John Warren

Expanded problem management responsibilities and drove a ~50% year-over-year reduction in S1/S2 incidents by redesigning the incident response model, including escalation paths, runbooks, and post-incident review cadences. Led 24/7 global major incident management and modernized observability (AppDynamics to Datadog) to improve monitoring coverage and reduce MTTD.

Led e-commerce risk assessments, achieving a 35% reduction in platform incidents by improving detection coverage for high-risk transaction patterns. Reduced MTTR by 30% through automated threat detection workflows and strengthened incident response playbooks and governance for blockchain and digital payment systems.

Reduced fraud incidents by 45% by developing and deploying advanced risk scoring models for high-volume transaction review. Standardized global policy enforcement procedures and authored SOPs for regulated product categories, including counterfeit detection.

Oversaw IT service delivery for 40,000+ users in a HIPAA/NIST-regulated multi-site environment, maintaining consistent SLA achievement. Reduced incident resolution times by 88% after implementing Zero Trust architecture and led/mentored a distributed service desk team with benchmarks, escalation protocols, and quality review processes.

Managed HIPAA-compliant endpoint monitoring across 10,000+ devices, identifying and remediating vulnerabilities before escalation. Developed disaster recovery plans aligned with FISMA and ISO standards to support business continuity for critical systems.

Managed enterprise IT security projects focused on achieving and maintaining PCI DSS compliance across client environments. Coordinated wireless network design and deployment initiatives to ensure on-time delivery and alignment with stakeholders.

Grade: GPA 3.95

Earned an M.S. in Cybersecurity and Information Assurance at Western Governors University in May 2024 (GPA 3.95).

Grade: GPA 3.90

Earned a B.S. in Network Operations and Security at Western Governors University in Dec 2020 (GPA 3.90).

Grade: GPA 3.85

Earned an A.S. in IT Systems Coordinator / Computer Information Technology at Tennessee College of Applied Technology in Apr 2018 (GPA 3.85).