Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, IA
12.2014

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

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