Stephen Christopher Brooks Email & Phone Number

Brisbane City, Qld, Au

Brisbane City, Queensland, Australia

Stanwell is Queensland’s leading provider of electricity and energy solutions to the National Electricity Market and large energy consumers along the eastern seaboard of Australia. Stanwell are one of the top three energy generators within Australia and offer a wide range of energy solutions that include coal, hydrogen, solar farms, wind farms and energy storage capabilities.Working within the Enterprise Applications and Database team my day-to-day responsibilities… Show more Stanwell is Queensland’s leading provider of electricity and energy solutions to the National Electricity Market and large energy consumers along the eastern seaboard of Australia. Stanwell are one of the top three energy generators within Australia and offer a wide range of energy solutions that include coal, hydrogen, solar farms, wind farms and energy storage capabilities.Working within the Enterprise Applications and Database team my day-to-day responsibilities include:• Monitoring the health and performance of applications contained within my portfolio. • Responding to internal staff requests and managing incidents.• Managing user licenses and ensuring that budget overspend has not occurred.• Undertake business requirements analysis to identify areas of opportunity for improvement around existing products and services.• Participation in planning and execution of disaster recovery activities.• Liaise with external software vendors to coordinate application and platform upgrades where the solution is a SaaS based product.• Post implementation testing after environmental upgrades and patching has been performed by other internal and external ICT service provider groups.• Product analysis for features and services that the wider business has marked as having potential benefits to its ongoing operations.• Liaison with internal stakeholders to ensure that the expectations of the supported products, services and third-party providers are met to the agreed service level targets. Show less

Brisbane City, Queensland, Australia

Prvidr is an Australian owned B2B, managed services provider that hosts SaaS solutions on behalf of a variety of subscription based companies within the tele-communications industry. Managing a team of six support analysts remotely, (located both interstate and overseas) my responsibilities as Support Team Leader within Prvidr were to:* Liaise with various internal and external stakeholders to ensure that business needs were being met.* Ensure that agreed incident and… Show more Prvidr is an Australian owned B2B, managed services provider that hosts SaaS solutions on behalf of a variety of subscription based companies within the tele-communications industry. Managing a team of six support analysts remotely, (located both interstate and overseas) my responsibilities as Support Team Leader within Prvidr were to:* Liaise with various internal and external stakeholders to ensure that business needs were being met.* Ensure that agreed incident and request service level agreements were adhered to.* Client communications were circulated whenever there was an active high severity incident.* Standards of incident management performed by support staff under my leadership were up to the standards of Prvidr and its clients.* Accurate incident metrics were reported on to various levels of leadership within Prvidr and its clients.* An environment based around respect, acknowledgement of success and true personal growth was fostered.These responsibilities were achieved by:* Defining the roles and scope of the newly created Service Desk function within Prvidr. * Participation in the creation of organisational policies such as the incident management policy and on call policies.* Chairing regular internal company service provider meetings and client facing meetings to ensure that the quality of service was being maintained. In conjunction with this, these meeting also served to ensure that any operational issues were identified and addressed ahead of becoming significant issues.* Ensuring that the categorisation and management of both requests and incident was completed correctly to attain the best quality of ticket metrics.* Regular one on one meetings with team members under my leadership and an "always available" approach to leadership to ensure that individual staff life circumstances could be discussed and navigated effectively. Show less

