Curtis Jackson Email and Phone Number
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I am a results-driven customer support and technical operations leader with over ten years of experience managing high-performing teams and optimizing support processes. I excel at building and leading multinational teams, ensuring smooth communication with cross-functional collaboration, and driving exceptional customer experiences. I have a proven track record in reducing ticket handling times, improving customer satisfaction, and implementing strategic initiatives to drive business value and achieve KPIs/OKRs.My expertise spans CRM (Salesforce), Ticketing Systems (Zendesk, ConnectWise), and ITSM Framework (ITIL), complemented by proficiency in knowledge management tools such as Zendesk Guide, Atlassian Confluence, Docebo, and Sharepoint.Key Achievements:- Managed a diverse team of ten at Corsica Technologies, restructuring the service desk from client-specific pods to ITSM-based Incident and Request teams, streamlining operations for all clients while maintaining a 98%+ CSAT score.- Expanded ZeroFox's customer support team from three to fourteen agents across two continents, enabling 24/7 coverage and reducing ticket processing times by 60%.- Launched and managed a 24x7 support desk at LookingGlass Cyber Solutions, supporting 900+ international customers and reducing critical response time by 50%. My current focus is AI and its increased usage as a Customer Support tool (not a replacement).When I'm not working, you can find me running along the Augusta Canal Trail, where some of my best ideas come to life. Let's connect for a virtual coffee to discuss how my customer-facing experience and project management skills can add value to your team.Feel free to connect or contact me directly at curtisalanjackson@gmail.com. And if you know an online whole-bean Ethiopian Harrar coffee distributor, let me know—I'd love to chat!Skills: Salesforce, Zendesk, Knowledge Management, Team Building, Continuous Improvement, OKRs, KPIs, SLAs, Requirements Analysis, Operations Management, Leadership, Strategic Planning, Incident Management, Cross-Functional Collaboration and Coordination#CustomerSuccess #CustomerSupport #TeamLeadership
Premier Networx
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Premier NetworxAugusta, Ga, Us
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Tax Operations ManagerJda Tsg Nov 2024 - PresentNew York, New York, UsJDA TSG is a business process outsourcing consultancy that builds and deploys skilled teams to help companies upgrade processes, deliver innovation, and gain competitive advantage across various industries- Leads a high-performance customer service team supporting a major tax preparation software company, driving operational excellence and customer satisfaction.- Provides dynamic leadership to a 30-person team of tax experts, utilizing multi-channel communication methods including video, phone, and chat to inspire and motivate the achievement of program goals.- Conducts regular monitoring and evaluation of team members to identify areas for improvement and provide targeted mentoring and coaching.- Assesses and updates strategies to meet critical SLAs and KPIs, including Net Promoter Scores, Quality of Service, average handle time, and case documentation.- Identifies and implements enhancements at both individual and team levels to optimize process efficiency.- Executes policy updates through structured training and change control processes.- Addresses and resolves high-priority customer concerns promptly and professionally.- Coordinates customer callbacks and escalations as needed to ensure timely resolution.- Guides new team members through onboarding processes, ensuring achievement of key milestones. -
Customer Support ManagerOpen To Work May 2024 - Oct 2024- Completed US Road Running Club 10K Race; Exceeded goal by over 5 minutes! (That was practically a minute per mile!)- Completed Runner's World Summer Running Streak; Ran each day from Memorial Day to Independence Day (37 continuous days!)- Completed Google Project Management Professional Certificate via Coursera
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Service Desk Manager At Corsica TechnologiesCorsica Technologies Nov 2023 - Apr 2024Fort Wayne, Indiana, UsAs a Regional Service Manager, I managed the service support for each of the regional support teams, including pods, to ensure that quality standards and requirements were met internally and externally regarding agreements with clients of all levels. I built trust with our employees and clients by ensuring the Service Desk team executed at the highest levels of operational excellence, thereby exceeding client expectations. Additionally, I helped maximize operational efficiency by identifying the root cause of issues, creating documentation for critical processes and other initiatives, prioritizing team efforts, properly aligning tasks to resources, leveraging the features within the PSA, enforcing procedures, and identifying anomalies. -
