Standing delegation of authority for the Systems Delivery division in thein the absence of the head of departmentManages, negotiates and maintains OLAs within ICT technical teams in conjunction with line managersPlans, organizes and facilitates service review processesImplements and manages company service level agreements Ensures that vendors are suitably equipped to deliver on SLA’sConducts assessment and reviews of the entire SLMNegotiates, gets buy-in for and controls necessary amendments Links performance measures with the KPI’s of the employerKeeps the vendors informed of credits and penaltiesAssesses value of vendor’s service delivery in relation to the cost annuallyVerifies deliverables against contractual agreements to authorise payment to the business vendorHolds meetings to present reports on performance of vendorsto keep Exco, Legal and other stakeholders informedContributes to the compilation and submission of ad hoc progress reports as formally requested through the GORT Contractual process or arising out of general risk assessmentEngages in the compilation and submission of monthly board reports for the Systems DepartmentPerforms reviews of OLA targets, metrics and third party underpinning agreements with the legal teamIdentified, initiated and co-ordinated actions to improve service levels

Coordinated release & maintenance activities and interdependenciesManaged client expectations with respect to release management Recommended process improvements for release management Acted as a liaison between technical and non-technical staffCommunicated & planned release activities with stakeholders & others Organized and coordinated complex releases that comprised of cross-functional teams, interrelated and independent applications and/or infrastructure changesCreated, monitored and controlled program release schedulesTracked and reported on program milestonesEnsured that resources needed to support a release were in placeServed as the key release representative in all communication, management and decision-making forums/discussionsServed as an escalation point for all issues and questions associated with managed releases by other release management team membersWork flexible hours supporting Application Maintenance ReleasesStandardized Release & Configuration Management process flowManaged IT change policy and processes Managed change operational including Forward Schedule of Changes, CAB meetings, etcProduced relevant IT Change Management reporting and metricsManaged & applied continual service improvement plan and approach management processes to ensure optimal stability of IT for the organization per ITIL V3 framework and guidelines

Led and managed a small team of nine technicians on a Network Access Control roll out project for FNB, Wesbank & RMBAssisted to unify endpoint security technology (such as antivirus, host intrusion prevention, and vulnerability assessment) Ensured that all software installations met NAC requirements Assisted with troubleshooting queries after NAC engagement on networkLiaised project queries and issues between FNB and Datacentrix Provided weekly updates and reports on the progress of the roll outEnsured quality assurance is performed and provided feedback on status Monitored productivity and timesheets for all the techniciansCreated a knowledge base & instruction manuals Developed strategies to combat challenges during the roll out project

Ran daily operations of the business & ensured that targets were met Ensured that the business strategy and procedures were adhered toConsulted for other business to meet their IT ROIHandled project management for the business projectsPerformed internal user support for various companiesProvided first line support ranging from applications to serversInstalled home and company networks (hard wired & wireless)Handled on-site support for local businessesConducted system audits, upgrades and maintenanceMonitored and reported on system load, service availability, server response, disk capacityConducted SMTP, POP3, DNS, firewall's and system backupsPerformed upgrades and repairs & installations on PC’s and serversMaintained users web mail accounts, Host websites and e-mail accounts

Managed IT department in the absence of IT ManagerRendered desk-side and telephonic end-user supportInstalled and configured hardware & productivity softwareMaintained a secure and clean server room environment and periodically tested auxiliary hardware Assisted IT management with the formulation and execution of hardware and software (operating system, remote access etc.)Coordinated daily backup of servers and off-site storage of backup tapesSupported remote access technologies (e.g. DSL, 3G etc)Maintained & supported security tools eg Sophos Anti-virus Maintained and supported firewall, proxy server and VPNPerformed Windows 2003 systems administration and data cablingImplemented and maintained Blackberry Server & Citrix Server for financial applications hosted

Provided user support – response time, problem resolution as defined per userIdentified gaps in IT systems and made necessary improvements Handled ongoing maintenance of IT Systems Documented security policies and ensured that they were in place

•Roll out of Exchange & Outlook on desktops from Group Wise•Set up of Exchange Clients•Archive existing mailboxes•Roll out of Operating systems (Windows based) and applications to Servers – Exchange / Active Directory / SMS

•Perform internal User support for various companies•Provide first line support ranging from applications, Client systems and Server•Install home and company networks (hard wired and wireless)•On-site support for local businesses•System audits, upgrades, maintenance, etc.•Monitor and report on system load, service availability, Server response, disk capacity, etc.•SMTP, POP3, DNS, Firewall's and system backups•Perform upgrades and repairs and install PC’s and Servers•Maintain Users web mail accounts, Host websites and e-mail accounts

•Perform internal User support for two buildings (Fourways and Randburg)•Provide first line support ranging from applications, Client systems, hardware/software, Intranet, Internet, VPN, LAN’s and WAN’s•Respond to requests for anything in Hosted Exchange 2003 and Active Directory i.e. create e-mail accounts, group mailboxes, distribution lists, etc.•Providing support / administration for CRM, Great Plains, Primary and Secondary Domain Controllers, Live Communications 2005 and Hosted Exchange•Control company licensing and administration •Perform upgrades and repairs to desktops and laptops•Handle queries concerning (Open Voice) VoIP system•Perform, schedule and maintain Users and Server backups•Support Users using Windows Mobile Devices e.g. (HTC, Imate, etc.)•Support Users using 3G/HSDPA/Wireless Network Cards e.g. (Sierra Wireless Cards / Air cards)•Test, support and maintain new technologies e.g. (Windows Media Centre and Windows Vista Ultimate) with the relevant machines that its used on e.g. HUSH and x15e•Perform cabling and crimping throughout the building where required to lay a new fly lead•Support and maintain a Wireless network•Support network security through Symantec Corporate Security•Maintain WSUS

•Helpdesk customer service / Support Technician•Provide first line support ranging from applications, Client systems, hardware/software, Intranet, Internet, VPN and LAN’s•Respond to requests for anything in Exchange 2000 i.e. create e-mail accounts, group mailboxes, distribution lists, create NT accounts using User Manager and control permissions