Summary
Overview
Work History
Education
Skills
Websites
Training
Certification
Timeline
Generic

Steven Bowen

Orlando

Summary

Dynamic Support Account Manager with a proven track record at ServiceNow, excelling in stakeholder engagement and technical troubleshooting. Recognized for driving process improvements and enhancing client loyalty through effective cross-functional collaboration. Adept at managing complex accounts while delivering exceptional customer experiences and ensuring system reliability in high-pressure environments.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Support Account Manager

ServiceNow
Orlando
07.2023 - Current
  • Built and maintained strong relationships with key stakeholders to enhance client loyalty and long-term partnerships.
  • Collaborated cross-functionally with sales, support, and product teams to address client needs and deliver tailored solutions.
  • Streamlined upgrade planning and patching by coordinating efforts between ServiceNow teams and customer IT departments.
    Led initiatives to drive process improvements, benefiting both technical teams and customers.
  • Acted as a central point of contact for all support-related activities, delivering proactive and reactive services to high-profile, strategic customers.
  • Facilitated collaboration among multiple Support Account Managers to guarantee successful management of a complex account spanning multiple regions.

Sr Technical Support Engineer - Integrations

ServiceNow
Orlando
06.2021 - 07.2023
  • Prioritized case load effectively to meet SLA targets while maintaining high customer satisfaction ratings.
  • Focused on ensuring remarkable customer support experiences through trust-building, empathy, and superior communication to effectively respond to customer inquiries and troubleshoot issues via diverse technologies such as web, chat, email, case updates, and direct phone support.
  • Successfully managed resolution of 780 cases, with 51 identified as Priority 1. Engaged additional teams when necessary to tackle intricate cases. Employed flexibility and creativity in problem-solving for optimal outcomes. Facilitated teamwork to resolve complex issues effectively and efficiently.
  • Conducted 'War Rooms' to support engineers in solving assigned cases through shared insights
  • Managed high-visibility issues under pressure to deliver timely resolutions.

ITOC Senior Systems Administrator/Incident Manager

Spirit Airlines Inc.
Miramar
09.2019 - 06.2021
  • Spearheaded process improvements for critical systems, enhancing system reliability and minimizing unscheduled outages in a 24/7 operational environment.
  • Monitored system and application performance to proactively identify anomalies, initiate corrective actions, and implement business processes to reduce downtime.
  • Liaised with external service providers (Google, AWS, Microsoft, Citrix) to troubleshoot and resolve complex API deep link and query issues affecting core business operations.
  • Guided Systems Administrators in executing and adhering to policies and procedures for monitoring, testing product availability, problem identification, and resolution.
  • Effectively addressed over 50 Severity/Priority 1 issues with speed and precision.
  • Thrived in high-pressure, fast-paced environment requiring swift identification and resolution of IT Networking, Dev Ops, IT Engineering, and IT Security issues.

ITOC Systems Administrator

Spirit Airlines Inc.
Miramar
08.2017 - 08.2019
  • Monitored and supported all mission-critical systems for Spirit Airlines, including Spirit.com, production servers, airport stations, and the Operations Control Center, ensuring seamless business continuity.
  • Proactively identified and resolved system issues using tools like Splunk, AppDynamics, and SolarWinds to minimize downtime and maintain service reliability.
  • Ensured rapid incident response and root cause analysis across network and server infrastructure, contributing to a high-availability environment.
  • Guided onboarding of new and lower-level team members while ensuring understanding of all policies, procedures, and systems.
  • Transformed team into essential business partner adept at resolving issues and enhancing revenue stream.
  • Championed implementation of Single Pane of Glass dashboard in ServiceNow, streamlining monitoring across more than 100 systems on a single display.
  • Streamlined multiple processes using PowerShell and ServiceNow workflows.

ITOC Analyst

Spirit Airlines Inc.
Miramar
03.2017 - 07.2017
  • Oversaw 4K+ Citrix connections through XEN Desktop and addressed major incidents by notifying relevant department
  • Executed account creation and termination as part of SOX audit, delivering proof of access for designated accounts to conclude quarterly audits.
  • Transitioned 60+ knowledge articles from Confluence to ServiceNow
  • Addressed 1800+ Level 1 technical issues and accomplished 10K+ tasks in ServiceNow, encompassing user creation and termination in Active Directory, Navitaire, NetTracer, and Free Spirit.

Systems/Network Administrator

United States Marine Corps
Camp Pendleton
08.2013 - 09.2016
  • Managed and secured IT infrastructure supporting 1,500+ users, including servers, routers, switches, VoIP systems, and mobile datacenters.
  • Deployed and maintained Windows Server 2012R2, Microsoft Exchange, VMware ESXi 6.0, and Windows 10 via WDS; served as lead troubleshooter for system-wide issues.
  • Configured PKI for secure smart card access and established 12+ networks enabling critical communication and email services.
  • Installed and terminated 600+ CAT5 cables and maintained dynamic IP tracking to support rapidly evolving network environments.
  • Built a full operational network in the Philippines for joint military operations; led a 3-network deployment 3 months ahead of schedule, earning formal commendation.
  • Operated $13M+ in equipment and mentored junior personnel in both technical and professional development.

Education

Some College (No Degree) -

Marine Corps Communications Electronic School
Twentynine Palms, CA

Skills

  • Local area networks
  • Microsoft server administration
  • Microsoft Exchange management
  • Account management
  • Customer relationship management
  • Stakeholder engagement
  • Technical troubleshooting
  • Cross-functional collaboration
  • Process improvement
  • Incident resolution
  • Conflict resolution
  • Relationship building
  • ServiceNow platform
  • Microsoft Windows OS
  • Citrix virtualization
  • SolarWinds network management
  • ESXi virtualization

Training

  • CCNA Modules 1-4
  • A+
  • Network+
  • Marine Corps Records Management Course
  • Risk Management
  • Injury Prevention Training
  • Basic Annual Leadership Training

Certification

  • Agentic AI Executive Micro-Certification

Timeline

Support Account Manager

ServiceNow
07.2023 - Current

Sr Technical Support Engineer - Integrations

ServiceNow
06.2021 - 07.2023

ITOC Senior Systems Administrator/Incident Manager

Spirit Airlines Inc.
09.2019 - 06.2021

ITOC Systems Administrator

Spirit Airlines Inc.
08.2017 - 08.2019

ITOC Analyst

Spirit Airlines Inc.
03.2017 - 07.2017

Systems/Network Administrator

United States Marine Corps
08.2013 - 09.2016

Some College (No Degree) -

Marine Corps Communications Electronic School

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