Jason Hetland
Rocklin,CA
Summary
After graduating with a Bachelor's degree in computer science from UC Santa Cruz, Was hired to work for Molekule, in Costa Rica. Currently work for One Inc. Bring a unique background by from working in Costa Rica and the US. Someone with great ambitions and eager to take on new challenges.
Overview
9
9
years of professional experience
Work History
Solutions Implementation Consultant
One Inc
10.2024 - Current
- Lead the end-to-end implementation of software solutions for insurance companies.
- Coordinate project timelines, deliverables, and expectations with internal teams and clients.
- Configure software based on the client's business processes.
- Collaborate with developers and engineers for custom integrations, APIs. and workflows.
- Act as a primary liaison between clients and internal cross-functional teams (Product, Engineering, Support)
- Create and deliver documentation, training materials, and demos.
Tier 3 Technical Support Engineer
One Inc
04.2023 - 09.2024
- All of the duties at my Tier 2 role.
- Run daily meetings to discuss customer escalations.
- Address and manage critical situation issues as an escalation expert across several products
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Able to troubleshoot and resolve urgent/complex problems
- Review/Triage all defect tickets.
- Mentor other support engineers
Tier 2 Technical Support Engineer
One Inc
11.2021 - 03.2023
- Escalate reported errors and bugs to our software development team if I am unable to resolve the issue.
- Provide training to Tier 1 agents.
- Write training materials for new hires to reference.
- Advise managers on potential process improvements to increase support quality and expedite ticket fulfillment.
- Explain technical information in clear terms to our customers to promote better understanding.
- Provide demos and training to customers of our product.
Technical Support Engineer
One Inc
01.2021 - 10.2021
- Was on call for emergency after-hours for support line.
- Troubleshooted technical problems and answer support questions for One Inc Products.
- Facilitated communication between One Inc Support and customers. regarding open cases. Followed our SLAs.
- Leveraged our APIs to troubleshoot customer issues.
- Met with customers to discuss any issues or questions.
- Explain technical information in clear terms to our customers to promote better understanding of our product.
- Assisted customers through phone calls, chat, and emails.
Software QA Engineer/Tester
Molekule
12.2018 - 07.2020
- Mobile application testing.
- Executed software test plans/cases to identify and document software issues and their causes.
- Verified, validated, communicated, and resolved software issues through careful and thorough documentation.
- Performed regression, unit, functional, and system testing.
- Used manual and some automation testing methods.
- Supported, implemented and help shape test approach by identifying solutions to recurring issues.
- Located root causes of problems by reviewing configuration files and logs.
Technical Support/ Help Desk Representative
Molekule
12.2018 - 07.2020
- Provided technical support to our customers for our devices.
- Resolved and troubleshooted any customer connection issues between our devices and our application.
- Resolved customers single incidents during installation and setup.
- Resolved customer issues related with data issues in a timely manner using problem solving skills.
- Provided reports timely data pulls using SQL and Postman.
- Wrote scripts to execute a large amount of API calls on our applications.
- Analyzed the data pulls and identify any corruption of data or any bugs on the software end.
- Reported design, reliability, or maintenance issues or bugs to our software team.
- Worked closely with the software team and collaborate with them on ways to improve software applications.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and walked individuals through basic troubleshooting tasks.
Chat Support Representative
Gap
08.2020 - 12.2020
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Handled inbound customer chat conversations from various websites.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Help Desk Representative
Gap Inc
01.2017 - 06.2018
- Provided quality customer service to customers
- Resolved customer issues such as payments and billings
Education
Bachelor of Science - Computer Science
University of California
Santa Cruz, CA03.2017
Skills
- HTML
- CSS
- MySQL
- Basic JavaScript
- Databases
- API design knowledge
- QA testing
- Agile Software Development
- Application support
- Troubleshooting
- Customer service
- Technical Writing
- Jira
- PowerPoint
- Excel
- Salesforce
References
1. Mike Egan
VP Customer Experience
One Inc.
9168780145
2. Michael Haarstad
Software Implementation Consultant. Team Lead
One Inc.
9167129097
3. Jennifer Yee
Senior Director, Strategic Programs
One Inc.
jyee@oneinc.com
Timeline
Solutions Implementation Consultant
One Inc
10.2024 - Current
Tier 3 Technical Support Engineer
One Inc
04.2023 - 09.2024
Tier 2 Technical Support Engineer
One Inc
11.2021 - 03.2023
Technical Support Engineer
One Inc
01.2021 - 10.2021
Chat Support Representative
Gap
08.2020 - 12.2020
Software QA Engineer/Tester
Molekule
12.2018 - 07.2020
Technical Support/ Help Desk Representative
Molekule
12.2018 - 07.2020
Help Desk Representative
Gap Inc
01.2017 - 06.2018
Bachelor of Science - Computer Science
University of California
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