Billy Mathews
Frisco,TX
Summary
Enthusiastic Cyber Incident Manager with a proven track record in critical incident coordination, major incident management, and problem resolution. Experienced at driving process improvements and fostering effective communication across teams to ensure swift and efficient incident response. Skilled in cross-cultural communication, crisis management, and IT service management tools such as ServiceNow and Jira. Passionate about leveraging strategic thinking and problem-solving abilities to uphold the mission of resolving incidents promptly and minimizing impact.
Intelligent Incident Manager with exceptional insight into determining root causes pertaining to major incidents. A diligent employee with investigative expertise that leads to effective decision making. Ready for a new position that involves troubleshooting and incident analytics in the IT environment.
Overview
12
12
years of professional experience
Work History
Cyber Incident Manager
TEKsystems
Plano, USA
02.2024 - Current
- Company Overview: Client: Fannie Mae
- Establish oversight of information security events and cyber incidents and communicate analysis, containment and remediation efforts to all business partners
- Provide status updates and post-incident findings for executives and stakeholders in non-technical terms encompassing risk, impact, likelihood, containment and remediation activities and threat actors
- Act as a primary point of contact for coordinating all aspects of cybersecurity incidents including third- and fourth-party incidents
- Prepare and disseminate executive level reports summarizing incident details, actions taken, and recommendations for prevention
- Maintain open lines of communication with internal and external stakeholders to continuously assess and improve incident management processes and procedures
- Work closely with technical teams, including threat detection, engineering, insider threat, and incident response to ensure cohesive and effective incident management strategy
- Monitors compliance with information security policies and procedures, referring problems to the appropriate department manager or business area
- Collaborate with cross-functional teams, including technical support, infrastructure, and application teams, to address major incidents
- Conduct thorough root cause analysis for major incidents to identify underlying issues and prevent recurrence
- Assess the impact of a cyber incident, identifying the source of the attack, containing the breach, and recovering affected system
- Client: Fannie Mae
Critical Incident Coordinator / Problem Manager
Tech Mahindra
Plano, USA
06.2019 - 12.2023
- Company Overview: Client: Cisco Systems & Airbus International
- Managed and lead all PO/P1 major incident calls with over 40 participants including, Senior Leadership Team SLT, Stakeholders and PRE/SRE staff members
- Lead Incident Manager for end-to-end responsibility for the management, escalation, investigation, and resolution of incidents
- Ensured proper tracking and documentation of all critical incidents providing regular updates to customers, stakeholders, and managers throughout the incident life cycle
- Reviewed daily the incident management dashboard in Service Now for lower severity incidents to ensure the appropriate focus is given by the assigned technical teams
- Supported and acted as alternate to the Root Cause Analyst in functions that shall include contacting and advising key technical support staff in IT Operations to research the root cause of recurring or severity level 1 and 2 problems
- Managed the lifecycle of all problems, preventing incidents from happening and minimizing the impact of unavoidable incidents
- Constructed incident reporting of Severity 0 and Severity 1 resolution information with appropriate actions to identify root cause and prevent reoccurrences, including the completion of Post Incident Review documentation
- Client: Cisco Systems & Airbus International
Major Incident Manager / Problem Manager
American Airlines
Fort Worth, USA
05.2014 - 12.2018
- Coordinated and chaired incident critical calls with leaders and technology staff members
- Monitored applications in production, noted interruptions or bugs in operation, and performed problem solving to determine problem and root cause
- Interacted with Service Operation, Service Transition Managers, Program Manager, and client management to ensure compliance and execution of all ITSM processes
- Provided incident coordination function to assist client in managing tickets in Service Now in relation to the services in scope
- Setup communication channels for major incidents and train team members and other incident commanders on how to communicate during major incidents
- Administered the Major Incident Management process and ensure adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs
- Triaged activities, leading support, development, and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership
Security Engineer
10.2012 - 05.2014
- Utilized Active Directory (AD) to grant access rights, provided single sign-on from any device, enhanced security with multi-Factor authentication and protection of privileged accounts and provisioned and de-provisioned identities
- Maintained Exchange Online Protection (EOP) platform, mail flow, gateway filter blocks, virus scanning and virus blocks
- Prevented email spoofing, spam, and malware for hybrid messaging environment (Office365) using DKIM, SPF, DMARC, Agari and EOP
- Analyzed network and computer and mitigated vulnerabilities while limiting operational impact
- Centralized management of anti-virus software
- Maintained and supported McAfee, Symantec, Trend Micro and Microsoft security products
- Tested and screened security software and monitored networks and systems for security breaches or intrusions
- Partnered with CSARC (Computer Science Applied Research Center) to tune security tools to minimize false positives and maximized detection and prevention effectiveness
Education
Some College (No Degree) - Information Technology Engineering
Collin County Community College
Plano, TXCertifications - MCSE - CCNA - ITIL v3 - CompTiA Security+
New Horizon's
Irving, TXCertifications - EC-Council - Certified Ethical Hacker (CEH)
ACI Learning
Irving, TXCertification - ITIL v4
New Horizon's
OnlineSkills
- Jira
- Service-Now
- Confluence
- Slack
- Teams
- Post incident reviews
- Emergency response
- SLA management
- PagerDuty
- Agile
- ITIL
- ITSM
- Proactive
- Problem Solving
- Problem Management
- Change Management
- Customer Service
- Documentation
- Communication
- Collaboration
- Root Cause Analysis (RCA)
- Escalation management
- ITIL framework
- Technical Support
- Troubleshooting
- Service Management
- Process Improvement
- Leadership
- InfoSec
Timeline
Cyber Incident Manager
TEKsystems
02.2024 - Current
Critical Incident Coordinator / Problem Manager
Tech Mahindra
06.2019 - 12.2023
Major Incident Manager / Problem Manager
American Airlines
05.2014 - 12.2018
Security Engineer
10.2012 - 05.2014
Some College (No Degree) - Information Technology Engineering
Collin County Community College
Certifications - MCSE - CCNA - ITIL v3 - CompTiA Security+
New Horizon's
Certifications - EC-Council - Certified Ethical Hacker (CEH)
ACI Learning
Certification - ITIL v4
New Horizon's
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