Jacob Bowen
Battleground
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing Hardware and software support to customers and developing and implementing technical solutions. Adept at analyzing system performance to drive optimal user experience.
Developed strong technical and analytical skills in high-paced, field-based environment. Adept at diagnosing and resolving complex technical issues and maintaining equipment reliability. Seeking to leverage these transferable skills in new field, bringing commitment to operational excellence and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Support Engineer
KLA
03.2022 - Current
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Demonstrated exceptional analytical skills by diagnosing complex issues promptly and escalating them when necessary.
- Answered incoming support inquiries via chat, phone and email.
- Identified trends in customer inquiries, leading to proactive improvements in product documentation and user guides.
- Spearheaded initiatives aimed at improving first-call resolution rates, positively impacting overall customer satisfaction scores.
- Trained customers to use and maintain equipment to reduce service issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Explained complex technology-related issues in understandable terms to customers.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
Electricians Mate, Nuclear
U.S. Navy Active Duty
01.2016 - 01.2022
- Responsible for power distribution on a nuclear powered air craft carrier
- Performed preventative and corrective maintenance on existing and newly installed equipment
- Quick and timely response to fault conditions and complex issues.
- Accurately inspected all assigned equipment to ensure proper operation.
- Learned and Adhered to all safety regulations for electrical maintenance
- Replacement of failing or upgrading components on over 1000 items
- Performed electric plant shifts to include paralleling, lighting off and securing generators.
- Tested electrical systems functionality and continuity of circuits using devices such as ohmmeters, voltmeters and oscilloscopes.
- Interpreted schematics, wiring diagrams, flow charts and written descriptions of equipment requirements.
- Performed calibrations on over 500 assets, maintaining accuracy and readiness.
Education
Naval Nuclear Field Electrician Certification - Electrical Engineering
Naval Nuclear Power Training
Charleston, SC02.2018
Skills
- Electrical System Safety Procedures
- Verification Of Installed Components
- Schematic Interpretation
- Experienced With Test Equipment
- Customer Service Focused
- Ability to Multitask
- Contributing Team Member
- Detail Orientated
- Troubleshooting and repair
- On-site support
Timeline
Customer Support Engineer
KLA
03.2022 - Current
Electricians Mate, Nuclear
U.S. Navy Active Duty
01.2016 - 01.2022
Naval Nuclear Field Electrician Certification - Electrical Engineering
Naval Nuclear Power Training
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