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.• Work collaboratively with cross-functional internal teams, such as product management and engineering, to gather customer feedback and initiate product enhancements.• Providing mentoring and training to junior Technical Account Managers team for growth.

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 Policies, Single Sign-On, Active Directory, and Update Management. My responsibilities in this role included:• 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.• Collaborated with cross-functional teams including sales, engineering, and product management to identify and escalate customer issues and improve product offerings.• Consistently exceeded customer satisfaction targets and received positive feedback from customers for my technical expertise and customer service skills.• Documented customer issues and solutions to contribute to a knowledge base that was used to train and onboard new technical support engineers.• Keeping up to date with the latest security and technology developments• Researching/evaluating emerging cyber security threats and ways to manage them.• Monitoring for attacks, malware, intrusions and unusual, unauthorised, or illegal activity• Developing and implementing incident response plans to quickly respond to security breaches or other cyber threats.

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 daily tasks and achieve goals.• Successfully completed a range of significant projects, including the migration of On-Premises email to O365 during the pandemic, iManage Secure Document Management, and Global Top Threat Remediation, VPN client migration.• Possessed key skills in Ivanti Endpoint Administrator, JAMF 100 Certified, Office365, and collaboration software, enabling me to provide superior support and deliver outstanding results.• Demonstrated exceptional communication and problem-solving skills, collaborating effectively with cross-functional teams to resolve complex technical issues and ensure the smooth running of operations. • Overall, my contributions as a Client Platform Engineer played a critical role in driving success for Sony PlayStation and contributed to the development of my skills and experience as an IT professional.

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 planning, testing, and documentation of all key systems.• Implementing and maintaining security measures to protect systems and data from unauthorized access or breach.• Creating and maintaining documentation related to system configurations and processes.• Researching, designing, and delivering infrastructure solutions and systems as part of formal Project teams or working independently on Change Requests. This includes:• Collaborating with cross-functional teams to develop solutions that meet business requirements.• Conducting feasibility studies and recommending appropriate solutions.• Managing projects from initiation to delivery, including timelines, budgets, and resources.• Technologies/Applications used: Traps, McAfee, Darktrace, Octopus Deploy, Alien Vault, EMC Networker, SQL Server, LANDesk, Palo Alto Firewalls, Splunk, Netcrunch, Cisco Switches, Exchange 2010, IIS, Sharepoint. This involves:• Managing and maintaining various software and hardware components of the infrastructure and systems.• Troubleshooting issues related to the technology stack.• Keeping up to date with the latest trends, security, and developments in the technology domain.

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 develop the use of LANDesk on OneFamily devices.• 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 by providing essential contributions from device setup to telephony to networking and support resulting in a successful launch. Managing and supporting desktop and laptop computer systems across the organization, including software installations, hardware upgrades, and troubleshooting.• 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.• Managing and maintaining the organization's software licensing and compliance requirements.• Evaluating new hardware and software technologies and making recommendations for upgrades or replacements.• Leading projects related to desktop and laptop systems, such as hardware refreshes or operating system upgrades.• Mentoring and training junior members of the desktop engineering team.• Developing and maintaining documentation of desktop engineering processes and procedures.• Ensuring that desktop and laptop systems are secure and compliant with industry standards and best practices.

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 satisfaction.• 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, Blackberry Enterprise Server, ActiveSync, Message Labs, Office Communicator (OCS and Lync).• 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