Jason Hochbrueckner
Raleigh,NC
Summary
Bringing over 9+ years of impactful experience in Technology, supporting multiple esteemed Fortune 500 companies. Combined with 20 years of distinguished military service in a highly technical field, offers a unique blend of technical prowess and leadership. As a results-oriented leader, excel in handling sensitive situations with discretion. Proven problem-solving skills in dynamic environments have led to successful resolutions. Adept and articulate communicator, skilled at establishing rapport across all organizational levels.
With a background in both the corporate and military spheres equipped with a comprehensive skill set poised to tackle challenges and drive success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Assistance Center Manager
Bandwidth
2021.10 - Current
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings
- Managed work and performance of more than 9 employees
- Introduced new methods, practices, and systems to reduce resolution time
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Directed work of TAC Elite team to deliver exceptional client experiences for most strategic/high visibility customers
- Assisted in recruiting, hiring and training of team members
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
Production Superintendent
USAF Reserves
2014.03 - 2023.04
- Directed/lead unit flying operations as needed to accomplish mission requirements
- Planned and organized production schedules and assessed mission and resource requirements
- Created and implemented processes to improve performance, increase resolution time and increase productivity
- Delivered direct feedback to senior management regarding aircraft status and mission planning/objectives
- Created streamlined production schedules and collaborated with production employees to communicate mission objectives and goals
- Reviewed maintenance and repair problems to determine appropriate action for resolution
Product Support Engineer
Bandwidth
2020.10 - 2021.09
- Troubleshoots any issues across all of Bandwidth’s product portfolio, advises best practice and ensures a smooth transition onto Bandwidth’s platform
- Responsible for process improvement and documenting and testing new processes and developing SOPs
- Works cross-functionally with internal teams and management to address issues and drive customer issues to resolution
Team Lead
Bandwidth
2019.11 - 2020.09
- Oversaw Key/Strategic ticket queue for highly visible customers, verifies “Urgent” and “High” priority issues are handled in a quick and efficient manner
- Ensured SLA goals are being met to the best of the team’s abilities
- Managed QA reviews for Key/Strat team, improves customer interactions and aides process improvement while ensuring accuracy of overall team’s work
Bandwidth – TAC Analyst II
Bandwidth
2017.09 - 2019.10
- Provided expert, persistent, extraordinary customer service when supporting customers via phone, email, or ticket updates
- Identified and resolved problems through root cause analysis and research
Incident Management Senior Analyst
HCL America @ CISCO
2016.10 - 2017.08
- Effectively communicated highly complex issues to engineering, and resolutions/work-around to the customer
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
VoIP Analyst
Apex Systems/ HCL America @ CISCO MACD
2014.03 - 2016.09
- Troubleshot complex multi-vendor network service provider issues
- Maintain documentation of all worked performed and update customer on status of request throughout ticket life cycle
Education
B.S - Information System/Technology Management
Strayer University
Raleigh, NC03.2017
A.S - Avionics Systems Technology
Community College of The Air Force
Maxwell AFB, AL08.2013
Skills
- Strategic Vision
- Operations Oversight
- Goal Attainment
- Operational Standards
- Program Optimization
- Customer Loyalty
- Google Suite
- Microsoft Office 365 Suite/Microsoft Teams
Certification
Microsoft Certified Professional,
MS-700 Managing Microsoft Teams
Timeline
Technical Assistance Center Manager
Bandwidth
2021.10 - Current
Product Support Engineer
Bandwidth
2020.10 - 2021.09
Team Lead
Bandwidth
2019.11 - 2020.09
Bandwidth – TAC Analyst II
Bandwidth
2017.09 - 2019.10
Incident Management Senior Analyst
HCL America @ CISCO
2016.10 - 2017.08
Production Superintendent
USAF Reserves
2014.03 - 2023.04
VoIP Analyst
Apex Systems/ HCL America @ CISCO MACD
2014.03 - 2016.09
B.S - Information System/Technology Management
Strayer University
A.S - Avionics Systems Technology
Community College of The Air Force