Joshua Carter Email & Phone Number

United States

Boston, Massachusetts, United States

● Address customer inquiries and the facilitation of new customer onboardings● Manage and support a team of Tier 1 to Tier 3 SOC Analysts across the United States● Guide new analysts through training of the Cybereason Product and the GSOC Services● Engage and oversee critical customer escalations, often leading to Incident Response● Foster positive relations with our customers to ensure continued satisfaction of theproduct and services● Report up to leadership on pressing issues within our region’s team or customer base● Create individual training paths for analysts to continue their education and exposure tonew cyber security techniques (using, but not limited to, SANS and Cybrary)● Appoint analysts to different projects within the GSOC to differentiate time away fromthe daily ticket queues, reducing burnout while building new skills● Meet weekly with regional managers in Tel Aviv and Tokyo to discuss any ongoinginitiatives or problems that need to be addressed globally

Greater Boston Area

● Monitor customer environments for Malicious Operations (MalOps)● Provide actionable MalOp summaries and recommendations to customers, focusing onroot cause analysis● Escalate Malops (as needed) to customers which may include detailed written Malopreports, follow-up calls, and/or further malware analysis● Created a process for analysts to write and publish articles around malware that isdiscovered during MalOp triage○ Wrote and published articles about new/modified malware I discovered● Appointed Information & Knowledge-Base Manager (IM/KM) for the Global SecurityOperations Center (GSOC)○ Move management of projects away from spreadsheets and into Jira/Confluence○ Restructure & organize all Knowledge-Base (KB) pages in Confluence● Create support cases for customer issues and work with Support to facilitate information● Promoted to GSOC Regional Manager - North America, Jan. 2022

Marlborough, Massachusetts

• Manage the day to day maintenance and management of privileged accounts in our CyberArk environment which includes on-boarding new accounts, applications, and component servers, as well as the patching and upgrading of these component servers.• Develop API scripts via PowerShell to assist in the automation of certain account on-boarding and maintenance processes for CyberArk• Write detailed documentation of current “Run the Business” tasks and procedures for knowledge retention and transfer• Collaborate with IT Support teams across the organization to transfer their privileged accounts into CyberArk, identifying their account requirements, while providing documentation and training for these new users.• Research new technologies such as Docker, Kubernetes, Conjur, Jenkins, and Radius for future support cases.

Marlborough, Ma

• Provision & remove user access to applications, databases, and network resources in the following operating systems and applications: UNIX/LINUX, Windows, Active Directory, MS SQL Database• Capture evidence and document access on financial assets, meeting audit requirements• Lead the transition of Sierra Trading Post’s security operations to TJX• Document & create new processes while improving on old ones• Manage incidents raised by users while maintaining TJX security practices and policies

Marlborough, Ma

Provided IT support to all corporate and district offices of TJX Companies globallyWhite glove IT service to AVP's and upper level managementMonthly concierge service which provided 1-on-1 support for usersProcess improvement and documentation on all applications and systems for easier resolution in the futureAssisted in the Windows 10 upgrade project for all TJX systems

Bedford, Ma

• Monitor and support customer network devices based in Linux and Cisco• Patch Linux systems• Experience in operating virtual machines, active directories, and Microsoft email servers• Review and analyze security threats via Qradar and AlienVault• Diagnose and resolve device problems on Windows, Linux, and Cisco devices

• Facilitate an assessment to track student demographic & usage of tutoring centers• Update and maintain department website• Assist and answer student questions to a variety of Microsoft applications• Train professional staff and faculty on how to create & edit their own websites• Promoted to Lead Technician for department in July 2014

Lowell, Massachusetts

Website Management, Computer Updates and Repairs

Bedford, Ma

Intern for the Information Security Governance, Risk, and Compliance team at RSA, the Cyber Security division of Dell-EMC.• Tested Archer user interface prior to implementation• Created a database to facilitate audits on active directory accounts for future use• Reviewed customer contracts to create a comprehensive service level agreement list• Reviewed company security policies and provided suggestions for amendments

Reporting company sales to the Area Supervisor, Running shifts, People Management, all other responsibilities from past positions.

Hudson, New Hampshire

I trained new employees and showed them proper procedures on how to perform tasks. I helped set the example to other employees.

Hudson, New Hampshire

I learned and upheld the skills of taking orders in drive-thru and front counter, handing out orders, and cooking food. With all of these, I learned how to uphold cleanliness and quality of service.

Hudson, New Hampshire

I greeted patients to the office and checked them in. I handled patient payments. I also dealt with calling insurance companies to view customer eligibility and claim status.

Manchester, New Hampshire

I sorted and reworked finished products for resale of the product.

Master Of Science - Ms, Cyber Security

Bachelor Of Science (Bs), Management Information Systems (Mis) & Marketing

Activities and Societies: Marching Band, Comedic Improv Troupe.

3.42 Gpa

Activities and Societies: Marching Band 2009-2013, Tri-M Member 2010-2013, Class Act (Theater) 2009-2013, Class Act Board Member 2010-2013