Jason Leeder Email & Phone Number

Waterloo, Ontario, Canada

Kitchener, Ontario, Canada

Waterloo, Ontario, Canada

Waterloo, Ontario, Canada

• Develop the vision of the Quality and Learning programs within the Security Operations Center, and the corporate wide Knowledge Management and Problem Management programs
• Creating and assigning yearly goals which align with the vision of the Quality, Learning, Knowledge Management and Problem Management programs
• Lead the identifying, implementing, and report building for the Security Operations Center Key Performance Indicators (KPIs)
• Successfully leading cross-functional Continuous Improvement initiatives with successful outcomes
• Creating clearly defined Learning Paths for multiple roles within the Security Operations Center
• Planning and delivering courses aligned with defined KPIs to prepare the Security Operations Center, Sales, Sales Engineering, Deployments and Support organizations to be able to support continually evolving product.

Cambridge, Ontario

Lead the Learning and Development function for the Security Operation Center (SOC). Implemented a Learning Management System (LMS) to track the completion of learning. Aligned the SOC New Hire Training with the organization's goals. Initiated the Quality program within the SOC to measure the implementation of the learning program.

Waterloo, Ontario

Waterloo, Ontario

Provide guidance to the support team in resolving issues related to the OpenText Document Management Server for Windows, Unix, and AS/400 environments. Provide training on troubleshooting best practices. Facilitate a weekly ticket review meeting which provides support representatives with next steps in difficult to solve issues. Developed a QA program.

Waterloo, ON

Provide technical support for Document Management Software installed in a Microsoft Windows environment, with the database hosted on a Microsoft SQL or Oracle platform. Setup and maintain an Microsoft Active Directory environment using VMWare technologies. Provide support for the VIP Content Explorer server which is integrated with an Apache / Tomcat.

Kitchener, Canada Area

Started a small business to help people in the community with their computer and Internet related inquiries for weekend and evenings. Perform hardware and software upgrades, setup internet connections, install VOIP services, detect and remove viruses, perform data backup and recovery, and educate people on the use of their computer.

Waterloo, ON

As part of the Centre of Excellence team, my role was to provide industry best practices for training and development initiatives as it related to all aspects of leading a technical support organization. This included providing feedback on the QA program; feedback and coaching intiiatives; reward and recognition programs; developing KPI's that will result.

Waterloo, ON

Acted as a point of contact for management on all training related initiatives. Hosted monthly status update meetings for management teams across the support organizations. Provided recommendations on existing training processes. Provided recommendations to development and documentation teams that would help increase product knowledge in the support.

Waterloo, Ontario

Continued to provide root cause analysis of the most difficult to solve issues within the Premier Support organization.Implemented the new hire training program into all of BlackBerry's support offices worldwide. Performed "Train the Trainer"​ activities so that additional members could also incorporate the program for new Premier Support.

Waterloo, Ontario

Provided root cause analysis for issues that could not be solved by the Intermediate members of the Premier Support team. Submitted escalations to the development team for software related bugs. Coached Intermediate members of the Premier Support team by leading technical review sessions. Attended trade shows and webinars as an BlackBerry Expert. Designed.

Waterloo, Ontario

Provided technical support for all aspects of BlackBerry Enterprise solution within a Microsoft Exchange and Microsoft SQL environment for BlackBerry's largest and most influential customers. Summarized technical activities for Management and Sales teams. Setup and maintained a virtual environment using VMWare technology that included the BlackBerry and.

Waterloo, Ontario

Provided technical support for the BlackBerry Smartphone, desktop software, and BlackBerry Enterprise Server (BES) for small to medium sized businesses. Provided support for installing and integrating the BlackBerry Enterprise Server with a Microsoft Exchange environment using a Microsoft SQL database.

Waterloo, Ontario

Setup, configured, and diagnosed BlackBerry Smartphone and desktop software for small businesses.

Kitchener, Ontario

Installed (and configured) networking components such as Routers, Firewalls, switches, and VPN's. Installed DSL and Fiber related services for customers. Installed xDSL and Fiber internet connections. Performed wiring installations, including installing keystone jacks and ethernet cabling. Installed and monitored corporate antivirus solutions.

Kitchener, Ontario

Performed domain registrar activity, including registering, renewing, and transferring domain registrations, updating and maintaining DNS entries (such as A, MX, and CNAME records). Provided technical support for networking and Internet connectivity related issues for corporate customers. Maintained relationships between the customers, our Systems.

Kitchener, Ontario

Quickly became the single escalation point to the technical help desk for Ontario's largest independent Internet Service Provider (ISP). Performed in house and onsite computer repair services for hardware and software related issues on both PC and Apple computers. Built and sold home and corporate PC's and components.