Eppie Geoffrey Diva Email & Phone Number

https://www.sophos.com/en-us/support/professional-services• Working with Sophos Product and Service Stacks e.g., EDR, MDR, XDR, NDR, Sophos Central, Sophos Firewall, Email Advanced, etc.,• Identifying customer needs by probing to fully understand business and technical requirements• Completing the requirements based on what is stated from the Statement of Work and other technicalities.• Preparing, maintaining, and submitting activity/progress reports and time recording/management reports in accordance with published procedures.• Acting as a Sophos "ambassador" to the customer offering a white glove service.• Addressing customer questions in a comprehensive manner to ensure customer satisfaction.• Supporting the sales process, where appropriate, by offering technical knowledge.• Providing feedback to Product Development to enhance Sophos products.• Set-up, installation, and configuration of Sophos products.• Migrations, health checks, remediation of customer issues as a secondary focus.• Authoring custom scripts and contributing to other development work as required. e.g., Powershell, Batch, BASH, Python, and Ansible Playbook• Maintaining accurate records of customer interactions.• Maintain Environment for Development, Quality Assurance, Replication, and Testing e.g., Azure, AWS, MSDN, VMWare, Hyper-V, KVM, Docker, Kubernetes, etc.,• Maintain technical knowledge of technologies surrounding Sophos. e.g., Windows, O365, AD, AAD, Linux, Mac, varieties of RMM, etc.,• Design and deliver technical training for newly onboarded colleagues.• Design and deliver customer training for Sophos products as part of engagement delivery. e.g., Threat Hunting, EDR, XDR, MDR, NDR, etc.,• Recommending and advising best practice configuration for Sophos Products and appropriate cybersecurity posture using NIST Cybersecurity Framework.

Makati

•Handled Support via Phone, Chat, Mail and Tickets.•Responsible in supporting VIP's of several organization.•Handled escalated cases, incidents and/or requests.•Coordinated and Collaborated with IT and Non-IT groups.•Contributed Knowledge, Skills and Process Improvements through Knowledge Centered Service•Facilitated mentorship, performed technical assessment and collaborated with different vendor's and/or service lines.•SME for several technologies including SCCM, Windows, VDI•Handled Incidents and/or Requests that follows BEST ITIL standards, processes, and procedures.•Handled Several Office365 Migration for Several Organization e.g., Office 2010 to Office 365•Handled Several Windows Migration e.g., Windows 7 / Windows 8.1 and Windows 10•Advanced Hardware and Software Support.•Proficient in handling Server and Network Equipments.•MDM Administration via Airwatch and/or Intune.•SCCM/MECM Intune Administration and Support.•Identity and Access Administration and Support e.g., AD, Sailpoint, etc.,•Responsible for IT Asset Administration and Management. (Procurement to Deployment)•Responsible for Laptop Hardware Upgrade, Configuration, Repair and Assembly.•Responsible for Desktop Administration handling Registry, Understanding Events and System Logs.•Responsible for documenting, updating and auditing the situation, transaction and results through Remedy, CA ServiceDesk, Cherwell and ServiceNow ITSM.•Azure Endpoint Administration, Office365 Administration and Exchange Online / On-prem Administration.•Azure Cloud Solutions Support•Performed basic scripting through Batch and PowerShell scripting.

Manila

• Offer advance troubleshooting support for any hardware, software, mobile, network and operating system issues.• Deploy and Manage Software Requests via SCCM Administration.• Configure Group Policy requests to implement specific configurations for users and computers.• Installation, configuration, troubleshooting and maintenance of any Applications including Office 2016, Visio and Project and other custom based application software.• Second level of support via phone, email and chat and involves technical resources outside the knowledge base to ensure resolution for any related issues• Support for VIPs, Priority Tickets and Escalated Requests.• Support for Migration services including Smartcard, Office 365 and Windows 10 Migration.• Handles PC maintenance, configuration, troubleshooting and setup services.• Acknowledge and Accommodate user issues, requests and inquiries related to any Migration process, procedures and changes.• Receives and prioritizes issues using appropriate troubleshooting and escalation procedures• Ensure, manage and verify appropriate Active Directory Membership.• Configure, Troubleshoot and maintain android and iOS device to work on company Requirements.• Promote and Facilitate system and process improvements including procedural training and knowledge enhancements.

Makati, Philippines

- Execute computer hardware installation, configuration and maintenance. - Maintain, configure and install some of the companies custom software applications.- Identifies, investigates and researches user questions and problems as well as isolating, and resolving information system issues.- Coordinate and contribute process improvements including procedures, training's and enhanced documentation.- Provide functional and technical guidance to less experienced staff.