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 Operations when applicable. • 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. • Work closely with the Escalation Team to identify valid product bugs and discuss valid workarounds until a permanent fix is available. • Review cases escalated by Support for in depth Root Cause Analysis. • Support our Cloud customers in Azure which involves querying log files in Log Analytics.

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 protection / local assessment.• 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.• Collaborated with Technical Account Managers to resolve executive escalations.

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.