Overview
Work History
Education
Skills
Timeline
Generic

Jackson Campbell

Charlotte,NC

Overview

5
5
years of professional experience

Work History

Sr. Tech Support Support Engineer

Microsoft
Charlotte, NC
07.2021 - Current
  • Diagnose and resolve highly complex technical issues across Microsoft Defender for Cloud Apps, Microsoft Defender for Endpoint, Microsoft Defender for Identity, and Microsoft Entra (Azure Active Directory), serving as the primary escalation point for engineers and leveraging advanced troubleshooting techniques (e.g., debugging).
  • Take ownership of critical customer escalations, ensuring timely and effective resolution in reactive support scenarios.
  • Identify and manage blockers or critical issues that require senior leadership intervention to drive resolution.
  • Collaborate with product teams for each security solution, providing feedback and insights to enhance functionality and user experience.
  • Work closely with account teams to drive the successful closure of high-priority, long-running cases.
  • Provide Service Health Metrics Reports, proactively highlighting risks and areas for improvement across Microsoft security solutions.
  • Proactively monitor and manage high-risk cases, removing potential blockers to enhance customer satisfaction.
  • Lead initiatives to enhance the overall support experience, driving continuous improvement programs.
Microsoft Security Solutions that I worked on:
  • Microsoft Defender for Cloud Apps – A cloud access security broker (CASB) that provides visibility and control over cloud applications and services.
  • Microsoft Defender for Endpoint – An advanced endpoint protection platform that detects, investigates, and responds to security threats.
  • Microsoft Defender for Identity – A security solution that helps detect identity-based threats using Active Directory signals.
  • Microsoft Entra (Azure Active Directory) – A cloud-based identity and access management service that provides secure authentication and conditional access controls.

Cyber Systems Operator

United States Air Force
Charlotte, NC
11.2019 - 11.2023
  • Created and maintained users accounts in Active Directory and other authentication systems.
  • Monitored network traffic to detect any suspicious activities or security breaches.
  • Analyzed system logs to identify potential issues or threats to the network infrastructure.
  • Tested and evaluated new technology to determine its suitability for use in the organization's cyber environment.
  • Spearheaded server infrastructure development, quality control, staging, and production operations.
  • Provided technical support for system hardware and software, ensuring optimal performance of computer systems.

Education

Bachelor of Science - Business-Psychology

Appalachian State University
Boone, NC
12-2017

Security + -

United States Air Force

Skills

  • Troubleshooting and Diagnostics
  • Remote assistance
  • Server maintenance
  • Technical support
  • Technical documentation
  • User support
  • System administration
  • Web security
  • Operating systems
  • Hardware support
  • Incident management

Timeline

Sr. Tech Support Support Engineer

Microsoft
07.2021 - Current

Cyber Systems Operator

United States Air Force
11.2019 - 11.2023

Bachelor of Science - Business-Psychology

Appalachian State University

Security + -

United States Air Force

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Jackson Campbell