Ontario, Canada
-
BSc. in Computer Science
w/ Software Engineering SpecializationProgram: 4yr BSc. in Computer Science w/Software Engineering Specialization
Attended: Western University
Located: London, Ontario, Canada
Graduated: June 2023
Some Content of Interest:
- Human Computer Interaction
- Project Management
- Object Oriented Software Design
- Java Programming, Networking, Databases
- Advanced Math (Calculus, Algebra, Discrete Math, Graph Theory, etc.)
-
GIAC Security Essentials CertificationThis certification was obtained in Feburary 2013 (now expired)
-
ISC2 SSCP Certification (exp.)This certification was obtained in April 2008 (now expired)
-
CS Automations &
CSM for Strategic AccountsAfter my summer off, I joined Securonix as a CSM then quickly moved into a hybrid role with CS Operations to assist in streamlining the teams workflows
Some Highlights:
- Was the first CSM to be accepted by a particular customer, who had faced some challenges with their past CSMs
- Created multiple automations to assist my CS colleagues, my two favorite being:
- JIRA Tracker – uses JIRA & Google APIs to build a ticket "workbook" to track notes & actions. Was an improved version from my initial process
- Customer email distribution – uses Totango & Google APIs to send customer emails with individualized details & attachments
- Built a powerful account scoring algorithm, which uses factors like the renewal date, customer health, ARR, etc. to prioritize customer accounts without any human bias
- Built a complex usage trend & alerting calculator, which progressively alerts when usage suddenly drops more than X%, has been in slow decline for 3+ periods, etc.
- Built a set of "health scoring" scripts that calculated various account health metrics, based on platform usage, ticket volumes, usage trends, etc.
- Currently have 20 of my processes running on a daily CRON schedule to perform various tasks
- Securonix (Remote)
- Sept 2021 to Present
-
A 6-mth Summer Sabbatical
I opted to leave Anomali so that I could take time for myself and enjoy a summer off. This was also a reward for having paid off my mortgage and being debt-free before my 40th birthday.
To help ensure a smooth transition around that change, for both my colleagues and my customers, I provided a full months notice.
-
Principal Customer Success Manager
The Customer Success and Threat Intelligence arenas were both new to me. I however discovered that all my skills were very applicable and developed very strong customer relationships by providing example API scripts that automated nearly every UI action in the ThreatStream platform, which greatly helped to increase usage efficiency and reduce user click fatigue.
Some Highlights:
- Was trusted to manage the highest-level and most technically demanding customers
- Successfully handled 6 accounts within the Fortune 200, 3 being within the Fortune 20
- Successfully turned multiple high profile accounts around from an "at risk" status to a renewal
- Integrated JIRA, ZenDesk, ServiceCloud and Google Sheets to build a unified "JIRA Tracker"
- Gave customers a direct (and current) view into their pending support cases & feature requests
- Integrated Anomali and Google APIs to automatically build and email customer agendas for CSM calls
- Developed my own mailing list tool, to easily send all my customers news/updates of interest
- Integrated customers with 3rd party partners like Joe Sandbox Cloud, Feedly, the Cyber Threat Alliance
- Regularly helped the Support, Sales, Training, PM and Engineering teams to keep requests on-track
- Anomali (Remote)
- Feb 2018 to Mar 2021
- Was trusted to manage the highest-level and most technically demanding customers
-
Solutions Architect -
Implementation ServicesI traded-in my leadership role to work more directly with the customers, and have a geater impoact towards their success. In this implementation services role, I assisted customers in getting their purchased devices & applications implemented smoothly as well as their users up to speed with custom training plans.
Some Hightlights:
- Was an SME for many products in the Trustwave portfolio, incl. the SIEM, NAC, SWG, WAF, DLP, DbProtect, and Web Application Scanner (Cenzig Hailstorm)
- Supported customers around the world, spending up to 6 continuous weeks on-site for larger projects
- Developed multiple tools to get the most from the products, develop custom reports & metrics, or make the products configurations & maintenance easier
- Trustwave/Singtel
- Mar 2013 to Feb 2018
-
Managing Engineer -
SIEM Device IntegrationsIn this role, I began my cybersecurity career as a SIEM Content Developer, creating event log parsers for the Intellitactics SIEM, and diligently worked my way to Team Lead & then Managing Engineer.
Some Highlights:
- Managed a team of 8 people spread between Canada, Poland and the US
- Interviewed, hired & trained 8 full time team members as well as 10 co-op students
- Was responsible for managing the development and maintenance of all SIEM device integrations (600+)
- Including log parsers, SIEM detection & correlation rules, and custom reporting
- Developed 3 fully-automatic parsing algorithms to effortlessly handle W3C and CEF event formats
- Designed and developed numerous internal tools to simplify daily, repetitive, and complex tasks
- JRegeff - Utility to develop multi-step regular expressions and apply them against sets of data for testing & match analysis
- TaxonoMate - Utility to help classify parsed events with a valid taxonomy type
- MetricMate - Mgmt utility to auto-execute a set of defined MySQL queries, perform data transformations, and display the results
- ISafe - GUI to bring the team tools together into a "single pane of glass"
- Intellitactics/Trustwave
- Oct 2005 to Mar 2013
- Managed a team of 8 people spread between Canada, Poland and the US
- Effectively managed the relationship with multiple Fortune 200+ level accounts, leading to higher adoption, renewals & upsells
- Managed and coordinated a team of 8 across multiple countries and time zones
- Highly creative problem solver, applying critical thinking and common sense to "assess & address" quickly
- Exceedingly high attention to detail with a constant eye towards precision, improvement, and efficiency
- 15+ yrs. developing close-knit customer relationships and ensuring customer satisfaction post-sales
- 15+ yrs. developing API & scripted processes to automate repetitive tasks and improve team efficiency
- 20+ yrs. of software development; using Python, Perl, Java, Powershell, HTML/XML, SQLs (among others)
- 20+ yrs. of log parsing and data manipulation using regular expressions and normalization transforms
- Experienced working with OnPrem or SaaS platforms, as well as with any OS or virtual environments
- Securonix Customer Success "Innovator of the Year" award
- Anomali Customer Success MVP and nomination to Presidents Club
- Invited to join the GIAC/SANS Advisory Board after scoring 95% on the GSEC certification
- 7-time winner of the Trustwave Star Award - peer nominated for going above and beyond