Andrew B. Root
Lebanon,Ohio
Summary
Experienced IT professional with 18+ years of expertise in hardware, software, and networking support and troubleshooting. Proficient in cyber security standards and practices, with a strong grasp of IT applications, software concepts, principles, methods, and best practices. Recognized for outstanding customer service, adept at quickly resolving issues for customer satisfaction. Dedicated team player with keen attention to detail, strong communication skills, and a commitment to delivering high-quality service.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
ACCENTURE FEDERAL SERVICES, XDR
02.2024 - Current
- Acts as a liaison between customer and internal teams.
- Cultivates strong customer relationships through consistent communication regarding XDR systems, data onboarding, and operational readiness.
- Inform customers of all pertinent system updates and changes.
- Organizes and attends collaborative meetings between customers and engineering personnel.
- Creates work tickets in Jira tracking system to track customer requests through to completion.
Security Analyst
ACCENTURE FEDERAL SERVICES. CONTRACTED TO THE DEPARTMENT OF ENERGY
05.2020 - 11.2023
- Serves as an analyst in the detection of malicious activity to prevent, detect, contain, and eradicate intrusions and intrusion attempts.
- Conducts analyses of system logs, forensic results, vulnerability assessments and penetration tests. Provides recommendations and develop implementation plans to correct or mitigate analysis findings.
- Proactively identifies and investigates instances of security concern. Prepares summary reports and present briefings on identified security concerns.
- Conducts internal cyber security assessments in accordance with the System Security Plan requirements and schedule.
- Provides support to IRM staff and contractors to prepare for scheduled/periodic EM cyber security assessments of the information systems boundaries assigned.
- Provides support in areas of cyber security for the logical design and development of Information Technology systems and provide analysis of existing Information Technology systems in areas of cyber security.
- Provides support to the IRM operation contractor in areas of cyber security for the operation of desktop computers and typical desktop business applications, including installation and configuration of desktop and server-based security software, continuous monitoring (CM) software, and security hardware firewalls and appliances.
- Develops and maintains an inventory of desktop and server software installed in the GSS.
- Prepares and issues JC3 Cyber Incident Reports and updates. Develops and maintains an online log of issued JC3 Incident Reports. Maintain an electronic record of all JC3 reports and associated inter-office correspondence.
Security Analyst
EDGEWATER FEDERAL SOLUTIONS. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2018 - 05.2020
- Serves as an analyst in the detection of malicious activity to prevent, detect, contain, and eradicate intrusions and intrusion attempts.
- Conducts analyses of system logs, forensic results, vulnerability assessments and penetration tests. Provides recommendations and develop implementation plans to correct or mitigate analysis findings.
- Proactively identifies and investigates instances of security concern. Prepares summary reports and present briefings on identified security concerns.
- Conducts internal cyber security assessments in accordance with the System Security Plan requirements and schedule.
- Provides support to IRM staff and contractors to prepare for scheduled/periodic EM cyber security assessments of the information systems boundaries assigned.
- Provides support in areas of cyber security for the logical design and development of Information Technology systems and provide analysis of existing Information Technology systems in areas of cyber security.
- Provides support to the IRM operation contractor in areas of cyber security for the operation of desktop computers and typical desktop business applications, including installation and configuration of desktop and server-based security software, continuous monitoring (CM) software, and security hardware firewalls and appliances.
- Develops and maintains an inventory of desktop and server software installed in the GSS.
- Prepares and issues JC3 Cyber Incident Reports and updates. Develops and maintains an online log of issued JC3 Incident Reports. Maintain an electronic record of all JC3 reports and associated inter-office correspondence.
Security Analyst
E-MANAGEMENT. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2017 - 06.2018
- Serves as an analyst in the detection of malicious activity to prevent, detect, contain, and eradicate intrusions and intrusion attempts.
- Conducts analyses of system logs, forensic results, vulnerability assessments and penetration tests. Provides recommendations and develop implementation plans to correct or mitigate analysis findings.
- Proactively identifies and investigates instances of security concern. Prepares summary reports and present briefings on identified security concerns.
- Conducts internal cyber security assessments in accordance with the System Security Plan requirements and schedule.
- Provides support to IRM staff and contractors to prepare for scheduled/periodic EM cyber security assessments of the information systems boundaries assigned.
- Provides support in areas of cyber security for the logical design and development of Information Technology systems and provide analysis of existing Information Technology systems in areas of cyber security.
- Provides support to the IRM operation contractor in areas of cyber security for the operation of desktop computers and typical desktop business applications, including installation and configuration of desktop and server-based security software, continuous monitoring (CM) software, and security hardware firewalls and appliances.
- Develops and maintains an inventory of desktop and server software installed in the GSS.
