• Provided RFP/RFI quote and Sow.• Liaison with Sales, Delivery and Product Management teams to agree on deliverables as part of the formal internal sign-off process (QA).• Triaged of client requirements to ensure the correct resource is assigned to support sales opportunities.• Supported the sales team in client facing engagements, working to understand the business needs and provide the right solutions to assist organizations in improving their business continuity posture within a pre-sales consultative setting.• Responsible for gathering of information and ensuring a comprehensive scope of requirements is understood and can be communicated back to the customer. This information may be in written form, face-to-face discussions, and video conference.• Attended client conference calls to provide technical assistance to the account manager contact, ensuring the scope proposed by NCC Group meets the client’s requirements.• Supported the wider team in more complex, multi-phased engagements.• Acted as an escalation and support team for delivery consultants when they engage with customers in a presale’s capacity.

• Supervised, monitor, and collaborated with internal staff and management team on all systems-related issues pertaining to the operation of cloud solution• Managed Integration of Cloud solutions with NA customers• Provided end-user communication on service, and service improvements• Provided support for NA region• Performed product testing and evaluation during per-release cycle• Troubleshoot field problems• Reviewed and provided process improvements.

• Provided advanced level system and application support• Tested, reproduced and identified defects reported by customers• Troubleshoot issues using Microsoft SQL and MY SQL database/ HTML/ XML• Provided advanced knowledge of MS Networking, Knowledge of database strategy and routing networking concepts

• Assisted passengers in distress, including providing emergency medical care to the ill or injured• Carried out apprehension and arrest procedures, issued warnings and citations• Performed vehicle and foot patrol activities on transit and surrounding areas to ensure public safety

• Managed and supervised IT professionals across NA• Ensured escalated service request & SLA’s are handled in a timely manner• Reviewed and provide business process improvements on support delivery.• Implemented and maintained the proper operation of the facility's systems, equipment and software• Developed and maintained analytical procedures to improve incident identification and efficiency• Consistently consulted with stakeholders within the business to ensure alignment of initiatives and strategies• Demonstrated ability to drive process improvement and identify gaps• Provided strategic plans for implementing information technologies• Provided recommendations for IT direction based on business requirements, best practices, and advancements in technology• Handled prioritization of incidents, outages, patch updating, new roll outs and system monitoring• Maintained disaster recovery and back-up procedures• Delivered metrics and reporting on platform status, health, and trends

• Oversaw technical projects in alignment with organizational goals.• Created support documentation that empowered and enabled support community.• Managed and provided administration of computer security systems and their security software• Handled software versioning management, patching, quality assurance and deployment• Provided proactive maintenance, monitoring and support of Windows 7,10, Servers 2008R2, 2012R2, switches and firewall, voice over IP provisioning • Implemented backup/storage schema using Symantec NetBackup Solutions• Managed Azure Active Directory, Office 365 SharePoint and Email• Configured, implemented, supported and maintained physical and virtual servers, Provided administration of AD, GPO, VPN