Jessica Doyle Email & Phone Number

Carlsbad, CA, US

• Developed robust support framework for novel services and solutions tailored to customer requirements.
• Established Subject Matter Expert (SME) teams to bolster new services, supporting seamless internal and external workflows.
• Collaborated closely with C-suite counterparts at partner organizations to conceive innovative service lines and streamlined workflows.
• Devised a pioneering service offering for brand-new clients, encompassing 24/7 security monitoring and response, complete with client-specific protocols.
• Developed a specialized operations support deck designed to empower sales teams with essential operational insights and strategic guidance.
• Revamped the intake process and implemented SLAs for incoming alerts across global operations through the implementation of a FIFO-based approach and prioritization strategy.

Carlsbad, CA, US

Create new service offering for net new client to include 24/7 security monitoring and response with specific proceduresModified intake of new alerts for the global operations using FIFO and prioritization.Implemented new SLAs based on priority for all incoming security alertsWork cross-functionally with internal teams to increase effectiveness of standard.

Denver, Colorado, US

Leading and directing the analyst operations team for MSS defining and developing processes to improve quality and efficiency while working with multiple internal teams and clients to improve security value.

Denver, Colorado, US

- Coordinate across teams and customers to improve process - Perform quality assurance- Ensure effective resolution of Security Incidents- Establish and maintain analytic repeatable processes and assist in continuous improvement of those processes- Provide technical expertise and recommendations to partners across the managed security services practice.

Denver, Colorado, US

- Create documentation for new and existing processes- Attend and present in executive board meetings for pre-sales, expanding on services and processes provide by Optiv Managed Services- Attend and present in executive board meetings for quarterly business reviews for existing client base.- Preform Gap Analysis on client SIEM environments, recommend log.

Denver, Colorado, US

- Senior Technical Lead- Create and maintain Analyst Incident escalation templates- Create SOP's for new and existing rule base for multiple SIEMs and base analysis- Work as liaison between SIEM and Threat Analysis team- Review customer environments for content, implement and recommend new content that better matches the threat landscape; review and.

South San Francisco, California, US

• Monitor IT security infrastructure to ensure data is feeding correctly to the SIEM
• Preliminary memory analysis
• Create and maintain SIEM rule base.
• Train and assist junior analysts with starting in security.
• Security event analysis and remediation recommendations to ensure the continued safety of our corporate environment utlizing a variety of tools, including but not limited to MIR, ArcSight, FireEye, nCircle, Sourcefire.
• Contributed different sections of the incident response team play book

South San Francisco, California, US

• Lead the coordination, logistics, process, and event details for multiple IT events to assist with and support, hardware deployment, software training, and mobile devices to hundreds of field employees
• Lead training coordinator for new service desk analysts in a classroom setting for 15 new employees
• Patching and administration of Verint Workforce Management
• Created and executed internal and cross-functional trainings for different IT departments on a variety of subject matter (knowledge base, iphone applications, google, mac OSX, salesforce)
• Subject matter expert for multiple field sales applications and services (salesforce, concur, VPN troubleshooting, home networking, Mac OSX, etc.)
• Exceeded all Service Desk Analyst metrics for 18 months - 2011 – 2012

South San Francisco, California, US

• Three month rotation opportunity with newly created security operations center. Assist with process creation, work-flow, event analysis, daily monitoring activities, and incident response

South San Francisco, California, US

• Outstanding interaction and communication with customers to assess their needs and resolve problems
• Provided technical troubleshooting over the phone to diagnose and resolve customer problems
• Created technical training for internal and cross-functional groups on multiple subjects
• Edit, create, and maintain IT knowledge base entries, a minimum of 20 solutions a week
• Maintain, analyze and forecast schedule for 60 - 100 employees using Verint workforce management
• Coordinate and execute group events for over 100 employees

• Success as a contractor led to achieving a full time position within seven months in July 2010
• Troubleshoot and resolve customers technical issues over the phone
• Created a ticket tracking template to use in tracking personal ticket statistics, was used by other at the service desk

• Responsible for the proper operation of the business, receipts, inventory, and vendor management
• Collect tabs in appropriate amounts and accountable for cash and inventory for the period worked
• Accustomed to working long hours, holidays, and weekends

• Responsible for the proper operation of the business, receipts, inventory, and vendor management
• Collect tabs in appropriate amounts and accountable for cash and inventory for the period worked
• Accustomed to working long hours, holidays, and weekends

• Handled diversified accounts Payable/Receivable and expense control procedures including bank and account reconciliation, cash receipts, disbursements, finance charges, billings, invoicing, purchase order/inventory.
• Research account transactions, demonstrating a keen ability to recognize and resolve discrepancies
• Negotiate and enforce collections to expedite the clearance on delinquent accounts
• Developed tool to analyze corporation’s business plans and profitability
• Setup and training of accounting tools and businesses and new offices

Studies, Project Management

Bachelors, Marketing

Studies, Biology, Zoology