Derek Snow Email & Phone Number

Kirkland, Wa, Us

Bellevue, Washington, United States

• Lead a high-performing team of CIRT, CSOC, and Cybersecurity Engineers, overseeing major cybersecurity incidents and escalations including inputs from Threat Intelligence, Bug Bounty, Red Team, and Insider Threat teams. Develop and refine high-fidelity detections to improve threat identification and response. • Drive strategic initiatives recognized by the CISO and presented to the board, enhancing the organization’s overall cybersecurity posture. • Transform team performance through coaching and mentoring, consistently turning underperformers into top contributors and fostering a culture of excellence.• Envision, design, and lead the implementation of automated single-button operations to enhance scalability, agility, and efficiency within CIRT and CSOC workflows, streamlining complex processes for the team.• Design and implement innovative processes, including a domain-blocking mechanism that reduced response times from days to minutes. • Optimize operational performance using Power BI and Splunk to track and analyze key metrics, including Mean Time to Acknowledge (MTTA), Mean Time to Contain (MTTC), and Mean Time to Resolve (MTTR). Achieved a 40% reduction in ticket resolution times and enabled data-driven decision-making to enhance incident response efficiency.• Develop and execute proactive threat management strategies, leveraging threat intelligence to anticipate and mitigate emerging risks before they impact the organization.• Lead high-impact 5G and telecom cybersecurity projects, quickly mastering complex technologies to ensure network resilience and align initiatives with long-term business goals.• Build strong cross-functional partnerships across legal, compliance, and fraud prevention teams to ensure a unified approach to risk mitigation and incident resolution.

Woodinville, Washington, United States

• Spearheaded the development of processes and protocols for the Cybersecurity Crisis Management Team (C-CMT), collaborating with legal, business continuity, and executive leadership to ensure effective management of cybersecurity crises.• Directed the response and resolution of major cybersecurity incidents, including phishing, ransomware, DDoS, and business email compromise (BEC), ensuring protection of critical systems and minimizing business impact.• Led cross-functional collaboration for developing and conducting tabletop exercises using the Cyber Kill Chain framework, including merger and acquisition (M&A) scenarios, strengthening organizational readiness for complex cybersecurity threats.• Launched and led an agile project management solution for the security orchestration platform (XSOAR), resulting in weekly feature releases and reducing feature request turnaround time by 400%, pushing hundreds of user stories and features into production.• Created, launched, and maintained an automated executive alert system, significantly reducing executive communication times during ongoing CSIRT investigations by over 500%.• Led the development of CSIRT communications tools and processes, resulting in streamlined stakeholder communications and enhanced visibility of cybersecurity investigations at the executive level.• Developed and implemented custom cybersecurity tools and automations using Python, improving incident response consistency and reducing response times across the organization.• Performed root cause analyses on cybersecurity incidents, identifying attacker techniques and implementing countermeasures to mitigate future risks and harden systems against vulnerabilities.• Leveraged the MITRE ATT&CK framework to strategically analyze and map adversary techniques, enhancing organization-wide threat detection and response capabilities.

Seattle, Washington, United States

• Led the direct resolution of executive-level escalated account, security, and technical issues, ensuring customer satisfaction and safeguarding high-value customer relationships.• Proactively identified and mitigated risks for at-risk customers by analyzing data, bridging gaps, and ensuring their continued engagement with the Salesforce platform.• Automated reporting and workflow processes, providing real-time visibility into key performance insights and KPIs for support teams, significantly improving the incident management process.• Managed and optimized team operations by reallocating workloads, rescheduling non-urgent tasks, and coordinating cross-functional responses to address customer-facing issues at the executive level.• Collaborated with infrastructure, engineering, operations, technical support, and sales leadership to ensure alignment between incident response strategies and broader business objectives.• Initiated and led the incident management process, rapidly identifying root causes of service disruptions and communicating severity across all Salesforce clouds, minimizing business impact.• Developed high-impact Tableau dashboards, analyzing trends and activities to provide comprehensive solutions for improving incident response times and overall performance.• Ensured proper prioritization and resolution of incidents by assigning cases to appropriate managers and enforcing strict adherence to Service Level Objectives (SLOs), driving operational efficiency.

Seattle

•Collaborated with the incident management team to gather requirements and developed user stories to meet those needs, facilitating effective communication and integration with developers.•Managed high-priority and critical incidents, leading the collective efforts of the team to ensure prompt resolution and service restoration.•Developed and implemented maintenance procedures, regularly monitoring system health, gathering system statistics, and troubleshooting reported alerts and errors.•Produced and delivered executive communications by compiling and presenting production reports to senior management teams, providing valuable insights into incident management and service performance.•Supported global IT teams to achieve stringent service level agreements (SLAs) and incident resolution metrics, ensuring consistent service delivery across regions.•Coordinated Service Management meetings, fostering collaboration and discussion of changes, incidents, and errors among support teams from different departments, facilitating a proactive approach to incident prevention and resolution.

Seattle

•Managed day-to-day operations of the Service Desk, ensuring adherence to service level agreements and consistently meeting or exceeding incident resolution requirements.•Monitored and enforced procedures, protocols, and standards, overseeing daily and long-term work assignments, schedules, and tasks for internal staff.•Led a team of direct reports and provided oversight for 30 full-time employees, coordinating overnight operations at the Service Desk.•Actively participated in planning meetings with the management team, contributing insights and recommendations to improve service and product offerings.•Implemented process improvements and streamlined workflows to enhance the efficiency and effectiveness of the Service Desk operations.•Fostered a positive and collaborative work environment, providing guidance, coaching, and support to the team to optimize performance and ensure excellent customer service.•Developed and delivered training programs to enhance technical skills and knowledge of the Service Desk staff, promoting continuous professional development.

Seattle

•Identified and resolved IT problems, providing technical support to users and ensuring efficient functioning of IT systems.•Escalated serious incidents to the appropriate stakeholders, effectively communicating the urgency and impact to ensure prompt resolution.•Managed high-priority incidents in a timely manner, minimizing their impact on business operations and optimizing operational efficiency.•Consistently ranked in the top five for productivity across various metrics, including number of calls taken, call times, resolution times, and wrap time.•Made direct and indirect contributions to improving overall store performance and enhancing brand perception through efficient IT support services.•Collaborated with cross-functional teams to address complex technical issues, facilitating effective problem-solving and incident resolution.•Maintained accurate documentation of incidents, resolutions, and troubleshooting steps, enabling knowledge transfer and supporting future incident management processes.

Master Of Science - Ms, Cybersecurity And Information Assurance

Bachelor'S Degree, Political Science With A Minor In Communications

Coursework: Public Relations, Negotiation, Interpersonal Communication, Critical Finance

Certificate, Software Product Management

An accelerated 6-month, 100-hour course with 200+ hours of homework divided into 3 classes taught by industry professionals. Created.