Shane Wilson Email & Phone Number

Australia

Lake Illawarra, New South Wales, Australia

In my previous role, I had the privilege of leading the development and systems for the cybersecurity analyst team across 4 continents. Through this transformation, we revolutionized the way we delivered services to our customers and secured multimillion-dollar contracts with the U.S. government and other large organizations.As part of my responsibilities, I managed the daily operations of triage and ticketing systems, attended meetings with the cybersecurity analyst's teams, and coordinated with up to 20 staff. I also conducted maintenance of ticketing systems and built new modules while liaising with different engineering teams to submit tickets for resolving different faults.It was an incredible experience that taught me the power of innovation, collaboration, and perseverance. I'm grateful for the opportunity to have been a part of such a transformative journey and look forward to continuing to make a positive impact in Cybersecurity.• Daily operations of triage and ticketing systems.• Co-ordinate and attend meetings with Cyber security analyst’s teams managing up to 20 staff • Conducted maintenance of ticketing systems and building of new modules.• Liaison with different engineering teams submitting tickets to have different faults to be resolved

Wollongong, New South Wales, Australia

Desktop Support EngineerAs the Lead Desktop Engineer for the BlueScope project, I enhanced the processes and system metrics. I worked closely with the product owners within BlueScope to bridge the gap between I.T. services and the production side of the business. This was a major gap that had previously existed and transforming the way BlueScope interacted with I.T. had a significant impact. As a result, there was a rise in production and a decrease in downtime of industrial control systems. This led to an increase in BlueScope Steel production, which helped the company gain significant profits during the Covid period.• Triage of PC & and laptop Assets with SIEM (Next Think)• Triage Windows & Mac OS for faults, Retrieving \ Backing up Files• Troubleshooting /Configuring Printers & IT Hardware• Writing and updating of knowledge management articles

Sydney, Australia

As a Desktop Engineer for the South Coast region, my primary responsibility was to ensure the smooth functioning of applications and services provided by vendors across the Illawarra. My main goal was to maintain an 80% uptime of services, but I exceeded expectations and was able to keep it above 95% throughout my tenure.During my time in this role, I spearheaded a large-scale rollout of new workstations for the Department of Education on the Wollongong network. I also decommissioned Myer Shellharbour's AD and migrated the store's assets. Furthermore, I implemented a significant AD change for the RTA/RMS to Transport NSW, providing onsite face-to-face support to 200 users after the change. Additionally, I undertook various desktop support jobs as required across the Illawarra and Sydney regions.My tasks as a Desktop Engineer included triaging Windows and Mac OS for faults and retrieving/backing up files, troubleshooting/configuring printers and IT hardware, resolving wireless solutions and handset issues, resolving service and application malfunctions, and re-imaging laptops and desktops. I also handled various projects such as desktop rollouts, AD decommissions, and migrations.•Triage Windows & Mac OS for faults, Retrieving \ Backing up Files •Troubleshooting /Configuring Printers & IT Hardware•Wireless Solutions & Handsets, Service and application malfunctions• Re-imaging of Laptops & Desktops•Projects (Desktop Rollouts / AD Decommission & Migration)

Wollongong, Australia

As Lead Desktop Engineer, I mitigate risk to business IT systems and ensure security compliance. My services include managing customer incidents, ensuring network security, creating software images, providing IT services, project management, and troubleshooting. I also manage user access security, configure printers and other IT hardware, and provide wireless solutions and server maintenance.• Managing Customer Incidents• Ensure Network Security is Up to Date• Creating software Images for endpoint devices• IT Services: Computer & Printer services, Application support, Application development, Phone and Network services. • IT Project Management Services: Project Management services.• Develop and implement a software update schedule• Retrieving \ Backing up Files• Re-imaging of Laptops & Desktops (Local & Remote)• Troubleshooting DHCP Faults• User Access Security / Troubleshooting Via VPN Access• Troubleshooting /Configuring Printers & other IT Hardware • Wireless Solutions / Server Configuration / Maintenance• Wireless Solutions & Handsets, Service and application malfunction

Wollongong, Australia

Committed to proving 5 star customer service to all clients Shane brings a valuable skill set to his role as an Area Specialist at Brailey First National Figtree.Shane's philosophy is simple, 'We tell you what you need to know, even when it is not what you want to hear.'”Shane takes pride in his work ethic and he knows that giving feedback at every step of the process and providing transparent advice are key.Shane likes to take a no stone unturned approach to the final sales result. Working alongside Leanne Brailey and fellow sales agents, Shane is a trustworthy, dedicated and highly educated property professional, committed to exceeding client expectations.Shane has an expert understanding of the Illawarra and it's many communities. This, combined with his natural personality and commitment to his clients make him a truly outstanding choice for achieving your property goals.Shane is highly respected among his clients and peers, his total professionalism and exceptional reputation makes Brailey First National, the agency of choice in the Illawarra. Shane Wilson

