Open to opportunities

Christopher Porreca

@christopherporreca

Senior Technical Support Engineer focused on Azure cloud monitoring and network operations to resolve complex incidents fast.

United States

Message

What I'm looking for

I’m looking for a senior remote role where I can own NOC/technical support, strengthen Azure monitoring (Log Analytics/alerts), and lead escalations—pairing fast incident resolution with clear documentation and customer-centered leadership.

I’m a Senior Technical Support Engineer and IT operations leader with 15+ years of enterprise technical support, Azure cloud monitoring, network operations, and customer service leadership. I’ve built a reputation for dependable escalations and calm, effective incident handling—especially in complex cloud and network environments.

I’ve delivered 97%+ first call resolution across 1,300+ retail locations, while managing NOC operations and improving day-to-day service quality. I also lead documentation and process improvement—creating SOPs, technical walkthroughs, and guidance that helps teams resolve issues faster and consistently.

Most recently, I’ve supported remote VIP environments and Azure monitoring at scale, resolving Log Analytics issues for 100+ customers weekly, interpreting SQL/API scripts to design monitoring solutions, and developing PowerShell automation. I’m seeking a senior level remote technical support or cloud/network operations role where I can own outcomes, partner with engineering, and keep service reliable.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

Goodwill of the Finger Lakes

Aug 2025 - Present (11 months)

Led and mentored customer service associates, managing scheduling, delegation, and real-time issue resolution. Resolved escalated concerns and collaborated with management on workflow and inventory improvements.

Customer Service Leadership Coaching Scheduling Task Delegation Escalation Management Issue Resolution

Regional Routing Technician

Spectrum (Charter Communications)

Jan 2025 - Aug 2025 (7 months)

Managed daily routing queues for field technicians and coordinated assignments across field and contract teams. Troubleshot HFC network issues and prepared Excel closing reports and escalation summaries.

Queue Management Technician Coordination Excel reporting

Technical Analyst - Starbucks VIP

TEKsystems

Nov 2023 - Oct 2024 (11 months)

Provided VIP remote technical support for Starbucks stores and partners by diagnosing network outages, hardware failures, and cloud service issues. Supported Meraki/Cisco environments and coordinated escalations while triaging tickets between MSPs and Starbucks engineering teams.

Remote Technical Support Network Troubleshooting hardware troubleshooting Incident Escalation Cisco Ticket Triage MSP support

Azure Cloud Monitoring Support Engineer

Microsoft

May 2022 - Jul 2023 (1 year 2 months)

Resolved Azure Log Analytics issues for 100+ customers weekly and built monitoring solutions using SQL and API scripts. Developed PowerShell automation, maintained documentation, and supported Metrics, Alerts, Workspace Admin, and Resource Design.

Log Analytics Resource Design SQL APIs PowerShell Technical Documentation

Technical Support Engineer

FirstLight Fiber

Nov 2021 - May 2022 (6 months)

Troubleshot commercial fiber, VoIP, and networking issues and supported large scale fiber networks. Configured META switches and Cisco routers, and mentored junior team members on support best practices.

VoIP Support Networking support Technical Mentorship

Technical Support Specialist

Monro Muffler Brake

Jun 2021 - Nov 2021 (5 months)

Supported 1,300+ retail locations across POS, VoIP, SQL, Active Directory, and networking, achieving a 97% first call resolution rate. Gained fast proficiency with new procedures and supported store issues end-to-end.

POS Support VoIP SQL Active Directory Networking First Call Resolution

Software Support Engineer

Carrier (Interlogix)

Dec 2020 - Mar 2021 (3 months)

Provided final tier support for DVR/video surveillance systems. Resolved firmware, recording, and user management issues.

CCTV DVR Support Firmware User Management

Tier II NOC Supervisor

Frontier Communications

Aug 2017 - Dec 2019 (2 years 4 months)

Supervised Tier II IP/Data operations and managed team scheduling, staffing coverage, time off approvals, and holiday coverage. Resolved escalations and maintained network service quality.

NOC Operations Tier II IP Data Operations Escalation Management Scheduling Staffing Service quality

Tier II Network Engineer

Frontier Communications

Jul 2014 - Aug 2017 (3 years 1 month)

Managed complex routing and connectivity issues across regional networks and coordinated outage resolution for customers and internal systems. Provided routing conceptualization for multi-layer engineering challenges.

Routing Outage Coordination Network Engineer

Technical Support Engineer

Sutherland Global Services

Sep 2011 - Jul 2014 (2 years 10 months)

Served as a liaison between clients and senior engineering teams, specializing in security troubleshooting, email filtering, and database administration. Worked with PERL, MySQL, and the LAMP stack and was promoted within the Proofpoint department.

Security Troubleshooting Email Filtering Database Administration Perl MySQL LAMP Stack