Jacob Gratton Email & Phone Number

Los Altos, California, Us

San Diego, California, Us

In my present job, I enhance business efficiency by determining and representing client demands as well as new product capabilities; contributing to product innovation. I ensure smooth workflow by offering technical assistance and advice on all facets of information security. Also, I use my hard skills in customer satisfaction, security advocacy, and customer relationship management (CRM) to enhance business efficiency, ensure smooth workflow, and attain customer satisfaction and retention.Some of my proudest achievements in my present job include: • Achieved growth objectives and met stakeholder expectations by developing long-term, trusted partnerships. • Maximized operational proficiency by analyzing system security designs as well as validating and verifying system security requirements definitions. • Drove optimal business performance by overseeing large enterprise accounts and guaranteeing customer satisfaction. • Identify, understand, and assess the Technical & Security Value of the customer and act on any risks uncovered. •Ensure internal communication is occurring in order to ensure all action items have traction.

Nashville, Tn, Us

During this tenure, I discovered perfect security defenses by conducting risk analysis. I maintained secure information by controlling access and assessing data file usage. I optimized business productivity by examining computer security policy violations and creating mitigation strategies. I determined vulnerabilities by conducting security audits. I identified needs of consumers and immediately served goods to encourage happy experience. I maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings. I arranged biweekly meetings with immediate coworkers to review communication gaps and counter disputes in number of different ways.My key achievements during this job include: • Improved products and services by investigating new business applications, concepts, and trends. • Created thorough onboarding procedure containing three training classes and three opportunities for shadowing experienced team members, resulting in decreasing onboarding time for new hires by 30% in quarter. • Minimized errors in summary reports by establishing checklists. • Finished work on schedule by formulating plans and sharing deadlines.

Remote, Us

In my role as a Senior Technical Support Engineer at CrowdStrike, I was responsible for ensuring the smooth running of operations by supporting the deployment of release patches and liaising with the software development team to resolve problems and defects found in recently published software. I used test scripts, in-depth questioning, and personal experience to analyze and assess user issues. I also encouraged better understanding by elaborating technical information in clear terms to non-technical individuals. I examined problems to determine troubleshooting strategies required for prompt correction.Some of my key accomplishments during this job include:- Optimized workflow by updating protocols for uniformity in support action and streamlining repair operations.- Attained customer satisfaction by resolving 40-45 tickets on a weekly basis while maintaining a customer satisfaction rate of 95%.- Augmented personal development by gaining Subject Matter Expertise in Detections and Sandbox Platform.- Promoted to Senior Technical Support Engineer.I am passionate about cybersecurity and helping my clients to protect their businesses from cyber threats. I am also a strong communicator and collaborator, and I am always looking for new ways to improve my skills and knowledge.

Remote, Us

• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.• Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution or escalation.• Identify and escalate priority issues that need immediate attention.• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

During this time period, I resolved hardware and software bugs by collaborating with sustaining engineering teams. I performed regular technical operation by using strong analytical, troubleshooting and problem-solving skills. I offered network support services for hardware, such as routers, hubs, bridges, and other devices. I created program for modification and integration to establish interoperability with software products from third parties.My key achievements during this job include: • Increased output by leading on-site training sessions for business users. • Met deadlines and requirements for all production work orders by employing robust strategies. • Promoted use of end-users for server, desktop, and IT infrastructure testing and problem analysis as well as provided customers with fundamental technical assistance for both current and previous software releases. • Installed 100% of physical hardware for all clients in 2019.

Los Angeles, California, Us

In this tenure, I oversaw maintenance of computers and peripheral equipment,researching/identifying problems, and providing appropriate solutions. I installed and updated new software throughout the organization. I evaluatedand reported complex customer complaints, issues, and grievances todesignated departments for prompt resolution.• Consistently met deadlines and requirements for all production workorders.

Master Of Science - Ms, Cybersecurity And Information Assurance

Bachelor Of Science - Bs, Computer And Information Systems Security/Information Assurance

Associate Of Science In Computer Science - Cyber Security, Computer Science - Cyber Security