Logan Maclaren Email & Phone Number

Ottawa, ON, CA

San Francisco, CA, US

San Francisco, CA, US

• Reviewed, reproduced, and helped remediate incoming vulnerability reports, assessing the severity and impact of each issue within the context of GitHub’s threat model.
• Performed variant analysis on identified security issues through root cause review, manual testing, and static analysis (CodeQL, Semgrep) with a goal of delivering reusable solutions and best practices.
• Developed security tooling (Python/Ruby) and training collateral for GitHub's teams (CTF challenges, best practices documentation, etc).
• Planned and managed private engagements for targeted feature testing by VIP researchers with a goal of identifying critical issues in new features & products prior to general availability.
• Evangelized GitHub’s security posture internally through hackathons, webinars, and competitions, and externally through public speaking engagements and event sponsorships.

San Francisco, CA, US

• Responsible for managing and coaching a team of 12 engineers tasked with providing in-depth support for GitHub's products, as well as leading global capacity planning and strategic account assignments.
• Oversaw organization growth from 20 engineers to over 70, including design and implementation of updated interview processes and technical content.
• Led creation of skill identification and development models, facilitating a Support reorganization into areas of expertise, reducing average ticket backlog by 30+% and focusing on individuals' skill development goals.
• Designed and implemented a joint Engineering & Support RCA/Postmortem process, standardizing GitHub's customer experience following major outages, reducing delivery time to customers by over 50%.
• Acted as the lead Subject Matter Expert (SME) for critical customer escalations regarding GitHub Enterprise Server & related infrastructure while facilitating internal communication with leadership.
• Drove adoption, and execution, of new Support offerings such as the standardization of real-time Support and standardized ticket summary & hand-off processes.

San Francisco, CA, US

• In addition to continued responsibilities from the position below:
• Trained and mentored support engineers regarding customer management, performing technical deep-dives into the GitHub software stack and acting as a technical escalation point.
• Updated, and maintained, onboarding curriculum for new support engineers with an achieved goal of a < 3 month time-to-competency for partnership with top customers.
• Performed internal customer reviews to better align customer needs with engineer skill sets, as well as continually refresh team’s capacity and headcount requirements through analysis of ticket trends.
• Managed team on-call schedule, PTO coverage, weekly team meetings, and project planning.

San Francisco, CA, US

• Partnered with GitHub's largest customers to ensure the reliability and success of GitHub Enterprise within their organizations.
• Provided proactive, in-depth technical support for GitHub Enterprise Server software stack (MySQL, Elasticsearch, Ruby on Rails, Docker, Kubernetes & many more) and associated platforms (KVM, VMWare, Hyper-V/Azure.
• Developed and maintained internal tooling and automation for customer system health analysis (Ruby, Shell), and automation for test system creation (Terraform, Shell), collectively saving hundreds of person-hours of.
• Acted as incident commander for critical issues, collaborating across Support, Engineering, and Product teams, and further developed incident response planning with clear escalation criteria, significantly reducing.
• Authored best practices, how-to, and troubleshooting guides relating to GitHub, Git usage, and Linux systems management helping to reduce customer incident rates and reliance on Support interactions.

Participating member & content author in a group of Information Security Professionals specializing in the management of vulnerability disclosures. Our organization is committed to creating a transparent, yet confidentiality-respected, forum for information security leaders and practitioners alike. Our group enables those charged with handling.

• Led a team of 5 engineers tasked with successful Proof-of-Concept implementations, production deployment, and post-sales support of customer Interset UEBA and Hadoop infrastructure.
• Designed, deployed, and maintained customer deployments of the Interset's Big Data stack (Elasticsearch, HBase, HDFS, Kafka, NiFi, Spark, YARN) and associated infrastructure (Amazon Web Services, Google Cloud Platform.
• Provided high-touch support for Interset software, the underlying big data stack, and integration points (SIEMs, external Kafka consumers, etc)
• Created best practice documentation, knowledge base articles, and internal process documentation (Confluence, MadCap Flare, JIRA, Zendesk) as well as tooling for support and field teams (Ansible, Bash, Python.
• Owned and developed the Interset product and platform installation software (Ansible, Shell, Python) reducing test and customer deployment times by 90% while providing integration points for OEM/MSSP partners.

Armonk, New York, NY, US

• In addition to continued responsibilities from the position noted below:
• Trained new team members and handled on-boarding of new customers into the Accelerated Value Program.
• Acted as a technical escalation point for a team spread across North and South America, and worked with customers worldwide.
• Developed process documentation, new offerings, and revised ongoing operations to best suit evolving customer requirements.
• Assisted with business development calls to provide insight into how the Accelerated Value Program can help solve major business issues for prospective customers.

Armonk, New York, NY, US

• Acted as an extension of customer teams to provide dedicated technical support and proactive consultation for their business-critical IBM Cognos BI implementations, achieving 90+% yearly contract renewal rates.
• Owned escalations of critical customer issues from the greater support team to ensure rapid and accurate resolution.
• Engaged in performance assessments, system health assessments, capacity planning, and deep technical troubleshooting.
• Performed installation and configuration of IBM Cognos BI software and integration with both IBM and third-party software (Apache/IHS/IIS/Tomcat/WebLogic/WebSphere).
• Assisted with report design and performance tuning (CSS/HTML/JavaScript/MDX/SQL).
• Planned and executed projects to migrate customer environments between data centers, on-premise to cloud, and between major releases of IBM Cognos BI software.

• Provided analysis of campus networking issues (Aircrack-ng/Nessus/Snort/Wireshark).
• Acted as a point of contact between network administrators and students.
• Offered recommendations with regard to possible improvements with network infrastructure and issues.

Ottawa, Ontario, CA

• Assisted the IT manager in routine tasks including user profile creation/management, server configuration, network maintenance/upgrades, software installation.
• Was responsible for several projects including setup of company SFTP server with ACL, secured wireless network, and internal IDS and IPS systems (Cisco IOS/iptables/pfSense/Snort/vsftpd).
• Provided on-site/deskside technical support and assistance for company staff.