Jacob Wagner Email & Phone Number

Portland, Oregon Area

● Responsible for maintaining site reliability and optimizing multiple development and production AWS components:○ EC2 instances; both right-sizing and performance optimization, quarterly patching○ Performing Security Group audits○ Troubleshooting and optimizing Auto Scaling Groups○ Reconfiguring and optimizing Load Balancers and corresponding Target Groups○ Creation of new Beanstalk Deployments○ EC2 Database Migrations○ Setting up new subdomains within Route53○ Updating and renewing certificates within Certificate Manager○ Building new development environments from scratch while ensuring cross-product compatibility, integration,and successful Elastic Beanstalk build pipelines.● Developed, expanded, and supported Zapproved’s Legal Hold Pro application within an Agile environment (AWS,MSSQL, C#, TS/JS)○ Participation for on-call rotation to address any P1 issues○ Responsible for scoping feature work○ Provided RFC’s to the team and Sr. Management for review○ Assisted in flushing out technical requirements for new feature work.○ Engineered an overhaul of the release processTools used - Amazon Web Services, MSSQL, JavaScript, CSS, HTML, Typescript, C#

Portland, Oregon Area

● Under very tight SLA’s, responsible for customer data migrations (ETL); writing database scripts to extract/exportcustomer data, followed by writing and updating migration application(s).● Assisted our QA department with release testing. Rewrote and refactored an entire suite of E2E Selenium tests, and responsible for creating POC's of other testing framework(s).● Responsible for tracking production bugs, writing up repo steps, and interfacing with the Product team to ensure they are given proper prioritization.● Utilizing Sumo Logic, created a performance dashboard that pulls data from AWS in relative real time.● Worked to become proficient in AWSTools used - MSSQL, Oracle, AWS, JS, Angular, C#, Agile Methodologies, and Protractor

Portland, Oregon Area

I joined Zapproved in the September of 2014 with the task of revamping and overhauling the customer implementation process. Notable accomplishments:* Nixed the dark age era of project management/implementation. I firmly believe that getting started with a new product should be as simple and straightforward as possible. To that end, I have created new SOP’s, reorganized task lists, and emphasized the importance of a refreshing experience for our customers.* Created a cloud based Project Management system - Not only should getting started with a new product be simple, but the methodology for getting everything connected should be simple and straightforward as well. I created a project management hub where myself and my implementation team can collaborate in real time with our newly acquired customers. Customers are able to ask specific task questions, revise due dates, and adjust milestones as needed. This is all done without swapping a million emails every day, and keeps everything nice and organized. This process alone has drastically improved the implementation experience for our customers, and allows the team to handle additional implementation projects. Though I have moved on from this role, this system is still currently used to this day.* Expanded implementation team - With much success comes the need for more talent. After being at Zapproved for 10 months, I was promoted and given the opportunity to expand the implementation team. I believe in a hands on implementation/training schedule for new hires so that I can transition to a hands off management style. I conduct official check-in meetings once a week to ensure that all questions, comments, and concerns are addressed. I also act as the path of direct escalation.

Destin, Florida

* Provide prompt quality customer service along with support to Bankers and store management.* Perform wide range of services including document preparation, account servicing/maintenance (account reconciliation, address change, stop payments, account closings, transfers, notary, processing check orders), and problem resolution. * Solicit new accounts and cross-sells products and services. Follow-up on Teller referrals

* Provided support for the CPU Division of Apple’s AppleCare, responsible for resolving a variety of issues ranging from operating system how-to's, software support, hardware support, hardware repair, and computer networking support.* Expert status obtained in Apple's OSX operating system, and Apple hardware related issues. * Ensured that the user experience across OSX was seamless and exciting; routinely demonstrated electrifying new features for customers.* Accountable for meticulous logging of support tickets while completing and closing tickets in a timely, professional manner.* Responsible for gaining agreement, troubleshooting, and resolving technical issues while sustaining customer experience and satisfaction to the highest industry standard.

Florida

• Communicated orally with key officials, managers and other support staff to convey technical information in meetings, presentations, and briefings.* I was directly responsible for producing the first paying customer by designing an interactive and visual sales pitch centered on the SaaS social networking solution Connection Apps offered.* Proactively and successfully cultivated relationships with key influencers in our target market.* Responsible for developing key sales and marketing collateral to adequately educate potential customers as to the benefits and value of the Connection Apps Platform.* Designed new user initiation guides that assisted getting new administrators accustomed with our platform and running smoothly within 24 hours of their initial sign up.* Personally managed a 500 user beta test, including valuable on-site testing and training sessions with key staff and community influencers.• Responsible for director level troubleshooting and training on the Connection Apps platform. Provided all technical support either remotely, or in person.* Accountable for solving complex issues with no blueprint to follow; routinely instigating new and exciting ways to solve problems with the Connection Apps products.* Initiated captivating, media driven marketing campaigns designed to attract new customers. These campaigns included print, video, and viral marketing techniques* Managed the company Twitter account and updated it daily with articles and keyword-heavy messages geared towards our target audience. Amassed over 600 followers in the first week using these organic techniques.

* Instrumental in orchestrating deals between New Orleans home owners and investors located throughout the United States.* Investigated and ascertained the whereabouts of displaced residents and psychologically assisted them throughout the entire sales process.* Conducted all house assessments and was entrusted with all aspects of the appraisal process.* Enthusiastically participated in the creative marketing process by providing written copy for radio, billboard and print advertising.

• Provided superior customer service by catering solutions based both on customers needs and evaluating impacts of technological changes.• Provided extensive technical troubleshooting both over the phone and in person regarding issues ranging from computer networking to sound system calibrations.• Assisted on multiple in-home service calls which included complete computer network setups, office network troubleshooting, and home theater installations.• Consistently exceeded sales goals and was ranked top 3 in the district.• Responsible for training new hires within the department and ensured that they exceeded the expectations proposed in the Best Buy SOP Sales Excellence Guidelines.

B.S, Psychology

B.S. Psychology

Education record