Natalie Nichols Email & Phone Number

Omaha, Nebraska, United States

United States

- Directed a team of Analysts and Engineers within the Service Transition team to ensure quick and accurate delivery of NTT Managed Security Services within a globally approved ITSM framework- Liaised with Product Management and Service Assurance (Quality Control) teams to ensure Service Transition was positioned to successfully deliver new and existing service offerings and/or service enhancements- Functioned as a single point of contact for all non-standard (unsupported) devices and services requested by customers and/or sales team; Coordinated and prioritized development queue and customer updates between Service Transition and R&D Team- Coordinated and supported inputs from Service Transition Managers (Client Project Managers) and Senior Managers for ticket priorities- Conducted cross-regional daily stand-up meetings and handoffs with Service Transition counterpart in the US, UK, India and Australia to ensure priorities were coordinated and aligned globally- Created new training content and prioritized training requirements for ST Analysts and Engineers within ServiceNow via Knowledge Base Articles (KBAs) to ensure a continuous learning process- Developed and optimized best practices associated with the Service Transition teams Service Desk (within ServiceNow)- Researched and provided continuous improvement input for the critical tools used within Service Transition to improve speed and quality

Omaha, Nebraska, United States

- Developed and executed product strategies for NTT Security's Endpoint Detection & Response (EDR) service- Presented EDR Roadmap strategies and ongoing status to C-level executives to obtain relevant resources- Worked with engineering, operations, sales, and marketing teams to integrate EDR technologies across multiple vendors with the NTT Threat Detection, SIEM and Device Management platforms- Worked closely with EDR partners such from vendors such as CrowdStrike, Carbon Black and Microsoft to manage their product lifecycle within NTT Security's EDR service lifecycle- Communicated product updates and changes to internal delivery teams, customers and partners- Engaged in competitor technology analysis for NTT's EDR service; Researched EDR technologies as they appeared in the market and assessed value of adding to NTT's growing list of supported EDR- Liaised between NTT R&D teams EDR partners to write, test and release log transport and parsing requirements in pre-production - Liaised between NTT R&D and NTT Operations teams to test, amend and release log transport and parsing requirements in production - Collaborated with marketing and sales teams to create and execute marketing plans and sales cheat sheets- Created and maintained internal technical service documents as well as external (client and sales) facing Data Sheets, Service Descriptions, and Configuration Guides- Provided continuous support and guidance following release schedules by training relevant delivery teams and serving as a subject matter expert and liaison between vendors, development and operations

Greater Omaha Area

Staff Management and Development- Responsible for the initial selection of qualified employees and their development throughout their tenure.- Communicated job expectations, monitored and documented employee work output, and coached employees to points of success and areas of opportunity- Initiated, coordinated, and enforced systems, policies, and procedures as neededProject Planning and Management- Extensive project planning, timeline, and resource management required throughout integration of the customer security/network devices to the organization's managed security service (MSS) platform- Extensive planning and project tracking across multiple departments and client deliverables within the Operations umbrellaMSS Offerings- Oversaw team delivery of MSS offerings, including managed device onboarding, managed firewall & IDS/IPS cutover planning- Approved (or declined) client requests to develop SIEM support for "unsupported device" devices- Prioritized and directed unsupported device event queue and managed R&D staff responsible for log parsers and transport code required for SIEM integration- Assessed all incoming executed MSS contracts for service requirements and level of effort; Relayed requirements across multiple departments to ensure sufficient resource assignment

Greater Omaha Area

Client Project Manager to Enterprise customers. Extensive project planning, timeline & resource management required throughout integration of the clients security/network devices to Solutionarys managed security service (MSS) platform.MSSP offerings on this scale include managed device onboarding, managed firewall & IDS/IPS cutover planning, Security & IR consultation coordination, and ActiveGuard parsing/LTA "unsupported device" development.Span of the Client PM engagement is dependent on execution of all contracted services.Other Duties:Tracks and drives contracted account milestones for managed security services with Onboarding Engineer.Manages ActiveGuard hardware and misc. vendor firewall inventory. Responsibilities include placing special and standard order requests, build event escalation management (IPs/ Validity/ Build Queue & Deadline Assesment), QA of final product prior to pickup, and accurate monthly reporting of hardware status by serial number & customer to accounting teams.Reviews all newly executed contracts for level of effort and new services (where applicable) and assigns device Implementation and Onboarding team resources as needed.Maintains procurement, provisioning & quarterly invoice reporting for contracted Snare Enterprise LTAs sold directly by Solutionary through a partnership agreement with Intersect Alliance. Additionally, reviews new and upcoming product features and recommends best practices for Solutionary T1 support during installation. Shares responsibilities with and provides back up to ActiveGuard Implementation Team Management.

Omaha, Nebraska

Administrative Assistant to the Information Security Engineering Team (ISET). Coordinated and tracked ISET & AIT OTJ training. Was instrumental in developing test proctoring methods, executive management level reporting tools and timeline trending to ensure checklists were compeleted within 90 days of new hire orientation.Developed KPI analysis and metric reporting tools for ISET escalated event handling. Assisted in managing handle time and queue volume at the individual level resulting in lowest team average observed in an approximate two year period.Misc. Other Duties:* Built, QA'ed, and uploaded client device asset details for event enrichment (asset management SME)* Reviewed all executed contracts for new and amended services, updated to tracking tools and met with customer facing Operations teammates to ensure continued effort in completing implementation goals* Researched and updated SIC codes to database for backlog of existing clients and each new following* Assisted Marketing and Security Engineering Research Teammate (SERT) with submitting monthly industry security trends into database for client review in the [Enterprise] Information Security Report (ISR)* Implemented and maintained tracking tools for vendor and partner LTA procurement and deployment* SME on contract scope interpretation and implemented service metrics* Client PM to select customers where requested

Duties included driving production, analyzing production trends, meeting company and client compliance expectations, increasing performance levels through motivating and coaching, and ultimately ensuring that my portfolio remained top among our competitors.Management career began March 2008 in Communications Services where I lead collections focused on landlines, commercial contracts, and mobile contracts.Moved to Financial Services, Deceased Care in September 2010. On joining the department, lead my portfolio to acheiving a record $1,000,000 in gross collections and improved QA scores by 25%.In December 2011 transitioned to Financial Services, 3rd Party Bank Card where much focus was on learning and bettering cash posting processes, increasing production through team building, and sharpening communication skills through daily client interactions.

The main objective as a 3rd party Recovery Specialist at Omnium Worldwide was to collect debts incurred by consumers for various clients. My department specifically focused on the telecommunications industry. I held the position of a Recovery Specialist II for clients such as Qwest, AT&T, and Verizon in both a residential and commercial recovery setting. I excelled in this position due to my recognizably sharp negotiation skills and my ability to stay calm and focused with consumers of varying temperaments. Regularly achieved client and company awards assisted me in standing out in the organization and furthering my career in the accounts receivable industry.

Education record

Education record