Technical Support Specialist & Systems IT Professional in Omaha, Nebraska.
Over 8 years resolving complex customer and enterprise technical challenges. Specializing in website lifecycle & DNS provisioning, white-label iOS/Android apps, POS/IoT hardware, API diagnostics, and cross-functional engineering escalations.
Bridging the Gap Between Technology & People
Helping people understand and succeed with technology has been my true passion from day one. In an era where software powers everything from neighborhood dining to global payments, the human element of technical troubleshooting is more vital than ever.
Growing up, I was constantly inundated with questions about how computers, networks, and gadgets worked. Answering those questions sparked a lifelong curiosity that evolved into a career: I didn’t just want to find the fix—I wanted to understand the root cause and empower people with knowledge.
Over the past decade, my work has spanned the full tech spectrum: from scaling residential high-speed infrastructure in the field with Cox and Bear Communications, to supporting financial workflows at PayPal, resolving mission-critical Android POS and network escalations at Toast, troubleshooting micro-market vending SaaS at 365 Retail Markets, to now managing client website lifecycles and white-label apps at DoorDash.
Beyond my day job, I have dedicated over 5 years to community volunteering at Do Space in Omaha, hosting Tech Help Tuesdays and mentoring people of all ages to conquer their technology hurdles.
Proficient in domain provisioning, DNS propagation troubleshooting (A, CNAME, TXT, MX), SSL certificates, and hosting maintenance for hundreds of SMB storefronts.
Writing SQL queries in Mode Analytics to audit operational bottlenecks, coupled with Postman API testing to diagnose payload failures across microservices.
Partnering seamlessly with engineering, product, and onboarding teams to convert frontline ticket trends into long-term product fixes and clear internal documentation.
Inspired by 8+ years in SaaS operations, POS diagnostics, and enterprise ordering at DoorDash, Toast, and 365 Retail Markets. I am building modern software systems to solve real merchant pain points: webhook payload normalization, POS ticket generation, white-label DNS provisioning, and omnichannel kitchen routing.
Customize an item, fire a simulated order, and observe how POS injection handles kitchen ticket formatting and webhook events.
Full-Lifecycle Ordering & POS Injection Bridge
Engineered to eliminate lost orders during internet dropouts. Features client-side queueing with retry backoff, dynamic modifier tree calculation, and automated thermal POS ticket generation (Epson/Star Micronics format).
Unified Webhook Normalizer & Kitchen Display System
Solves the fragmented "tablet hell" in commercial kitchens by ingesting asynchronous webhooks from DoorDash Drive, UberEats, and Toast Direct Web into a canonical POS schema and real-time KDS screen.
Automated White-Label Domain & Embed SDK
Empowers restaurants to host digital ordering seamlessly on their own custom domain. Automates DNS CNAME verification, zero-downtime Let's Encrypt SSL handshakes, and friction-free iframe/widget injection.
I am actively expanding these tools into production-ready open systems. Let's discuss architecture, POS APIs, or technical integration strategies.
8+ Years in SaaS Support, POS Diagnostics & Systems Engineering
Empowering SMB restaurant partners with an end-to-end digital ordering suite, combining custom white-label AI websites and branded iOS & Android storefront applications.
Delivered enterprise support for automated micro-market vending Point-of-Sale (PoS) kiosks and cloud SaaS management suites.
Handled advanced escalated technical support for Toast’s all-in-one restaurant platform across Android hardware, kitchen printers, cloud SaaS, and local networking.
Secured customer financial accounts, resolved complex transaction disputes, and ensured adherence to stringent federal and financial regulations.
Hands-on foundational network and physical infrastructure experience across high-speed internet, telephony, RF cabling, and tier-2 routing diagnostics.
Troubleshooting Case Studies
A deep dive into how I approach root cause analysis, cross-system isolation, and permanent resolutions.
High-volume restaurant client reported that mobile app ordering and custom storefront domains failed immediately after a merchant domain renewal.
Audited DNS records across root registrar. Discovered an extraneous conflicting A-record pointing to old parked hosting, breaking CNAME routing and SSL cert renewal handshake.
Cleaned DNS zone files, expedited propagation via manual host header triggers, and re-provisioned SSL. Verified order transaction flow in Mode Analytics with zero ongoing client revenue loss.
Distributed enterprise micro-market vending kiosks froze during credit card reader authorization, halting hundreds of daily automated purchases.
Replicated transaction payload using Postman API against staging endpoints. Identified that a card reader firmware patch altered handshake headers, tripping security firewalls.
Collaborated with backend engineering on a quick payload adapter. Pushed remote OS config rollbacks across affected kiosks, bringing all locations back online in under an hour.
High-volume restaurant handheld POS devices lost connection to kitchen order thermal printers during Friday night peak rush, creating order backlog.
Discovered an unmanaged guest Wi-Fi router on the same physical subnet assigning dynamic DHCP addresses overlapping with static kitchen printer IPs.
Isolated guest traffic into a segregated VLAN, assigned MAC-bound static IP reservations for all POS hardware, and authored a prevention guide published to the internal knowledge base.
Technical Skills & Toolkit
Proven across production operating systems, SaaS enterprise stacks, and hardware ecosystems.
Recognized for creating detailed, clear training guides using Scribe and documentation workflows that accelerate onboarding and shorten ticket resolution times.
Community Volunteer & Explorer Certified
Aug 2017 - May 2023 (5 Years, 10 Months)
Volunteered weekly at Omaha’s premier community technology library. Hosted Tech Help Tuesdays, assisting citizens of all skill levels with everything from diagnosing virus infections and setting up smartphones to debugging coding projects and 3D printing.
"What can we figure out today?"
Technology only achieves its full potential when people feel empowered to use it. That core belief has guided every stage of my career—whether I'm guiding a first-time computer user through their device settings at Do Space, or collaborating with software engineers to unblock a merchant whose business relies on our digital ordering platform.
Whether you are hiring for a technical support specialist, systems operations, or looking to discuss SaaS and DNS lifecycle management, I'd love to chat.
Hey there! 👋 I'm Jacob's virtual assistant. Ask me anything about his technical support work, DNS and hosting lifecycle, or systems background!