Lead the development and implementation of security policies and procedures to safeguard the Digital University application and its data.Collaborate with developers, architects, and DevOps teams to integrate security into CI/CD pipelines.Conduct regular vulnerability assessments, penetration testing, and risk analysis to identify and mitigate potential security threats.Ensure compliance with DoD regulations and industry standards, including NIST and FISMA.Provide guidance and mentorship to junior security team members and contribute to the organization's security strategy.Stay updated on the latest cybersecurity trends and technologies to proactively address emerging threats.

Career Development:Collaborate with clients to define their career goals and aspirations.Offer guidance on resume building, interview preparation, and job search strategies.Develop customized career plans to help clients achieve their desired career paths.Coaching and Personal Development:Provide one-on-one coaching sessions to assist clients in overcoming challenges and reaching their full potential.Offer support and motivation to help individuals discover their passions and pursue meaningful endeavors.Facilitate personal growth and self-awareness through coaching techniques.

Responsible for day to day management of Technical Support, Implementation, Knowledge Management, and Cloud Operations monitoring.Develop and execute a comprehensive customer operations strategy and playbook, and continue to evolve that as the organization continues to scale to support global 24x7 operations.Identify opportunities for improving customer experience, operational efficiency, and cost-effectiveness while integrating onboarding, helpdesk, and knowledge management solutions.Analyze existing customer onboarding, knowledge management, and helpdesk processes to identify areas for optimization and automation.Collaborate with other department leaders across growth, operations, and product to align customer operations strategies with broader business goals.Build a distributed team to support multiple deployments of the platform across regions.Prepare regular reports and presentations for the executive team, highlighting KPIs and actionable insights related to customer operations.Stay informed about industry trends to recommend innovative changes and solutions.

• Responsible for implementation, configuration and security consulting within the Sevco platform through training, hands-on exercises, and use-case understanding.• Manage and maintain a professional business relationship with assigned customer accounts to ensure a positive customer success interaction• Utilized technical data analytics to monitor, identify, and manage trends in customer usage, mitigate risks, and capitalize on presented opportunities for improvement.• Developed and introduced valuable business practices, such as Root Cause Analysis, Status page, Technical Account Manager Playbook, and Joint Success Plans, used to support and expedite departmental decision-making.• Development of continuous monitoring through query optimization, tagging techniques, and alert subscriptions• Provide Level 1 and Level 2 triage for customer support through interactive chats, web meetings, and ticket handling• Created and implemented ticketing platform and workflows• Implemented health check with metrics for long-term understanding of customer growth and footprint• Helped drive product initiatives and user feedback to Product and Engineering teams for steering and feature development

• Responsible for building and scaling delivery, implementation and security consulting services. Leading a multi-disciplinary group of professionals to help customers quickly onboard and get measurable business value out of the Devo platform.• Directing a team of 8+ direct reports• Develops and manages the execution of detailed project plans for the implementation, upgrade, and customization of the Devo platform to meet/exceed customer requirements.• Responsible for driving project execution to ensure on-time delivery and customer satisfaction.• Identify opportunities to streamline business process to maximize efficiency and capacity of existing resources.• Participate in RFP activities to secure additional business within the Commercial and Federal market• Facilitating cross-functional coordination with presales, professional services, customer success, cloud operations and customer support.• Support system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.• Develops and delivers project status reports for senior management. • Utilize time management skills to juggle multiple simultaneous priorities• Attended and valued engagements by participating in pre-sales scoping calls and coordinating delivery efforts during POCs, trials, and production cutovers• Participated in capacity planning, resource allocation, and budgeting efforts

• Responsible for managing the execution of active projects.• Managing a team of 5+ direct reports• Develops and manages the execution of detailed project plans for the implementation, upgrade and customization of the Devo platform to meet/exceed customer requirements.• Responsible for driving project execution to ensure on-time delivery and customer satisfaction.• Identify opportunities to streamline business process to maximize efficiency and capacity of existing resources.• Participate in RFP activities to secure additional business within the Federal market• Facilitating cross-functional coordination with presales, professional services, customer success, cloud operations and customer support.• Support system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.• Develops and delivers project status reports for senior management. • Utilize time management skills to juggle multiple simultaneous priorities• Must be able to operate at the customer’s locations as needed.

• Provide post sale support to the Digital Shadows customers, in collaboration with Regional Sales Managers, and Customer Success Managers. • Assist in onboarding, playbooks and integrations.• Manage the Client Solutions Team made up of diverse technical, educational, and professional backgrounds.• Be data-driven able to track and report on agreed upon KPI’s with a focus on providing exceptional customer experience.• Work with primary stakeholders during escalations for at-risk customers and manage high-volume intervals in a startup atmosphere, doing whatever it takes to exceed customer expectations.• Document key product learnings and relevant details to support the team’s successful interactions with their customers. • Adding technical overlay when needed by CSMs to explain new features, functionality and collections while also creating a feedback loop with other internal stakeholders and leadership.• Continuously improve the team’s skills and competencies through work experience, regular 1x1 meetings, clear goal setting and training.• Act as a mentor to the team members and coach to ensure they work efficiently and accurately in a professional manner, with an emphasis on a culture which fosters a customer first attitude.• Have the ability to weigh urgency and priority, escalating as needed through the proper channels. • Act as the customer advocate while maintaining customer confidentiality and security regarding our customers’ accounts.• Complete team performance evaluations and identify opportunities for growth or improvement.

