Manager of global incident response team, supporting customers using Sophos Managed Threat Response. Search for 'Sophos MTR' now to learn more.

Cyber Incident Response working in the Managed Threat Response team.

- Act as point of escalation for critical malware cases globally, liaising with colleagues and customers across 150 countries to efficiently seek sustainable solutions for malware attacks- Develop and deliver specialist training for colleagues with a focus on malware- Lead process and solution development activities to improve end-customer experience as well as providing colleagues with tools to support their roles

- Establish, maintain and manage good relationships by acting as escalation focal point for Platinum/Premium customers.- Answer telephone calls and emails for Platinum and Premium customers within the framework of defined SLA and while ensuring a high quality of service measured through department KPIs.- Investigate customer incidents by reproducing their technical problems in a test environment.- Escalate incidents by collaborating with the third line support team and other departments within Sophos.- Document and record all activities, telephone communications and emails from customers while respecting the high quality standards of the team.- Create and maintain customer documentation linked to welcome packs, customer flyers, general terms and conditions.- Produce support communications to Platinum and Premium customers such as recent virus alerts, product updates and new information.- Ensure that Platinum/Premium customers are identified by product managers and Sophos Labs.Implement and respect Technical Support best practices.- Participate actively in monthly team meetings and provide feedback on daily activity- Perform new product presentations to customers and other Sophos users- Provide technical training to other Sophos members.- Cooperate with Sophos local sales teams in order to support new customer requests- Support sales teams during customer visits to present incident reports- Send monthly incident reports to Platinum/Premium customers.

- Solve problems and deliver an experience so profound that customers love using our products and services and actively recommend them to others- Ensure customers have the technical tools and knowledge they need to run their business- Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes- Create online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers- Actively contribute to the development of new or changed processes and procedures- Manage multiple priorities within a fast paced environment- Update cases in order for progress to be tracked with each customer’s incident- Meet or exceed departmental transactional net promoter score- Adhere to departmental guidelines on average calls per day

Supporting schools through acting as the first point of contact for school staff, consulting customers to support root-cause identification and applying first-time fixes where possible.Secondment to technical resolution group to investigate mass data migration errors, leading a team to help formulate a solution and implement for in excess of 80,000 user accounts.Duties and key skills included: Handling technical customer issues to resolve or escalate within tight SLAs. Proactively identifying service improvements to enhance teaching and learning.Managing server performance and carrying out fixes remotely.

Providing technical support for customers including schools, universities and the Ministry of Defence, before earning a promotion to second-line support within four months where the role entailed providing customer site visits and remote-assistance to resolve advanced technical issues. Duties and key skills included:Designing and delivering training sessions on SQL-based solutions for new staff both nationally and in the Middle East including company-representation in public seminars.Identifying and resolving errors in programming code and corrupt database content whilst working to data protection rules.Testing beta software before public release and reporting bugs and possible improvements.Travelling across the country in a mobile role focusing on client engagement and issue resolution.

Completing training in Retail Management before adopting the role of branch manager, leading a team to transform the sales performance of an under-performing store.Duties and key skills included:Managing the book keeping, stock control and store layout for one branch.Recruiting, training and managing branch staff.

Owning and managing the operations of an independent retail outlet, developing the business concept and transforming this into both a popular store and online website.Duties and key skills included: Implementing sales promotions and creating point of sale media.Financial management of store accounts, wages and stock control.

Developing illustrations for car companies using AutoCAD technologies, translating customer requirements into material for car manuals sold internationally. During this time I project managed website design assignments, usingAdobe Flash, Director and Dreamweaver .Duties and key skills included:Creating illustrations for car owner's manuals and garage parts lists.Data entry and error checking.Website design, creation and maintenance.