Supporting the Aftermath of a Major Cyber Security Incident – An Inside Look

Presentation from the 2015 Service Industry Summit

How many cyber security events have you become aware in the past 2 years? From a customer support and services standpoint, does your organization have an operational plan in the event a significant security breach occurs? We will review CSID’s support for one of the most impactful personnel cyber events so far, the breach of the U.S. Federal Government’s 4.2 million current and former employees’ records and personal information. CSID is providing identity protection and fraud detection services for the impacted individuals using our SaaS/PaaS platform. We will review the successes, performance, and challenges as well as ongoing support to the Federal employees and agencies.

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About the Presenter

Ken Skinner
Vice President of Customer Support – CSID
Ken Skinner is Vice President of Customer Support at CSID, the leading provider of global enterprise level identity protection and fraud detection solutions and technologies. He is responsible for technical support for the Company’s SaaS application platform and Member Services providing call center support for CSID’s customers and partners. Ken has previously been Vice President of Fanatical Support at Rackspace Hosting, Vice President of Customer Care at Open Text, and Vice President of Support and Services at BMC Software. He has over 25 years experience in customer support and professional services delivering service solutions and driving customer satisfaction and loyalty.