• Directly lead SOC team, ranging from 11-16 Analysts.• Contributed to process improvements leading to increased event fidelity throughout numerous client environments.• Revised client facing ticketing policies and procedures; these changes improved communication, ticket closure, key KPI identification, True/False event identification, etc.• Participated in MAP (Measures and Practices) roll out, helping to align team goals with company goals.• Shadowed/Mentored analyst led investigation. Identified improvements on best practice, opportunities for tuning, environmental anomalies causing performance impact, etc.• Spearhead and led multiple organization sponsored committees created to identify, improve, and resolve service-related obstacles. (VSM)• Created and improved upon dashboards, automated reporting processes, and workflows, spanning multiple products (Atlassian, Splunk, CrowdStrike, and Office365)• Drove client engagement and success, building better relations with team members and their assigned clients.

• Directly responsible for High/Critical Priority "P1" tickets.• Shadowed/Mentored junior engineers, identifying best practice, improve communication skills, removing barriers on new and unfamiliar investigations, etc.• Coordinated withy project Engineering on implementations of new clients and products, working closely to understand client's needs and expectations of service.• Implemented automation through RMM, improving patching, processing, and visibility into client environments.• Provided key feedback and review of improvements in service delivery.• Leveraged various tools to identify key security gaps in client infrastructures.

• Planned and led client facing scoping meetings used to identify needs, wants, expectations, barriers, and goals.• Implemented projects based on defined project plans.• Regularly completed projects under assigned BU (Business Utilization hours).• Led onsite and remote implementations of complex and robust infrastructure.

• Maintained secure, stable, and robust SaaS environment for client needs; products supported include: eSign, Check Processing, Secure Data Imaging, Client Portal.• Improved onboarding process of eSign clients by 75% utilizing automation for much of repeatable onboarding processes.• Produced elaborate and visually appealing client documentation detailing use of products.• Configured and maintained automation using PowerShell Scripting in Enterprise Environments.

• Scoped, designed, built, and implemented proprietary Digital Imaging solution.• Led onsite and remote training of clients on proprietary offerings (FinTech related products).• Led quality assessments of both Web Applet and Delphi based software.• Shadowed/Mentored junior support specialists, improving communication, technical skills, understanding of federal and financial regulations around FinTech related data.• Completed audits of client environments with expectation to meet PCI/Vulnerability requirements.• Fielded High/Critical priority tickets that required in depth technical product knowledge.• Personally onboarded approximately 300 clients to in-house developed eSign solution.• Tested new software and hardware prior to deployment.