• 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.• Successfully reduced average dwell time from over 17 hours in June 2020 to slightly over 3 hours by August 2020.• Strengthened cross-functional partnerships with internal teams to optimize the effectiveness of standard and tailored content. Implemented a thorough validation process to guarantee the provision of top tier alerting services for Managed Security Services (MSS) clients• Spearheaded the creation and ongoing maintenance of executive-level internal metrics, ensuring a clear overview of performance and achievements.

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 and customized contentCreate cross-team workflows to increase security value for alertingCreate and maintain executive level internal metrics

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.

- 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- Participate in client service calls to assist in successful client outcomes- Continued work as escalation point for SIEM content engineering- Perform gap analysis on client SIEM environment, recommend modifications to tighten security controls

- 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 source modifications and rule recommendations- Create and tune SIEM rules to create higher fidelity SIEM alerting- Act as a client advocate to ensure clients are receiving the full benefits of services provided by Optiv MSS- Escalation point for senior content engineers to review security value and implementation of SIEM rules- Escalation point for senior threat analysts to review and correlate logs, remediation recommendations, and validations- Create and present Optiv Solution Value Assessments which provide an overview of services, recommendations for both Optiv and the client to increase value- Manage projects for large scale modifications being made to clients SIEM environment- Created weighted value system for analyzing what clients may need further service - Liaise between multiple MSS teams to ensure the end goal is met that will better Optiv services for clients- Received multiple EPIC awards from peers and clients

- 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 remediate content based off of pentetration test results- Point of escalation for other analysts for further investigation, root cause analysis, and rule development- Mentor and assist other analysts- Work with SIEM administration team to tune rules to ensure correct alarm results- Monitor daily statistics for Analyst team, recommend changes based on historical values and new emerging threats- Validate alarm content, escalate incidents to clients with remediation recommendations and potential impact to environment- Work with clients to ensure satisfaction in services- Monitor alarms from 200+ companies using multiple SIEM products (LogRhythm, ArcSight, Splunk, qRadar, Nitro)- PROJECT: Work as a SIEM engineer for improved content creation and tuning for several months in LogRhythm consoles. - Excellent work as a Threat Analyst led to promotion to a Senior Threat analyst in 11/2015- Received award for training employees in incident handling and preliminary alarm analysis- Received multiple awards for 'EPIC' customer service- Received multiple awards for 'EPIC' assisting the different MSS teams

• 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• Present to and build relationships with different IT teams to create a more efficient incident response• Train SSF Service Desk on Security Monitoring Incident Response Team• Tasked by Senior Director of IT Security to create and build custom general custom security awareness training to be used globally to train the enterprise on safe security practices. – 2012• Selected by Senior Director of IT Security to participate in special assignment overseas in Basel, Switzerland for three months to train colleagues on data analysis, daily process, and procedures, to ensure consistent global team practices – 2012• Received an award for ‘Achieving Results’ by working during off hours to ensure our team is caught up on cases and our SIEM is properly administered - 2014

• 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• Received Peer Recognition award three different months for being a team player and helping whenever possible – 2010 - 2012

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

• 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 verification, charge-backs, rebates, and preparation of daily bank deposits• 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