Mat Greten

Experience

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  Awana.

  Jun 2003 - Aug 2003

  Desktop Support Technician Intern
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  Wheaton Christian Grammar School

  Jan 2004 - Jan 2006

  Desktop Support Technician

  Worked with the IT department during seasonal breaks to maintain and prepare faculty and staff workstations for the school year. Imaged, prepared and installed 30+ new workstations for classrooms and administrative offices. Performed preventive maintenance in addition to removing malware and repairing affected systems.

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  Harper College

  Jan 2006 - Jan 2009

  Desktop Support Technician

  Worked individually as well as with co-workers to diagnose, repair, and prevent computer malfunctions in an enterprise environment comprised of Windows NT & XP workstations. Researched and field tested power management control implementation; utilizing WOL in computer labs across campus, which resulted in saving Harper College several thousand dollars per year. Resolved incidents requiring communication with distressed users, and malfunctioning software/hardware on a campus serving 16,000 students. Performed installs, moves, and upgrades for users’ workstations. Show less

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  Arch Yearbook: Moody Bible Institute

  Aug 2008 - May 2010

  Lead Photographer

  Established photography assignments for Moody Bible Institute’s yearbook staff. Designed portrait and production photography shoots. Collaborated with writers and designers while creating images. Mastered portrait studio-lighting on-location, used theory efficiently, with improvisation. Researched, tested, and implemented new techniques and equipment in the field.

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  Fleet Feet Sports - Chicago

  May 2010 - Nov 2010

  Sales Associate

  Served the running community of Chicago by equipping and challenging runners to reach new goals and prepare for races. Analyzed customers’ running gaits and pronation to create a custom-tailored fitting process for running shoes and supportive inserts. Provided options and guidance while closing sales of high-end running shoes to all levels of runners. Assessed customers needs, desires, and goals in order to equip them with proper apparel and accessories for running foot races and triathlons.

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  Starbucks

  Nov 2010 - Jun 2012

  Coffee Master, Barista Trainer, Barista

  Provided world-class customer service primarily through the creation of beverages. Completed Starbucks Coffee Master training and impacted coffee quality within our shop, shared coffee expertise with coworkers and customers. Trained and educated baristas in order to ensure that they could consistently follow beverage routines and successfully perform their duties as baristas.

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  Intelligentsia Coffee & Tea

  Jun 2012 - Mar 2014

  Shift Lead & Barista

  Prepared coffee and tea through detailed and time sensitive processes while simultaneously engaging guests and ensuring their satisfaction. Troubleshot and implemented improvements to the store’s POS system and trained co-workers on how to efficiently utilize and become more proficient with this system. Successfully completed many intense training modules and completed manager food safety certification. Employed effective time management to ensure shifts ran smoothly with proper staffing coverage related to customer flow, while maintaining seamless and excellent customer service. Show less

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  Carbon Valley Coffee Roasters

  May 2014 - Oct 2014

  Barista

  Serving Frederick, Colorado residents through carefully and skillfully preparing coffee and espresso drinks.

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  Kelly Services

  Oct 2014 - May 2015

  CTS Service Desk Agent

  CTS Service Desk Agent for State Street Corporation at IBMProvided Level 1 & CTS support to end users while employing soft skills, accurately documenting all actions taken, all while providing excellent customer service. Supported Level 1 agents who do not have access to support tools as well providing guidance with specific application problems, troubleshooting, State Street specific processes for escalations, routing, and ticketing. Worked to resolve tickets rejected by other teams and placed back in the Service Desk Queue. Fielded calls with State Street Major Incident teams and Command Center when outages and Severity 1 and 2 situations became known to the Boulder Service Desk. Show less

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  IBM

  May 2015 - Sept 2016

  Customer Service Representative

  Long Term Supplemental Position: CTS Service Desk Agent for State Street Corporation at IBMProvided CTS support to end users while employing soft skills, accurately documenting all actions taken, all while providing excellent customer service. Worked to resolve tickets within my personal ticket queue and through incoming support calls in an efficient manner. Fielded calls with State Street Major Incident teams and Command Center when outages and Severity 1 and 2 situations became known to the Boulder Service Desk. Performed quality analysis on tickets stemming from dissatisfied customer surveys in order to identify coaching moments for Service Desk agents in addition to performing root cause analysis. Maintained a successful contact rate above 75% with user’s submitting dissatisfied customer surveys, collecting further feedback, and working to resolve the issues these users were facing. Implemented action plans for the CTS team to improve processes, knowledge documents, and training to address pain points discovered through CSAT analysis and callback process. Developed and maintained Visual Basic macros to automate daily CSAT tracking procedures for CSAT quality focals. Show less

