IT Operations
Resume:
Derrell Cole, CISSP, PMP
Omaha, Nebraska, *****
******@*****.***
https://www.linkedin.com/in/derrellcole/
Summary
IT 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 History
Netsurion, Ft Lauderdale, Florida September 2021 - Present
Vice President of Client Delivery and Operations
Ensure customers/partners are thoroughly versed on solution capabilities and how the
services are delivered to ensure expectations are met and solutions are optimally
utilized.
Empower customers/partners as needed so that they may operate proactively and
effectively in the consumption of services and product output.
General concierge and customer relationship management. Primary feedback entity
between customers and organization. Driver of customer satisfaction and highly
responsible 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 programs
Knowledge and understanding of Software Incident Event Management, SIEM, threat
protection 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 to
Netsurion products and services
NTT Global Security, Omaha, Nebraska February 2015 – August 2021
Manager Operations Technical Service Delivery
Managing a team of 15 Technical Service Delivery Managers serving over 300 MSSP global clients
Administer and Implement delivery of Security Risk Assessments and mitigation.
Direct Incident Response Plans, Recovery and Port Mortem for stakeholder review
Implement and Manage Client policies and procedures environment to conform to ITSM, ISO27001 standards, and Global Practices
Negotiate 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 systems
Directly 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 issues
Training 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 agreements
ATT, Omaha, Nebraska October 2000 - February 2015
Service Delivery Global Project Area Manager and Executive Escalation Manager
Lead Project Manager on “Virtual” CISO implementation which sold a little over 10 million dollars in 2018
Developed a strategic implementation for our brand partners that install networks over a 6-month period generating 75 million revenue.
Managed a team of developer’s project managing NET development. Tracked successful software for auditing and compliance
Led 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 & Education
CISSP, GSEC, ITIL v4
PMP, MIS, Six Sigma (Black)
CPQ Certified
Splunk Enterprise
NERC CIP/HIPAA/NIST/ISO27001 Compliance
BPO (NearShoring/OffShoring)
ITAR (Export/Import)
Bachelor of Arts & Science & MS Complex Systems, University of Michigan Ann Arbor, MI
Doctoral Degree in Complex Systems and Applications, University of Michigan Ann Arbor, MI
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