Jake Jacobson

Experience

• 

  Epic Engineering

  Jan 2003 - Jul 2004

  Computer Technician

  -Ensured company computers were always working at optimal performance. -Managed small business network. -Kept information secure by performing daily backups. -Purchased new hardware and software-Built workstations

• 

  Teleperformance

  Feb 2007 - Dec 2009

  -Supervisor over a team of Apple Care Desktop and Laptop technicians. -Lead team to achieve and maintaining 90 percent customer satisfaction rating while keeping response times low.-Created action plans and provided coaching to assist agents in reaching and exceeding company key performance indicators. -Assisted team in meeting key performance indicators by providing feedback and support. -Supported L1 technicians by providing resolutions to complex technical issues. -Ensured escalated clients received superior support by quickly isolating their issue and providing a fast resolution.

  • Apple Care Supervisor

    Jul 2009 - Dec 2009

  • Dell Technical Team Lead/L2 Technician

    Feb 2007 - Jul 2009
• 

  UK2 Group

  Feb 2010 - Dec 2012

  -Lead Midphase.com and Resell.biz technical support teams-Lead in weekly team meetings-Create weekly performance statistics tracking key performance indicators-Provide coaching, and training -Organize and manage scheduling-Develop policies to improve customer service performance and comply with industry standards -Provide superior support and resolutions for escalated client issues-Provide feedback to development for new hosting platform-Create and organize documentation Show less

  • Midphase / Resell.biz Technical Support Manager

    Apr 2012 - Dec 2012

  • Resell.biz Technical Support Technician

    Feb 2011 - Jun 2012

  • UK2.NET Technical Support Technician

    Feb 2010 - Apr 2011
• 

  MasterControl

  Jan 2013 - now

  Design and develop testing and delivery pipeline for MasterControl softwareEnhance MasterControl softwareBring life changing products to more people sooner -Use HP QTP/UFT and Ruby with Selenium Web Driver to automate OQ and functional tests-Test Master Control QMS Software-Use lean development methodology-Work with Oracle and MSSQL database servers-Log bugs and enhancements to improve the quality of the product-Verify, automate, and close out resolved bugs-Actively be an advocate of great quality of product in product team meetings -Ensure the product is something we can all be proud of when it is released to customers

  • Software Engineer III

    Apr 2021 - now

  • Software Quality Assurance Automation Engineer

    Jan 2013 - May 2021