Steven Bock has over 15 years of experience in technical support roles at Oracle and Sun Microsystems. He has expertise in Solaris administration, hardware troubleshooting, and customer service. His background includes resolving technical issues for customers as a senior support analyst and engineering support engineer. He is proficient in Solaris, Windows, Linux and storage systems.

1. Steven Bock
2823 Acrin Ave.
Grand Junction, Colorado 81503
Cell: 303-803-2343
Email: sdbock@gmail.com
Career Overview
Senior Technical Support Analyst at Sun Microsystems /Oracle Corporation. Technical interface
to customers for resolution to problems related to Oracle hardware, software products, and/or
applications for repair/replacement, service, installation, recommended maintenance, Solaris
patching, firmware updating, etc. Highly self-motivated, able to multi-task in a fast-paced
environment, maintaining a high level of professional behavior at all times, while demonstrating
an understanding of applications at a functional and technical level. Highly experienced in
multiple platforms with the ability to understand all Oracle products in their competencies and an
in-depth knowledge of several products, applications, and/or platforms.
Work Experience:
Senior Technical Support Analyst 3
Oracle Corporation
05/2007-Current
Technical interface to customers for resolution to problems related to the repair, service,
installation, recommended maintenance, and use of Oracle hardware and software products.
Completed assigned service request duties with minimal direction from management.
Independently research and create solutions to customer issues, by developing and testing
permanent solutions in a lab environment for customer related service requests. MOS (My Oracle
Support) service request escalation task handling and prioritization, while at the same time using
teamwork and interpersonal communication skills in a customer related environment. Provides
Sparc Cluster Technical Coordinator (CTC) leadership to service organizations within tier 1/2
hardware support for collaborations, SR redirection, and provide answers to questions about
technical issues related to specific service requests.
• ILOM Snapshot Analysis
• Solaris Kernel Core File Analysis (unix and vmcore crash files)
• Solaris Explorer Analysis
• Excellent analysis, troubleshooting and debugging skills
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2. • Understands and applies Global Resolution Methodology for interdepartmental SR transfers
and
service requests collaborations to other internal organizations
• Maintain Solaris System Administration Certification
• KCS Knowledge Coach, Author-Mentor
• Senior Sparc Cluster Technical Coordinator (CTC) Administrator
Work Experience- cont’d from page 1
Open Systems Software Support Engineer
Oracle/Sun Microsystems, StorageTek Division
05/2006-05/2007
Tier 2 hardware/software support in Open Systems and MVS platforms, which encompasses disk
and tape storage libraries. Open Systems software support covers operating systems such as
Solaris, HP-Unix, Windows, and Linux with direct support to the library robotic management
system using ACSLS and SAMFS/ASM software to administrate tape backups and archive
retrievals. Customer service support activities such as problem triage, case management, call
prioritization, case escalations, live call transfer handling, phone tools utilization, and customer
service skills are used for effective problem resolution in a 7/24 call center environment. Clarify
case management tracking system used as the customer administration interface with Lucent
telephony used to handle and administrate incoming call volumes. Detailed oriented focus, multi-
tasking efforts, accurately document all data from the customer, strong abilities in computer
management, software install/maintenance support, hardware install/maintenance support, and
provide break/fix solutions in a timely manner.
Technical Support Analyst 2
Oracle/Sun Microsystems
05/2000-05/2006
Provide Tier 2 hardware support for Sun's complete product line. Technical support activities such
as problem triage, case management, call prioritization, case escalations, live call transfer
handling, phone tools utilization, and customer service skills are used for effective problem
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3. resolution in a 7/24 call center environment. Radiance case management tracking system used
as the customer administration interface with Lucent telephony used to handle and administrate
incoming call volumes. Detailed oriented focus with multi-tasking efforts, accurately document all
data from the customer. Utilization of strong abilities in computer management, software patch
administration, hardware install/maintenance support, platforms domain administration and
provide break/fix solutions in a timely manner. Evaluation data is collected through interactive
failure analysis tools, core file evaluation, root cause analysis, and Serengeti APLE diagnostics
and authorization.
Qualifications:
• My Oracle Support (MOS) User Interface, with support and administration of
the Web GUI.
• Excellent customer service and communication skills
• Cross Tier components implementation
• Excellent problem-solving abilities
• Escalation management and prioritization
• Strong analytical skills to resolve complex problems
• Sound organizational and planning skills
• Ensuring customer satisfaction goals are met
• Effectively prioritize workload and manage outstanding customer queries
• Excellent understanding of the concepts of system architectures and operating systems
• Customer focused, with a pro-active and responsive approach.
Technical Skills:
• Solaris 10 System Administration Certification
• Senior Sparc Cluster Technical Coordinator (CTC) Administrator
• KCS Knowledge Coach, Author-Mentor, w/White paper knowledge creation
• Storage SAN HBA and Driver support
Host Bus Adapater types: Qlogic, Lsi Logic, Emulex
• Solaris Volume Manager (SVM)
• ILOM Snapshot analysis
• Solaris Kernel Core file (unix and vmcore) Analysis
• Solaris Explorer analysis
• Microsoft Office Product Suite Administration
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4. • Microsoft Windows Professional 7 Administration and Windows Applications
• Senior /Level Tier 2 3 hardware server platforms supported:
Servers: SPARC Super Cluster T4-4
Cool Threads: Sun Fire T2000 thru Sun Sparc Enterprise T5440
Entry-Level Servers: Sun Enterprise 220R-420R thru Sun Fire V445
High-End Servers: Sun Enterprise E10K, Sun Fire 12K-15K, 20K, 25K
Mid-Range Servers: Sun Fire V480-V890, V1280, 3800-6800, E2900-E6900
Sparc T3, T4, T5 Servers: T3-2, T4-1 to T4-4, T5-2 to T5-8
Sparc Blade Servers: Sun Blade Chassis Assy 6000/6048/8000, Sun Blade T6300 to
T6340,
Sparc Blade T3-1B/T4-1B, Netra Sparc Blade T3-1B/T4-1B
Telco Servers: Netra CT900, CP3020 to CP3260 Blades, Netra Sparc T3-1B/T4-1B
Netra CT series, Netra 1280 to Netra T series, etc.
Entry-Level Servers: Sun Fire 280R, B1600, V240, V40z, V440, V445
Desktop/Workstations: Sun-4m, UltraSPARC I, II, IIe, IIi, III, and IIIi series
Accomplishments:
• Oracle/Sun Microsystems Exceptional Customer Service Nominations and Awards
• Oracle/Sun Microsystems 10 year Service Award
• Oracle KCS Knowledge White Paper Article Creation: Document ID 1484582.1: “How to
Identify which type of Sun Blade 6000, Netra 6000, or Sun Blade 6048 chassis you
have for compatibility of components and firmware.”
Patents:
Storage Technology Corp US Patents filed and issued:
1. Disk Drive Cartridge Positioning and Interlock Mechanism (StorageTek Project Iceberg)
2. I/O Array Connector Housing (StorageTek Project Iceberg)
3. Industrial Design of StorageTek Iceberg Covers-cabinet for disk drive array
Education:
Rose State College, Midwest City, Oklahoma,
Associate: Mathematics & Computer Science
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