- Prepares and issues JC3 Cyber Incident Reports and updates. Develops and maintains an online log of issued JC3 Incident Reports. Maintain an electronic record of all JC3 reports and associated inter-office correspondence.
Sr IT Helpdesk
ARDENT TECHNOLOGIES. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2016 - 07.2017
- Independently administers users, computers, groups, and security functions in Microsoft Windows Active Directory
- Performs server software and/or hardware maintenance and upgrade tasks under the direction of the Systems/Network Administrators.
- Manages mobile devices through a central administration console/server including the use of PKI encryption.
- Participates in IRM weekly team meetings and/or other meetings as directed.
- Complies with the IRM Privileged Rules of Behavior (PRoB) including the guidance in the standard RoB relative to both standard and elevated user access rights standards.
- Completes EMCBC training and briefings as directed.
Senior IT Analyst
E-MANAGEMENT. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2014 - 07.2016
- Resolves IT-related problems by conferring with clients, performing research, evaluating procedures, testing and then implementing solutions.
- Enters, assigns and tracks service requests in an online help desk/project management tracking system.
- Provides technical support and solves the more advanced routine user hardware and software problems.
- Develops, documents and revises system procedures, tests procedures, and quality standards.
- Has setup multiple Microsoft Server 2012 servers.
- Responsible for patching and installing updates to the organization’s servers.
- Assists with new hardware rollout for users.
- Conducts periodic software audits.
- Responsible for organization’s mobile communication devices
Senior Help Desk Service Specialist
PEERLESS TECHNOLOGIES CORP. CONTRACTED TO THE DEPARTMENT OF ENERGY
10.2011 - 07.2014
- Resolves users’ software and hardware issues.
- Creates network accounts for users.
- Responsible for installing, upgrading and configuring software.
- Responsible for patching and installing updates to the organization’s servers.
- Responsible for organization’s mobile communication devices.
Help Desk Service Specialist
1 SOURCE CONSULTING CONTRACTED TO THE DEPARTMENT OF ENERGY
05.2011 - 10.2011
- Resolves users’ software and hardware issues.
- Creates network accounts for users.
- Maintains the organization’s website.
- Responsible for organization’s mobile communication devices.
Education
Bachelor of Science - Information Technology
Franklin University
Columbus, OhioAssociate of Arts - Natural Science
Miami University
Oxford, OhioSkills
- Knowledge of Microsoft and Linux operating systems
- Knowledge of software applications such as Microsoft Office Suite
- Knowledge of hardware (Desktops, Laptops, Servers)
- Experience with Tenable Security Center and KnowBe4 security awareness and simulated phishing program
- Working knowledge of CrowdStrike, Carbon Black, ForeScout and Invicti systems
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
Military Service
- OHIO ARMY NATIONAL GUARD 1487th Transportation Company, Eaton, Ohio August 2000 –August 2006 Motor Transport Operator
- Operated and maintained 915A1 semi tractors and trailers.
- Was deployed in support of Operation Iraqi Freedom II from January 2004 until March 2005.
- U.S. ARMY, Fort Irwin, California, C Troop, 1-1 Squadron, 11th Armored Cavalry Regiment November 1997 - August 2000 Armored Crewmember and Commander's Driver
- Participated in mock battles to train brigade sized elements in desert warfare.
- While as Commander’s Driver was responsible for thousands of dollars of military equipment.
- U.S. ARMY, Fort Knox, Kentucky, August 1997- November 1997
- Attended One Station Unit Training to become an Armored Crewmember on an M1A1 Abrams Tank.
Timeline
Customer Success Manager
ACCENTURE FEDERAL SERVICES, XDR
02.2024 - Current
Security Analyst
ACCENTURE FEDERAL SERVICES. CONTRACTED TO THE DEPARTMENT OF ENERGY
05.2020 - 11.2023
Security Analyst
EDGEWATER FEDERAL SOLUTIONS. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2018 - 05.2020
Security Analyst
E-MANAGEMENT. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2017 - 06.2018
Sr IT Helpdesk
ARDENT TECHNOLOGIES. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2016 - 07.2017
Senior IT Analyst
E-MANAGEMENT. CONTRACTED TO THE DEPARTMENT OF ENERGY
07.2014 - 07.2016
Senior Help Desk Service Specialist
PEERLESS TECHNOLOGIES CORP. CONTRACTED TO THE DEPARTMENT OF ENERGY
10.2011 - 07.2014
Help Desk Service Specialist
1 SOURCE CONSULTING CONTRACTED TO THE DEPARTMENT OF ENERGY
05.2011 - 10.2011
Associate of Arts - Natural Science
Miami University
Bachelor of Science - Information Technology
Franklin University
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