Jackson L. Hudson
Support Account Manager at NetApp
- Role
- Support Account Manager at NetApp
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Jackson L. Hudson
Jackson is a Support Account Manager at NetApp, sitting on the Customer Success team. He is responsible for account management, proactive/reactive support, upgrade advice, and education of NetApp customers. Jackson is a born and raised Raleigh resident whose favorite way to learn is to roll up his sleeves and learn by doing. He enjoys the ability to grow his passion for the ever-growing tech world, data analytics and customer success. He is a graduate of North Carolina State University with a Bachelors of Science degree in Industrial Engineering and minor in Business Administration. CliftonStrengths – Consistency, Achiever, Belief
Experience
Support Account Manager
May 2023 — Present · Raleigh-Durham-Chapel Hill, NC, US
NetApp is a cloud-led, data-centric software company• Served as customers single point of contact to oversee support cases and expedite issue resolution. Provided 24/7 personalized, proactive, and preventative professional services for NetApp customers aimed to reduce risks and optimize operational consistency to support customer success. • Conducted customer health check reports with customer management to help customers get the most out of their NetApp investment and reduce risk• Implemented process improvements to help reduce the impact of future incidents• Facilitated customer training on NetApp Tech Talks, webinars, and events• Directed 24/7 P1 case management and escalation assistance• Provided priority 2 - 4 case escalations management• Led technical root case analysis creation and post-mortems• Reduced disruptions and risk by providing upgrade advice• Trained customers on NetApp\'s support process and tools• Tracked case trends and drove case resolution time down• Advised customers on NetApp best practices
Education
North Carolina State University
Bachelor’s Degree, B.S Industrial & Systems Engineering, Minor in Business Administration
Skills
- Team Leadership
- Industrial Engineering
- Time Management
- Leadership
- Customer Service
- Continuous Improvement
- Microsoft Office
- Teamwork
- Public Speaking
- Process Improvement
- Lean Process Improvement
- Event Management
- Event Planning
- Nonprofits
- Six Sigma
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