Adelaide, South Australia, Australia
Outcome-driven IT professional with over 9 years of experience in the technology industry. Established track record in delivering value and innovation in IT cyber security, operations, support, and project management. Proficient in implementing, optimising and securing IT infrastructure, ensuring efficient operations and driving organisational success. With a focus on leveraging technology to achieve business objectives, I bring a strategic mindset and expertise in various technologies to contribute to the growth and success of organisations.
• Identify and Mitigate Security Risks: Analyse security risks, implement mitigation strategies, and ensure compliance with organisational policies, regulatory requirements, and industry best practices. • Develop Security Documentation: Prepare and maintain security policies, risk management reports, incident response plans, and compliance records to support regulatory and operational requirements. • Conduct Security Audits and Compliance Reviews: Perform independent security assessments, review operational controls, and ensure adherence to relevant legislation, industry standards, and organisational policies. • Monitor and Respond to Security Threats: Observe security threats, assist with threat intelligence activities, and escalate potential risks in line with established security protocols and procedures. • Support Risk Assessments and Security Operations: Conduct routine vulnerability assessments, investigate access control issues, maintain security records, and assist in addressing security-related incidents. • Investigate and Report Security Incidents: Respond to security incidents, document findings, escalate as required, and contribute to remediation efforts to strengthen security resilience.
• Deploy and configure systems utilizing Red Hat Linux and Windows Servers, ensuring seamless integration with client environments and adherence to security protocols. • Maintain and optimize lab infrastructure for CDS, leveraging Virtual Machines on vSphere platform to enhance scalability and performance. • Conduct rigorous qualification testing of CDS products, including SElinux configuration, to validate compliance with industry standards and customer specifications. • Lead troubleshooting efforts diagnosing and resolving technical issues with infrastructure and CDS product support queries. • Collaborate closely with cross-functional teams to document and update system configurations, ensuring accuracy and consistency for future deployments and support activities. • Configure and manage network switches, implementing VLANs and access control policies to enforce network segmentation and mitigate security risks.
• Effective Team Leadership: Successfully led, motivated, and mentored a high-performing team, ensuring compliance with client Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). • Streamlined Operations Management: Efficiently managed work priorities, schedules, and staff rosters, optimizing resource allocation and driving cost-effective operations. • Process Optimization: Implemented standardised procedures to enhance team efficiency and improve workflow effectiveness. • Customer Satisfaction Focus: Proactively addressed customer needs, resolved escalations, and maintained positive relationships with clients and vendors, ensuring high levels of customer satisfaction. • Service Level Excellence: Consistently achieved SLA targets, compiled comprehensive operational reports, and leveraged data insights for continuous service improvement.
• Efficiently manage the daily work priorities, schedules, and rosters of the Service Desk team. • Operate the ITIL Transition Operation processes by utilizing ticketing tools to handle tickets for all types of contact. • Foster a strong customer relationship by proactively adding value to exceed customer expectations. • Prepare and analyse daily, weekly, and monthly reports to identify trends and areas for service improvement. • Oversee all aspects of staffing, including skilled recruitment, onboarding, training, KPIs, performance management, punctuality, attendance, and leave. • Facilitate the growth of individuals through best practice training, coaching, and guidance, utilizing assessment and development tools for staff evaluation, growth, and contribution to workplace planning.
• Acted as the escalation point for Level 1 Service Desk analysts, providing expertise and guidance on technical issues. • Researched and implemented fixes for new issues, collaborating with Level 3 resolver teams when required. • Trained and onboarded new Service Desk staff, providing technical and process training as needed. • Improved the quality and coverage of knowledge articles to enhance the support knowledge base. • Recognized areas for improvement and collaborated with the team to implement effective solutions. • Attended customer locations for on-site meetings and assisted in due diligence activities. • Automated repeatable tasks, increasing overall efficiency.
• Provide first-level contact and problem resolution for up to 500 users, with hardware, software and applications problems. • Travel to 30+ sites to provide on-site assistance and configuration of new equipment. • Resolve easy to complex IT issues from level 1 to level 2. • Ensure new users are set up on all relevant corporate systems. • Imaging of new PCs and laptops with the standard set of software used by CTTG staff. • Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. • Monitor and track Helpdesk enquiries through the Council’s Helpdesk software and provide timely feedback to customers on the progress of requests. • Training of staff in Council’s software systems as required.