Christopher Fleischer Email & Phone Number

Key SkillsExceptional customer service and handlingProblem Determination (Kepner-Tregoe certified)Problem Determination (Kepner-Tregoe certified)Cross-functional collaborationGrowth mindsetMinimal experience in coding/languages (Java, JS, C++, Python)Stack trace analysis and code comprehension (Java, JS, C++, Python)ALM MethodologiesFundamental knowledge of LDAP, TCP/IP, SQL, Oracle, SQL Server, DB2, Websphere Application Server, Liberty Server, Tomcat, Linux, Windows OS, Fiddler, Wireshark, tcpdump, Zendesk, Salesforce (Cognitive Support Platform), Monday, TrelloProficient technical writing and documentationWatson code Assistant (generative AI) Professional ExperienceJUNE 2016 - PRESENTIBM, Littleton/Lowell, MA - Team Lead Staff Software Support EngineerSupport the Java bases Engineering Lifecycle Management suite of products including DOORs Next, Test Management, Workflow Management, Jazz Reporting Server.Single point of contact for critical customer incidents and provide expedient and succinct resolutions and root cause analyses to complex software problems.Lead a team of support engineers in Test Management. Hold daily scrum calls to prioritize issues, provide technical expertise, and facilitate cross-functional engagement.Identify process gaps and improvements to minimize engineer overhead and provide seamless customer support. (Severity 1 processes, SaaS processes)Drive case closure across the team by setting expectations, determining cadence, and engaging necessary resources to help resolve issues across domains.Be an advocate for the client by gaining a rapport with them and in turn communicate a client’s concerns and expectations to product management and development teams internally to resolve issues and advocate for new features. October 2008 - JUNE 2016IBM, Lexington/Littleton, MA - Technical Support EngineerProvided technical support for various software development and reporting applications, including Rational RequisitePro, SODA, Rational Publishing Engine, Rational Requirements Composer, Rational Quality Manager, Rational Insight Restore customer environments using major DBMS, Oracle, Db2, SQL Server On-site visits with customers for upgrades and live troubleshooting (TIAA-CREF, IPC Information Systems, BJs) Onboard new engineers, coordinate training with other technical leads, develop reusable training collateral

Listed skills include Agile Methodologies, Requirements Analysis, Technical Support, Websphere Application Server, and 39 others.