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Mission Statement
Mission Statement
At Coach T's Consulting, our mission is to empower businesses, employees, and practitioners to protect themselves against cyber threats. We achieve this through expert consultation and implementation of Attack Surface Management, EDR, SIEM, SOC Process/Playbook, and Security Team Building solutions. Our goal is to provide clients with a holistic approach to security, combining advanced technology with proven processes to ensure comprehensive protection against threats to their digital assets. We are dedicated to helping businesses and teams of all sizes establish a secure and resilient security posture that enables them to thrive in the digital age.
Experience:
Experience:
Attack Surface Management
Attack Surface Management
Sevco Security
As the first technical hire for the Customer Success team at Sevco Security, I established processes and executed the technical team's growth plan. My responsibilities included configuring, implementing, and providing security consulting within the Sevco platform through training, hands-on exercises, and understanding use-cases.
I effectively managed stakeholder relationships with key customer accounts, ensuring positive interactions for customer success. Utilizing technical data analytics, I monitored, identified, and managed trends in customer usage, mitigated risks, and capitalized on improvement opportunities such as source configuration monitoring, user experience analysis, and customer feedback.
During my tenure, I have developed valuable business processes like root cause analysis, customer status pages, Technical Account Manager Playbooks, and Joint Success Plans. I implemented continuous monitoring through query optimization, tagging techniques, and alert subscriptions.
Additionally, I provide Level 1 and Level 2 triage for customer support through interactive chats, web meetings, ticket handling, and engineering escalation. I have created and implemented the Zendesk ticketing platform and workflows, which helped streamline customer support.
To ensure continuous trending and analysis of customer growth and footprint, I implemented the first health check with metrics. Lastly, I contributed to product development through user feedback initiatives.
Digital Shadows
Digital Shadows
I captured and maintained critical information from clients to optimize their experience and identified opportunities to add value to their existing processes. I served as the product subject matter expert and provided best practice advice on using threat intelligence across client teams. Additionally, I created implementation plans for technology integrations and constructed success plans that included goals, milestones, and deliverables while considering potential risks.
I captured and maintained critical information from clients to optimize their experience and identified opportunities to add value to their existing processes. I served as the product subject matter expert and provided best practice advice on using threat intelligence across client teams. Additionally, I created implementation plans for technology integrations and constructed success plans that included goals, milestones, and deliverables while considering potential risks.
I worked closely with clients during beta and UAT testing and early adopter deployments and contributed to the best practice library and colleague development. As a customer advocate, I ensured that the voice of the customer was heard by other teams within Digital Shadows, and I helped drive the adoption of technical integrations with client systems.
I worked closely with clients during beta and UAT testing and early adopter deployments and contributed to the best practice library and colleague development. As a customer advocate, I ensured that the voice of the customer was heard by other teams within Digital Shadows, and I helped drive the adoption of technical integrations with client systems.
My role required exceptional sales strategy, go-to-market strategy, application security, vulnerability management, cloud security, and cyber-security skills.
My role required exceptional sales strategy, go-to-market strategy, application security, vulnerability management, cloud security, and cyber-security skills.
SIEM
SIEM
Devo Inc.
Devo Inc.
As Director of Services at Devo from Feb 2022 to Jul 2022, I was responsible for building and scaling delivery, implementation, and security consulting services. I led a multi-disciplinary group of professionals to help customers quickly onboard and get measurable business value out of the Devo platform. During my tenure, I directed a team of 8+ direct reports and developed and managed the execution of detailed project plans for the implementation, upgrade, and customization of the Devo platform to meet/exceed customer requirements. I was responsible for driving project execution to ensure on-time delivery and customer satisfaction.
As Director of Services at Devo from Feb 2022 to Jul 2022, I was responsible for building and scaling delivery, implementation, and security consulting services. I led a multi-disciplinary group of professionals to help customers quickly onboard and get measurable business value out of the Devo platform. During my tenure, I directed a team of 8+ direct reports and developed and managed the execution of detailed project plans for the implementation, upgrade, and customization of the Devo platform to meet/exceed customer requirements. I was responsible for driving project execution to ensure on-time delivery and customer satisfaction.