TABCORP is an Australian based, world-class diversified gambling entertainment group that employs more than 5,000 people.With locations across Australia, Las Vegas, USA and Isle of Man, TABCORP's operations include three market leading businesses: Lotteries and Keno; Wagering and Media; and Gaming Services.Duties, responsibilities and expectations included:* Provide level 3 platform support for products such as Atlassian's Jira and Confluence, Slack, ServiceNow and… Show more TABCORP is an Australian based, world-class diversified gambling entertainment group that employs more than 5,000 people.With locations across Australia, Las Vegas, USA and Isle of Man, TABCORP's operations include three market leading businesses: Lotteries and Keno; Wagering and Media; and Gaming Services.Duties, responsibilities and expectations included:* Provide level 3 platform support for products such as Atlassian's Jira and Confluence, Slack, ServiceNow and Office 365, specifically within the SharePoint and Teams components of Office 365. * Support for web-based, gambling industry specific applications.* Requirements analysis for the purpose of driving technological innovation. * Participation in disaster recovery and business continuity planning exercises. * Implementation of change within organisational change management procedures.* Compliance within legislation relating to the gambling and entertainment industries.Key projects worked on:* The separation between The Lottery Corporations and Tabcorp during the demerger.* Continuous on-premises, AWS hosted Jira and Atlassian application version upgrades were completed to ensure the integrity of these applications.* Decommissioning of several legacy applications.* Discovery performed on enabling Single Sign On for Tabcorp's enterprise Slack environment.* Discovery performed around moving the above mentioned AWS hosted Atlassian suite to the Atlassian hosted cloud version. Show less

Provided assistance on the Windows 7 to Windows 10 Operating System uplift as well as, on an as-needed basis, back filling the Service Desk and providing incident and service request management.• Compiling information related to in-scope assets such as location, current use and business criticality.• Performing bulk Windows 10 operating systems installs on HP and Lenovo desktops as well as laptops.• Offering first level service desk support when needed in peak times throughout… Show more Provided assistance on the Windows 7 to Windows 10 Operating System uplift as well as, on an as-needed basis, back filling the Service Desk and providing incident and service request management.• Compiling information related to in-scope assets such as location, current use and business criticality.• Performing bulk Windows 10 operating systems installs on HP and Lenovo desktops as well as laptops.• Offering first level service desk support when needed in peak times throughout the business. Show less

Brisbane, Queensland, Australia

Previously responsible for providing Level 1 and Level 2 desktop support to the Morgans Financial Limited staff based out of their Brisbane based head office, and on occasion, their network of franchise offices located throughout Australia. Duties included:•Incident management - end to end incident and request life-cycle fulfillment.• Supporting Windows 7 and Windows 10 operating systems on Dell desktops and laptops.•Liaison with third party vendors to ensure that our… Show more Previously responsible for providing Level 1 and Level 2 desktop support to the Morgans Financial Limited staff based out of their Brisbane based head office, and on occasion, their network of franchise offices located throughout Australia. Duties included:•Incident management - end to end incident and request life-cycle fulfillment.• Supporting Windows 7 and Windows 10 operating systems on Dell desktops and laptops.•Liaison with third party vendors to ensure that our fleet of Ricoh and HP print and multi-function devices remained operational.• Providing support to desktop applications such as Microsoft Office suite, Adobe Creative Cloud, Lotus Notes as well as a number of propriety applications used by the business.• Technical assistance with Video conferencing technologies such as Cisco's Webex, Microsoft Teams and Zoom. Show less

Spanning over 27 offices within 15 global locations, Ashurst LLP is a true industry leader within the legal industry. My role within the Financial Systems Applications Support team was to provide support to the wider Ashurst business within the Thompson Reuters 3E platform and its various integrated applications.• Level 1- 2 application incident support analyses.• Perform Quality Assurance from a Financial Systems perspective on newly opened matters.• Liaison with the… Show more Spanning over 27 offices within 15 global locations, Ashurst LLP is a true industry leader within the legal industry. My role within the Financial Systems Applications Support team was to provide support to the wider Ashurst business within the Thompson Reuters 3E platform and its various integrated applications.• Level 1- 2 application incident support analyses.• Perform Quality Assurance from a Financial Systems perspective on newly opened matters.• Liaison with the local service desk to ensure that incidents were resolved in a timely manner.• Perform daily health checks on the 3E platform and its integrated applications such as Billback and Chrome River.• Creation of new user and the amendment of user permissions on user accounts as staff changed positions. Show less

Service desk modeled application support role, providing technical and non-technical support to both internal government stakeholders, as well as, members of the public utilising the CONNECT platform. • Incident management and ticket logging on all CONNECT incidents received via phone or email. • Assist internal and external customers of the CONNECT platform with various “how to” questions.• Escalate any repeatable, non-fixable issues to the development team for remediation.

