Oct 2022 – Present · 3 yrs 7 mos

• Responsibilities:
• Serve as the point person for all high-profile escalations, or escalations of a sensitive nature.
• Serve as the primary liaison with US Government Cyber Centers, including the Department of Homeland Security’s National Cybersecurity & Communications Integration Center (NCCIC), NCFTA, US-CERT, UK’s NCSC, and other organizations.
• Develop and grow a successful global Trust & Safety team through continued training and hiring.
• Report Trust & Safety metrics to the management team to show the effectiveness of the team.
• Implement a wellness program to assist and protect employees from sensitive and harmful content.
• Be the point of contact for all law enforcement inquiries for Cloudflare.
• Coordinate, take part in, and report findings of Trust & Safety investigations into malicious activity attempting to leverage our platform.
• Coordinate and balance cross-functional interests and needs during Trust & Safety investigations.
• Facilitate effective cross team efforts between the DDoS attack mitigation, security operations, network operations, systems reliability engineering, and customer support teams to rapidly solve complex problems.
• Closely coordinate with the product teams on new product launches and the implications for Trust & Safety
• Work closely with the Legal and Policy teams to advise on Trust & Safety-related topics in terms of the impact of domestic and international policies.
• Collaborate in a privacy-centric way with public sector and private sector organizations to research and mitigate significant threats to the Internet.

Jul 2021 – Oct 2021 · 3 mos

• Developing policy for the upcoming creation of the Threat Intel team.
• Investigate high priority, high impact security escalations.

Aug 2020 – Oct 2022 · 2 yrs 2 mos

Nov 2014 – Aug 2020 · 5 yrs 9 mos

Apr 2014 – Nov 2014 · 7 mos

• Responsibilities:
• Prioritize daily tasks against ongoing projects, internal SLA targets/backlogs, and unplanned incidents.
• Use in-house tools to proactively address abuse issues, and account for all inbound reports on a daily basis.
• Accurately assess the severity of abuse-related incidents, and respond according to established escalation policies.
• Collaborate with internal and external subject matter experts on new issues that might develop.
• Be the Trust & Safety subject matter expert within the team, and be the first point of contact for abuse-related queries.
• Collaborate with network operations, systems reliability engineering, and technical customer support when abuse issues or questions come up.
• Work to streamline and increase overall team efficiency by automating and improving existing workflows.

Sep 2013 – Apr 2014 · 7 mos

• Responsibilities:
• On call rotation helping to provide 24x7 coverage. NOC phone coverage.
• While on call responsible for troubleshooting, identifying, and mitigating system issues. This included D/DoS attack mitigation for CloudFlare's network.
• Server provisioning of new and existing resources.
• Worked closely with CloudFlare's support team to identify, pinpoint, and resolve system issues.
• Several data center trips to upgrade existing hardware and install new hardware.

Jul 2012 – Sep 2013 · 1 yr 2 mos

• Responsibilities (in addition to the ongoing technical support engineer responsibilities):
• Managed a distributed team of technical support engineers (2 offices).
• Ensured the support team's needs were being met, being an advocate for the team, as well as gathering feedback on internal process improvement.
• Ensured on call coverage was addressed, including continued participation in the on call rotation.
• Gathered real world feedback from CloudFlare customers and worked closely with the engineering team to implement the features our customers needed.
• Worked with the product team to dogfood internal features before a private launch to external beta users.
• Provided thorough and repeatable bug reports as part of the internal dogfooding process to ensure quality products went out to external users.
• Worked with high priority and high profile customers to ensure their needs to promptly met.
• Collaborated with our solutions engineers to work with customers via email, support tickets, or on the phone to address questions, concerns, or help with implementation.

Jul 2011 – Jul 2012 · 1 yr

• Responsibilities:
• Manage customer issues related to the installation, configuration, and implementation of CloudFlare in a timely basis with a high level of communication and appropriate establishment of expectations.
• Document defect and enhancement requests on behalf of customers. Work with the engineering team to test, sign off on, and then verify with impacted customers that the issue has been resolved.
• Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to’s for publication to a customer and company knowledge system.
• Work closely with engineering, operations, and network engineering to identify and mitigate any system issues.

Aug 2017 – Present · 8 yrs 9 mos

• I have a blog located at https://rainbowtabl.es/. I write about security topics, report on data breaches/leaks, and do original security-related research for the blog.

Jan 2017 – Present · 9 yrs 4 mos

• The Communications ISAC is the operational arm of the communications sector. Also known as the DHS National Coordinating Center, the ISAC’s goal is to avert or mitigate impacts upon telecommunications infrastructure so that communication networks remain operational. As a clearinghouse for physical and cyber alerts to the telecommunications industry, the ISAC collects, analyzes and disseminates information on vulnerabilities, threats, intrusions and anomalies to carriers, ISPs, satellite providers, broadcasters, vendors and other stakeholders.

Jan 2013 – Dec 2020 · 7 yrs 11 mos

• Chair/Vice-Chair of Abuse Desk SIG: April 2016 - April 2017.
• M3AAWG is where the industry comes together to work against botnets, malware, spam, viruses, DoS attacks and other online exploitation. M3AAWG is the largest global industry association, with more than 200 members worldwide, bringing together all the stakeholders in the online community in a confidential, open forum. The organization develop cooperative approaches for fighting online abuse.

Mar 2009 – Jun 2011 · 2 yrs 3 mos · Rochester, New York Area

• Database creation, support, and data reporting acquisition and analysis.
• Was responsible for addressing projects and tasks with very few resources and on extremely tight time frames.
• Frequently needed to teach myself new skills or learn (and then master) a new application to complete these time sensitive projects.
• Worked closely with cross-organizational teams to gather requirements, write project proposals, and ensure the implementation met the organization's needs.

Jun 2007 – Mar 2009 · 1 yr 9 mos · Rochester, New York Area

• I was basically MacGyver. I was the go to person for basically any problem or task that needed solving.

Dec 2003 – Sep 2007 · 3 yrs 9 mos

• Everything related to their technology needs.