Summary
Overview
Work History
Education
Skills
Websites
Certification
Additional Information
Timeline
Generic

Jacob Vowles

Cottage Grove,United States

Summary

Customer-focused and knowledgeable Technology Professional with 18+ years of experience in user support, customer service, troubleshooting, networking, and hardware/software configuration/testing. Excellent people skills with a genuine drive to improve user experience. Demonstrated leadership skills with experience training and mentoring new hires. Resourceful and adaptable to changing working environments.

Overview

19
19
years of professional experience
3
3
Certification

Work History

Engineer II

UST
10.2021 - 06.2023
  • Ownership of validation execution for enablement of FW component flows.
  • Execution of test cases and providing the test results, sighting creation, defect fix verification and regression analysis.
  • Support Sysdebug/debug engineers as required for issue replication, first level debugging capability, possible root-causes, inputs on must fixes to Sysdebug on-time to meet Program imperatives.
  • Power On debugging using Python and handling dungeon mode work-life for silicon bring-up.
  • Integration of various IP Firmware to generate Stable Silicon Operations and feature enablement.
  • Find and submit defects with all Technical details, supporting data/logs for faster resolutions.
  • Design and Developing of test content for IP's and developing robust test cases and understanding of debug environment.
  • Work with different stakeholders, get technical understanding of deliverables and drive effective integration and release plan.
  • Working with different firmware teams to generate best known methods for seamless integration.
  • Prepare test systems by assembling Si, CPU CH and test hardware as per Config sheet, flashing FW and installing OS.
  • Break Fix support for testing infrastructure, creation of more efficient procedures for testbed setup, documenting new procedures and creating training material for newer team members.
  • Interaction with Inventory team and Rework team for Quick resolution of issues during Setup / troubleshooting.
  • Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
  • Performed preventative maintenance to keep tools and equipment functional.

Field Service Technician / Tier II Infrastructure Support

H&R Block
10.2020 - 03.2021
  • Provides technical PC, peripheral, network and software break-fix, on-site, phone, chat and off-phone for retail tax offices worldwide enabling end users to operate efficiently and effectively.
  • Utilizes software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents.
  • Effectively opens and works support requests and escalates to the appropriate people/team as necessary.
  • Communicates and assists clients regarding their technical support issues.
  • Serve as a liaison between business partners, Lead FST/CSM and TSC to identify and resolve problems.
  • Coordinate the setup, shutdown and support of PC hardware and software for H&R Block's field company offices in compliance with instructions provided by CSC.
  • Maintain, troubleshoot, and support field systems in company-owned field offices by phone, chat and on-site visits.
  • Help troubleshoot/support FR offices by phone and chat.
  • Maintain an inventory of district resources.
  • Maintain hot spare tracking and control for computer equipment in the district.
  • Ensure essential communication with Business Partners and Lead Field Systems Technician/Company Support Manager on support issues and needs.
  • Maintain network and telephone systems in company offices
  • Document hardware problems and their resolution within the ticketing system.
  • Assist with special projects, as needed.
  • Remote into and/ or control desktops to resolve technical issues.
  • Follow established processes and procedures to work cases and handle inquiries to resolve office and associate issues.
  • Maintain a technical working knowledge of product or products supported by the department.
  • Handle Field contacts while ensuring quality measurement procedures, and work instructions are maintained within policy guidelines.
  • Perform other duties as assigned.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Followed safety procedures to avoid injuries in field.

Android Lab Technician

Astreya
03.2017 - 07.2018
  • Monitor, maintain, upgrade and improve the administration of lab test hosts document tasks and processes. set up new machines.
  • Handle all front-line troubleshooting work with team to improve processes (upgrades/changes). introduce standalone puppet.
  • Tests hardware and related applications compared to specifications and documentation, perform tests and provide timely test results to test engineers and test leads identifies, analyzes, and documents defects, questionable functions, errors, and inconsistencies in embedded software program functions, outputs, online screens, and content.
  • Installs, maintains and uses testing embedded software programs, work with the developers and test engineers to influence test cases when needed
  • Perform other duties as requested by primary test lead/admin, test engineers reviews computer logs and reports to identify program processing errors and possible improvements conducts compatibility tests with other software programs, hardware, multiple operating systems, and network environments documents, tracks, and communicates test results, analysis, and unresolved problems work from verbal instructions and email.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Maintained documentation on tests performed in lab.
  • Monitored testing procedures to meet criteria and maintain quality control.

IT Support Technician

Manpower Group Inc.
01.2016 - 01.2016
  • Temporary technical positions with possibility for full time hire.

Student

Canada College
07.2014 - 07.2016
  • Coursework in C++, Assembler and Java programming
  • Coursework for A+ Certification, Network+ Certification.
  • Python Programming
  • Windows Operating Systems

Tier 3 Technical Support at Google

Milestone Technologies, Inc.
09.2013 - 04.2014
  • Provide customer service and technical support to customers through inbound phone, chat, and email requests.
  • Work with other technicians to resolve or properly close help cases.
  • Manage an individual case queue.
  • Updating knowledge bases and process documents as needed.
  • Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures.
  • Field inquiries across all of Google's top devices and Play Store products, including apps, movies, magazines, books, music, Android, Chrome OS, Nexus, and Chrome hardware.
  • Process warranty and replacement requests for Google products.
  • Communicate bug fixes and new product enhancements to customers.

