Firstly, my most important role I've ever held is Dad. I believe in family first, then the rest will fall in. I pride myself in creating joy, mainly with Dad jokes, building lasting relationships, and the fact that I have yet to meet a stranger. I lead shoulder to shoulder and will be in the trenches with my team no matter the situation. Professional Summary:Dynamic and client-centric IT/Cybersecurity Leader with over a decade of experience in network operations, service delivery, and customer service excellence. Proven expertise in managing service providers, ensuring high network availability, and driving operational excellence.• Dynamic Leadership: Known for crafting inventive work methods, excelling in clear communication, and fostering a culture of innovation, excellence, and collaboration.• Client-Centric Approach: Dedicated to ensuring high-quality engagement and successful resolution, from initial contact through all phases of client and user interaction.• Technical Proficiency: Skilled in the design, implementation, configuration, support, and troubleshooting of complex IT environments and network security solutions across various technologies and platforms.• Security Awareness Advocate: Instrumental in planning and implementing comprehensive security awareness training programs, reinforcing the cybersecurity culture.• Customer Service Excellence: Committed to customer service, relationship building and adapting to dynamic environments.• Leadership & Development: Extensive leadership experience in recruitment, interviewing, hiring, training, goal setting, team development, coaching, and career development.• Proven Track Record: Consistently earned promotions within 2 years at every place of employment, demonstrating the ability to exceed expectations and deliver results.I am eager to join a forward-thinking organization where I can leverage my expertise to enhance cybersecurity measures, promote security awareness, and drive initiatives that align with strategic goals and foster a balanced, team-oriented culture.
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Cybersecurity ManagerT-MobileKansas City, Mo, Us -
Department Manager Of Security Operations(Soc)Burns & Mcdonnell Sep 2023 - Jun 2024Kansas 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.• Collaborated on the planning and execution of the Cybersecurity Awareness Month campaign. -
Managed Security Services - Tac/Soc Operations ManagerOptiv Aug 2021 - Sep 2023Leawood, 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.• Instilled ownership and accountability in team members.• Coached and mentored team members.• Reported resource allocation for effective resource management.• Tailored communication for target audiences from individual contributors to c-level.• Ensured operational processes and procedures were well documented and managed.• Kept managerial-level knowledgebase of technologies for service delivery.• Joined Optiv Culture Club to promote inclusion, diversity, and fun. -
Threat Analyst (Tier 2-3)Optiv Jan 2021 - Aug 2021Leawood, 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 platforms, vulnerability scanners, etc.• Trained clients to mitigate identified threats and transferred knowledge and documentation.• Recommended tuning and best practices to MSS peers and customers.• Researched current threats and attack vectors.
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Associate Threat Analyst (Tier 1-2)Optiv Inc Jun 2018 - Jan 2021Leawood, 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 platforms, vulnerability scanners, etc.• Trained clients to mitigate identified threats and transferred knowledge and documentation.• Recommended tuning and best practices to MSS peers and customers.• Researched current threats and attack vectors.
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Soc Engineer I (Tier 2-3)Optiv Inc Jul 2017 - Jun 2018Leawood, 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.• Collaborate with other engineers on lab system configurations.• Update open ticket status for engineers and technicians as needed.
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Soc TechnicianOptiv Inc Nov 2015 - Jul 2017Leawood, Ks
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Network Security & Compliance AdministratorUga Finance Sep 2014 - Nov 2015Kansas 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. -
Systems AdministratorUga Finance Apr 2014 - Sep 2014Kansas City, Missouri
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General ManagerTitlemax Oct 2010 - Jul 2013Independence, 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.• Handled customer inquiries and complaints in a professional and timely manner.• Maintained accurate records of financial transactions and inventory.• Conducted regular staff meetings to communicate goals, expectations, and updates.• Fostered a positive and productive work environment. -
Store Manager | Account Manager | Assistant General Manager | MarketingTitlemax Oct 2011 - Jun 2012Blue Springs, Missouri
Eric James Education Details
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Centriq TrainingNetwork And System Administration/Administrator
Frequently Asked Questions about Eric James
What company does Eric James work for?
Eric James works for T-Mobile
What is Eric James's role at the current company?
Eric James's current role is Cybersecurity Manager.
What schools did Eric James attend?
Eric James attended Centriq Training.
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Eric James
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Eric James
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