Customer Service Manager
Resume:
Jonathan Bowers
Severn, MD
*********@*****.***
Skill Sets:
4+ years call center
4+ years maintenance and mechanic
Work Experience
Solar Energy Services – Solar Systems Installer
Millersville, MD
January 2014-Present
Assembly of solar panels and supporting structures. Installation of solar systems including; (SHW) solar hot water collectors, Heat
Exchangers, pumps, PV solar collectors and photovoltaic (PV) systems in accordance with codes and standards using drawings,
schematics, and instructions. Testing of systems to verify system functionality and conformity to performance expectations. Apply
weather sealing to array, building, or support structures. Check electrical installation for proper wiring, polarity, grounding, and integrity.
Determine and read diagram layouts and blueprints for proper setup of arrays and equipment. Identify installation locations with proper
orientation, area, solar access, or structural integrity for equipment. Add required labeling on system. Test operating to ensure operation
within acceptable limits for entire system. Compile or maintain records of system operation, performance, and maintenance. Demonstrate
system functionality and performance, including start-up, shut-down, normal operation. Determine materials, equipment, and installation
sequences necessary to maximize installation efficiency.
Dell - Senior Technical Support Analyst
Oklahoma City, OK
September 2008 - September 2012
Provided ACD telephone and remote Service Desk support for end users. Assisted customers by diagnosing hardware and software
problems. Provided resolutions for all technical issues with desktops, laptops, printers as well as other peripherals. Provided technical
support of personal computers and peripherals with the use of documented procedures and available tools such as knowledge base
articles, external information sources and personal experiences. Ensured proper escalation procedures were followed while performing
work in accordance to standardized policies and procedures. Resolved complex technical issues in addition to using effective phone
etiquette. Achieved and maintained a high quality of customer service ratings. Was responsible for customer satisfaction through
effective handling of hardware and software malfunctions. Effectively and quickly resolved issues with irate customers in a professional
courteous manner. Utilized a wide array of tools to support customers including Active Directory, Remedy Ticketing, eWFM, Cisco
VPN, WebEx etc..
WESCO - Setup Mechanic
North Charleston, SC
June 2007 to July 2008
Calibrated and set up pneumatic tools according to standards, troubleshot problematic drills and various other pneumatic tools, serviced
all tool crib equipment using preventative measures. Read varied types of blueprints and schematics for parts listings and identification
codes, writing repair logs stating necessary parts and identifying issues with equipment. Worked with a tool crib team providing
exemplary support for contractors of various companies, keeping areas of responsibility clean and organized. Improved flow of work by
suggesting and implementing process improvements saving the company valuable time and money.
Military Experience
US ARMY - Unit Supply Specialist ( Supply Chain Manager )
September 2004 to March 2007
Supervised and performed duties involving request, receipt, storage, issue, accountability, and preservation of individual, organizational,
and installation level expendable supplies and equipment. Received, inspected, inventoried, stored, issued, delivered and turned-in
organization and installation supplies and equipment. Prepared and maintained all organizational supply documentation. Maintained
property under the Standard Property Book System (SPBS). Assisted and advised command. Conformed to standards and directives for
efficiency of operations while creating inventive solutions and process improvements. Chief liaison between staff and supported
government personnel to improve effectiveness while maintaining rapport drastically improving relations and cutting costs. Maintained
security of access controls, performed inventory auditing, soldier-in processing and equipping, hand-receipt managing, trained in PBUSE
and property accountability.
US ARMY - Radio Operator / EPLRS ( Enhanced Position Location Reporting System ) Network Manager
July 2000 to September 2004
Performed preventive maintenance checks and services on radios, net control stations, various special operations communications
systems, generators and tactical vehicles. Operated manual and automated communication systems. Directed and performed the
installation of radios and antennas. Implemented physical security policies and procedures by maintaining COMSEC ( Communication
Security ). Prepared work schedules and allocated equipment for missions including the distribution of encrypted keys to allocated
personnel. Advised superiors on capabilities and limitations of equipment to assist planning in field training exercises and real world
situations. Coordinated logistical support for teams. Created and conducted detailed training programs of various communication systems
for groups of up to 30 personnel. Created user friendly continuity reports and training manuals. Performed hardware and software
troubleshooting. Provided situational, objective, and status reports to command. Improved power-up processes, redesigned antenna
structures, created and maintained strong relations with Executive level clientele, reconstructed and developed new digital maps, setup
enhanced grid-reference units in tactical and non-tactical operations.
Awards and Honors
Army service ribbon, Global war on terrorism medal, Army achievement medal(3), Good conduct medal(2), Hawk-eye Marksmanship
badge, Non-commissioned officer school ribbon, Drivers' medal.
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