Shawn Taylor Email & Phone Number

City Of Gold Coast

Gold Coast

Surfers Paradise

Primary responsibility: to provide desktop support to council staff across the Gold Coast region.• Support and maintain desktop Managed Operating Environment (MOE) platform with adherence to ITIL-based operational support and delivery processes.• Provide operational support including the installation and upgrading of hardware and software on council’s PC platforms and problem resolution that often includes organising assistance from areas outside of Desktop Support.• Deliver remote site support and maintenance for all council sites.• Manage customer support requests generated via the Service Desk with an understanding of and adherence to Service Level Agreements (SLAs).• Provide a high level of technical expertise and knowledge to other technical services areas.• Update and review documentation for council’s desktop hardware and software.• Delivered various projects including:- Team member of the City of Gold Coast’s Windows 7 with Office 2010 project. - Appointed to manage the complete rollout for the weighbridges’ software upgrade (an upgrade rendered urgent as a result of legislative change).• Nominated for the City of Gold Coast PET Star Award for outstanding customer service.

Gold Coast

Primary responsibility: to provide complex network design for high schools in South East Queensland including providing network and server infrastructure support.• Assisted in the deployment (Ghost and Altiris) and maintenance of the departmental MOE for XP, Windows 7 and Server 2003 and 2008.• Troubleshot issues on network infrastructure on LAN and WAN (TCP/IP, DNS, DHCP) including switches, port assignment, VLANs and fibre connectivity.• Delivered network design (Visio) and the upgrade of current wireless infrastructure for secondary schools in South East Queensland.• Assisted in the preparation of infrastructure audits and reports for the Regional Coordinator.• Maintained relevant documentation and procedures on all tasks.• Worked proactively to enhance the reliability and accessibility of schools’ ICTs to facilitate access for teaching and learning purposes.• Worked as part of a team to communicate technical information, issues and developments capable of improving technical support in schools.• Provided responsive and client-focussed support to schools.• Delivered the rollout of wireless network infrastructure and 22,000 end-user devices across 40 sites. I delivered a complex network design for high-density wireless using physical and logical network audits using 3Com Network Director and MS Visio. The project was delivered on schedule and within budget.

Brisbane, Australia

Primary responsibility: to provide local and national 2nd line support to all News Ltd sites.• Provided professional and effective national second-level support to all News Limited business users and departments on various networks (LAN, WAN and VPN) and computer systems, onsite or remotely within a best practice ITIL Methodologies.• Liaised with third-level support staff to resolve incidents escalated by the Service Desk.• Managed the rollout hardware and/or software as per the SOE.• Translated technical information and procedures to end-users.• Performed imaging and maintenance of Windows XP PCs using Ghost and SCCM.• Used VB Scripting to gather information from remote PCs for reporting purposes.

Gold Coast

Primary responsibility: to provide local and remote 2nd line support.• Delivered second-level technical support.• Performed hands-on fixes at the desktop (XP) and remote level to resolve application and software issues on mission-critical applications.• Installed and upgraded software, installed hardware, implemented file backups and configured systems and applications.• Recorded, tracked and documented the problem-solving process and actions taken through to final resolution.• Communicated application problems and issues to key stakeholders including management, development teams, end users and team leaders. • Tested fixes and performed post-resolution follow-ups to ensure problems were resolved adequately and within SLAs. • Responded to and resolved hosting infrastructure problems (LAN, WAN and VPN) detected by internal monitoring systems.• Performed preventative maintenance including the installation of service packs, patches, hot fixes and anti-virus software.