Yyyyyy x. yyyyyy

Management Professional

Team-Building & Leadership ~ Customer Service ~ Policy & Procedure Development

Mentoring & Training ~ Relationship-Building ~ Incident Response ~ Problem Resolution

         Vast technical acumen spans information security, networking, email delivery, anti-abuse/anti-spam management, AUP (acceptable use policy) enforcement, malware prevention and detection, internet security, spam analysis, log file analysis, and internet-related fraud.

         Demonstrate outstanding troubleshooting skills in leading internet, computer and cybercrime investigations.

         Sound ability to understand and translate highly technical information into straightforward concepts.

         Administered extensive formal training throughout career with an emphasis in vulnerability & threat management.

         Excel at seamlessly interfacing with key stakeholders to propel forward-moving efforts across multiple initiatives concurrently.

         Adept at managing and motivating teams to complete projects within stringent budgets and rigid schedules.

         Six-time winner of Synergy Award at Cox Communications as a result of major contributions to company success.

         Played a pivotal role in Cox being awarded and recognized at 2016 CSO50 for Customer Service Initiative .

         Presented with Best Speaker Award at IEEE Committee on Communications Quality and Reliability workshop.

         Featured speaker at numerous industry events including Interpol, EWI s Cyber Security Summit, Microsoft Digital Crimes Consortium, IEEE and Insight 2015.

         Fostered, nurtured and maintained highly cooperative relationships with FBI, Homeland Security, CERT, Interpol, NCMEC, ISPs, ESPs, and Blacklist/Anti-Spam companies to streamline data distribution and company efficiency.

Cox Communications 1991 to 2016

Senior Manager, Customer Safety & Anti-Abuse 2009 to 2016

         Promoted to senior role based on exceptional performance and tasked with researching, reporting on and thwarting abuse incidents.

         Aligned, mobilized and supervised team of engineers and researchers in mitigating AUP violations such as spam, hacking and malware, and proficiently managed firewall devices and IDS/IPS sensors.

         Standardized and implemented methods and procedures for daily operations including customer support.

         Assembled residential and commercial customer best practice guides to promote email, browsing, and internet safety.

         Proactively joined forces with federal and international law enforcement, ISPs and internet researchers to dismantle botnets, spam sources and other criminal activities. 

         Configured and monitored feedback loops for internal and external customer mail servers to circumvent email delivery challenges.

Continued

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         Applied significant leadership talents to coach, engage and develop team members in areas such as technical troubleshooting, customer service and new applications.

         Championed design and delivery of bi-weekly security training for new employees to ensure consistent attainment of corporate security goals.

         Resourcefully evaluated and automated several processes to boost daily productivity.

         Constructed and executed strategies for malware and virus remediation and prevention across five million customers as well as internal network space.

Manager, Incident Response Command Center 2013 to 2015

         Concurrently as Senior Manager of Customer Safety, governed Network Security Incident Command Center by establishing best practices, playbooks, and rules to identify and alert on suspected security/PCI issues.

         Investigated and reviewed network health or abnormalities each day to identify potential issues and implemented improvements based on findings and compliance requirements.

         Prepared and distributed executive communications during and after incidents and provided strategic recommendations to senior leadership to reduce future risk.

         Collaboratively produced and facilitated comprehensive testing and training program on social engineering awareness to drastically reduce manipulation (e.g. phishing) by intrusion hackers.

Senior Abuse Engineer 2003 to 2009

         Merged tenacity and technical savvy to remove and maintain IPs from blacklists such as Spamhaus, maintain SenderBase ranking and volume, and enforce AUP across entire customer base.

         Assessed and rapidly rectified network abuse problems including compromised computers/servers, spam, and malware.

Senior Technical Support Lead Business Services 1999 to 2003

         Spearheaded configuration, maintenance and troubleshooting of local DNS servers, Juniper and Cisco routers, and FiberLink and Allied Telesyn switches.

         Analyzed, diagnosed and swiftly resolved customer issues related to internet connectivity.

         Orchestrated Cox Business bulk mailings while overseeing and implementing security and abuse policies.

         Project-managed procurement, maintenance and coordination of IP addresses for Commercial Data Services through American Registry for Internet Numbers (ARIN).

High-Speed Data Technician 1997 to 1999

         Installed high-speed internet for customers and performed service calls to troubleshoot and resolve issues.

         Trained, mentored and instructed PC technicians on installation and troubleshooting of service and computer support.

Marketing Coordinator 1995 to 1997

         Promoted from initial role as Customer Service Representative II to steer process and strategy development for company s launch of high-speed data service.

         Organized delivery of high-impact training and promotional data to customer service and sales personnel.

         Formulated and administered motivating yet cost-effective sales compensation plan for residential video and data sales team.

Microsoft Office Suite, FireEye, SolarWinds IP Access Management, Cisco, Juniper, Riskminder, Remedy, ISS, Exchange, Qualys, Nmap, FiberLink, Sysinternals, ArcSight Logger