Jacob Butts

Experience

• 

  Big Lots Stores

  Feb 2015 - Jan 2016

  Furniture Sales

  • Worked primarily in sales in the furniture department.• Assisted customers with questions about items and facilitated in store purchases and leasing options. • Handled returns and customer pickups.• Unloaded incoming trucks and deliveries, ensuring materials and items were put away in a timely fashion and where they belong.• Assisted in closing procedures, i.e. Recover/Restocking, cleaning.

• 

  Housing Authority of the City of Austin

  Jun 2016 - May 2017

  IT Intern

  • Refurbished and deployed over 400 PCs to customers.• Created documentation for manual install of the HACA image.• Created documentation for automatic install of the HACA image.• Worked with a multi - cultural group of coworkers and customers.• Answered questions for users, explained Linux OS to unskilled first-time computer users and trained them on w to use Linux to do basic operations. • Conducted trainings for HACA residents on how to use Libre Office. • Created documentation on internet and Wi-Fi safety. Show less

• 

  SAM Family of Companies

  Sept 2017 - Dec 2017

  IT Intern

  • Facilitate onboarding efforts by imaging new systems, using Dell’s KACE system. Ranging from CAD Desktops and laptops, to Toughpad Tablets.• Weekly Inventory Counts• Creating work and procedural instructions, based on need

• 

  Spectrum (formerly Time Warner Cable)

  Jan 2018 - Aug 2018

  NOC Business Assurance Technician

  Ensure ticket quality fit or exceeded SOP

• 

  Spectrum

  Aug 2018 - Feb 2021

  NOC Technician
• 

  Eagle Eye Networks

  Feb 2021 - now

  In my role on the Software Analysis and Testing (SWAT) team, I handle critical escalations from Support, NOC, and internal teams. I dive deep into these issues, working to replicate and triage them to understand the root cause. Once I have a clear picture, I collaborate with the engineering team to ensure the problems are resolved effectively, helping to maintain the stability and performance of our software. I also ensure team trainings and documentation is up to date, while keeping a repository of troubleshooting tips in one place, and sharing that knowledge within my team, and to those we collaborate with. Show less Finding out this career is something I was meant to do has been the most enlightening experience.Over the past two years, I have played a pivotal role in testing hardware and software integrations on a diverse range of over 100 devices. In addition to conducting thorough testing, I took the initiative to establish a fully-equipped lab environment tailored for effective testing procedures. My responsibilities also extended to engineering escalations, where I specialize in replicating issues and meticulously broadcasting them to the engineering team. This role requires delving into complex, deep-seated problems, showcasing my proficiency in problem-solving and troubleshooting within the engineering domain. Show less

  • Escalation Engineer

    Aug 2024 - now

  • Senior Quality Engineer

    Feb 2022 - now

  • QA Engineer

    Feb 2021 - Feb 2022