Technical Support Representative

AT&T
01.2012 - 01.2013
  • Facilitated front of store Customer Coordination process including welcome and check-in processes.
  • Utilized numerous systems/applications to research and resolve customer concerns/escalations.
  • Escalated and resolved outstanding customer issues.
  • Responsible for inventory management - including counts, ordering, maintaining, receiving, returning, tracking and securing equipment and supplies.
  • Processed and prepared paperwork for record keeping and report generation, balanced POS drawers, and prepared bank deposits.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers.

PSE Clerk

United States Postal Service
01.2010 - 01.2012
  • Operated mail automation machines.
  • Ensured mail deadlines were met.
  • Investigated and resolved any customer complaints regarding missing or delayed mail.
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Loaded and unloaded shipping containers and vehicles.

Technical Support Representative

Netflix
01.2008 - 01.2009
  • Provided PC/Mac support for Netflix online movie player as well as standalone devices.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided client support and technical issue resolution via E-Mail, phone and other electronic medium.
  • Maintained record of daily data communication transactions and installation activities.
  • Assisted with billing/shipping issues when needed.
  • Documented support interactions for future reference.

Field Service Technician

H&R Block
10.2007 - 04.2008
  • Coordinated the setup, shutdown, and support of PC hardware/software for H&R Block's field offices in compliance with instructions provided by World Headquarters.
  • Supported field systems in company-owned field offices by phone and on-site.
  • Provided technical phone support for over 600 offices: troubleshooting, ordering replacement equipment, documenting issues as well as resolution, and dispatching local technicians.
  • Assisted the Region Technology Managers with special projects.
  • Ensured regular communication with various managers relating to support issues and needs.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.

Lead Technician

Circuit City
01.2004 - 01.2007
  • Administered technical support of PC warranty and non-warranty repair orders.
  • Conducted in-home installation of PCs and networks both wired and wireless.
  • Created system for checking in and releasing PCs brought in for service.
  • Performed troubleshooting services and provided system analysis on customer's computers.
  • Mentored junior technicians in maintenance, repair and reporting duties.
  • Managed team performance by training, mentoring, disciplining, and motivating employees.

Education

Associate of Arts and Sciences (AAS) - Computer Science

Cañada College
01.2016

Skills

  • LANs/VPNs/VLANs - TCP/IP Protocols - Cisco/Netgear/TP-Link Routers, Hubs, and switches
  • Broadband/DSL/DOCSIS Modems - Network Printers - NAS
  • PuTTy - Wireshark - DD-WRT/Tomato/OpenWrt router firmware configurations
  • Schematic Reading
  • Windows OS - Mac OS - Linux - Chrome OS - Win Server/FTP/Active Directory/Hyper-V/DNS/DHCP
  • Imaging/Backup software (Acronis, Paragon, PowerISO, Ghost) - VMware/Oracle VM
  • PC Set-up/Installation & Repair - Hardware/Software Configuration & Troubleshooting
  • Root Cause Analysis
  • Virtualbox/Hyper-V/Parallels Workstation, Access, Fusion - MS Office Suite
  • Sales - Phone/Email/Chat Support - Documentation - Training/Mentoring
  • System Troubleshooting

Certification

  • CompTIA A+ ce, CompTIA, 07/01/15, 07/01/19
  • CompTIA Network+ ce, CompTIA, 06/01/16, 06/01/19
  • Crash Course on Python, Coursera Course Certificates, QAMDLU9JJWD5

Additional Information

  • Technical Support
  • Troubleshooting
  • Software Installation
  • Computer Hardware
  • Customer Service
  • Wireless Networking
  • Microsoft Office
  • Hardware
  • Operating Systems
  • Software Documentation

Timeline

Engineer II

UST
10.2021 - 06.2023

Field Service Technician / Tier II Infrastructure Support

H&R Block
10.2020 - 03.2021

Android Lab Technician

Astreya
03.2017 - 07.2018

IT Support Technician

Manpower Group Inc.
01.2016 - 01.2016

Student

Canada College
07.2014 - 07.2016

Tier 3 Technical Support at Google

Milestone Technologies, Inc.
09.2013 - 04.2014

Technical Support Representative

AT&T
01.2012 - 01.2013

PSE Clerk

United States Postal Service
01.2010 - 01.2012

Technical Support Representative

Netflix
01.2008 - 01.2009

Field Service Technician

H&R Block
10.2007 - 04.2008

Lead Technician

Circuit City
01.2004 - 01.2007

Associate of Arts and Sciences (AAS) - Computer Science

Cañada College

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Jacob Vowles