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Network Power<100 people
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Marketing
✔️100%
IT
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United States
Work Background
ResilienceRisk Engineer
Mar. 2024Chicago, Illinois, United States
McDonald'sGlobal Endpoint Security Service Manager
Aug. 2022 - Mar. 2024Chicago, Illinois, United States• Managed deployment of SentinelOne Endpoint Detection Response cybersecurity solution as part of the Global Technology Risk Management’s cybersecurity service engineering organization, securing over 220K corporate and restaurant endpoints in 119 countries worldwide • Managed $2 million dollar service budget, including technical support resource allocation, to reduce costs of market-level security operations • Collaborated with McDonald’s senior legal counsel to complete 3rd party data privacy assessments via OneTrust and identify gaps in GDPR compliance, addressing enduser privacy concerns without compromising endpoint security functionality • Effectively coordinated communication between internal and external stakeholders during live incident response, as part of 24x7x365 global escalation coverage • Worked cross-functionally with solution architecture to complete AWS integrations with SentinelOne, improving threat visibility of critical infrastructure • Increased beta testing program participation globally by 60% from Q1 to Q3 2023 • Facilitated quarterly product training sessions as endpoint security Subject Matter Expert, targeting market CIOs and SOC teams to illustrate the product's threat containment capabilities and reduce annual support ticket escalations by 15% in FY23
VMwareSenior Support Escalations Manager
Jan. 2020 - Jan. 2022Chicago, Illinois, United States• Used escalation protocol to manage enterprise customer accounts actively mitigating security incidents with Carbon Black NGAV • Collaborated closely with engineering problem management and executive leadership to implement long-term solutions and preventive measures for Platinum-tier customers • Effectively translated customer feedback and concerns into actionable insights to mobilize tangible product and support experience enhancements while maintaining adherence to service level agreements (SLAs)
ArityLead, Customer Success
Jan. 2018 - Jan. 2020Chicago, Illinois, United States• Identified and reported on customer impact trends using Salesforce and Tableau, collaborating with data science and software engineering teams to develop product strategy and operationalize proactive support measures • Achieved 0% customer churn rate YOY
GoHealthSoftware Application Analyst
Jan. 2016 - Jan. 2018Chicago, IL• Performed troubleshooting and log file analysis to resolve and analyze root cause on technical healthcare issues regarding HIPAA compliance • Used agile Scrum practices to manage sprint and epic backlogs in JIRA
GoogleTechnical Support Specialist
Jan. 2015 - Jan. 2016Chicago, Illinois• Delivered advanced technical support and troubleshooting for Google Analytics, Google Tag Manager, Google AdWords, and YouTube Ads for Video to enhance performance for advertisers while maintaining a 98% customer satisfaction rating
• Managed and resolved over 40 technical issues and ad service requests per week from internal sales teams through various channels, including ticketing queue, video chat, phone calls, and in-person clinics
State of IndianaSoftware Developer
Jan. 2015 - Jan. 2015Indianapolis, INCollaborated with business analysts to develop end-user products, collaborated with developers and quality analysts to create and enhance automated test scripts, assisted with Python code testing and debugging, collaborated with other interns on technical documentation, and demonstrated strong independent and teamwork skills with excellent communication abilities.
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