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
Similar Profiles
Dhiraj WaghDhiraj Wagh
Software Project Manager at Trading technologiesSoftware Project Manager at Trading technologies
Jayesh AkbariJayesh Akbari
Senior Test Engineer at Trading TechnologiesSenior Test Engineer at Trading Technologies
Shaelyn MinnaughShaelyn Minnaugh
Human Resources Generalist at KERNEL TRADING TECHNOLOGIES LPHuman Resources Generalist at KERNEL TRADING TECHNOLOGIES LP
Angelina NaseemAngelina Naseem
Sales Associate (Seasonal) at The Black TuxSales Associate (Seasonal) at The Black Tux
Erin RollagErin Rollag
Registered Nurse, Medical-Surgical Unit at Rush University Medical Center, RUMCRegistered Nurse, Medical-Surgical Unit at Rush University Medical Center, RUMC