Jason Halstead
Westminster,CO
Summary
Results-oriented Support Manager offering 23 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
26
26
years of professional experience
Work History
Support Manager
Strategy & Technology
02.2010 - 07.2023
- Managed technical support organization for B2B cable industry customers in North America
- Collaborated with customers and internal teams to address and resolve reported issues, inquiries and requests, enhancing overall customer satisfaction
- Delivered customer and sales staff training by focusing on configuring and operating company products
- Executed seamless installation, configuration, commissioning, and deployment of Linux-native company products in collaboration with customers and/or S&T staff as necessary
- Implemented systems and processes to ensure Americas-specific customer services and management information specification, delivery, and maintenance
- Collaborated with Development team to drive product evolution and enhance software development processes
- Produced bug and fix documentation for Development team by incorporating screenshots and screen capture videos.
Programmer Analyst 3
Brocade Communications
01.2008 - 02.2008
- Delivered Tier 1 to Tier 3 technical support for boundary and third-party applications, encompassing both in-house and externally sourced software
- Collaborated with Development team, Business System Analysts, users, and DBAs to facilitate code corrections, address enhancement requests, and resolve errors.
Software Test Architect
Solekai Systems
01.2006 - 01.2008
- Developed test streams by utilizing XML, MS Access-based, and proprietary systems to emulate environmental conditions on video receivers
- Maintained Motorola and SA headends for testing purposes
- Conducted beta-version cable video receiver testing by utilizing CableLabs certification test plans.
- Created first test streams with team for DV-TIDE cable head-end emulator.
System Support Engineer II
GE Access Distribution
06.2000 - 01.2006
- Collaborated with in-house Oracle Development team, Database Administrators, and IT Support to deliver Tier 1 to Tier 3 Oracle support services
- Developed, tested, and optimized SQL scripts to proactively detect and troubleshoot transaction issues within Oracle databases.
- Enhanced system performance by troubleshooting and resolving technical issues promptly.
- Worked with various departments on integrating new processes for software and manual usage.
Processing Associate I
Deerbrook Insurance
01.1998 - 06.1998
- Handled approximately individual 30 insurance policies daily.
- Conducted data collection for insurance applications by rectifying inaccuracies and addressing missing information
- Conducted thorough reviews of applications prior to completion to identify and rectify any additional errors or corrections.
- Demonstrated strong attention to detail, catching discrepancies before possible impacts to overall operations or customer satisfaction.
- Identified and resolved process issues to drive optimal workflow and business growth.
Education
Bachelor of Arts - International Studies
University of St. Thomas
Houston, Tx05.1997
Skills
- Problem diagnosis
- Technical Support
- Structured Query Language
- Process Improvement
- Managing testing
- Linux Environments
- Business Intelligence
- Effective Communication
- Hardware and software installation
- Technical Writing
- Systems Analysis
- Customer Support
Training
- LEAN
- GE Greenbelt Six-Sigma
- Dale Carnegie "Pathways to Success"
- Stellar Customer Service
- Koala-T Management Process
- Ubuntu Server Linux Basics
- Cisco CCNA1 & CCNA2 Network Classes
- Avoiding Common Mistakes of New Managers
- MBA in a Box: Business Lessons from a CEO
Timeline
Support Manager
Strategy & Technology
02.2010 - 07.2023
Programmer Analyst 3
Brocade Communications
01.2008 - 02.2008
Software Test Architect
Solekai Systems
01.2006 - 01.2008
System Support Engineer II
GE Access Distribution
06.2000 - 01.2006
Processing Associate I
Deerbrook Insurance
01.1998 - 06.1998
Bachelor of Arts - International Studies
University of St. Thomas
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