Additionally, I identified opportunities to streamline business processes to maximize efficiency and capacity of existing resources. I participated in RFP activities to secure additional business within the Commercial and Federal markets and facilitated cross-functional coordination with presales, professional services, customer success, cloud operations, and customer support. I supported system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.
Additionally, I identified opportunities to streamline business processes to maximize efficiency and capacity of existing resources. I participated in RFP activities to secure additional business within the Commercial and Federal markets and facilitated cross-functional coordination with presales, professional services, customer success, cloud operations, and customer support. I supported system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.
As Manager of Services at Devo from Jun 2021 to Apr 2022, I managed the execution of active projects, overseeing a team of 5+ direct reports. I developed and managed the execution of detailed project plans for the implementation, upgrade, and customization of the Devo platform to meet/exceed customer requirements. I was responsible for driving project execution to ensure on-time delivery and customer satisfaction. I identified opportunities to streamline business processes to maximize efficiency and capacity of existing resources.
As Manager of Services at Devo from Jun 2021 to Apr 2022, I managed the execution of active projects, overseeing a team of 5+ direct reports. I developed and managed the execution of detailed project plans for the implementation, upgrade, and customization of the Devo platform to meet/exceed customer requirements. I was responsible for driving project execution to ensure on-time delivery and customer satisfaction. I identified opportunities to streamline business processes to maximize efficiency and capacity of existing resources.
I participated in RFP activities to secure additional business within the Federal market and facilitated cross-functional coordination with presales, professional services, customer success, cloud operations, and customer support. I supported system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.
I participated in RFP activities to secure additional business within the Federal market and facilitated cross-functional coordination with presales, professional services, customer success, cloud operations, and customer support. I supported system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.
My roles at Devo required exceptional sales strategy, go-to-market strategy, application security, vulnerability management, cloud security, and cyber-security skills. I also utilized time management skills to juggle multiple simultaneous priorities and was able to operate at customer locations as needed.
My roles at Devo required exceptional sales strategy, go-to-market strategy, application security, vulnerability management, cloud security, and cyber-security skills. I also utilized time management skills to juggle multiple simultaneous priorities and was able to operate at customer locations as needed.
EDR
EDR
Cybereason
Cybereason
As a Technical Account Manager and Consultant at Cybereason, I managed and maintained professional business relationships with assigned customer accounts. Through regular communication, on-site meetings, and executive briefings, I led and drove the deployment of Cybereason software within customer environments. I provided proactive technical guidance to customers to drive security operations excellence and participated in technical initiatives to ensure the customer became a promoter of Cybereason. In addition, I assessed the technical and security value of customers and acted on any risks uncovered. I drove best practices and minimized the probability of operational issues occurring across our strategic customers. I also tracked and managed any assigned actions for customers and ensured that all assigned customers or potential customers received high-quality support from all departments within the organization. Furthermore, I worked closely with other departments and functions within the organization to ensure clear and concise communication was managed for the customer. I continuously communicated relevant customer information to other departments and ensured that the customer received documented updates in a timely manner. Lastly, I helped customers understand how they can integrate Cybereason into their incident response procedures.
As a Technical Account Manager and Consultant at Cybereason, I managed and maintained professional business relationships with assigned customer accounts. Through regular communication, on-site meetings, and executive briefings, I led and drove the deployment of Cybereason software within customer environments. I provided proactive technical guidance to customers to drive security operations excellence and participated in technical initiatives to ensure the customer became a promoter of Cybereason. In addition, I assessed the technical and security value of customers and acted on any risks uncovered. I drove best practices and minimized the probability of operational issues occurring across our strategic customers. I also tracked and managed any assigned actions for customers and ensured that all assigned customers or potential customers received high-quality support from all departments within the organization. Furthermore, I worked closely with other departments and functions within the organization to ensure clear and concise communication was managed for the customer. I continuously communicated relevant customer information to other departments and ensured that the customer received documented updates in a timely manner. Lastly, I helped customers understand how they can integrate Cybereason into their incident response procedures.
