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Shane Burgess


  • +61 021 238 0912


Exceptional Customer Service and strong technical skills

Friendly, approachable, positive can-do attitude 

over 10 years experience in both IT and Property and Maintenance

Experience with troubleshooting problems and incidents in over 300 + applications

Mature, responsible and uses initiative to resolve incidents quickly

Excellent Time and Problem Management skills

Effective in working in Teams and using initiative when working alone

Work History


OCT 2014OCT 2016

Property & Lawn Maintenance

Taking care of rental properties, maintenance duties such as landscaping, cleaning, painting and renovation to keep them in good condition

Fence and gate repairs, smoke alarms, rubbish removal and water blasting

Vegetation clearance, lawn and garden maintenance including lawn mowing and weed eating

Building maintenance and repairs including building decks

Bathroom renovation and kitchen renovation

Window latches, housecleaning, roof and leak repairs

Exterior and interior painting of houses

Running a lawn mowing business


FEB 2016MAR 2016

IT Support

Troubleshooting training room PC hardware issues for students

Training students on how to use applications and how to use websites and the Internet

Helping students with sending emails, formatting cv's and cover letter's in Word


JUN 2012OCT 2014

Contact Centre Agent

Phone support for all Ministry Staff including Ministry VIP Staff

Logging and prioritizing all calls into VMWare Service Manager using SLA

Using Active Directory to reset passwords, file shares and access control

Managing the Ministry of Education contact centre mailbox logging and resolving all requests and incidents which are logged by users via the intranet or by sending to the contact centre mailbox directly using

Desktop support for Windows XP and Windows 7 Thin/Fat clients pc's and laptops including all Ministry internal applications and databases using remote access application called RealVNC

Troubleshooting of multi-function printers and resetting print jobs via print server

Participating in team training and weekly meetings and updating documentation and knowledge base

Performing IT inductions of new Ministry of Education staff


DEC 2009SEP 2011

IT Support Specialist

Phone and desktop support for over 500 Health line staff in Auckland and Wellington via logging and managing incidents and requests into Help Desk Manager

Resetting user passwords and setting up new users in Active Directory and assigning group policy and drive access on the network

Updating/configuring Avaya IP phones and voicemail including passwords

Setting up audio visual equipment and projectors for training rooms

24/7 remote on-call support for offices in Sydney, Melbourne, Perth managing all priority 1 and 2 calls

Desktop support for pc's, laptops and software installation and upgrades for both Wgtn and Akl call centres


JAN 2004AUG 2009

Help Desk Support

Phone support for Insurance Australia Group staff including State Insurance and Insurance brokers logging all calls into Remedy IT Service Management system

Using Active Directory to reset passwords, file shares and access control

Escalating and assisting with incident resolution and problem management with external providers Gen-i and Telstra until problem is resolved

Participating in team training and weekly meetings

Responsible for allocating work to other staff and induction training for new staff

Updating documentation and knowledge base and detailing common problems



Using Incident Management to prioritize  Incidents and Problems

Problem Resolution using service level agreements

Ability to research and use initiative for solutions


Customer service orientation and positive attitude

Team player who shares with others