Cybersecurity Analyst and Customer Success Manager
Resume:
Elmer L. (Buddy) Wilson
Cary, NC 27518
Email: *******@***.***
Objective: IT Program Manager or Project Lead, IT Security/Cybersecurity Architect, Information Systems Security Officer (ISSO), Information Assurance Manager (IAM), Customer Success Manager, or Technical Account Manager position.
Security Clearance: Currently maintain a SECRET level clearance.
Professional Highlights:
Managed a staff of 30+ support desk professionals.
Led a team of four Customer Success Managers (CSMs).
Managed 45+ client accounts in the U.S., Canada, and Latin America regions.
Extensive experience providing technical advice and incidence response (IR) to military, government agencies, commercial organizations, and contract personnel and customers.
Over 10 years’ experience working with military and federal level government agencies.
Certified Department of Defense (DoD) 8570 at the Information Systems Security Officer and IAM-III levels.
Master’s degree in Systems Management and Information Systems, Florida Institute of Technology, Melbourne, Florida.
Ph.D. in Computer and Information Security, Northcentral University, Prescott Valley, Arizona.
Certifications:
Global Information Assurance Certification (GIAC) Security Leadership (GSLC) Certification.
Certified Department of Defense (DoD) 8570 at the IAM-III level.
Federal IT Security Professional Manager (FITSP-M) Certification.
Six Sigma Specialist for Process Improvement.
Master Training and Curriculum Development Specialist.
Skills and Competencies:
Strong Customer Success and Experience Management skills, Cybersecurity, Computer and Information Security, Cloud Security, Information Systems Security Officer (ISSO), Data Loss Prevention and Endpoint Security, Business Continuity and Disaster Recovery Management, Identity and Access Management, Program/Project Management, Site Management, (DoD) 8570 IAM level III, Operations Management, Customer Support and Helpdesk Management, Active Directory, Personnel Management, Engineering Systems Management, Quality Assurance Management.
Work History:
January 2018 to October 2022:
Fidelis Cybersecurity, Cary NC
Lead Customer Success Manager, Lead Technical Account Manager/Subject Matter Expert (SME) – Cybersecurity Analyst:
Lead Customer Success Manager (CSM) for over 45 customers in the U.S., Canada, and Latin America regions.
oCustomers included over 10 enterprise level “high-touch” customers and over 35 “mid to low level” touch customers.
oReceived the Fidelis Company Pride Award for determined and tireless efforts in providing outstanding customer support.
Four years’ experience leading customer onboarding and post sales activities and requirements.
Personally responsible for implementation and performance of customer satisfaction (CSAT) analysis, reports, and playbooks, supporting all prospective customer account renewals. Coordinated with the Salesforce representatives to automate the CSAT reports, providing key indicators of prospective customer account renewals.
Expert knowledge of Extended Detection and Response (XDR) systems and operations. Trained and assisted customer representatives on the Fidelis Elevate XDR platform (Network, Deception, and Endpoint).
Attended and involved in regularly scheduled quarterly business reviews (QBRs) with both customer and account team personnel.
Coordinated with the Fidelis Cybersecurity account and support teams to resolve customer issues.
Performed as Subject Matter Expert (SME) and Cybersecurity analyst for operations and maintenance of Fidelis Elevate Products in support of the U.S. Department of Justice (DoJ). Managed the data theft and Data Loss Prevention (DLP) systems and configuration rules, policies, and procedures for all DoJ network and endpoint devices.
September 2016 to January 2018:
Raytheon Blackbird Technologies, Raleigh and Morrisville, North Carolina.
Customer Support and Senior Cybersecurity Technologist/Engineer.
Specific duties included:
Solely accountable for the administration of the United States Postal Service Secure Large File Transfer (SLFT) Software as a Service (SaaS) Helion Cloud Service.
Exclusively responsible for the implementation of the USPS Syncplicity initiative for Cloud file storage service.
Worked with USPS personnel to configure the Active Directory database to connect SLFT users with network resources in the user environment providing needed replication and redundancy.
Performed as the customer’s senior cybersecurity analyst for the USPS Data Loss Prevention (DLP) Team.
oUtilized Symantec DLP tools for the auditing processes for USPS Email and data servers.
May 2016 to September 2016: Veredus Corporation, Raleigh, North Carolina.
Customer Senior Cybersecurity Analyst – Engineer. Specific duties include:
Responsible for the implementation of all phases of the Data Loss Prevention (DLP) and Endpoint Security responsibilities.
