Michael Mcdowell Email & Phone Number

Newark, De, Us

Philadelphia, Pennsylvania, Us

New York, Ny, Us

• Lead proactive vulnerability assessment and penetration tests and provide actionable data.• Participate in incident response and mitigation to further enhance the companies security posture.• Provide IT security technical and project leadership for IT and customer solutions including developing robust security reference architectures • Lead the analysis, requirement development, design, documentation, implementation, and maintenance of complex IT solutions • Understand technical issues and the implications to the business, and be able to communicate them to management and other business leaders• Provide technical and/or project leadership for assigned security projects • Leverage and optimize existing solutions and global design to drive standardization and simplification to reduce implementation timelines and costs • Present and explain requirements and solutions to all audiences (customers, technical SME's, and business leaders)• Identify critical path decisions, make recommendations, and influence program leaders/business process owners • Estimate costs and schedules and recommend resource required and solutions to problems • Proactively collaborate with management in developing strategic direction, setting objectives, and setting realistic and challenging goals • Interface with internal and external contributing/supporting organizations • Maintain a superior knowledge of the cyber security technologies, standards, and vendor offerings

· Be the technical point of contact during Escalated Events relating to Security· Handle Escalated customer facing issues relating to Security· Take part in Operational & Strategic Projects· Customer Patch Management· Customer Anti-virus Management· Compromise Server Analysis· Escalated Abuse Complaints· Intrusion detection· Event & Security Log review· Identify, Evaluate and report security vulnerabilities· Work any Security oriented tickets to resolution, interacting with customer as warranted.· Deployment package hardening· Work with Sales team to identify best solution for new customer builds relating to security· On Call rotation for relevant system issues

• May be relied upon as a technical point of contact during Escalated Events relating to Security• Handle customer facing issues relating to Security• Triage security events in security related systems such as Alert Logic and Envision• Respond to non-breach events (e.g., block brute force attacks, scanning attempts, etc)• Conduct Web App Vulnerability Assessments• Complete customer security surveys• Daily security maintenance activities (e.g., antivirus review, agent status)• Take part in Operational & Strategic Projects• Intrusion detection• Event & Security Log review• Identify, Evaluate and report security vulnerabilities• Work any Security oriented tickets to resolution, interacting with customer as warranted.• On Call rotation for relevant system issues

· Have a customer centric and positive attitude towards customer issues· Be able to expand their skill sets daily and challenge themselves and their coworkers by working on and solving customer issues· Act as a customer advocate· Collect and understand the customer’s end goals beyond the scope of “break/fix” support· Work closely with all Centers of Excellence on customer impacting issues and escalate to them only when appropriate· Serve as a liaison for colocation customers in their entourage · Compile RCA (root cause analysis) reports on server incidents· Complete software upgrades· Intermediate to advanced server administration· Intermediate to advanced VMWare administration and troubleshooting· Assist in creating technical solutions for Dedicated Server clients such as upgrade and migration plans· Work with other staff members to effectively and efficiently solve client issues· Assist sales staff with qualifying prospective client technology needs· Develop professional relationships with our product partners and understand their escalation procedures· Work all other queues as assigned· Assist in other tasks as assigned· Work with other departments as needed· Must deliver an exceptional customer experience every day· Work on internal projects and development as needed

• Have a customer centric and positive attitude towards customer issues• Be able to expand their skill sets daily and challenge themselves and their coworkers by working on and solving customer issues• Act as a customer advocate• Collect and understand the customer’s end goals beyond the scope of “break/fix” support• Support cloud and hybrid customer base• Support any members of their Entourage group• Provide assistance to other Entourage groups as directed by the support supervisors• Act as the first support contact for customers calling into their Entourage• Create accurate tickets based on inbound customer requests• Troubleshoot issues, execute a course of action, test the issue to see if it is resolved, and reply back to the customer with the results • Document issue resolution• Work on issues in the ticket queue in priority order first, then by age• Triage issues that are not yet prioritized correctly• Adeptly utilize resources both within and outside Hosting to resolve issues• Basic to intermediate server administration and restarting of services• Basic to intermediate VMWare administration and troubleshooting• Learn and maintain knowledge of all proprietary tools and systems to ensure proper handling of customer issues• Document work to submit for new KB articles • Resolve on average between 20-30 routine issues a day accurately and quickly• Ability to help clients resolve client side issues as well as document server side issues• Ability to quickly recognize difference between server side and client side issues• Respond to customers in a timely manner• Work all other queues as assigned• Assist in other tasks as assigned• Contact vendors as needed• Must deliver an exceptional customer experience every day• Work with other departments as needed

Newark, De, Us

Newark, De, Us