Hi, I’m
Jacob Gratton
Kennewick,WA
Summary
Results-driven Technical Account Manager with passion for aligning security architecture, posture, and processes with security standards and business goals in mind. Highly security focused and thrive to ensure customer satisfaction with the product is over achieved. Utilizing extensive experience strengthening customer relationships and hands on experience with robust network defense strategies I am able to deliver a positive experience. Highly recognized for performance with Very Large Enterprise accounts and the ability to recover heated accounts.
Overview
7
years of professional experience
8
Certificate
Work History
Cybereason Inc.Remote (US), Washington
Technical Account Manager
11.2021 - Current
Job overview
- Conducted presentations to large groups at training events via Zoom.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Validated and verified system security requirements definitions and analyzed system security designs.
- Provided consultation and technical services on all aspects of information security.
- Manage very large enterprise accounts and ensure education and satisfaction in the product.
Conquest CyberRemote (US), Washington
Senior Security Analyst - SOC
05.2021 - 11.2021
Job overview
- Performed risk analyses to identify appropriate security countermeasures.
- Monitored use of data files and regulated access to protect secure information.
- Reviewed violations of computer security procedures and developed mitigation plans.
- Conducted security audits to identify vulnerabilities.
- Created plans and communicated deadlines to complete projects on time.
- Determined customer needs, assisted with selection and promptly served items to foster positive experience.
- Researched emerging industry trends, applications and concepts to enhance products and services.
- Provided safety reports and data analysis to building managers to inform security processes.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
CrowdStrike Inc.Kennewick, WA
Senior Technical Support Engineer
01.2019 - 01.2021
Job overview
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
BluZEBRA TechnologiesKennewick, WA
Junior Network Engineer / Help Desk Level 4
04.2018 - 12.2018
Job overview
- Worked with sustaining engineering teams to investigate and resolve software and hardware defects.
- Demonstrated strong analytical, troubleshooting and problem-solving skills.
- Ensured system functionality and backup for network related equipment.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Established compatibility with third party software products by developing program for modification and integration.
- Directed onsite training for business users to maximize productivity.
- Managed firewall, network monitoring and server monitoring both on- and off-site.
- Consistently met deadlines and requirements for all production work orders.
- Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
Education
Western Governors UniversitySalt Lake City, UT
Master of Science from Master of Science Cybersecurity And Information
01.2021
University Overview
- Information security and assurance
- Cybersecurity architecture and engineering
- Secure network design
- Cybersecurity management
- Secure software design
- Ethical hacking
- Forensics and network intrusion
- Member of Department of Defense Sword and Shield Honor Society
Western Governors UniversitySalt Lake City, UT
Bachelor of Science from Information Technology - Security Emphasis
05.2019
University Overview
- Network Engineering - Cisco
- Scripting and Programming
- Operating Systems - Linux
- Spreadsheets - Excel
- Device Security - CompTIA
- Customized Security - Cisco
Columbia Basin CollegePasco, WA
Associate of Science from Computer Science - Cyber Security
01.2018
University Overview
- Database Systems and Design
- Computer Ethics
- Sharepoint
- Computer Security
- Windows Server
- Network Infrastructure and Security
- Ethical Hacking and Cryptology
- Cyber Testing and Penetration
Skills
Industry Knowledge:
- Confluence
- Crowdstrike
- Cybereason
- Jira
- Salesforce
- Microsoft Azure Defender
- Microsoft Office Suite
Technical Skills:
- Remote Technical Support
- Virtualization
- Technical Issues Analysis
- Wireless/VPN Architecture
- Project Proposals
- Risk Mitigation Strategies
- Technical Training
- Health Checks
- Technical Consulting
- SIEM
- Cloud SAAS
Soft Skills:
- Customer Advocacy
- Compliance reviews
- Account Management
- Customer Service
- Excellent problem-solving abilities
- Organization and Documentation
Certification
- Computer Hacking Forensic Investigator Certification (CHFI) 2020-Current.
- Certified Ethical Hacker (CEH) 2019-Current.
- Cisco Certified Entry Network Technician (CCENT ICND1), Cisco, 2018-2022.
- Cisco 4011 Recognition (NSA and CNSS training standard)
- Security+ (SY0-401), CompTIA, 2018-2023.
- A+ Certification (901-902), CompTIA, 2017-2023.
- Network+ (N10-006), CompTIA, 2017-2023.
- Linux+ (103-104), CompTIA, 2018-Current.
- Linux System Administrator (LPIC-1), Linux Professional Institute, 2018-Current.
- CIW (1D0-61B) Site Development Associate, Certified Internet Web Professional, 2018-Current.
- Crowdstrike Bronze, Silver, and Gold certified.
Timeline
Technical Account Manager
Cybereason Inc.
11.2021 - Current
Senior Security Analyst - SOC
Conquest Cyber
05.2021 - 11.2021
Senior Technical Support Engineer
CrowdStrike Inc.
01.2019 - 01.2021
Junior Network Engineer / Help Desk Level 4
BluZEBRA Technologies
04.2018 - 12.2018
Western Governors University
Master of Science from Master of Science Cybersecurity And Information
Western Governors University
Bachelor of Science from Information Technology - Security Emphasis
Columbia Basin College
Associate of Science from Computer Science - Cyber Security
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