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  Upland Kapost

  Oct 2016 - Oct 2023

  - Trained and mentored junior engineers, teaching skills in clean code, troubleshooting, and an iterative approach to building features and fixes.- Rallied and supported the team during high priority issues, coordinating between stakeholders while driving resolutions with other engineers.- On boarded new and seasoned engineers into our complex, hub and spoke-like monolith and micro service ecosystem.- Devised and initiated an approach to upgrade Rails from 4.2 to 6.1.7.3, which had been attempted and abandoned twice before.- Partnered closely with Product to scope, define, and deliver features and initiatives.- Facilitated conversations around technical issues facing the team, often taking a step back to provide an alternative solution to the issue. Show less - Took the reins as team lead after 80% of the engineering team churned. Rebuilt the team after this while maintaining our development culture, commitment to supporting our customers, and shipping code to production daily to achieve rapid iteration.- Served to unblock the team in every way possible when processes, issues, or technology introduced unnecessary or excessive friction.- Served as the primary liaison between Engineering, Product, Devops, Security and senior leadership.- Promoted knowledge sharing, process creation, changes, and documentation within the Engineering team.- Prepared for and facilitated bi-weekly 1:1s with engineers to foster relationships, trust, information sharing, feedback (for them and for me), and their career growth.- Communicated our progress to other internal teams in a tangible way by demoing features, bug fixes, and tech debt at the end of each month. Show less - Spearheaded the architectural approach for adding another layer of data into our task workflow configurable stages project feature work within existing legacy code.- Collaborated closely with design teams, translated their vision into actionable development tasks.- Implemented design updates and content enhancements within Ruby on Rails email micro service to modernize our emails as the sole engineer on this project.- Demonstrated exceptional attention to detail by dedicating substantial effort to cross-browser, cross-OS, and cross-email client testing, ensuring compatibility and performance across diverse environments for our revamped email system, resulting in improved user engagement and communication effectiveness.- Coordinated with other engineers to evaluate and improve software and hardware interfaces.- Led the team in code reviews, focused on clean code with test coverage. Show less - Led feature grooming sessions, ensuring achievable acceptance criteria on development stories.- Led weekly demo sessions of new features to internal teams to prepare them to support customers.- Triaged bug reports with Support team, resolved high priority bugs, and deployments during week-long, rotating point-guard shifts.- Re-wrote core features in Vue, leading to adoption of Vuetify design standards over home grown component libraries.- During company turmoil, implemented GraphQL interface and React front end implementation for interactive custom fields.- Nominated by peers and received our company Peer Award in 2020 and the Play Bigger award for migrating customer data from the US to EU in 2021. Show less - Collaboratively sized and groomed planned feature work with other engineers, product, and design team members for three large feature releases.- Participated in rolling point-guard rotation: bug triage, on-call, manage deployments.- Revamped existing features written in Backbone and Coffeescript into React/Redux while expanding features and functionality.Reviewed teammate's code in 100+ PRs.- Iteratively refactored code based on teammates reviews in 90+ PRs opened by me.- Practiced pair programming in person and over Zoom with senior engineers.- Ensured that test coverage of checked in code did not exceed 3% missing coverage standard.Language emphasis: React Show less Technical Support Analyst specializing in troubleshooting and resolving customer-facing issues.- Interfaced with customers regarding their questions about the product, bug triage, and technical issues while serving the Customer Success, Professional Services, and Engineering teams.- Transitioned ownership of SSO SAML configurations between Kapost and customer systems, which was previously a DevOps responsibility.- Ruby scripting to support reporting needs for Customer Success team through the Kapost API.- Documented troubleshooting methods and problem resolutions.- Provided product training for new Implementation Managers.- Trained new Support team members.Kapost API Reporting Scripts- Collaborated with Customer Success Managers to gather requirements and discover reporting inefficiencies.- Produced and iterated on 15+ Ruby, each of which saved CSMs more than 4 hours per report.- Documented Ruby / API client installation, script examples, recommendations on moving the project forward for posterity's sake. 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  • Senior Software Engineer I

    May 2023 - Oct 2023

  • Software Engineering Team Lead

    Feb 2022 - Oct 2023

  • Software Engineer II

    Oct 2021 - May 2023

  • Software Engineer I

    Sept 2019 - Oct 2021

  • Associate Software Engineer

    Oct 2018 - Sept 2019

  • Technical Support Analyst

    Oct 2016 - Nov 2018
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  CompanyCam

  Nov 2023 - now

  Backend Software Engineer 3

  Backend Engineer (Integrations)