Sydney, Australia

From delivering and financing a major toll road or operating one of Australia’s largest mines, through to designing a specialist blood plasma facility, creating telecommunications networks or fitting out a new retail centre, the breadth and depth of our expertise is what makes us unique. Irrespective of size or scope - we have the right people, the necessary skills and we always deliver.We operate across all stages of the project and infrastructure life cycle providing stand alone or integrated solutions.We value working closely with clients, contractors and other community and commercial stakeholders to achieve mutual benefits.Responsibilities:• Troubleshooting of Cisco Switches & Routers• Updating of Voicemail and Users Extensions with Cisco Call Manager• Re imaging of Laptops & Desktops (Local & Remote)• Triage of sccm groups / Troubleshooting sccm configuration within Windows• Rebuilding User Profiles• Retrieving \ Backing up Files from Tivoli Storage Manager• Troubleshooting DHCP Faults within Printer queues• Monitoring of Network Load via (Solarwinds)• User Access Via Active Directory / Active Directory Maintenance• Troubleshooting /Configuring Printers & other IT Hardware • Access & Maintenance of users Office & Outlook applications (2007 / 2010)• User Access Security / Troubleshooting Via VPN Access (RSA/ Symantec)• Logging of Priority Tickets to External Stakeholders for Extensive Network Outages• Configuration & Troubleshooting of Utilities (Printer, Citrix, Oracle & Legacy Applications)• Wireless Solutions & Handsets, Service and application malfunctions – Cisco, NEC, Avaya • Managing Customer Incidents and Service Requests (ITSM)• Wireless Solutions / Server Configuration / Maintenance (Exchange 2007/2010)• Project Management / Queue Management• Staff Training and Mentor support to first level team members• Update identified gaps to current procedures / work instructions

Sydney, Australia

Shared Business Services (SBS):SBS is a key group within Boral providing Financial and IT services to the Boral businesses, delivering value to its customers by supporting these services in a sustained and cost effective way. Services provided by SBS include: * Financial Transaction Services: Payroll, Fleet, Accounts Payable, Credit Management, Accounting & Reporting Services. * IT Services: Computer & Printer services, Application support, Application development, Phone and Network services. * IT Project Management Services: Project Management services. Responsibilities:• Troubleshooting of Cisco Switches & Routers 2100 and 900 series• Monitoring of Network via (Nedi)• User Access Via Active Directory / Active Directory Maintenance• Troubleshooting /Configuring Printers & other IT Hardware • Access & Maintenance of users Office & Outlook applications (2003 / 2010)• User Access Security / Troubleshooting Via VPN Access (Mi Token / Ubi Key)• Logging of Priority Tickets to Optus for Extensive Network Outages• Monitoring of Network via (Nedi)• Configuration & Troubleshooting of Utilities (Printer, Citrix, Oracle & Legacy Applications)• Wireless Solutions & Handsets, Service and application malfunctions – Cisco, NEC, Avaya • Managing Customer Incidents and Service Requests (HP Open View)• Wireless Solutions / Server Configuration / Maintenance (Exchange 2003/2010)• Jeopardy Management (SLA/ And SLA Breaching /Mitigation/ITIL - RCA)• Project Management / Queue Management• Staff Training and Mentor support to first level team members• Assisting Service Desk Team Lead with various duties and requests• Update identified gaps to current procedures / work instructions• Assisting In Outsourcing Project to external vendor

Sydney, Australia

Telsta/CBA Managed Service Desk is accountable for all operational activities between CBA and Telstra. This includes major streams of work including areas such as Mobility, Contact Centres, Enterprise Voice and Data Centres.Responsibilities:• Project Management / Queue Management• Configuration of Utilities within Cisco Call Manager• Wireless Solutions - Handsets, Service and application malfunctions – Cisco, Nortel, Avaya • Managing Customer Incidents and Service Requests (SMEC Remedy 7.5, HP Open View)• Wireless Solutions / Server Configuration / Maintenance (BES, Mobile Helpdesk, MICA)• Monitoring Netcool Alarming Systems• Working with Clarity software (SIIAM)• Jeopardy Management (SLA/ And SLA Breeching /Mitigation)• Working with network backbone over Telecom lines• Staff Training and Mentor support to first level team members• Assisting Service Desk Team Lead with various duties and requests• Update identified gaps to current procedures / work instructionsSome other technologies that were part of my day to day operations Included:Verint & Impact 360, Genesys, Symposium, PABX, IVR's & Bulk SMS