Scott (Sal) Linscheid Email & Phone Number

Keller, Tx, Us

Irving, Texas, United States

Irving, Texas, United States

As a Supervisor in the Security Operations and Response group, I lead a team of skilled cybersecurity professionals in detecting and defending against attacks within a 24x7 Cybersecurity Operations Center (CSOC). In this role, we ensure the CSOC is consistently operated in a professional manner while leading “Blue Team” efforts in network monitoring, detection, and mitigation.

Dallas/Fort Worth Area

- Responsible for the delivery of Managed Security Services to NTT Ltd.’s clients. Includes primary responsibility for client satisfaction and engagement with a focus on achieving business targets for growth and service excellence.- Own client escalations and major incidents, including the communication of such events and resolutions to both internal and external stakeholders.

Irving, Tx

The University of Dallas is an established Center of Academic Excellence in Cybersecurity (CAE-C) for Cyber Defense (CD), and has been designated by the National Security Agency (NSA) as a CAE since 2003. The M.S. in Cybersecurity program of study is designed to offer students a real world cybersecurity education taught by experienced industry professionals. The cybersecurity master’s program dives into the critical topics facing organizations today. The topics include data protection, legal and compliance, programming, operational and strategic cybersecurity management, penetration testing and digital forensics.

225 E. John Carpenter Fwy, Suite 1500, Irving, Tx 75062

Securing Your Journey to the Cloudhttp://www.trendmicro.com

Irving, Tx

As a Senior Technical Account Manager (TAM) I served as a trusted business advisor to 3 of Microsoft's top-tier (Fortune 500) Premier Support customers. I provided quality Service Delivery Management and guidance around the operation and optimization of their IT infrastructure as well as drove the implementation of new services and solutions that align with business goals. By maintaining a long-term customer relationship, I gained an understanding of the IT organization’s impact on the overall business, what their goals and pain points are. This enabled me to create a Service Delivery Plan for helping my accounts achieve operational success with Microsoft services and solutions.

Irving, Tx

The Critical Situation (CritSit) Management and Escalation Team (CMET) owns the overall CritSit Process. CritSits are business critical situations escalated by Microsoft’s highest priority Premier customer segment. Some examples of Premier customers include government, financial, Partner IT, and fortune 500-1000 companies.I was responsible for managing an international team of Crisis Managers who manage Critical Situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all stakeholders involved.

Irving, Tx

Moved back to the U.S. after a 2-yr assignment in Bangalore, India to take on the role of Support Escalation Manager within the Customer Service and Support organization.Major accomplishments included:• Created/implemented WIDITI training program (“Watch It, Do It, Teach It”), which enabled us to train all our Engineers without having to pull large numbers of them off the phones at any one time.• Created/implemented the G-SAP (Global SME Accreditation Program), which helps develop Engineers into Subject Matter Experts across a broad range of technologies.• Created/implemented The Expedited Engagement Model (TEEM), which provides quick, easy, and balanced distribution of all in-coming case volume to Engineers. This model helped get support cases owned easily, and customers served quickly.• Served on Training Advisory Board where I was responsible for ensuring all Engineers were fully trained/prepared for key launches. • When manager asked, “How we can help our engineers connect with Microsoft's mission?”, I volunteered to create a video highlighting real stories of how our engineers have delivered on the mission. The final "How EPS Delivers on Microsoft's Mission" video was shared with all engineers. Kevin Turner (COO) referenced this video as a "best practice" in an email he sent out to all 36,000 + employees in his org.• Lead a project team to produce the 2007 Customer Focused Culture (CFC) Learning Event. Feedback from manager: "You volunteered to organize a large event for all support teams in Texas. This was a large undertaking, which took a great deal of planning and time, and the results were very good. Senior Director and CFC sponsor gave you this compliment: Scott did an outstanding job of driving the cross-cluster CFC event. He coordinated well, enlisted help from peers and management. He organized, executed and facilitated the entire thing extremely well. The event and Scott's work exceeded expectations. Great work Scott!"

Bangalore, India

At the beginning of FY05 volunteered to move to Bangalore, India and help ramp up the new India Global Technical Support Site (IGTSC). This was an opportunity for me to take on a big challenge in spite of potential personal hardship and risks. Major accomplishments include:• Leveraged my insight into the requirements of the EPS business to ensure we hired the talent required to be successful. • Stepped in as an interim TM for Performance Team 1, and they immediately reeled off a string of 14 VSats in a row with no Dissats. Demonstrated the CFC traits required to make that happen and in so doing, solidified my credibility with the India GTSC management and the engineering support teams as well. • Assisted with the transition to handling Premier calls, which required a great deal of careful planning and negotiation with the Premier teams. Guided the India GTSC throughout that process ensuring that everyone understood the importance and the sensitivity of this transition to Premier level support. • I assisted in the creation and initial management of the Platforms After-Hours Support (24X7) team at the India GTSC. • Served as an interim Team Manager for numerous teams while waiting for the TM role to be filled.• Served as Customer Satisfaction Lead for the entire Performance specialty at the India GTSC.

Irving, Tx

Major contributions include:• One of my first responsibilities as an Acting Team Manager was that of presenting the 24x7 Platforms After-Hours Support business update to all the EPS managers at the 2004 offsite in Destin, Florida. I was able to deliver a strong presentation that told a solid story of the 24x7 business. • I then moved into a daytime Acting Team Manager role for the Setup Specialty where I managed a team comprised of contract employees. • By focusing our Setup team on providing exceptional customer service and support, we were able to achieve 80% + Very Satisfied Customers. This set the pace in the Setup Specialty overall. • Coordinated the hiring of a whole new set of contingent staff to address the increasing volumes in Setup.

Irving, Tx

While serving as a Support Engineer on the Platforms After-Hours Support (24x7) Team, my role was to support our Enterprise level customers on all Windows Server Components, Systems Management Server and Small Business Server. Major accomplishments include:• Served as a mentor and trainer for the Contingent staff, which would constantly turn over throughout the year. Served as a Windows XP mentor during the launch of that OS. • Delivered training to the team on topics that would help them resolve common issues more quickly. • Would also write Solution Objects and other content that could be leveraged on a larger scale. • Throughout my 5 years as a Support Engineer, I was able to consistently provide our customers and partners with an exceptional support experience.