Brisbane, Australia

Pipefish are an enterprise level, IT implementation specialist organisation with an extensive track record for controlled project delivery within large and complex organisations. Overview of Position:Serving as the escalation point between the off shored, level 2 ServiceNow support team and the Pipefish development team based out of RioTinto’s Brisbane head office, my duties were as follows: • Chairing fortnightly progress meetings to discuss Service Level Agreement… Show more Pipefish are an enterprise level, IT implementation specialist organisation with an extensive track record for controlled project delivery within large and complex organisations. Overview of Position:Serving as the escalation point between the off shored, level 2 ServiceNow support team and the Pipefish development team based out of RioTinto’s Brisbane head office, my duties were as follows: • Chairing fortnightly progress meetings to discuss Service Level Agreement adherence, outstanding incidents, customer satisfaction results and other general team concerns.• Escalation of ad-hoc onto the level 3 development team.• Unit and User Acceptance Testing of ServiceNow development iterations.• Technical and procedural documentation of implemented solutions.• Level 2-3 application incident support analyses.• High end application requirements analysis. Show less

Brisbane, Australia

Finance Technology Managed Service Provider.Multi-level, banking infrastructure support for multiple financial institutions. Key Achievements:* PCIDSS Compliance Project- Designed processes followed by the TSWG Service Desk, relating to the administration of client services within a PCIDSS compliant environment.* Technical project support with the roll out of Citrix based managed desktop environments across multiple clients.* Assisted in the development of… Show more Finance Technology Managed Service Provider.Multi-level, banking infrastructure support for multiple financial institutions. Key Achievements:* PCIDSS Compliance Project- Designed processes followed by the TSWG Service Desk, relating to the administration of client services within a PCIDSS compliant environment.* Technical project support with the roll out of Citrix based managed desktop environments across multiple clients.* Assisted in the development of streamlined client notification processes for the TSWG Service Desk. Show less

Brisbane, Australia

Australia’s largest real estate group.While working for Ray White Corporate Head Office Brisbane, my duties included, but were not limited to:* Providing applications support for both internally and externally developed, real estate industry specific appplications. This support was provisioned across a multi-national, 1000 office environment which compromised of more than 12,000 end clients.* Google Apps for Business user administration across a multi-domain environment… Show more Australia’s largest real estate group.While working for Ray White Corporate Head Office Brisbane, my duties included, but were not limited to:* Providing applications support for both internally and externally developed, real estate industry specific appplications. This support was provisioned across a multi-national, 1000 office environment which compromised of more than 12,000 end clients.* Google Apps for Business user administration across a multi-domain environment. * Testing of internally developed applications designed for our franchisees to self administer their offices with. This testing encompassed application usability, bug finding and reporting these findings to the applications development team.Key Acheivements:* Instrumental in the network wide, two-factor authentication setup project. This project encompassed training our franchisees to administer this product themselves, as well providing technical assistance with regards to issues these customers faced when enabling two-factor authentication.* Provided technical assistance with the release of a Ray White internally developed application that allowed our franchisees the ability to self-administer their office and their staff. This project was heavily focussed on training staff on how to use new and existing features.* Provided technical support on the Head Office relocation project. Show less

Brisbane, Australia

Suncorp Group is the leading provider of general insurance, banking, life insurance and wealth management in Australia and New Zealand.