Carbon Black, Inc.
Carbon Black, Inc.
As a Technical Account Manager at Carbon Black, Inc., I provided exceptional customer support to requests for technical support from assigned strategic accounts with Platinum level support. I proactively reviewed the customer dashboard and addressed any open issues. I had a deep understanding of the customer's environment and configuration, was aware of customer migration plans and important times of the year that were critical to their business, and ensured complete upgrade preparedness of the customer's system. I obtained and coordinated Carbon Black product roadmap and release schedules with customers, including new features relevant to their environment. I contributed feedback to PM/Development on product improvements to enhance supportability based on customer experience. I educated Platinum customers on operational and organizational aspects of the support process, worked with the Account Manager/CS team on any potential new and add-on opportunities within accounts, and communicated effectively at both the executive and technical level to ensure consistent messaging and appropriate escalation. I worked with the escalation coordinator to set priorities and establish a technical health plan for open defects and escalated issues. Furthermore, I improved the customer's technical expertise on the product through promoting the UeX community, certification programs, and relevant training. I regularly participated in cadence meetings to review open cases, set priority, and ensure solutions were in line with customer deadlines. Lastly, I attended QBR meetings with the Account Manager to ensure the customer was in a renewable state.
As a Technical Account Manager at Carbon Black, Inc., I provided exceptional customer support to requests for technical support from assigned strategic accounts with Platinum level support. I proactively reviewed the customer dashboard and addressed any open issues. I had a deep understanding of the customer's environment and configuration, was aware of customer migration plans and important times of the year that were critical to their business, and ensured complete upgrade preparedness of the customer's system. I obtained and coordinated Carbon Black product roadmap and release schedules with customers, including new features relevant to their environment. I contributed feedback to PM/Development on product improvements to enhance supportability based on customer experience. I educated Platinum customers on operational and organizational aspects of the support process, worked with the Account Manager/CS team on any potential new and add-on opportunities within accounts, and communicated effectively at both the executive and technical level to ensure consistent messaging and appropriate escalation. I worked with the escalation coordinator to set priorities and establish a technical health plan for open defects and escalated issues. Furthermore, I improved the customer's technical expertise on the product through promoting the UeX community, certification programs, and relevant training. I regularly participated in cadence meetings to review open cases, set priority, and ensure solutions were in line with customer deadlines. Lastly, I attended QBR meetings with the Account Manager to ensure the customer was in a renewable state.
Carbon Black, Inc.
Carbon Black, Inc.
As a Technical Support Engineer at Carbon Black, Inc., I provided exceptional customer service while responding to phone, email, and online requests for technical support. I represented the customer to ensure serviceability and product quality issues were being tracked, prioritized, resolved, and incorporated into the product release cycle. I assisted customers in the installation and deployment of Carbon Black's Enterprise Response and Protect software. I tracked and monitored assigned support cases to ensure timely resolution and follow-up. I clearly identified, documented, and found solutions for customer issues and product problems. I escalated critical customer situations to the appropriate level of leadership and engineering management. I communicated technical issues and solutions to the engineering, QA, sales, and support teams, as an advocate for the customer and provide updates on a cadenced basis back to the customer.
As a Technical Support Engineer at Carbon Black, Inc., I provided exceptional customer service while responding to phone, email, and online requests for technical support. I represented the customer to ensure serviceability and product quality issues were being tracked, prioritized, resolved, and incorporated into the product release cycle. I assisted customers in the installation and deployment of Carbon Black's Enterprise Response and Protect software. I tracked and monitored assigned support cases to ensure timely resolution and follow-up. I clearly identified, documented, and found solutions for customer issues and product problems. I escalated critical customer situations to the appropriate level of leadership and engineering management. I communicated technical issues and solutions to the engineering, QA, sales, and support teams, as an advocate for the customer and provide updates on a cadenced basis back to the customer.
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