Eric James Email & Phone Number

Kansas City, MO, US

Kansas City, Missouri, United States

• Oversaw the Security Operations Center, ensuring the delivery of expected service levels to clients, users, and colleagues.
• Led the Incident Response and Vulnerability Management teams, aligning with enterprise goals and industry standards for service availability and efficiency.
• Coached junior and senior-level security specialists
• Improved Incident Response and Vulnerability Management programs through process review and strategic planning.
• Acted as primary liaison with 3rd party vendors, building and maintaining relationships, reviewing and tracking contracts and renewals, and providing feedback for service improvement, quality, and processes.
• Established 24/7/365 processes and procedures to decrease dwell time.

Leawood, Kansas, United States

• Co-managed 40+ engineers in 24/7/365 technical support and device management for multiple product lines, creating a goal-driven culture for direct reports and team.
• Maintained SLAs and CSAT, resolved conflicts, and participated in client calls and QBRs.
• Improved CSAT for multiple red clients within weeks.
• Fostered cross-functional collaboration with other managed services teams and managers.
• Collaborated with Sales and Professional Services teams on customer success plans.
• Delivered high-quality and predictable service, applying suitable leadership style per individual.

Leawood, Kansas, United States

• Associate Threat Analyst(Tier 1-2) from 2018-2020 – promoted in January 2021
• Used customer data and tools to analyze security and correlated events at government and enterprise level.
• Worked with Analysts and Architects to service customers and cross-train.
• Documented and reported potential security incidents from SIEM systems.
• Coordinated urgent response, containment, and remediation for security events in client SIEMs, including LogRhythm, Splunk, QRadar, Carbon Black, and SolarWinds.
• Analyzed various security enforcement technologies, including SIEM, anti-virus, content filtering/reporting, malware prevention, firewalls, intrusion detection systems, web application firewalls, messaging security.

Leawood, Kansas, United States

• Associate Threat Analyst from 2018-2020 – promoted in January 2021
• Used customer data and tools to analyze security and correlated events at the government and enterprise levels.
• Worked with Analysts and Architects to service customers and cross-train.
• Documented and reported potential security incidents from SIEM systems.
• Coordinated urgent response, containment, and remediation for security events in client SIEMs, including LogRhythm, Splunk, QRadar, Carbon Black, and SolarWinds.
• Analyzed various security enforcement technologies, including SIEM, anti-virus, content filtering/reporting, malware prevention, firewalls, intrusion detection systems, web application firewalls, messaging security.

Leawood, KS

• SOC Technician (Tier 1-2) from 2015 – 2017 – Promoted in April 2016
• Troubleshot Palo Alto, Check Point, and Juniper devices with clients via screensharing.
• Hosted conference calls between vendors and clients, third parties, and client managers to find root cause and correct.
• Triage incoming client issues for other vendors and notate in the ticketing system.
• Document actions in ticketing systems for internal and external communication.
• Respond to incidents and support requests within SLA.

Leawood, KS

Kansas City, Missouri, United States

• Hired as Systems Admin & PC Technician in April 2014 and was promoted to Network Security & Compliance Administrator in September 2014.
• Served as a Compliance Board Member, focusing on compliance with PCI/DSS, CFPB, HIPAA, and other industry standards and regulations.
• Maintained servers, including Virtual Machines (VMware vSphere), Linux/Unix, and Windows Server 2003, 2008 R2, and 2012, ensuring minimal downtime.
• Administered security measures using WatchGuard Firebox with Advanced Firewall, Gateway Anti-Virus Protection with WebBlocker, and Quarantine service with Symantec Endpoint Protection Manager.
• Assisted in the transition from PICK System to Salesforce CRM, and from Google Drive-based backups and storage to Office 365 and SharePoint-based storage.

Kansas City, Missouri

Independence, Missouri, United States

• Led and motivated a team of employees to ensure the highest level of customer service, sales performance, and operational excellence.
• Developed and implemented strategies for increasing store profitability while controlling expenses.
• Oversaw day-to-day operations of the TitleMax location, including managing staff and ensuring customer satisfaction.
• Ensured compliance with all applicable laws and regulations.
• Coached, developed, and led the team to reach company objectives.
• Monitored and analyzed store performance metrics to identify areas for improvement.

Blue Springs, Missouri