Mac Labib Email & Phone Number

Remote

• As a Technical Account Manager at Sophos, I am responsible for managing key accounts and ensuring their satisfaction with Sophos' products and services. During my time in this role, I achieved the following:
• Successfully managing a portfolio of key accounts in Government, Healthcare and Public sector with a total annual revenue of £5M+.
• Consistently met or exceeded quarterly renewal and upsell targets by working closely with the sales team to identify new business opportunities and helped to close deals worth £2.2M+.
• Developed and maintained strong relationships with key decision-makers within client organizations, resulting in high levels of customer satisfaction and retention.
• Maximizing clients' use of Sophos products with expert advice and solutions.
• Being the primary point of contact for technical escalations, effectively resolving issues and ensuring timely resolution of customer concerns.

England, United Kingdom

• As a Technical Support Engineer (ESG)/Cybersecurity Analyst at Sophos, I provided technical support to customers for Sophos products, including Sophos Central, Sophos Enterprise Console, Mobile, Endpoint, and Server.
• Troubleshooting installation issues, threat remediation, policy troubleshooting, mobile device management, log analysis, and using Process Monitor and Wireshark to diagnose and resolve customer issues.
• Supporting customers using Windows, macOS, and Linux devices, ensuring their technical issues were resolved quickly and effectively.
• Completed various training courses and assessments, achieving exceptional scores and knowledge of Sophos products.
• Rapidly acquired in-depth knowledge of Sophos products and their functionalities and limitations, enabling me to provide exceptional technical support to customers.
• Provided timely and effective solutions to complex technical issues, ensuring customer satisfaction and retention.

London, United Kingdom

• As a Client Platform Engineer at Sony PlayStation, I was responsible for a variety of critical tasks and projects that contributed significantly to the success of the company. In this role, I:
• Managed 1500 EUC devices, ensuring vulnerability remediation using virtualization technologies such as VMWare, and patching tools like Qualys and Ivanti.
• Using PowerShell, MSI, and EXE to package, test and deploy applications, maintaining a high level of productivity and quality.
• Created and maintained the corporate company image for the EU region, including testing and implementing major changes, resulting in more efficient operations and increased user satisfaction.
• Took ownership of escalated issues and implemented emergency fixes following established processes, with minimal impact.
• Utilized a range of essential software and tools, including ServiceNow, JIRA, Cisco CUCM, Adobe Creative Cloud, Confluence, G-Suite, Active Directory, McAfee, Symantec, Bit Locker, and License Management, to carry out.

Brighton, United Kingdom

• Supporting and maintaining all production, test, and development infrastructure and systems, providing 1st, 2nd, and 3rd line support on 350 Windows servers and networking and out of hours rota.
• Responding to and resolving issues related to hardware, software, and networking components of the systems.
• Managing backups and disaster recovery procedures to ensure business continuity.
• Troubleshooting and resolving issues reported by end-users.
• Responsible for monitoring, protecting, maintenance, and patching/upgrades of infrastructure and systems to ensure they are secure and available, playing a significant role in the disaster recovery process, including.
• Implementing and maintaining security measures to protect systems and data from unauthorized access or breach.

Brighton, United Kingdom

• As a highly skilled and innovative IT professional, I have successfully taken on a range of challenging projects that have yielded remarkable results. One of my most notable achievements was my work to improve and.
• Upgraded LANDesk instance, created new agent settings for Patching, Inventory, Distribution, Provisioning, and Power Management, improved provisioning image and build process.
• Using LANDesk power policies across the organisation to reduce energy costs by over £200 per month.
• Successfully managed high-stakes projects such as Satellite Office decommission/closure, corporate mobile device network migration, and building re-stack. Played a key role in opening a new London office from scratch.
• Developing and implementing desktop management policies and procedures, including patching, software updates, and security policies.
• Providing technical support to end-users, including troubleshooting hardware and software issues, configuring, and installing software, and resolving connectivity issues.

London/Winchester

• Proven expertise in Incident Management and Request Fulfillment, Application Delivery, and Software License Management
• Proficient in Device Provisioning of Laptops, Desktops, iPads & iPhones (using Mobile Iron MDM), and Blackberry Enterprise, ensuring smooth and secure device management.
• Skilled in packaging and distribution of software packages and updates using Ivanti, ensuring up-to-date software versions and a stable IT environment.
• Experienced in Backup/restores using Veeam, ensuring business continuity in the face of unexpected data loss.
• Demonstrated ability in Maintaining virtual machines using VMWare, Print service management, Avaya Telephony SME, and VC Setup, enabling the smooth operation of key IT services.
• Completed ITIL v3 Certification, indicating a strong understanding of IT service management best practices and principles.

Fareham, England, United Kingdom

• Provided outstanding 1st line technical support to over 100,000 users, ranging from home users to IT managers, demonstrating an unwavering commitment to always delivering exceptional customer service.
• Offered expert advice, support, and practical assistance to system users via the IT service desk telephone system and remote support software tools, consistently resolving issues promptly and efficiently.
• Logged and processed support issues via telephone or email with unparalleled efficiency, ensuring that all customer inquiries were dealt with in a timely and effective manner, resulting in high levels of customer.
• Delivered top-notch support for a broad range of products, including Hosted Exchange 2007 and Exchange 2010, Hosted CRM, Hosted SharePoint (2.0, 3.0, 2010), Hosted Desktop, PC and Server Backup, Global Relay.
• Handled a 24/7 role, exemplifying my dedication to my work and my ability to thrive in a high-pressure, fast-paced environment, resulting in successful outcomes and high customer satisfaction.

Bachelor Of Science (Bsc), Computer Systems And Network Management

Gcse, Mathematics – A, German – A, English Language/Literature – B/B, R.E. – B,

Activities and Societies: School Prefect, Basketball team and Athletics team

Gcse, Mathematics – A, German – A, English Language/Literature – B/B, R.E. – B,

C, Electronics - C