● Capture and maintain the information we need from clients to optimize service for them● Identify opportunities to add value to existing client process and work with clients to capturemore value.● Provide best practice advice on using threat intelligence across client teams● Create implementation plans for integration with technology partners● Construct success plans including goals, scope, milestones and deliverables, workbreakdown structure and risks● Participate in beta and UAT testing and early adopter deployments● Serve as the product subject matter experts for clients● Provide voice-of-the-customer to other teams within Digital Shadows● Adoption of technical integrations with client systems● Contribution to best practice library and colleague development

• Manage and maintain a professional business relationship with assigned customer accounts through regular communication, on-site meetings and executive briefings.• Lead and drive deployment of the Cybereason software within the customer’s environment• Provide proactive technical guidance to customers to drive security operations excellence• Participate in & if required lead any Technical Initiatives to ensure the customer is a promoter of Cybereason• Understand & assess the Technical & Security Value of the customer and act on any risks uncovered• Drive best practices and minimize the probability of operational issues occurring across our strategic customers• Track & manage any assigned actions for the customer and ensure that all assigned customers or potential customers receive high quality support from all departments within the organization.• Work closely with other departments & functions within the organization to ensure that clear and concise communication is managed for the customer.• Ensure that relevant customer information is continuously communicated to other departments, and ensure that the customer receives documented updates in a timely manner.• Help customers understand how they can integrate Cybereason into their incident response procedures

Post-Sales face of Cybereason, responsible for providing technical guidance, product configuration, UI and investigation training, implementation support, and project management.

● Provide exceptional customer support to requests for technical support from assignedstrategic accounts with Platinum level support● Proactively review the customer dashboard and address any open issues● Deep understanding of the customers environment and configuration● Aware of customer migration plans and important times of the year that are critical to theirbusiness● Complete upgrade preparedness of the customer's system● Obtain and coordinate Carbon Black product roadmap and release schedule with customers,including new features relevant to their environment.● Contribute to feedback to PM/Development on product improvements to enhancesupportability based on customer experience● Educate Platinum customers on operational and organizational aspects of the supportprocess● Works with Account Manager/CS team on any potential new and add-on opportunitieswithin accounts● Communicates effectively at both the executive and technical level to ensure consistentmessaging and appropriate escalation● Work with escalation coordinator to set priorities and establish a technical health plan foropen defects and escalated issues.● Improve the customer's technical expertise on the product through promoting the UeXcommunity, certification programs and relevant training● Regular cadence meetings to review open cases, set priority and ensure solutions are in linewith customer deadlines● Attend QBR meetings with Account Manager to ensure the customer is in a renewable state● Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion,Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming● Other projects as assigned

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle• Assist customers in the installation and deployment of Carbon Black’s Enterprise Response and Protect software.• Track and monitor assigned support cases to ensure timely resolution and follow-up• Clearly identify, document, and find solutions for customer issues and product problems• Escalate critical customer situations to the appropriate level of management and engineering expertise• Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base• Contribute to documentation, knowledgebase article library and customer forums• Participate in a variety of team projects to ensure data integrity and usefulness of the knowledgebase• Taking ownership of some customer reach out and follow up campaigns• Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle• Assist customers in the installation and deployment of Carbon Black’s Enterprise Response and Protect software.• Track and monitor assigned support cases to ensure timely resolution and follow-up• Clearly identify, document, and find solutions for customer issues and product problems• Escalate critical customer situations to the appropriate level of management and engineering expertise• Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base• Contribute to documentation, knowledgebase article library and customer forums• Participate in a variety of team projects to ensure data integrity and usefulness of the knowledgebase• Taking ownership of some customer reach out and follow up campaigns• Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming

• Performed system administrator duties on Linux, Unix, and Windows operating systems• Monitored networking tools for proactive issues• Responsible for vendor escalation with Cisco, EMC, VMware, HP, and Dell products• Created Active Directory accounts• Responsible for end user support• Provided proactive monitoring on operating system level• Maintained daily reports through powershell scripts on VMware and Exchange environments• Created documentation on simple troubleshooting steps• Responsible for troubleshooting Cisco Switches• Responsible for troubleshooting EMC, Synology, Drobo, and Dell storage• Responsible for troubleshooting VMware• Responsible for deploying Virtual Machines• Responsible for developing strategic plans on growth of virtual infrastructure• Responsible for troubleshooting physical servers• Responsible for troubleshooting Linux FTP server on end user and availability level• Performed hardware upgrades, operating system compatibility• Ensured the second & third level service desk for our end users• Responsible for standard as well as non-standard software deployment• Software compatibility troubleshooting• Performed System Administration tasks (Adds, Moves, Changes) for the Office Support infrastructure• User administration (Active Directory/Remedy)• User access administration (File shares/Terminal Servers/Group Policy implementation)• Network printing (Installing printers/drivers)• Determined root cause and solutions for server issues • Built servers according to application and deployment needs

