Drew C. Email & Phone Number

Perth, Wa, Au

Perth, Western Australia, Australia

- Detecting and responding to incidents in real time, including configuring and managing Sentinel analytical rules.- Proactively monitoring Sentinel, promptly responding to security incidents for minimised impact and swift resolution.- Incident response efforts during cybersecurity breaches, containing and mitigating its impact, and providing comprehensive post-incident reports.- Analysing Security logs to identify suspicious activities and potential breaches.- Writing detailed documentation and reports on security incidents, investigations.- Working knowledge in Microsoft Defender for Endpoint and Defender for Cloud, enhancing endpoint and cloud security.- Microsoft Purview for data governance and compliance.- Collaborative team player, actively participating in cross-functional teams to enhance security practices and mitigate risks.

Murdoch, Western Australia, Australia

Reporting to the EUC Manager working to support Fiona Stanley Hospital:• Working a 4 on 4 off roster days and nights to maintain 24/7 support.• Responsible for 2nd, 3rd line support resolution.• Network port patching, • Mobile and wireless phone configuration and support as well as all end user devices. • Supporting Corporate, Clinical and Facilities Staff technological requirements during the COVID19 Pandemic. • Assisted the stand up of covid clinics technology, such as printers, computers, WOWs, iPads.• Supporting staff during Windows 10 Rollout and Health Depts migration to Office 365 from on-prem Exchange. • General IT assistance and user training and awareness.

Murdoch, Western Australia, Australia

Reporting to the Service Desk Manager working to support Fiona Stanley Hospital: Same role as with BT below, however due to a company merge contract change I was hired through Serco to continue in the Service Desk role.

Perth, Australia

Reporting to the Service Desk Manager working to support Fiona Stanley Hospital:• Working a 4 on 4 off roster days and nights to maintain 24/7 support.• Logging all calls via email and phone within BMC Remedy and SmartIT, Agility and HPSM Service manager. • Ensuring the availability of the Service Desk service meets and exceeds defined service levels.• Ensuring contractual KPI’s with customers are met.• Undertaking maintenance and administrative activities.• Responsible for the end-to-end management and monitoring of incidents and requests.• Responsible for 1st and 2nd line support resolution.• Responsible for own technical work activities.• Building strong relationships with stakeholders including team members, managers, application specialists, vendors, and customers at a peer level.• Participating in and promoting a culture of customer excellence within the Service Desk team.• Ensuring the Service Desk team undertakes activities in accordance with the ITIL service management framework.• Supporting Corporate, Clinical and Facilities Staff technological requirements during the COVID19 Pandemic.• Assisted the stand up of covid clinics technology, such as printers, computers, WOWs, iPads.• Supporting staff during Windows 10 Rollout and Health Depts migration to Office 365 from on-prem Exchange. • General IT assistance and user training and awareness.

Perth, Australia

• Conducting daily backup checks, and systems monitoring. • Maintaining customer environments.• Planning, delivering, and reporting on scheduled and proactive maintenance.• Working to resolve service requests and incidents in line with Cirrus SLAs.• Remote support and customer site visits for onsite support.• Establishing documentation and maintaining KBAs for managed services.• Conducting an on-call roster to maintain 24/7 support.• Responsible for maintaining server environments. MS Server 2008, 2012, etc.• Supporting O365 Admin.

Perth, Australia

Continuing my role with Arjo after returning to Australia with a wider array of support. Responsible for APAC region support 1st, 2nd line.• Worked Closely with Onboarding teams to ensure a successful outsourcing of the APAC Service Desk. • Enhanced PC and Laptop build lists to ensure more accurate deployments to users.

Luton, United Kingdom

• Providing 1st & 2nd line technical and operational support for EMEA & APAC customers• Supporting an estate of 4500+ users, across multiple sites• Using local and remote tools/practices, to support users• Working within a structured ITIL aligned framework• Using logical analysis to quickly identify issues/implement solutions• Creating/amending/using knowledge documents/processes• Ensuring calls are managed in accordance with Service Level Agreements (SLA)• Responding to all requests/faults submitted by telephone, email and the call management system, incl. logging, resolving and escalation• Prioritising and allocating support calls to the appropriate support area/team• Diagnosing/resolving both hardware/software faults• Owning/controlling all customer calls, across 1st/2nd/3rd level teams, ensuring SLA is met• Managing all customer communication regarding their incidents / service requests• Administrating the call management system, BMC Remedy• Supporting/contributing to continual service improvement plans• Working with suppliers/internal teams to meet customer requirements• Developing/maintaining knowledge of service desk processes/suppliers/supported systems• Gathering/analysing performance data, incl. customer feedback, SLA metrics• Identifying/supporting continuous improvement activities, reducing costs/resolution times• Highlighting emerging risks/issues, supporting/identifying actions to resolve• Liaising with project teams to facilitate service transition activities• Preparing/presenting end user training material• Supporting/developing self-help processes/documentation• Ensuring all customer complaints/issues are handled/escalated appropriately• On boarding new Staff and device configuration

General Bar duties & service

General Bar duties

General bar duties, bar supervision, opening and closing, menu creation.

General bar duties, bar supervisor, staff training

Master Of Cyber Security

Return to tertiary study to obtain master’s through ECU’s accelerated study mode.

Bachelor Of Science (Cybersecurity), Computer And Security Science

Activities and Societies: CASSA Studying Cybersecurity focussing on information security, Computer Forensics, Information Warfare, IT.

High School, High School

High school

High School, High School

Activities and Societies: General High School Education General High School Education