Toowong, Queensland, Australia

Corporate Applications Support - BOQ Account.Within my tenure as an Application Support Analyst on the BOQ account, I assisted in providing support for several financial services based applications. During this time I also assisted with the development and go-live phases of a replacement CRM for the BOQ branch environment.Often, I would be required to liaise with other HP Service Provider Groups in order to identify and resolve application related incidents.Key… Show more Corporate Applications Support - BOQ Account.Within my tenure as an Application Support Analyst on the BOQ account, I assisted in providing support for several financial services based applications. During this time I also assisted with the development and go-live phases of a replacement CRM for the BOQ branch environment.Often, I would be required to liaise with other HP Service Provider Groups in order to identify and resolve application related incidents.Key Acheivements:* Assisted in the Live Disaster Recovery action plan as a result of the 2011 Brisbane floods.* Disaster Recovery testing for applications included within my portfolio.* Testing and deployment of new releases of the aforementioned CRM into DEV, UAT and Production environments.* Assisted with the creation of, and testing of, test case scenatios for legacy applications integration into Microsoft Windows 7. Show less

Desktop Support Technician - BOQ Corporate Head Office & EDS Brisbane Head OfficeOnsite level 2 technical resource, who provided customer and technical support across an array of desktop, laptop, network, printing and applications based techologies within a financial services organisation.Key Achievments:* Within a team of 3 Service Desk Technicians, we supported a combined customer base (EDS and BOQ) of approximately 500 clients.* Client nominated to provide VIP… Show more Desktop Support Technician - BOQ Corporate Head Office & EDS Brisbane Head OfficeOnsite level 2 technical resource, who provided customer and technical support across an array of desktop, laptop, network, printing and applications based techologies within a financial services organisation.Key Achievments:* Within a team of 3 Service Desk Technicians, we supported a combined customer base (EDS and BOQ) of approximately 500 clients.* Client nominated to provide VIP support to BOQ group executives limited to 20 key group executives.* Instrumental in several high volume staff desk relocation projects.* Adherence to strict Service Level Agreements.* Liaison with key client stake holders in order to deliver the best possible business solutions to the client.* Liaison with Level 3 internal (EDS) Service Provider Groups in order to deliver best possible technical solutions to the client.* Promoted internally by EDS to support BOQ Corporate Applications as an Applications Support Analyst. Show less

Brisbane, Australia

Preventative Maintenance and Customer Liaison- EDS Head Office Brisbane.During my time as a Fuji Xerox Global Services Customer Support Officer, I was responsible for, or assisted with:* Mass deployment of Fuji Xerox devices across multiple client sites.* Train the trainer style information sessions on newly deployed FXGS devices.* Adherence to client and FXGS negotiated Service Level Agreements.* Central point of contact between FXGS and their customers to… Show more Preventative Maintenance and Customer Liaison- EDS Head Office Brisbane.During my time as a Fuji Xerox Global Services Customer Support Officer, I was responsible for, or assisted with:* Mass deployment of Fuji Xerox devices across multiple client sites.* Train the trainer style information sessions on newly deployed FXGS devices.* Adherence to client and FXGS negotiated Service Level Agreements.* Central point of contact between FXGS and their customers to ensure reliability and continutiy of services. Oftentimes these were business critical services for FXGS clients within the Legal, Financial and Governmental sectors.* Consumble stock item storage, ordering and rotation.* Liaison with other FXGS and client based Services Provider Groups to assist in troubleshooting printer and Multi Function Devices related incidents. * Planned maintenance based activities to minimise the likelihood of service disruptions. Show less

Apmg - Agile Project Management Practitioner Certificate

Apmg - Agile Project Management Foundation Certificate

Apmg - Agile Project Management Practitioner Certificate

Prince 2 - Foundation Certificate

Itil Foundation V3

Comptia A+ Hardware & Software

Certificate Iii- Community & Human Services

Certificate Ii- Kitchen Operations

Certificate Ii - Housekeeping

Certificate Iii Hospitality Operations

Diploma Community & Human Services