Zoom's Lee Ramsey on Transforming Customer Service Skills into Cybersecurity Success

David’s latest guest on The Future of Threat Intelligence points out the unexpected ways his customer service background enhances his cybersecurity work. From mastering the art of asking the right questions to navigating remote SOC operations, Lee Ramsey, Senior Security Analyst at Zoom shares practical insights on digital forensics, incident response, and the future of AI in security. 

Drawing from his experience in customer service and his journey to his current role at Zoom, Lee offers valuable perspectives on building successful security teams, implementing effective incident response plans, and maintaining critical thinking in an AI-driven world.

Topics discussed:

• The intersection of customer service skills and cybersecurity investigations, focusing on effective communication and problem-solving techniques.
• Common pitfalls in incident response planning and the importance of having documented procedures before crises occur.
• The impact of AI on digital forensics and incident response, including potential risks and benefits.
• Challenges and strategies for managing remote SOC operations in the post-pandemic era.

Key Takeaways: 

• Implement a documented incident response plan before you need it to avoid legal and operational complications.
• Borrow from customer service skills to improve security investigations through better question-asking techniques.
• Approach AI tools with healthy skepticism and always validate their outputs manually.
• Build remote SOC capabilities with proper tools and processes for remote data acquisition.
• Maintain team cohesion in remote environments through proactive engagement and trust-building.
• Document all security practice experience, including CTF participation, to demonstrate practical skills.
• Attend local security conferences and volunteer to build professional networks.
• Pursue relevant certifications for both credentials and learning opportunities.
• Balance tool automation with critical thinking to avoid over-reliance on technology.