Jason White

About Jason White

Strategic and results-driven Program Manager with 7+ years of experience in escalation management, customer service, and cross-functional leadership in the tech and gaming industries. Proven success by reducing Tier 3 escalation volume by 97%, optimizing workflows, and delivering actionable business insights through tools like Power BI. I am skilled in incident management, training development, building support processes and collaborating across engineering, planning and operations teams with a reputation for empowering teams and solving complex, systemic issues. Technically proficient across platforms including Azure DevOps, Service Now, SAP, Zendesk, Jira, and more.Core Competencies:• Escalation & Incident Management• SLA Compliance & Risk Mitigation• Cross-Functional Team Leadership• Customer Experience Strategy• Business Intelligence & Data Reporting (Power BI)• Continuous Process Improvement & Root Cause Analysis• Training & Knowled Base Development• Technical Troubleshooting & Workflow OptimizationTechnical Skills:Tools & Platforms: Power BI, Azure DevOps, ServiceNow, SAP, Jira, Zendesk, Office 365, Visual Studio, G-Suite, Slack, SharePoint, Magento, Trello, Intercom, BrowserStack, SendGrid, Confluence, Dossier, Dynamics 365, ROBO, Console, Rave, ASD, CAP, ICM, Telegence, ClarifyOperating Systems: Windows, Xbox OS, iOS

Experience

1. Product Sustainment Analyst Operational Excellence Root Cause Analysis Continuous Improvement

   AT&T

   Mar 2026 — Present · Bothell, WA, US

   Supporting post-release product stability and operational excellence by partnering with cross-functional engineering, product, and business teams to investigate, triage, and resolve defects.Key focus areas include:• End-to-end defect triage and root cause analysis• Data-driven impact assessment and prioritization• Hands-on technical investigation across applications and environments• Clear communication of findings and recommendations to both technical and non-technical stakeholders• Contributing to process improvements, including AI-enabled solutions that drive efficiencyWorking at the intersection of business analysis and technical problem-solving in a fast-paced, high-impact environment.

Education

• Bellevue College

  Course Completion

• Newport High School

  Diploma

  1993 — 1997

Skills

• Able to Multi-Task
• Apple
• Call Centers
• Phone Skills
• Troubleshooting
• Problem Solving
• Lotus Notes
• Software Installation
• Pre-Sales
• Mobile Applications
• Windows
• Blackberry
• Windows Mobile
• Technical Support
• Palm Os
• Outlook
• Customer Service
• Android
• Sharepoint
• Testing
• Typing
• Quality Assurance
• Customer Relations