Customer Support Manager | Customer Service, Customer Experience, Team Building, And CommunicationZerofox Oct 2020 - Jul 2023Baltimore, Md, UsZeroFox provides external threat intelligence and digital risk protection using AI-powered analysis.- Orchestrated the expansion of the customer support team from three to fourteen agents across two continents, enabling 24/7 coverage and enhancing customer satisfaction; generated a 60% reduction in ticket processing times and improved overall operational efficiency- Led the charge in cultivating a customer-focused service culture centered on delivering exceptional experiences, anticipating needs, and providing timely solutions; achieving outstanding customer satisfaction scores of 90%+ for two consecutive years- Executed the strategic initiative to establish an internal and customer-facing Knowledge Base on Zendesk Guide, achieving 1K+ monthly views to essential process documentation and product feature information, optimizing operational effectiveness and customer engagement- Developed and implemented Key Performance Indicators (KPIs) to capture and measure ticket workflow performance, resulting in an impressive 5-point increase in Customer Satisfaction (CSAT) scores and driving valuable insights for Trend and Root Cause Analysis -
Support Desk Manager | Customer Service, Customer Satisfaction, Team Leadership, And CommunicationLookingglass Cyber Solutions, Inc. Sep 2018 - Oct 2020Reston, Va, UsLookingGlass provided External Cybersecurity, Brand/Domain Protection, and Threat intelligence to clients.- Implemented a new 24x7 LookingGlass Support Desk that generated technical support to 900+ international customers based on the Salesforce Service Desk; reduced response time to critical issues by 50%- Trained the Tier 1 Support Desk to provide critical customer interface to the LookingGlass product line to include Threat Intelligence feeds and Threat Intelligence-As-A-Service offerings ahead of schedule- Expedited creation of a comprehensive support structure for a $15M government contract, serving 3K+ users globally, within 24 hours of contract win; established 100% customer satisfaction and seamless onboarding experience- Ensured world-class customer support through coordination of internal and external client requests via Salesforce CRM, tracking the progress of all open cases to successful completion by appropriate individuals and organizations based on established guidelines and procedures -
Support Desk Team Lead | Customer Satisfaction, Team LeadershipLookingglass Cyber Solutions, Inc. Dec 2017 - Sep 2018Reston, Va, UsLookingGlass provided External Cybersecurity, Brand/Domain Protection, and Threat intelligence to clients.- Managed Tier-1 support function for LookingGlass Threat Mitigation and Threat Intelligence Portal products, providing process and compliance guidance. - Coordinated internal and external client requests via Salesforce CRM- Generated reports for tracking management KPIs. - Utilized internal threat feeds, portals, and tools to identify cyber threat incidents.
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Senior Cyber Security Analyst | Time Management, Communication, And TroubleshootingLookingglass Cyber Solutions, Inc. Jul 2017 - Dec 2017Reston, Va, UsLookingGlass provided External Cybersecurity, Brand/Domain Protection, and Threat intelligence to clients.- Provided Response Services for LookingGlass Threat Intelligence Services in 24x7 Cyber Security Center (CSC). - Guided fellow CSC analysts in Response Operations job tasks to monitor open source Internet and application storefronts for rogue applications, data leaks, phishing, online impersonation activities, copyright infringement and trademark violations. - Ensured service level agreements contractually provided by Looking Glass Response Services were met. - Guided and assisted analysts in researching current phishing methodologies and techniques to include web kit deployment, spam, and malware distribution and associated activities related to identity theft, social engineering and online fraud, scams, and threats. - Employed LookingGlass proprietary technology to identify relevant intelligence and new sources of valuable data.
