Jaylen Jackson

Jaylen Jackson began their career in 2017 as an Information Technology Associate at Hilton Atlanta Airport, where they were responsible for diagnosing hardware for updates, maintaining the software and efficiency of the hardware, and documenting all issues while troubleshooting using a ticketing system. In 2019, they joined CoStar Group as a Technical Support Consultant, where they documented troubleshooting efforts and resolutions into company management application, worked in coordination with Customer Success Managers to expand customer adoption of the application, and reviewed, identified, diagnosed, and resolved clients' reported Tier 1-3 issues utilizing resources and technical expertise. Later that year, they were promoted to the role of Technical Business Analyst, where they exceeded over 900 closed cases with over a 90% SLA rating while assisting colleagues, applied knowledge of database management using SQL to query and gather data to resolve client cases, and demonstrated excellent problem-solving skills and critical thinking skills to resolve client cases. In 2021, Jaylen Jackson joined Urjanet as a Senior Business Analyst, where they drove the customer support life cycle, starting from analyzing the issues, finding the root cause, suggesting the solution, and following through to the resolution of the issue in a timely manner. Jaylen also understood business requirements and developed a plan to execute internal/external projects on time and within budget constraints, and developed, improved, and maintained processes surrounding customer acceptance of delivered Urjanet data.

Jaylen Jackson attended Georgia State University Perimeter College from 2013 to 2016, where they earned an Associate of Science (AS) degree in Computer Science. Jaylen then continued their education at Georgia State University, where they graduated with a Bachelor of Business Administration (BBA) degree in Computer Information Systems in 2019.