Shayne Chapman Email & Phone Number

Halifax, Nova Scotia, Canada

• Conduct vulnerability management scans and prioritize mitigation efforts with stake holders.
• Work with security team and vendors to perform penetration tests, identify network vulnerabilities, and report on the findings to the proper stake holders.
• Implement security measures and operate security software to protect systems and information infrastructure.

Halifax, Nova Scotia, Canada

• Review vulnerability assessment / penetration testing reports on our products including BeyondInsight and U-Series Appliances to validate findings, review CVEs, provide mitigation options and escalate to Security.
• Analyze files flagged as malicious from AV software on U-Series Appliances and validate if legitimate.
• Maintain a lab to test new product releases including Microsoft Security Updates on U-Series Appliances.
• Facilitate training for some new hire associates and review Support cases to ensure best steps to move towards a timely resolution.
• Engage in weekly meetings with various groups including Escalations and Support to improve tools and processes.
• Participate in interviewing candidates for open TSE positions.

Halifax, Nova Scotia, Canada

• Respond to customer product tickets to provide troubleshooting and debugging support regarding Vulnerability Management which includes network security scanning, web security scanning and protection as well as endpoint.
• Manage communication flow between the customer and Development, Sales and Field Security teams.
• Escalate necessary items to Engineering for resolution.
• Analyze results of vulnerability scans to ensure valid findings.

Halifax, Nova Scotia, Canada

Halifax, Canada Area

• Field incoming technical issues for users with software, application and hardware problems while utilizing support and incident management tools in a fast paced environment.
• Respond quickly and effectively to requests for technical assistance received via phone or electronically while using demonstrated prioritization skills and sound judgement.
• Escalate problems to appropriate teams when necessary and act as a liaison between the user and internal support staff.

Bedford, Nova Scotia

• Supported IT Administrators via phone and email interactions with planning, installation, troubleshooting, maintenance and monitoring of the BlackBerry Enterprise Server.
• Enterprise Mobile Device Management experience regarding network design and ActiveSync including BlackBerry, Android and iOS devices.
• Analyzed logs for the BlackBerry Enterprise Server, ActiveSync, Windows Event Viewer and mobile devices to provide a Root Cause Analysis.
• Beta tested mobile devices and software for the BlackBerry Enterprise Server to provide feedback prior to their release.
• Mentored and coached associates to develop advanced technical skills and foster positive customer service behaviors.
• Reproduced business-impacting problems in a lab environment to validate issues and submitted technical escalations to a senior team when required.

Bedford, Nova Scotia

• Collected information and performed initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and post-installation issues.
• Logged customer interaction details in a ticketing based software system.

Dartmouth, Nova Scotia

• Escalated cases related to complex BlackBerry email and database problems, such as email integration, handheld OS reloads, tethering and backup/restoral of databases.
• Mentored and coached peers/new hire associates towards identifying root cause analysis and appropriate follow through actions to ensure resolution.
• Identified common call drivers and created job aids to alleviate unnecessary calls to the support queue.
• Held a key position for the launch of a sister site; specifically coaching agents on advanced technical troubleshooting procedures and explaining the whys behind the associated errors.
• Utilized a variety of web based knowledge systems, providing resolution in a clear and concise manner.

Dartmouth, Nova Scotia

• Advanced handset troubleshooting calls and identified escalated situations to be transferred to the manufacturer.
• Worked with leadership to identify common call drivers and partnered with training to ensure common drivers were covered in the training curriculum.
• Developed hands on relationship with the client by conducting in depth analysis of sensitive cases.
• Resolved trouble tickets that were created for performance problems with internal systems utilizing help desk software to ensure prompt resolution.