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Click here or scroll down to respond to this candidateCandidate's Name , CISSP, PMPOmaha, Nebraska, Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLESummaryIT Security and Operations leader with 20+ years of experience with Global Business in Managed Security Service and Compliance, Delivery Governance and Telecommunications. Expertise in building relationships that drive collaboration, execution and delivery of positive results.Employment HistoryNetsurion, Ft Lauderdale, Florida September 2021 - PresentVice President of Client Delivery and OperationsEnsure customers/partners are thoroughly versed on solution capabilities and how theservices are delivered to ensure expectations are met and solutions are optimallyutilized.Empower customers/partners as needed so that they may operate proactively andeffectively in the consumption of services and product output.General concierge and customer relationship management. Primary feedback entitybetween customers and organization. Driver of customer satisfaction and highlyresponsible for retention.CHURN Management establish key metrics to monitor and manage customer, Churn,and take appropriate corrective action to mitigate loss due to Churn.Adopt and improve CSAT programsKnowledge and understanding of Software Incident Event Management, SIEM, threatprotection and cybersecurity.Maintain technical expertise in company products and services.Manage and Train CPQ requirements and software for presale team members and architects.Strong technical acumen able to understand customer network topology as it relates toNetsurion products and servicesNTT Global Security, Omaha, Nebraska February 2015 August 2021Manager Operations Technical Service DeliveryManaging a team of 15 Technical Service Delivery Managers serving over 300 MSSP global clientsAdminister and Implement delivery of Security Risk Assessments and mitigation.Direct Incident Response Plans, Recovery and Port Mortem for stakeholder reviewImplement and Manage Client policies and procedures environment to conform to ITSM, ISO27001 standards, and Global PracticesNegotiate Security Contracts and amendments for local, state, and global regulations.Direct all aspects phases of vendor activity including selection, budget and quality delivery.Consulting/Leading Tabletop assessments (HIPPA) with Global Healthcare systemsDirectly responsible SOC II Compliance and FFEIC regulation assessment for U.S Banking clients.Partnering with Global Sales Directors on contract renewals and upsells.Management of Implementation and Onboarding of global clientele. KPI measurements of Book to Revenue generation.Developing collaborative relationships with internal teams to deliver solutions to complex technical issuesTraining and continuing education of the Service Delivery Team.Providing follow the sun executive level escalation and issue resolution support for global customer base.Creation and measurement calculation Service Level and Operation Level agreementsATT, Omaha, Nebraska October 2000 - February 2015Service Delivery Global Project Area Manager and Executive Escalation ManagerLead Project Manager on Virtual CISO implementation which sold a little over 10 million dollars in 2018Developed a strategic implementation for our brand partners that install networks over a 6-month period generating 75 million revenue.Managed a team of developers project managing NET development. Tracked successful software for auditing and complianceLed implementation of Business Continuity Plans and Disaster Recovery exercises and plans.Trained Global Delivery teams on GDPR.Lead Implementation Team for Client Service outsourcing of Call Center fiber optic provisioning to India and Philippines.24/7 on call escalation coordination for missed installs and service outages.Responsible for monthly reporting cadence of outage to resolution MTR.Provided on going coaching and management to regional Incident response teams.Certifications, Skills & EducationCISSP, GSEC, ITIL v4PMP, MIS, Six Sigma (Black)CPQ CertifiedSplunk EnterpriseNERC CIP/HIPAA/NIST/ISO27001 ComplianceBPO (NearShoring/OffShoring)ITAR (Export/Import)Bachelor of Arts & Science & MS Complex Systems, University of Michigan Ann Arbor, MIDoctoral Degree in Complex Systems and Applications, University of Michigan Ann Arbor, MI |
