Sam Conwell
Managed Services Manager | Incident Response Manager
Gilbert,AZ
Summary
Dynamic operations leader with a proven track record at Fortis by Sentinel, enhancing team performance through strategic coaching and process improvement. Skilled in performance monitoring and analytical thinking, I achieved a 37% reduction in ticket completion time while fostering a culture of collaboration and continuous development among team members.
Diligent Managed Services Manager with proven track record in leading teams to success through effective management and strategic planning. Demonstrated expertise in coordinating projects and fostering team collaboration, achieving significant milestones. Utilized leadership and communication skills to drive team performance and ensure project completion.
Overview
28
28
years of professional experience
3
3
Certifications
Work History
Team Lead - Managed Services
Fortis by Sentinel
Tempe, Arizona
04.2021 - 06.2025
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities, resulting in a 37% decrease in ticket completion time and a 78% reduction on SLA breaches.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Incident Response Supervisor
Fortis by Sentinel
Tempe, Arizona
04.2021 - 06.2025
- Fostered strong relationships across departments within the organization to promote a culture of shared responsibility for cybersecurity matters.
- Ensured compliance with industry regulations, maintaining detailed documentation of all incident response activities for auditing purposes.
- Provided ongoing training and support for Incident Response Team members, fostering a culture of continuous improvement and professional development.
- Increased organizational resilience against cyber threats, implementing robust security policies and guidelines that minimized risks.
- Conducted thorough post-incident analysis, identifying root causes and lessons learned to prevent future occurrences.
- Maximized incident detection capabilities by deploying advanced monitoring tools and threat intelligence platforms.
- Enhanced incident response efficiency by developing and implementing comprehensive incident management processes.
- Presented regular updates to executive management on the organization's cybersecurity posture and incident response activities, ensuring alignment with overall business objectives.
- Spearheaded tabletop exercises that simulated real-world cyber attacks, providing valuable experience for team members in handling complex incidents effectively under pressure.
Senior Solutions Analyst
Sentinel Technologies
04.1997 - 06.2025
- Optimized system performance through thorough analysis of client needs and requirements.
- Presented findings and recommendations to stakeholders, securing buy-in for proposed solutions or modifications.
- Enhanced efficiency by streamlining processes and implementing automation tools in solution development.
- Evaluated vendor products and services for potential integration into the company''s offerings portfolio, negotiating favorable terms when appropriate.
- Mentored junior analysts, providing guidance on best practices and industry trends, fostering professional growth within the team.
- Championed a culture of continuous improvement within the team by encouraging open feedback loops on project performance metrics or milestones achieved.
- Developed comprehensive documentation to facilitate seamless handoff of projects to clients or other teams.
- Identified opportunities for improvement within existing systems, proposing enhancements that led to increased efficiency and effectiveness.
- Increased client satisfaction by delivering customized solutions tailored to their specific business challenges.
- Established strong relationships with clients through effective communication, understanding their unique needs, and providing exceptional service throughout the engagement process.
- . Conducted comprehensive risk assessments regarding solution implementations provided mitigation plans that ensured minimal disruption to business operations.
- Reduced project turnaround time by prioritizing tasks, delegating responsibilities, and ensuring clear communication among team members.
- Collaborated with cross-functional teams to design and implement innovative technology solutions for complex problems.
Skills
Operations management
Accomplishments
Assisted building out Fortis by Sentinel's DFIR | Cybersecurity practice, including:
1) Incident Response
2) Digital Forensics
3) Created and presented over 50 Tabletop Exercise scenarios
4) Managed Services
5) Optimization and Tuning Services (Industry best practices | incident prevention)
6) Process improvement
7) Documentation Services - IRP, DRP, BCP
8) Risk Assessments
9) Network Assesments
Certification
EC-Council Certified Ethical Hacker
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ISC2 CISSP (in progress)
12-2025
EC-Council Certified Threat Intelligence Analyst
08-2023
EC-Council Certified Ethical Hacker
06-2021
Team Lead - Managed Services
Fortis by Sentinel
04.2021 - 06.2025
Incident Response Supervisor
Fortis by Sentinel
04.2021 - 06.2025
Senior Solutions Analyst
Sentinel Technologies
04.1997 - 06.2025
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