Featured Candidates
Jason Halstead /Support Manager / Senior Support Engineer / Support Engineer / Visiting Engineer
Jason Halstead
Westminster, CO, 80021
Accomplished and result-driven professional with extensive experience in leading high-performing teams, driving customer satisfaction, and implementing operational improvements in fast-paced tech environments.
Proven background in delivering training, managing IT infrastructure, and ensuring quality in software testing and product documentation. Well-versed in managing global teams, cross-functional collaborations, and driving customer service excellence while ensuring operational efficiency. Demonstrated ability to resolve complex technical issues, manage project lifecycles, and deliver training programs. Strong proficiency in Oracle and SQL, with a history of optimizing database functionalities. Proficient in the installation, configuration, and commissioning of company products. Dedicated to enhancing team performance, developing effective strategies, and fostering professional growth among team members.
Professional Experience
Strategy & Technology, Louisville, Colorado 2010 – 2023
Support Manager / Senior Support Engineer / Support Engineer / Visiting Engineer
Managed technical support organization for North America customers. Collaborated with customers and internal teams to address and resolve reported issues and inquiries by 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 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.
• Managed IT infrastructure for US office in collaboration with IT Manager (UK).
• Participated in industry conventions and conferences as company booth staff member.
• Collaborated in authoring and reviewing company product documentation for enhanced accuracy and clarity.
• Spearheaded proactive contribution of suggestions and feedback to management by ensuring continuous up-to-date enhancement of US office environment.
• Facilitated all support activities within Americas as Senior Customer Liaison, including product information dissemination and gathering valuable feedback on product operation.
Additional Experience
Programmer Analyst 3 | Brocade Communications, Broomfield, Colorado
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.
• Streamlined support personnel organization and issue-routing process for boundary and third-party applications.
• Performed in-depth analysis of application PL/SQL code to identify root causes by implementing necessary remedies on Oracle database tables for optimization and problem resolution.
Software Test Architect | Solekai Systems, Boulder, Colorado
Developed test streams by utilizing XML, MS Access-based, and proprietary systems to emulate environmental conditions on video receivers. Pioneered development of initial test streams in collaboration with team for DV-TIDE cable head-end emulator.
• Maintained Motorola and SA headends for testing purposes.
• Conducted beta-version cable video receiver testing by utilizing CableLabs certification test plans.
System Support Engineer II | GE Access Distribution, Westminster, Colorado
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.
• Provided support for various business programs, including Business Objects, Webmethods, Exceed, and MS Office Suite.
• Achieved eight special-recognition awards in 2005 across various departments by outstanding performance and exceptional contributions.
Processing Associate I | Deerbrook Insurance, Austin, Texas
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.
• Implemented down payments to applications in accordance with company policies and procedures.
• Launched and deployed applications to optimize financial processes for home office accounting division.
Education
Bachelor of Arts in International Studies | Summa Cum Laude
University of St. Thomas, Houston, Texas
Training & Courses
Training | LEAN
Training | GE Greenbelt Six-Sigma
Training | Dale Carnegie “Pathways to Success”
Course | “Stellar Customer Service” GE Access Distribution in-house.
Course | “Koala-T Management Process”
Course | “Ubuntu Server Linux Basics”
Training | Cisco CCNA1 & CCNA2 Network Classes
Management Training | Avoiding Common Mistakes of New Managers
Course | “MBA in a Box: Business Lessons from a CEO”