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Manager, Cyber Security Center | Team Leadership, Operations ManagementLookingglass Cyber Solutions, Inc. Jun 2015 - Jul 2017Reston, Va, UsLookingGlass provided External Cybersecurity, Brand/Domain Protection, and Threat intelligence to clients.- Formulated technical and managerial guidance for 24x7 Cyber Security Center (CSC) staffed by over sixty analysts supporting LookingGlass Threat Intelligence Services via Response Services- Achieved service level agreements of 100% with process updates that decreased processing time 20 percent while ensuring quality and consistency in customer communications- Coached analysts in researching current phishing methodologies and techniques and associated activities related to identity theft, social engineering, online fraud, scams, and threats: 50% increase in accuracy
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Supervisor, Security Operations CenterCyveillance May 2013 - Jun 2015Reston, Va, Us- Instructed personnel in the 24x7 Security Operations Center in task performance to verify, respond, and report on incidents involving brand and copyright infringement, trademark violations, phishing and malware attacks and online impersonation activities- Refined advanced threat intelligence tools and techniques to find patterns and trends in phishing attacks, enabling the identification of emerging threats and the implementation of preemptive security measures -
Associate Technical AnalystCyveillance May 2012 - May 2013Reston, Va, Us- Performed incident response services to verify attacks via proprietary procedures and tools to mitigate or eliminate detected online threats involving brand and copyright infringement, trademark violations, phishing, and malware attacks, and online impersonation activities.- Co-ordinated in the tracking of unresolved cases to ensure their successful completion or escalation to the appropriate individuals or organizations based on established guidelines and procedures.
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RetirementCareer Break Oct 2011 - May 2012Enjoyed some time off after 22 years of service in the U.S. Air Force. Then started the second phase of my work career.
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Infrastructure Operations Manager | It Operations And ManagementDefense Intelligence Agency Sep 2008 - Sep 2011Washington, D.C., UsDefense Intelligence Agency provides information gathering, data analysis, and dissemination of intelligence information to the US government and armed forces.Managed a 23-person military and contractor team, providing IT Service to 1000+ intelligence leaders and personnel at headquarters and remote sites. - Led Defense Intelligence Agency migration to new US Southern Command headquarters. Organized security, personnel, and logistic aspects of a 69-member team move; coordinated IT Facilities Management of systems supporting 1,200+ users.- Coordinated creation of new SCIF at Bagram Air Field, Afghanistan, increasing available workspace by 16 positions to meet increasing mission and personnel requirements. -
Sustainment Engineering Solutions Portfolio Manager | Baseline Applications And Unique RequestsNational Reconnaissance Office Mar 2003 - Sep 2008National Reconnaissance Office designs, builds, launches, and maintains space-based assets and ground systems to support the US government and armed forces.Coordinated with an 80+ member contractor team to support software and hardware enterprise engineering efforts for 16,000+ worldwide workstations, focusing on security-related patches and updates.- Developed and executed a $45M multi-year effort on schedule for the Secret Collateral MIS Program Office, creating the first enterprise-level Secret Internet Protocol Service Asset for the NRO.- Implemented an updated Process to allow security updates to be deployed in 21 days versus three months for 16,000+ workstations by developing a new program for Information Assurance Vulnerability Alerts to meet stringent United States Cyber Command requirements.
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Information Systems Manager | It Service Delivery, Itil Problem ManagementNational Reconnaissance Office Jul 1999 - Mar 2003Managed a 59-member contractor team supporting 5,000 customers, 4,500 workstations, and 43 servers with Tier 2 System Administration, Hardware Maintenance, Help Desk, and Application Training. - National Reconnaissance Office (NRO) Communications Directorate representative for Congressionally-mandated PricewaterhouseCoopers financial audits from 2003 to 2008. Achieved 100% compliance with industry standards each year. - Prevented $4M loss by relocating 36 person help desk to underutilized internal office space. Maintained 100% mission support while maximizing physical resources.
Curtis Jackson Skills
Curtis Jackson Education Details
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Northern Virginia Community CollegeInformation Technology
Frequently Asked Questions about Curtis Jackson
What company does Curtis Jackson work for?
Curtis Jackson works for Premier Networx
What is Curtis Jackson's role at the current company?
Curtis Jackson's current role is Customer Support Manager for Tech SaaS | AI & Knowledge Base Integration | Process Optimization | Data-Driven Decision Making.
What is Curtis Jackson's email address?
Curtis Jackson's email address is cu****@****ail.com
What is Curtis Jackson's direct phone number?
Curtis Jackson's direct phone number is +170388*****
What schools did Curtis Jackson attend?
Curtis Jackson attended Northern Virginia Community College.
What skills is Curtis Jackson known for?
Curtis Jackson has skills like Security, Information Assurance, Leadership, Program Management, Integration, Computer Security, Military, Process Improvement, Information Technology, Requirements Analysis, Analysis, Intelligence.
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