Michael Chockley
Software / QA & Support Analyst
Valrico,FL
Summary
Software / QA & Support Analyst with 15+ years of experience across customer-facing support, insurance technology, and compliance. Skilled in troubleshooting complex application and data issues, validating software changes, and collaborating with developers, QA, and business stakeholders. Hands-on experience with SQL, data validation, defect analysis, and ticket-driven support in remote, fast-paced environments. Combines deep customer service background with strong analytical and technical abilities to deliver reliable, user-centered solutions.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Technology Compliance Specialist II
GEICO
Remote – based in Valrico, Florida
08.2023 - 09.2024
- Investigated production defects and regulatory exceptions in enterprise insurance systems, using SQL to isolate root causes and quantify customer and financial impact.
- Collaborated with developers, QA, and product owners to design, test, and validate fixes, ensuring changes met state regulatory and compliance requirements.
- Documented recurring issues, edge cases, and approved resolution paths in internal knowledge bases and project documentation.
- Participated in testing of defect fixes and enhancements in lower environments prior to production deployment.
Software Analyst I
GEICO
Remote – based in Valrico, Florida
09.2019 - 08.2023
- Analyzed system behavior and data flows across multiple insurance applications, using SQL and Excel to validate data and confirm expected outcomes.
- Supported functional and regression testing by designing test scenarios, executing test cases, and logging defects in Jira / Azure DevOps.
- Worked closely with business stakeholders to clarify requirements, gather examples, and ensure delivered changes met user and compliance needs.
- Assisted with UAT coordination and support, helping end users test new features and documenting issues for follow-up.
Internet Customer Service Agent
GEICO
Lakeland, Florida
08.2012 - 09.2019
- Handled high-volume inbound customer inquiries related to online account access, billing, and policy changes, providing clear guidance via phone and digital channels.
- Troubleshot issues with GEICO’s online portal and digital tools, walking customers through step-by-step solutions and escalating technical problems when necessary.
- Identified patterns in recurring customer issues and shared feedback with technical and process owners to improve the online experience.
- Maintained strong quality, accuracy, and customer satisfaction scores while meeting productivity targets in a contact-center environment.
Technical Analyst (Repair Agent)
Geek Squad, Best Buy
Brandon, FL
08.2008 - 08.2012
- Performed hardware and software diagnostics, repairs, and upgrades for consumer and small-business computers across Windows and macOS.
- Explained technical issues and repair options in clear, non-technical terms, often de-escalating stressful situations with frustrated customers.
- Documented work performed and recurring issues, contributing to internal troubleshooting guides and best practices.
Skills
- Software & Application Support
- Functional & Regression Testing
- Data Validation
- SQL (queries, analysis)
- Ticket Queue Management
- Root Cause & Defect Analysis
- UAT Support
- Incident Triage & Escalation
- Customer Communication
- Knowledge Base & Documentation
- Jira
- Azure DevOps
- Agile/Scrum
- Excel
- Power BI (familiar)
- Remote Collaboration
Certification
Lean Six Sigma (Yellow Belt)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technology Compliance Specialist II
GEICO
08.2023 - 09.2024
Software Analyst I
GEICO
09.2019 - 08.2023
Internet Customer Service Agent
GEICO
08.2012 - 09.2019
Technical Analyst (Repair Agent)
Geek Squad, Best Buy
08.2008 - 08.2012
Continued Education -
GEICO
Some College (No Degree) -
Eastfield College
GED -
Mesquite High School
EDUCATION & ADDITIONAL
Extensive professional experience and self-directed technical training in lieu of a formal degree in Computer Science or Information Systems. Completed foundational coursework in Python and ongoing self-study in SQL, data tools, and QA practices.