Resume

Jay Walker

3405 Mountain Top Circle │ Austin, TX 78731 │ (512) 619-3997

jay@jayrwalker.com| www.linkedin.com/in/jay-walker| www.jayrwalker.com

Director of Managed Services

~Passionate, innovative leader with extensive experience proactively
managing services teams who deliver world-class solutions to customers~

  • Proven track record ensuring customers maximize the value they receive from company products and services, consistently earning high customer satisfaction and service level scores.
  • Cross-functional communicator who builds effective relationships with operational managers to coordinate and implement solutions that are key for customers’
  • Recognized for the ability to effectively motivate and inspire cross-functional teams, resulting in high-quality customer solutions, improved time to value, operational efficiencies, and superior customer loyalty.
  • Demonstrated ability to work in a fast-paced, ambiguous startup environment, requiring minimal management direction.

Areas of Expertise:

Proactive Operational Leadership | Resource Planning | Strong Security Background| Continuous Service Improvement | Extensive Managed Security Services Experience | 24X7 SOC Experience | Cross-team Collaboration | Project Management | Team Growth and Development | Escalation Management | Leader, Mentor, and Coach | Excellent Communication Skills | Security Startup Experience

Professional Experience

HOPZERO Security, Austin, TX (2018-Present)

Director of Managed Services

Defined the strategic direction of the HOPZERO Managed Security Service. Sourced and managed new channel partners to bring the cutting-edge HOPZERO Security solution to market quickly. Provided operational Sales and Marketing outreach to identify and close new opportunities.

  • Created the catalog of services for the HOPZERO Managed Service, extending the capabilities of the HOPZERO suite of products.
  • Developed channel partner relationships with 10 local and national Managed Security Service Providers, increasing the footprint of our Sales organization.
  • Concepted, architected, and built new HOPZERO cloud-enabled security solution, utilizing Amazon’s AWS cloud infrastructure.
  • Assisted Engineering/Development Team in defining features and requirements for new product releases.
  • Performed daily Sales outreach including 25 emails and 5 calls to prospective leads.
  • Worked with lead generation team at EBQ to refine sales pitches, identify new leads, and move leads through the sales process from Marketing Qualified Leads to Proofs of Concept.
  • Expanded the footprint of the Zoho product suite within the organization, taking advantage of the mass mailing, surveying, event planning, and marketing journey components.
  • Performed all requirements to successfully harden the HOPZERO Modifier appliance against DISA’s Security Technical Implementation Guides (STIG) for L3 routers and Debian Linux systems, allowing our solution to be used in DoD implementations.

CA Technologies, Austin, TX (2010-2017)

Team Lead, Services Delivery (2012-2017)

Oversaw 15 employees and contractors and owned customer relationships for over 22 Application Management Services (AMS) projects supporting Agile Operations products. Executed proactive solutions and drove customer success with products to ensure customer loyalty and satisfaction. Provided service oversight verifying high quality standards maintained and served as primary escalation point ensuring customer issues were resolved quickly. Strived to exceed all KPIs proposed by management. Partnered with internal teams to deliver customer insights to improve overall service.

  • Hired and trained resources to translate customer’s key business objectives into actionable tasks, led Consultant career acceleration strategies, and proactively managed team’s staffing levels.
  • Scaled organization to 20% year over year revenue growth and improved billable utilization to 80% by providing superior financial and operational oversight for Agile Operations AMS projects.
  • Drove team to continuously improve processes and procedures according to industry leading ITIL framework.
  • Created new service offerings for proactive application monitoring, device self-monitoring, and service trials. Developed 5+ new services per quarter by partnering with sales teams.
  • Achieved 70% AMS renewal rate for more than 5 years by proactively resolving issues and providing excellent customer service.
  • Measured relevant key performance indicators such as consultant utilization, margins, renewals, SLA adherence, and NPS.
  • Built new proactive monitoring service from the ground up utilizing CA’s SaaS suite of products.

