Customer Support Senior Specialist
Resume:
CHRISTOPHER R. BOCK
Mableton, Georgia 30126
******@*******.***
TELEPHONE
Summary
An experienced, focused and customer oriented Senior System Engineer Level III with excellent
communication skills and the ability to investigate with resolving Server Operations, Application
Support, Networking Support, and Company Web sites in the Technology Enterprises Department.
Demonstrated abilities in working with daily problems to resolving issues in hardware replacement,
software deployments, and Monitoring Department Applications.
* Written & Oral Communions
* Operations Management
* Hardware Maintenance
* Off-Shore issues with a Citrix platform
* Customer Services
* Troubleshooting
* Alert Monitoring
* Recycling Server
Services
TECHNICAL EXPERIENCE
HARDWARE
Laptop Computers, Network Servers (Windows & Unix), F5 servers, IBM Mainframe S390, AS 400 Mid-
Range System, Xerox Printers.
Software
Microsoft Outlook, Microsoft Teams, Microsoft Excel, Putty, Terminal Services, Control-M, IMVR
Interactive, Application Products (CRU
Java Report Server, Telematics, CRU, Rules Frameworks, BatchR3(Portal), Elastic Search, Coplogic, IDS
[login] and IDS [underwriting portal], Datadog, Pager Duty, Github/ Gitlab Kibana(NCF/VIN/DNB - third party connection), MobaXterm, Ticketing Systems (Tiger, ISIT, Jira)
OPERATION SYSTEMS
Microsoft Windows 11, Linux/Unix Environment
PROFESSIONAL EXPERIENCE
System Engineer III
LexisNexis Risk Solutions, Alpharetta, GA
2014 - 2022
Actively with customer support, monitoring, deployments, researching problems and providing
analysis. Reviewing processing logs for any under defining errors on Production & DR System
environments for resolutions in the Insurance Division, Production Application Support in Linux\Unix,
IMVR interface with internal and external customer support. Assigning and completing Sprint Project
every two weeks.
* Keepass Tool Access for Servers
* Supporting all Insurance Environment
* Linux\Unix Patching Bridge Support for Servers
* Monitoring deployments and error researching
* Communicating with staff members through Microsoft Teams
* Kibana, BatchR3(Portal), Control-M, Internal ISIT, Jira,
* tickets, and TSS IMVR Monitoring in Production
Environment for any errors conditions.
Senior Specialist
New York Life Insurance Company, Alpharetta, GA
2000 - 2013
Monitored the availability of the Production Environment and Online Application for the Company
within Service Level Agreements parameters. Ensured that procedures and guidelines for problem
resolution was followed. Supported weekend processing, changes and maintenance, and oversaw
production processing. Coordinated problem resolutions with users, monitored network, system,
application problems, and escalations to completion.
* Monitored hardware and software platforms for the company, ensuring system uptime, performance
and availability for service levels on all production systems
* Provided monitoring and support for Distributed Servers and Application Infrastructure, including INET application, resolving server issues, application problems, and customer reported issues.
* Collaborated with vender's and other support groups to identify solutions for challenging issues.
* Utilized performance and monitoring tools to ensure maximum reliability, system availability of systems and technologies in the corrupting platform environment
* Maintained and updated departmental documentation, including standard operating procedures to ensure operational efficiencies and consistency in correcting problems.
Technical Operator
Guardian Insurance, Lehigh Valley, PA
1999 - 2000
Operated IBM Mainframe system, scheduling and running jobs for the Corporation. Provided continues analysis of CA7 Operation System, CICS, and Network activity/performance. Transmitted
data and incorporated information from outside companies to complete job processing.
* Monitored system activity and provided correct responses to system software and networking/hardware Action messages ensuring timely completions of critical batch processing jobs.
EDUCATION
DeVry University, Atlanta, GA
DeSales University, Center Valley, PA
Northampton Community College, Bethlehem, PA
PROFESSIONAL DEVELOPMENT
Ansible Training Courses
Azure Fundamentals Courses
Github\Gitlab Fundamentals Courses
Global Knowledge IT Courses
Red Hat System Administration Courses
Understanding Networking Fundamentals Courses
Configuring, Managing and Maintaining Windows Servers Level 4 Security Awareness Certification Yellow & Green Levels
(replace drives)
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