• Monitored networking tools for proactive issues• Responsible for vendor escalation with Cisco, EMC, VMware, and Citrix products• Created Active Directory accounts• Administrated Office365 environment• Deployed Office365 sharepoint sites• Maintained Office365 sharepoint environment• Responsible for end user support• Provided proactive monitoring on operating system level• Opened proactive tickets for customers through pre-defined conditions• Provided customer with daily updates on open tickets• Worked with PRTG and Vistara monitoring tool to ensure systems availability• Maintained daily reports through powershell scripts on VMware, Exchange, and Citrix environments• Monitored storage environment by inventorying systems daily• Established procedures on proactive checks to ensure customer systems were up to date and within supported standards• Handled Severity 1, 2, and 3 tickets that customers requested• Utilized Salesforce ticketing system• Handled customer requested specific changes• Initiated calls to ISP’s for outage escalation• Established over night procedures at the commencement of 24*5 schedule• Established improvement processes on daily procedures• Trained Jr. Engineers on technologies• Worked with Senior Engineers on escalated issues• Created documentation on simple troubleshooting steps• Responsible for troubleshooting Citrix XenApp, XenDesktop, Provisioning service, and Netscalers• Responsible for troubleshooting Cisco UCS and Switches• Responsible for troubleshooting EMC storage• Responsible for troubleshooting VMware

Provided support for back office administratorsResponsible for interfacing with third party application supplier or supportCreated SAP user accountsResponsible for support of Office 2013 software, iPhone/iPad support, and Microsoft tablet support, ADP, FAS, TAS2001, SAP connections, INI files, Remote Desktop Connections, AS400, DropBox, Microsoft Lync, Skydrive, Utilized Data Protector and Symantec Back Up Exec to perform back upsPerformed hardware upgrades, operating system compatibilityEnsured the first & second level service desk for our Clients in North America as a member of the Business Support TeamResponded with diligence to questions, requests and client issuesBuilt new computers for deployment to usersResponsible for User Data migrationIn depth experience in Data recovery as well as E-mail archivingResponsible for standard as well as non-standard software deploymentResponsible for Mobile device deploymentIn charge of keeping track of Asset inventory as well as Asset purchasing and Asset removalResponsible for Hardware troubleshooting and replacementSoftware compatibility troubleshootingCreated shared files and foldersSharepoint 2007 and 2010 support and deploymentPerformed System Administration tasks (Adds, Moves, Changes) for the Office Support infrastructureUser administration (Active Directory/Remedy)User access administration (File shares/Terminal Servers/Group Policy implementation)Network printing (Installing printers/drivers)Remote Access and Internet Access administration (Umicore VPN software and Vasco hardware)Responsible for Timekeeping Maintenance loading organizational codesSupported Application Installations and maintained the Office Support infrastructure for the North American regionWAN / LAN network (Network connectivity/Access)Worked within a Windows Server environment with Windows/Office Workstations Internet / Intranet accessLocal applications and application client interfaces

Maintained on site Team Lead dutiesCreated CD's and boot disk for supported accounts as neededAssisted SA with specific tasks per the defined processShutting down servers, drive erasures and disconnecting network and fiber cablesAssists SA’s working remotely with reboot requestsInitiate build process by loading OS with specific system requirementsConfirm OS has loaded successfully and on the networkConfirm network connectivityAssist SA with problem determination and verification processConfigure IMM’s and ILO’sParticipate in Problem Determination/Problem Source IdentificationLoad, Verify and confirm system defect dataReplace hot swappable componentsAssist with Inventory requestConfigure server hardware changesInstalled and changed components such as SAS, HBA adapter, and Ethernet Ports

Supervised a team of seven employees throughout their daily operations, training and workloadsManaged employees in the Network Support Division ensuring all problems and issues were remediedPerformed system administrator duties on Linux, Unix, and Windows operating systemsMaintained an inventory of over 200 assets valued in excess of $200K and managed an annual budget of $30KManaged the purchase of new and replacement partsProvided customer service support to over 800 end users working on Unix and Linux OS.Performed maintenance on desktops, laptops and associated peripheralsSupported all logistical servers and programs that led to 99.1% uptime for usersPlanned, executed, and supervised network development and implementation projectsCreated network diagrams for tactical deployable assetsCreated network and telephone topological maps for buildings and areas of responsibilityImplemented and taught monthly technical training classesTerminated and repaired Fiber Optic, Cat5E and telephone cables and networksDetermined root cause and solutions for server issues Various Unix, Windows, and Linux analysis and administration duties through daily checks, weekly checks, and monthly checksBuild servers according to application and deployment needsMonitor backups running in VEAM and NT BackupVerify integrity of backupsHourly monitoring of performance on Windows, Linux, and Unix servers