We help 1-50 employee companies grow faster through:- Workflow automation- Installing sales process and reporting- Getting your software to talk togetherFind some time to talk here -> https://cal.com/joshlamb/30m

• Built a diverse global team from 0-12 customer support agents running 24/7 operations in the fast-paced cybersecurity software sector, servicing MSP, OEM, and Enterprise market segments. Exceeded CSAT targets at 97%. Support effectiveness became a key differentiator for our product in the marketplace.• Established cross-department initiative to reduce customer churn which successfully recovered $648k of at-risk revenue.• Founded outage processes and served as incident commander for 59 incidents in a 24x7x365 environment. Decreased mean time-to-resolve service degradations by 20%.• Created DevOps partnership to service backend customer requests which cut resolution time from 12 hours to 1 hour.• Replaced ticketing software to work, track, and report on customer issues, which decreased ticket resolution times by 26%.• Partnered with Software Engineering and Product leadership to establish Support-Engineering feedback loop which resulted in full visibility of issue resolution lifecycle.• Directed the IT operational expense (OPEX) budget of $1MM/year. Cut costs by $200k for software, hardware and service acquisitions and renewals.• Architected employee onboarding processes which enabled remote new hires to be productive on day one with a secure device and zero-trust access.• Implemented a comprehensive cybersecurity program (training, anti-malware, anti-phishing) resulting in SOC 2 Type 2 certification. This unlocked new MSP and Enterprise segment growth.

• Influential in bringing company revenue to $3M ARR.• Responsible for consistent generation of new business leads and managing the DNSFilter and Webshrinker brands.• Oversee all Marketing department staff.• Directly manage $450,000 in annual marketing spend.• Consistently reduced costs by consolidating SaaS applications and negotiating with vendors, resulting in $27k savings in software and over $30k savings in marketing event spend.

• Influential in bringing company revenue to $1M ARR.• Responsible for managing $132k annual marketing spend in 2019.• Created customer profiles/ICPs as a foundation for marketing activities.• Produced and presented extensive sales/marketing collateral including webinars, data sheets, blog posts and email drip campaigns.• Key decision-maker in sponsorship of industry channel events with consistent growth in generated sales leads.• Orchestrated and produced material for sales & marketing activities surrounding major feature releases.• Increased team cohesiveness around how customer feedback is incorporated into the development lifecycle, resulting in increased communication with our customer base.

• Completely rewrote help documentation (docs.dnsfilter.com) with more expansive content, increased clarity, and video walkthroughs/code examples. Made consistent updates to content.• Responsible for managing support ticket queue.• Tested new product features and communicated with the development team regarding bugs/fixes.

Summer employment between school semesters Provided telephone and email support to residential DSL customers, business T1 customers, and first-level support to managed services customers Monitored NOC for a top 6 national VOIP vendor Triaged source of network failure and when appropriated escalated to upstream provider Monitored Cisco Meraki systems and PRTG for network failures and coordinated vendor dispatch to affected areas Improved systems documentation and monitoring processes.

Owned a computer repair consulting firm which specialized in installing/upgrading PCs and their components as well as establishing LAN networks and storage solutions for small businesses and residential customers. Advised them on how to secure and maintain their servers. Customized their software solutions to fit their individual business needs.

Was the analyst responsible for intelligence production in Musa Qaleh and Now Zad districts of Helmand Province. This task involved briefing convoy commanders and sniper teams prior to mission deployment and imparting awareness of enemy activities and tactics. Published items into Palantir for the purpose of sharing knowledge with all other units in Helmand Province. While in RC-East, produced over 50 maps to support 6/8 Cavalry's training of Afghanistan partner units, which enabled them to plan partnered operations. Heavily contributed to the production of over 100 Intelligence Summaries, which were commended by several sister and parent agencies for their unique and accurate perspective of the battlespace. Built an intricate basemap in ArcGIS and handed off knowledge of map production to Army units prior to moving from RC-East to RC-Southwest.

CJIATF 435- Directed planning, collection, and evaluation of human intelligence gained from interrogations at a detention facility in Afghanistan as part of a collector / analyst team.- Prepared all-source intelligence products fused from: target packets, tactical interrogation reports, detainee transfer requests, SIGACTS, biometric results, DOMEX, CELLEX, and sensitive intelligence.- Provided real-time, all-source geospatial intelligence support to interrogations in order to facilitate timely and accurate intelligence extraction from interrogation sessions.- Conducted interagency liaison between a strategic debriefing facility and operational task forces to facilitate dissemination of intelligence to ground force units in need of actionable intelligence from interrogations.- Mentored and trained civilian and military analysts to promote continuity between strategic intelligence units in theater.- Maintained situational awareness of political, economic, criminal, military, paramilitary and insurgent developments in Regional Command – East.

307th Brigade Support Battalion, 1st BCT, 82nd Airborne Division) – Fort Bragg, NC- Trained officers of the 7th Iraqi Army Division to create and print large-scale map products of their Area of Operations.- Conceptualized and produced temporal analysis charts of Improvised Explosive Device events in Anbar Province, Iraq to determine most dangerous routes, times, and days of the week. Intelligence products were showcased at the Joint Readiness Training Center rotation 09-06 After Action Review, resulting in the “Logistical Warrior” Award. Products were consulted for convoy movements at higher echelons.- Conducted weekly threat briefings for senior leadership on intelligence holdings and recommendations for threat minimization.- Prepared geospatial intelligence to create a named drop zone on Al Asad Airbase, Iraq. “Black Devil Drop Zone” was used for three successful airborne operations.- Submitted over seventy requests for ISR support in coordination with battalion convoy movements.- Created, maintained, and disseminated trail books outlining threat information for ten routes within Anbar province. Products were also used by the brigade, other battalions within the brigade, and outside units.- Managed unit physical security program by disseminating procedures, conducting training, and performing inspections of three unit arms rooms to result in full certification at the installation level.- Conducted periodic information security, operations security, and espionage training for all battalion personnel.- Assisted subordinates in professional development, to including registering and completing college classes.