About Me

I’m Sauban Kidwai, a cybersecurity student at Curtin University and an IT professional currently working as a Service Desk Analyst at Programmed. My journey into cybersecurity was shaped by the 2022 Optus cyberattack, where I worked on the front lines at Zone Communications, helping customers protect their identities and manage the fallout of a major data breach. That experience gave me a unique perspective on the human impact of cyber incidents and inspired my commitment to building secure, ethical, and accessible systems. At Programmed, I provide frontline IT support to staff across Australia and New Zealand, managing incidents through ServiceNow, supporting Microsoft 365 environments, and assisting with major projects such as the Windows 10 to Windows 11 rollout. This hands-on role has strengthened my technical foundation in system administration, troubleshooting, and user support, while reinforcing the importance of security-first thinking in day-to-day IT operations. Beyond work and study, I’m passionate about ethical hacking, penetration testing, and secure application development, which I explore through CTF challenges, personal labs, and project-based learning. My goal is to bridge the gap between technical expertise and human-centered problem solving, contributing to a safer and more resilient digital world.

Work Experience

At Zone Communications (Optus), I gained over three years of experience in high-pressure customer service and sales environments. During the 2022 Optus cyberattack, I worked directly with impacted customers, guiding them through identity protection steps, providing Equifax support codes, and maintaining service continuity at a time of heightened uncertainty. This experience strengthened my ability to remain calm under pressure, communicate clearly, and deliver empathetic support while handling sensitive security-related incidents. I also developed strong interpersonal and problem-solving skills through daily customer engagement, product knowledge, and sales performance, which I now apply in IT and cybersecurity contexts.

In my current role as a Service Desk Analyst at Programmed, I provide frontline IT support to staff across Australia and New Zealand. This includes managing incidents and requests via ServiceNow, troubleshooting Microsoft 365 applications, VPN connectivity, and Windows 10/11 devices, as well as handling user account provisioning, licensing, and shared resource access. I deliver remote support using TeamViewer, assist with onboarding and offboarding processes, and escalate complex issues while maintaining clear communication and ownership of tickets. I also played an active role in the company’s Windows 10 to Windows 11 rollout, ensuring compatibility checks and smooth transitions for end users. These experiences have allowed me to combine my technical knowledge with customer-focused service, enhancing both my IT expertise and my ability to contribute to secure, resilient business operations.

Extracurricular & Awards

I placed 2nd in ANSTO’s national cybersecurity hackathon in 2020, and I am currently building a cybersecurity education platform for neurodiverse students for my capstone project at University. I actively participate in capture-the-flag competitions. I recently competed in the Huntress CTF challenge hosted by John Hammond and Huntress. I also recieved a Letter of Commendation from Curtin University for my High academic Achievement in 2023.

Sports & Interests

Outside tech, I’m currently play for Curtin University Football Club - competing in Amateur League Division 2 football. I also enjoy playing cricket with friends and family, and I really like gaming in my free time. I love exploring new technologies, especially in AI and machine learning, and I’m always looking for ways to apply them to cybersecurity challenges. An example of this is currently building this portfolio website using Next.js, Tailwind CSS, and Framer Motion to showcase my work and interests. I also enjoy reading about the latest trends in cybersecurity and technology, and I’m always eager to learn more.