Nate Jacob
Chicago
Summary
Software Support Engineer with over 5 years of experience in supporting investment management software.
Overview
12
12
years of professional experience
Work History
Software Engineer
Trading Technologies
09.2022 - Current
- 3rd line of support for incident/problem management
- Developed front-end components for a web-based Fixed Income Trading Systems
- Writing automated tests and taking ownership of code quality
- Collaborate with other members of your team to solve customer problems
Production Support Engineer
Trading Technologies
09.2020 - 08.2022
- Provide Tier 1, Tier 2, and Tier 3 support for Web based trading platform.
- Handle all requests via various support channels, inbound phone calls, email, and chat
- Clearly document and investigate all Support incidents
- Understand TT's platform and technical architecture so to effectively troubleshoot issues
- Efficiently manage multiple incidents and projects simultaneously in a high-pressured environment
- Replicate software issues to diagnose and resolve incidents quickly
- Continual learning of new product features and functionality
Application Support Engineer
Enfusion
07.2020 - 09.2020
- Provided application support for industry leading investment management platform
- Worked closely with development team members in such tasks as troubleshooting and debugging
- Developed tools to lessen or eliminate operational burdens for teammates
- Weekend on-call shift on a rotational basis
- Assisted with the technical on-boarding process of clients
- Managed weekly deployments and completed in-depth usability testing after each software release.
Devops Engineer
SeedCX/ZeroHash
06.2019 - 07.2020
- Primary Escalation point for all concerns, internal and external
- Collaborated with teams to design new and improved existing applications
- Managed QA testing of new features and developed CI/CD automation pipelines with Jenkins
- Built, test and shipped new user facing code using JavaScript and React
- Contributed to automated test plans using Cypress
- Documented Incident Management via Jira and Confluence
- Utilized Prometheus, Sumologic, and Opsgenie to build monitoring and alerting tools
- Developed and maintained client-facing report and dashboards using Tableau
- System Administration including Active Directory and G Suite
- IT infrastructure management including desktops, laptops, mobile phone, and conference room equipment
- Provide Tier 1 and Tier 2 support resolutions, escalating to appropriate resources beyond level 2
- Analyze Gateways, execution messages and server logs to troubleshoot technical issues
- Handle all requests via various support channels; inbound phone calls, email, and chat
- Onboarding clients from initial contact to first trade.
Production Support Engineer
Trading Technologies
01.2017 - 06.2019
- Provide Tier 1, Tier 2, and Tier 3 support for Web based trading platform
- Handle all requests via various support channels; inbound phone calls, email, and chat
- Documented and investigated all Support incidents
- Understoodd TT's platform and technical architecture to effectively troubleshoot issues
- Efficiently managed multiple incidents and projects simultaneously in a high pressured environment
- Replicated software issues to diagnose and resolve incidents quickly
- Continual learning of new product features and functionality.
IT Support Specialist
Trading Technologies
08.2015 - 01.2017
- Tier 1 and Tier 2 service related responsibilities
- Ticketing system management
- New user setup of hardware, software, operating systems, account management and setting up corporate and test environments
- Telephony administration of Avaya IP phone systems
- End-user hardware/software support including printer maintenance/repair and troubleshooting and configuration of mobile email devices
- PC imaging
- Active Directory administration
- Asset management of inventory and all IT related
Product Support Specialist
Groupon
01.2015 - 08.2015
- Provided Tier 1 & Tier 2 technical support via phone and email to Groupon & Breadcrumb POS merchants
- Supported networking, hardware, and payment processing
- Created and solved tickets using ZenDesk.
Geek Squad Customer Service Agent
Best Buy
01.2014 - 12.2014
- Engaged customers using customer service and selling skills to provide fast and friendly processing of their request.
Web Developer
Epiphany Design
03.2013 - 02.2014
- Assembled and updating websites of Clients
- Operated with HTML, CSS, and JavaScript/jQuery
- Sought out new clients
- Marketed current clients websites through social media.
IT Intern
Barry Callebaut
06.2012 - 08.2012
- Responsible for Assisting the I.T
- Manager
- Helped resolve office technical problems
- Computer Imaging.
Education
Bachelor of Science - Computer Science
University Of Iowa
Iowa City, IA12.2014
Skills
- Troubleshooting product problems
- JavaScript
- Familiar with Github, Jira/Confluence, Servicenow, Zendesk, Sumologic, Opsgenie, Jenkins, Grafana, Kibana, Tableau
Timeline
Software Engineer
Trading Technologies
09.2022 - Current
Production Support Engineer
Trading Technologies
09.2020 - 08.2022
Application Support Engineer
Enfusion
07.2020 - 09.2020
Devops Engineer
SeedCX/ZeroHash
06.2019 - 07.2020
Production Support Engineer
Trading Technologies
01.2017 - 06.2019
IT Support Specialist
Trading Technologies
08.2015 - 01.2017
Product Support Specialist
Groupon
01.2015 - 08.2015
Geek Squad Customer Service Agent
Best Buy
01.2014 - 12.2014
Web Developer
Epiphany Design
03.2013 - 02.2014
IT Intern
Barry Callebaut
06.2012 - 08.2012
Bachelor of Science - Computer Science
University Of Iowa