Services Consultant, (2010-2012)

Managed AMS service support for top customers using Agile Operations environments, acted as trusted advisor to customers, performed weekly environment administration for all customers, presented bi-weekly product training, resolved difficult customer issues, and handled device upgrades for new product versions. Managed strategic planning and budgeting for multiple projects, communicated project timelines, tracked SLAs, and created weekly and quarterly reports.

  • Led weekly meetings and QBRs with customers to review action items, developed strategies to meet business goals, optimized the value gained from CA products, and maintained 75% billable utilization for 2+ years.
  • Built and managed service offerings for CA Capacity Manager and CA APM and created new Statements of Work and pricing calculators for new AMS opportunities.
  • Collected and analyzed data and made recommendations to drive overall improvements.

Rackspace, Inc., Austin, TX (2009-2010)

Network Security Administrator II

Managed customer issues and change requests, provided second tier support for complex customer issues, and performed changes to firewalls, load balancers, routers, and switches.

BearingPoint, Inc., Austin, TX (2007-2009)

Security Consultant

Managed 11 ISS IDS/IPS sensors, 30 host IPS sensors, and 3 Internet scanners for the State of Texas portal. Executed web application vulnerability assessment scans for all applications using HP WebInspect. Resolved, monitored and documented portal vulnerabilities, managed critical network infrastructure and hosts using Tripwire Enterprise, and contributed to Cisco firewall and VPN concentrator issue resolution.

  • Implemented new systems access based on inbound requests, created and documented security processes for auditing and training, and created reports for managed security devices.
  • Researched and evaluated new products to enhance the security posture and ensured legal compliance with the Payment Card Industry (PCI) by auditing the payment engine.

Simpler-Webb, Inc., Austin, TX (2003-2007)

Network Security Consultant (2006-2007)

Promoted to serve as the initial point of contact for new managed security service customers and handled troubleshooting for customer issues related to ASA/PIX, router, switch, CS-MARS, RSA, IPS, and Cisco Security Agents.

  • Built customer loyalty and confidence by developing strong relationships with all managed security clients and resolving issues quickly and efficiently.

Network Security Engineer (2005-2006)

Managed customer issues related to firewalls, IPS sensors, CSA agents and security devices, built VPNs for client remote access, and implemented installations at new security sites. Researched vulnerabilities to determine threat factors for clients and provided 3rdtier support for IPS/CSA incidents.

  • Enhanced the customer experience by designing a new CS-MARS managed security service and implementing a new management system to handle events for CS-MARS customers.
  • Oversaw setup for an off-site disaster recovery system that maintained business continuity during unplanned outages and designed new managed IPS/CSA service implementations.

Network Operations Center Manager (2003-2005)

Interviewed, hired and managed technicians, oversaw troubleshooting and issue resolution for IPS sensors and CSA agents, developed incident response procedures, and resolved suspicious activity issues.

  • Grew the business by achieving 30 new managed security customers and collaborated with developers to design software solutions for IPS and CSA administration and monitoring.

Education, Certifications and Accomplishments

  • Bachelor of Business Administration, Management Information Systems, University of Texas at Austin
  • Certified Information Systems Security Professional (CISSP)
  • ITIL Version 3 Certification
  • Certified Scrum Master (CSM)
  • CA Leadership Development Program
  • Previously held Cisco CCNA and CCSP certifications

Technology Expertise

CA: Agile Central, PPM (Clarity), NFA, ADA, UCM, Performance Center, SaaS products

Cisco: IPS Sensors, PIX/ASA Firewalls, CS-MARS (SIEM), CSA, CSS, VPN Concentrators, Routers, Switches, NAC

Applications and Services: Salesforce, SuccessFactors, Concur, Office 365, ISS SiteProtector, Tripwire Enterprise, HP WebInspect, RSA envision, RSA Authentication Manager, Altiris SecurityExpressions, Nessus, Wireshark, NMap, Crystal Reports, Kiwi Syslog Daemon, Kiwi Tunnel Server

Databases: MySQL, SQL Server, MS Access, Oracle