 Ensures capture of all IT incidents Monitors and administer problem management system and follows up with assigned personnel to ensure timely resolution of problems Invokes problem escalation procedures to coordinate recovery Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s) Accountable for meeting systems Service Level Agreements Management of End of Day/Month/Year system processes Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities Enforcement of Information Systems policies, processes and procedures, Manages the Help Desk staff including consultation on performance evaluations Coordinates training requirements of Help Desk personnel Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department

 Ma n a g i n g financial system Projects, development, integration, testingand implementation as well as monitoring. Data Center management configuring new virtual machines using VMwarevirtualization tools Management of a Data Management System (DMS) and Cheque TruncationSystem (CTS) for processing cheques Information Technology help desk management and support Developing and enforcing IT policies with regard to systems and financialapplications Active Directory management, configuring and applying management policies Managing the Bank’s SMS gateway Ma n a g i n g financial system Projects, development, integration, testingand implementation as well as monitoring.

Information Technology help desk management and support Admi n i s t e r i n g Financial Systems, ensuring proper system integration,patch applications and ensuring systems uptime. Ma n a g i n g financial system Projects, development, integration, testingand implementation as well as monitoring. Management of a Data Management System (DMS) and Cheque TruncationSystem (CTS) for processing cheques Network architecture troubleshooting and monitoring ensuring acceptableavailability. Microsoft 2003/2005/2008 server management Active Directory management, configuring and applying management policies Managing the Bank’s SMS gateway Data Center management configuring new virtual machines using VMwarevirtualization tools