Jackson Do Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Remote

• Drove 92% Customer Satisfaction by efficiently resolving complex issues with a deep tech toolkit (curl, Postman, browser dev tools).• Unraveled complex issues as an API Debugging Expert, Database Detective, and Web Browser Wizard (expertise in Mezmo, Bugsnag, ScoutAPM,Metabase).• Championed Collaborative Problem-Solving: Facilitated swift resolutions by asking customers and teammates insightful questions.• Achieved a 97% Resolution Rate by optimizing issue tracking, significantly improving team productivity.• Empowered Knowledge Transfer (25% Faster Resolution): Documented solutions and procedures (Confluence) to streamline knowledge sharing.• Automated 40% of Weekly Tasks: Created scripts that saved the team 40% of their weekly work hours.• Managed Multiple Cases Efficiently: Handled multiple open cases seamlessly, ensuring smooth handoffs to Tier 3 engineers.• Optimized Workflow for Efficiency (30% Faster Resolution, 25% Higher Satisfaction): Implemented a revised Kanban board within our Jiraticketing system, resulting in a 30% reduction in issue resolution time and a 25% increase in customer satisfaction.

Remote

• Championed World-Class Support: Maintained a swift turnaround with a response time of under 6 hours, resolving complex technical issues forleading SaaS companies and enhancing end-user satisfaction through meticulous diagnostics.• Resolved Complex Inquiries (800+ Tickets/Month): Effectively diagnosed and resolved technical issues for issuers and recipients, including APIrequests, bug escalations, and 3rd-party integrations, maintaining a high user satisfaction rate.• Optimized Documentation: Enhanced internal procedures and developed user-friendly guides, leading to a 15% reduction in user onboarding time.• Proactive Communicator: Fostered transparency and synchronized operations by maintaining clear communication across all departments and withAccredible users.• Technical Expertise: Utilized proficiency in Hubspot, Postman, Sendgrid, LogDNA, etc., to manage integrations, troubleshoot issues, and draftreports.• Boosted Team Productivity: As a proud member of the Accredible Happiness Crew, I actively collaborated with Google Cloud, Skillsoft, McGraw-Hill,and other renowned partners, contributing to a positive and productive team environment.

Remote

• Reduced Daily Ticket Volume by 20-30% during Goldbelly's peak holiday season (1,000+ daily tickets) through efficient issue resolution.• Boosted Customer Satisfaction by 30% Over 6 Months by consistently delivering exceptional service with a 95% resolution rate within 24 hours.• Leveraged Zendesk & Salesforce CRM to effectively manage high ticket volume, collaborate seamlessly across platforms (Slack, Social Media) withteammates, and de-escalate customer concerns with professionalism.• Multitasking & Problem-Solving Expert: Resolved 150-200 daily tickets while adhering to company protocols, consistently exceeding customerexpectations.• Collaborative & Effective Communicator: Utilized various communication channels (Slack, Social Media) to collaborate with teammates and ensuretimely ticket resolution.• Efficient Issue Escalation: Identified and escalated complex issues (reshipments, billing, technical) to the Loop Support Resolution Team for furtheraction.

Lackland Afb, Tx

∙Monitoring & restricting access to controlled areas via Alarm Control Panel; enforcing Integrated Defense measures of Air Force’s Priority Level 2 resources∙Investigated larceny cases resulted in recovering over $1200 in stolen merchandise with a 100% conviction rate∙Performed Armory Assistant duties; controlling $5.5M in weapons/equipment/ammo with 100% accountability with no discrepancy∙Controlled entry/exit of 45K vehicles/personnel & 15K visitors monthly at JBSA Lackland including 2 annexes; mitigating all security threats to maintain peace & order∙Responded to and investigated unannounced alarm activations, incidents, criminal offenses, and traffic mishaps/accidents; resulting in 100% de-escalation

Lackland Afb, Tx

∙Provided confinement/rehabilitation for 20+ pretrial court-martialed military inmates; supporting the largest Joint Base in the Department of Defense∙Trained 10+ personnel on escort procedures allowing for 10 successful escort missions while maintaining the safety of 54K base personnel∙Preserved order and security integrity with 24/7 monitoring & conducted inspections/headcounts; maintaining 100% accountability at all times∙Processed controlled medication for 20+ inmates & maintained current information and official files daily

Cybersecurity And Information Assurance, Information Technology

After my first enlistment in the U.S. Air Force, my interest and motivation led me to pursue a degree in Cybersecurity; a fundamental.

Associate'S Degree, Criminal Justice

Obtained all credit hours and requirements to received an associate degree in criminal justice to solidify my knowledge in the current.

Psychology

Pursuing Psychology with an Acting minor. Shortly after, I have temporarily suspended my college education to enlist in the Armed Forces.

Diploma

Activities and Societies: Key Club, UNICEF, Habitat for Humanity, Relay for Life, Varsity FootballAccomplished all high school curriculum.