Jonathan Ilagan Email & Phone Number

Sydney, New South Wales, Au

New York, New York, Us

Responsibilities & achievements included: 24 hour on call user support; Help ensure that the reliability and security of the system is maintained at all times; Monitor the systems performance and undertake maintenance and upgrades that are required; Troubleshooting hardware and software problems; Work on projects as required by the SFE (Sydney Futures Exchange); Diagnose and ensure effective resolution of faults and of problem incidents arising from users; Maintain effective liaison with other support teams on identifying users enquiries to be escalated; Maintain constructive relationships with users and ensure requirements are met within acceptable time scales (SLA); Support Market Data systems such as Reuters, Bloomberg & Iress ; Support Citrix and Blackberry devices; Produce detailed specification for each project completed at Citigroup; Ensure that all projects maintain that the ultimate business objective and business deliverables remain the core of the project and throughout its project life cycle; Coordinate with business Unit and Line Managers to identify opportunities for process and work flow improvementsProjects completed: EXIGO Application for Citigroup Fixed Income and Futures with the SFE(Sydney Futures Exchange)- 8 Month Project Restructured the COB Site with new Hardware for ICG Operations- 2 Month Project Euclid Application for Citigroup Fixed Income- 6 Month Project CitiFT Global Payment Application for Cash Operation- 12 months Blackberry upgrades for OperationsOver 150 applications that I support at Citigroup which cover the below business units:ICG Cash Operations OTC DerivativesICG Data Management ICG Payment & CollectionsICG Day 2 Operations ICG SecuritizationICG Fixed Income ICG TradeICG Futures Operations ICG Warrants Structured ProductsICG Loans O&T Financials

Sydney, New South Wales, Au

Responsibilities & achievements included:* Provide 1st, 2nd and 3rd level support to the users with an emphasis on Windows 95/98//2000/XP Professional also Windows NT and Citrix Metaframe management console. Microsoft Exchange and Advance 2000 Server and 2003 Server Operating Systems. Microsoft Office 97/2000/XP/2003, Heat;* Active Directory Administrator- New User creation and Group Policy;* The ability to describe methods by which an Incident / Request is reported, tracked and resolved in a support environment;* Working knowledge of the ITIL Service Support processes;* Documentation on the procedure of Stockland Network Printers and Xerox Multi Function devices;* Administer the company tape backup data security system- Using a robotic library, VERITAS Backup Exec version 9.0 is used on the production servers;* VERITAS Net backup Professional for all company laptops;* Configure and install new equipment, including hardware and software installation on all the new Stockland Network Servers and Network Printers;* Assist the Network Engineers in the maintenance of the Company’s computer networks, which include Switches, hubs and routers;* Implementation of Altiris Deployment Server and Altiris Notification Server;* PABX OTM Administrator and Meridian Mail for Nortel Networks, for the Company’s phone system. Also cable repatching on the TPF and assist with the documentation of relocations of people within our company;* Assist National Technology in the Domain migration of Stockland workstations;* Implementation of Norton Anti Virus Corporate Edition protection to workstations;* Implementation and deployment of Windows XP and Microsoft Exchange;* Involved with TM1 role out of software installations to users;* Assist Analyst Programmer with Relativity and Crystal Reports installations to users;* A professional approach to work and a strong customer focused work ethic* The ability to work well in a team orientated environment.