Coordinated with other contract personnel on the United States Post Office (USPS) IT Security and DLP initiatives.
Drafted and Implemented USPS standard operating procedures (SOPS) for DLP and Data-at-Rest (DAR) projects.
August 1998 to May 2016, Raytheon Systems Company, Norfolk, VA and Greenbelt, MD.
Global Broadcast Service (GBS) Satellite Broadcast Manager (SBM) Site Manager and Ground Readiness Principal RF Systems Lead Engineer.
Specific duties included:
Provided antenna systems engineering and lead systems engineering expertise for the Geostationary Operational and Environmental Satellite – R Series (GOES-R) Program in support of the Ground Readiness Manager (GRM) from the Goddard Space and Flight Center (GSFC) located at the Greenbelt facility and the NOAA Satellite Operations Facility locations in Suitland MD, Chincoteague VA, and Fairmont WV.
As Site Manager Norfolk SBM, supervised and managed a large team of over 30 personnel including system engineers, information assurance managers and technicians, software programmers, operations technicians, and operations engineers, providing 7X24X365 customer success support.
Extensive experience working with federal level military and government agencies.
Managed the Norfolk SBM to consistently providing customer operational availability and support greater than 99%. The Norfolk site provided essential customer success support to the military warfighters participating in the global war on terrorism. The operational customer recognized the organizations’ performance by awarding GBS Operations and Supportability, the AFA prestigoous Scowcroft Award.
Supported the local customer organization as tenant Information Systems Security Officer (ISSO) and Information Assurance Manager (IAM). Responsible to the Chief information security officer (CISO) for ensuring the proper security posture of the organization.
Responsible for Identity and Access Management (IAM) and control for the Norfolk SBM site. Worked IAM with the local area tenant command personnel.
Military Service:
U.S. Navy Submarine Communications and Electronics, Lieutenant Commander (LCDR), Limited Duty Officer (LDO). Qualified as Surface Warfare Officer (SWO) and Submarine Qualified (SS). Designated Master Training Specialist (9502/9506). Honorable Discharge.
Education/Training:
PhD in Computer and Information Systems Security at Northcentral University. Graduated Summa Cum Laude with GPA of 3.92 – July 2016. Delta Mu Delta National Honor Society member. Golden Key International Honor Society Member.
Master of Science Degree in Systems Management and Information Systems, Florida Institute of Technology. Graduated Summa Cum Laude with GPA of 4.0.
Bachelor of Arts Degree, Major in Business Administration with Minor in Technology Management, Saint Leo University. Graduated Magna Cum Laude with GPA of 3.86. Delta Epsilon Sigma National Honor Society member.
Associate in Science Degree, New York State University.
United States Navy:
-Numerous Executive Level Professional Development Courses
-Extensive Communications, Computer, and Information Systems/Methods Training
REFERENCES
Direct Manager at Fidelis from September 2019 – August 2022:
Daniel Emanuelle, Sr Vice President of Sales, Concentric AI
Contact: *******@*****.***, 262-***-****
Direct and Indirect Manager at Fidelis, January 2018 – October 2022:
Craig Harber
Chief Technical Officer, Fidelis Cybersecurity
Contact: ***********@***.***, 443-***-****
Direct Manager at Fidelis, January 2018 – May 2019 and
Indirect Manager at Fidelis from May 2019 – October 2022:
Marty DeConcilis
Director Federal Sales Engineering, Fidelis Cybersecurity
Contact: ***********@*****.***, 703-***-****
Direct Manager at Fidelis, September 2021 – October 2022:
Joe Cutuli
Chief Customer Experience Officer, Fidelis Cybersecurity
Contact: *******@*****.***, 914-***-****
Co-Worker at Fidelis from May 2018 – October 2022:
Ryan Gurr
Sr. Cybersecurity Analyst, Fidelis Cybersecurity
Contact: ****.****@*****.***, 210-***-****
Co-Worker at Raytheon Blackbird, August 2016 – January 2018:
Marian Graves, Lead Data Security Engineer, MetLife
Contact: ******.*******@*****.***, 919-***-****
Indirect Supervisor at Fidelis, January 2018 – August 2022:
Rex Brunelli, Cybersecurity Manager, Home Depot
Contact: *********@****.**.***, 210-***-****
Co-Worker at Fidelis, January 2018 – September 2021:
Eric Fischer, Director of Applied Research, Cyber Range Architect, Iboss
Contact: *****@*******.***, 603-***-****
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