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.
• 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.

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.

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.
• 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.

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.