Luke Bullen Email and Phone Number

• Delivered a managed Vulnerability Management solution• Uplifted security processes to meet current industry standards• Delivered two cloud application security broker solutions• Maintained and improved security for multiple ISO27001 environments

• Provided remote and in-person support for hardware, software and portable devices to over 4000 employees, with a myriad level of technological competence• Updated and maintained technical documentation and operation procedures• Diagnosed, resolved and escalated incidents in accordance with the ITIL framework and guidelines• Author of IT Security travel, handling, incident response and device preparation documentation• Developed solutions for IT Security incidents for the… Show more • Provided remote and in-person support for hardware, software and portable devices to over 4000 employees, with a myriad level of technological competence• Updated and maintained technical documentation and operation procedures• Diagnosed, resolved and escalated incidents in accordance with the ITIL framework and guidelines• Author of IT Security travel, handling, incident response and device preparation documentation• Developed solutions for IT Security incidents for the IT Support Specialists as well as Service Desk Show less

• Phone, email and remote desktop support.• Troubleshoot all incoming calls and emails; providing first contact resolution where possible and escalating unresolved incidents to the correct resolver group.• Send out end of day handover emails with details of majority incidents and current potential issues to all relevant parties.• Monitor multiple service queues to ensure service level agreements are not breached and aged incidents are being attended to.

I supervised a team of 9 service desk analysts for the BHP Billiton Nickel West.Team Lead / Queue Manager (BHP Billiton Nickel West)• Prioritization and scheduling of support, Consulting and Implementing tasks, training and testing• Implement Projects according to plan• Auditing of Service Desk staffs' technical abilities• Facilitate staff development and satisfaction. Leading to an improvement in customer satisfaction and business relationships• Manage Service Desk… Show more I supervised a team of 9 service desk analysts for the BHP Billiton Nickel West.Team Lead / Queue Manager (BHP Billiton Nickel West)• Prioritization and scheduling of support, Consulting and Implementing tasks, training and testing• Implement Projects according to plan• Auditing of Service Desk staffs' technical abilities• Facilitate staff development and satisfaction. Leading to an improvement in customer satisfaction and business relationships• Manage Service Desk staff to ensure the meeting of agreed SLAs Show less