Jackson Wright Email & Phone Number

Carrboro, Nc, Us

Raleigh-Durham-Chapel Hill Area

- Lead of team supporting account provisioning/maintenance (via API and SFTP) and access (i.e.: OAuth/SAML SSO, LMS/LTI) for school and district sized customers- Utilize SQL to troubleshoot customer data, build custom reports, and investigate bugs/issues- Assist with identifying integration-related needs/requests as well as piloting newly supported features/development, including front-end QA testing- Key advisor of management in regards to intra- and inter-team coordination, strategic planning, etc. to ensure the Integration Support team maintained a high standard of performance, met necessary goals, and ultimately achieved success- Work closely with Product Management and Engineering teams to effectively communicate the impact and priority of bugs, issues, and new releases (i.e.: planning roadmaps for both internal and customer-facing releases/new features, reporting/tracking bugs in Jira, etc.)- Support internal reps with escalated support tickets and VIP/strategic customers (working primarily out of Salesforce)- Create documentation/training to assist internal staff with better understanding products and issues in the integration space- Partner with Sales and Engineering teams to provide technical assistance with pre- and post-sale conversations throughout the evaluation, closure, and on-boarding processes

Raleigh-Durham-Chapel Hill Area

- Senior member of team supporting account provisioning/maintenance (via API and SFTP) and access (i.e.: OAuth/SAML SSO, LMS/LTI) for school and district sized customers- Utilize SQL to troubleshoot customer data, build custom reports, and investigate bugs/issues- Assist with identifying integration-related needs/requests as well as piloting newly supported features/development, including front-end QA testing- Work closely with Product Management and Engineering teams to effectively communicate the impact and priority of bugs, issues, and new releases (i.e.: planning roadmaps for both internal and customer-facing releases/new features, reporting/tracking bugs in Jira, etc.)- Support internal reps with escalated support tickets and VIP/strategic customers (working primarily out of Salesforce)- Create documentation/training to assist internal staff with better understanding products and issues in the integration space- Partner with Sales and Engineering teams to provide technical assistance with pre- and post-sale conversations throughout the evaluation, closure, and on-boarding processes

Raleigh-Durham, North Carolina Area

- Support account provisioning/maintenance (via API and SFTP) and access (i.e.: OAuth/SAML SSO, LMS/LTI) for school and district sized customers- Utilize SQL to troubleshoot customer data- Work closely with Product Management and Engineering teams to effectively communicate the impact and priority of bugs, issues, and new releases (i.e.: planning roadmaps for both internal and customer-facing releases/new features, reporting/tracking bugs in Jira, etc.)- Support internal representatives with escalated support tickets and VIP/strategic customers- Create documentation/training to assist internal staff with better understanding products and issues in the integration space- Partner with Sales and Engineering teams to provide technical assistance with pre- and post-sale conversations throughout the evaluation, closure, and on-boarding processes

Raleigh-Durham, North Carolina Area

- Function as a bridge between the Account Services team and the Customer Support Engineers- Serve as one of the primary representatives involved in the Autoroster onboarding process, including: the creation of customers’ Autoroster integrations, the analysis of their initial data transfers, and the transfer of their integrations to Customer Support Engineers for initial syncs- Following initial syncs, function as one of the primary points of contact for customers with questions or concerns regarding their Autoroster integrations- Provide consistent and timely customer support, via phone and email, to customers across the country who are in need of assistance in regards to their Autoroster integrations, during both the pre and post-sync periods- Troubleshoot data processing errors encountered by customers’ integrations during the syncing process- Provide consistent support to representatives of separate internal teams to ensure that the subscription purchasing process functions in alignment with a customers’ preexisting or desired Autoroster integration- Serve as the primary point of escalation for subscriptions in need of immediate Autoroster assistance, relaying customers’ needs, as discovered by the Account Services team, to fellow Autoroster Support team members and Customer Support Engineers

Raleigh-Durham, North Carolina Area

- Served as the rostering point of contact for all subscriptions with greater than 300 students, across 11 states- Managed the rosters for subscriptions up to 11,500 students in size, and worth up to $146,000- Provided customer support via email and phone to customers in need of assistance with the rostering process- Facilitated timely and successful customer support in both proactive and reactive scenarios- Ensured the presence of a productive and fluid line of communication between representatives in separate internal departments, ensuring that the customer experience remained positive throughout

Raleigh-Durham, North Carolina Area

- Assisted Account Services with their day-to-day operations, such as adding logos and managing subscriptions’ First Day of School settings

Raleigh-Durham, North Carolina Area

- Reader/Evaluator of student responses to nationally recognized high-stakes standardized assessments

Kenan Memorial Stadium, University Of North Carolina At Chapel Hill

- Install and Takedown were large-scale manual labor operations which occurred prior to and after the football season, respectively- Booth Management occurred while the football season was ongoing and was a customer service oriented task

Durham, Nc

- Student teaching intern for Mr. Laurence Isaacs’ 6th grade Social Studies class- Part-time (twice a week) in the fall and full-time in the spring

Master Of Arts - Ma, Teaching

- Master of Arts in Teaching with a concentration in Middle Grades Social Studies

Bachelor Of Arts - Ba, History

- Bachelor of Arts in History with a concentration in United States History and U.S.-Latin American Relations

Bachelor Of Arts - Ba, Latin American Studies

- Bachelor of Arts in Latin American Studies with a concentration in the Humanities, specifically History

Minor, Geography

- Minor in the field of Geography with a focus on Cultural Geography and Global Development