
- Designed and implemented managed services for Polycom’s initial managed services customers
- Lead architect of integrating old HP Halo managed services purchase into new Polycom Managed Services offering
- Designed UC communications environments for Fortune 500, Federal and educational customers
- Designed and built corporate labs for testing purposes to mimic most corporate environments
- Developed new processes and procedures for Solution Design deliverables which helped increase revenue by over 300% for 2 straight quarters in 2015
- Trained Field engineers on bi-yearly basis to ensure knowledge transfer of latest company products and offerings
- Performed Tier 3 Break/Fix escalations for many clients
- Lead Technical Consultant and Design Engineer for initial $10 Million cloud-based UC collaboration services for 2 global companies
- Traveled on moment’s notice to customers for escalations
- Developed new training offering for customers who needed extra education on Solutions that were being implemented
- Team leads for six other solutions consultants
- Manages own time and was first fully work from home Solutions Consultant
- Designed and implemented new UC environment for one of nation's leading accounting companies
- Awarded three Polycom Star awards for outstanding customer service
- Re-engineered Video conferencing solution for two major entertainment companies
- Supplied new processes and security recommendations for United Nations Development Program
- Have improved or implemented new implementation process for all projects globally
- Identified and documented all port and protocol requirements for 90% of company's products
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Recommended specific UC/conferencing products to customers based on unique technical requirements of each.
Senior Network Engineer,
Omicron Consulting
2008.06 - 2011.09
- Responsible for all phases of client technical relations and documentation
- Implemented SCCM 2007 infrastructure for a regional law firm in Malvern
- Designed and Deployed Windows XP/Vista Image for South Jersey Regional School District 2008 and 2009 school year
- Administered 20,000 users/200 Server environments for Leading South Jersey School District
- Administered Exchange 2007 environment with over 3000 users
- Designed and Implemented Exchange 2007 environments for various Clients
- Migrated Exchange 2003 to Exchange 2007 for North Carolina based Health Complex Management Company
- Performed Maintenance Tasks for 3 separate infrastructures
- Implemented OCS 2007 infrastructure for use for Demonstration and Production purposes
- Developed Deployment solutions for Desktops and servers using latest Microsoft based tools
- Designed and planned Windows 2000/2003 Active Directory implementations
- Implemented OCS 2007 R2 for Microsoft Certification
- Documented entire infrastructures for operational efficiencies and compliance
- Facilitated development of Windows 2000/2003 Security policies including Organization Unit structure, Group Policies, and other system tools
- Designed and implemented Windows 2008 Hyper-V infrastructure
- Designed and implemented Windows 2008 Terminal Serves Remote App infrastructure.
Education
No Degree - Computer And Information Sciences
Delaware County Community College
Media, PA06.1999
Certificate - Computer And Information Sciences
The Chubb Institute-Broomall, PA.
Broomall, PA06.1998
Certification - Aviation Electronics
Avionics Technician- US. Navy
Memphis, TN12.1991
Skills
- Solution Design and implementation of UC Environments
- ITIL foundations certified
- ToGAF Enterprise Architect Part I certified
- Agile and Jira experience
- Technology Upgrades Diagram and Chart Preparation
- Problem Solving
- Solution Development and Implementation
- Procedure Development Installation Management
- Network Documentation Development
- Critical Thinking
- Adaptability and Flexibility
- Decision Making
- Relationship Building
Timeline
Customer Experience Lead
Poly, Poly Services Engineering
2021.08 - Current
Global Technical Programs Manager
Poly
2018.04 - 2021.08
Enterprise Architect
Polycom/Poly
2017.01 - 2018.01
Senior Solutions Consultant
Polycom
2011.09 - 2017.01
Senior Network Engineer,
Omicron Consulting
2008.06 - 2011.09
No Degree - Computer And Information Sciences
Delaware County Community College
Certificate - Computer And Information Sciences
The Chubb Institute-Broomall, PA.
Certification - Aviation Electronics
Avionics Technician- US. Navy
Similar Profiles
Jennifer Nana Amma GyimahJennifer Nana Amma Gyimah
Certified Nurse Midwife at Usher fort Poly Clinic, Ga municipal Hospital, Amanfrom poly clinicCertified Nurse Midwife at Usher fort Poly Clinic, Ga municipal Hospital, Amanfrom poly clinic
Jacob GallegosJacob Gallegos
Culinary Staff at Cal Poly Pomona Centerpointe Dining ServicesCulinary Staff at Cal Poly Pomona Centerpointe Dining Services
Zhang YuanyuanZhang Yuanyuan
Assistant to the President and CEO at China Poly Group Corporation Ltd.Assistant to the President and CEO at China Poly Group Corporation Ltd.