In 2019 I was approached by the directors to fulfil this role and start up this division. My responsibilities have been divided between the formation and management of the support team and that of lead systems analyst. During this time, this division has grown from just myself to a multicultural team, which included hiring individuals, as well as taking over existing support resources from other divisions. I have also developed a generic support process in alignment with other functional teams’ processes (Account Managers, Developers, and the BA team) to streamline client support and increase efficiency of the Support Team. This has been rolled out to a number of clients over the last few years, with the vision of rolling this out to all company clients over time.My management responsibilities include:• Remotely manage a team of service desk agents (1st line) and systems analysts (2nd line).• Responsible for developing standards and implementing processes.• Identifying and implementing improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers.• Monitor the service desk queue, ensuring that tickets are being addressed in a timely manner.• Prioritisation of tickets across multiple clients, as well as allocation of tickets within my team and developers in other teams.• Performance Management, mentoring and training of the team.• Assisting team in providing support when workloads are high, or where additional experience is required.• Maintain/oversee the maintenance of some of our client’s service desk systems. At clients where no access is provided to their service desk systems, provide weekly feedback to these clients on open incidents.• Collaboration with the development team in addressing technical issues in the code.• Work closely with the development, business analysts and account management teams.

Hired in the capacity of a senior developer to assist with development on projects and business as usual at one of our clients.

Hired in the capacity of a technical specialist to assist with the development and maintenance of systems.Projects Worked on:• Credit ExpertMaintenance and development on this web-based site that allows users to get their credit report and score. • BUIMaintenance of the existing system, as well as started the rewrite of an upgraded one to replace this.

In May 2008 I started consulting independently on an initial 6 month contract as a Senior Developer at Renasa Insurance, which was extended for a further 6 months. Projects Worked on:• Oscar Turbo re-launchFixing and quality assuring of the Oscar application, a web based Policy Administration system, for re-launch as Oscar Turbo. Leading development team, through design processes, for new requirements. Head up the migration of the application to .Net. Key technologies: ASP, JavaScript, VBScript, HTML, ASP.Net, VB.Net, MS SQL• ROCDevelopment and support on this web based Claims Administration system. I was part of a team of developers responsible for the integration of this system to underlying Policy Administration systems. Key technologies: ASP.Net, C#, MS SQL, JavaScript, HTML• SVSDevelopment on this internal web based system, used mainly by the Renasa Salvage Yard, tracking the movement of vehicles in and out of the yard.Key technologies: ASP.Net, C#, MS SQL, JavaScript, HTML

I was initially hired to maintain and develop existing line of business systems. In September 2007 I assumed the role of a project manager. My current responsibilities were divided between development and project management. My responsibilities included:• Development and support on existing systems.• System analysis, testing and documentation.• Deployments to the live environment• Overseeing the running of daily and month end backend process.• Researching new technologies and formalizing processes.• Liaising with software vendors.• Search Engine Optimization.• Project management. • Mentoring and skills transfer to team members.Projects Worked on:• RoxyAffiliates System (Client Interface)Development and support on this system which is responsible for bringing in new players into the casino through the affiliate program. This is a web based system where clients can log in, access marketing material and view reports. Key technologies: ASP.Net, C#, XML, MS SQL• RoxyAffiliates System (Admin Interface)Development and support on this internal web based system mainly used for reporting, where affiliate managers can log in and access information about their clients. Key technologies: ASP.Net, C#, MS SQL• Casino Splendido Multilanguage LaunchUpgrade of the various websites/internal web based applications to allow for the addition of new languages to the casino software. Key technologies: ASP.Net, VB.Net, C#, XML, HTML and MS SQL• Roxy Palace Multilanguage LaunchAppointed project manager and was responsible for some of the development tasks due to limited resources and the project deadline. This involved the addition of new languages to the casino software and upgrades to existing websites/internal web based applications. Key technologies: ASP.Net, VB.Net, C#, XML, HTML, MS SQL• Search Engine Optimization – WebsitesImplemented search engine optimization techniques on existing websites. Key technologies: ASP.NET, VB.Net, HTML, CSS

I was employed to maintain and upgrade existing line of business systems. My role at ITWeb required me to be adaptable, innovative and client orientated as I was involved in IT and non-IT initiatives. My responsibilities included:• System analysis, design and development• System maintenance and support • System testing and documentation• Database design and development• Client liaison, on a daily basis, on ITWeb’s diverse products.• Data gathering and data analysis for various surveysAchievements include: • Brought in 5 new subscriptions on the online job portal to the value of R23 380 – no prior sales experience• Successful migration from MS SQL to MySQL. Projects Worked on:• ITWebDeveloped various modules on this IT news platform for surveys, events, conferences, etc... Key technologies: HTML, ASP, MS SQL, JavaScript, DHTML• CareerwebDeveloped on and supported an online job portal that allows jobseekers to place their CV’s and search for jobs. Recruitment agencies were provided the facility to subscribe, place job advertisements and search for suitable candidates. Key technologies: HTML, ASP, MS SQL, JavaScript, DHTML• TrainingwebDeveloped on and supported an online training portal that contained information about training and training providers. Key technologies: HTML, ASP, MS SQL, JavaScript, DHTML• Careerweb – Database upgrade and migration project.Carried out the Careerweb database migration from MS SQL to MySQL in order to reduce vendor costs and improve the overall speed. Key technologies: MySQL• Salary Survey 2005/2006Responsible for the data gathering and analysis for this yearly publication that contains salary information of IT professionals. Key technologies: HTML, ASP, SQL, Javascript, Access• Training Guide Survey 2004/2005Involved in the project lifecycle of Training Guide, which is yearly publication containing information about training and training companies. Key technologies: HTML, ASP, SQL, Javascript, Access

My focus was primarily the analysis, re-design, development and documentation of the PSIRA line of business system. My responsibilities included:• Analysis and documentation of the system• Hands on software development of the system• Client liaison on a daily basisProjects Worked on:• PSIRA SystemDesigned and developed the PSIRA line of business system which tracked information about security companies and their employees. Key technologies: UML, Java, Servlets, PostgreSQL, (Tomcat for deployment)

I was employed to design and develop on an online trading system to target manual stock markets in Saharan and sub-Saharan Africa. My responsibilities included;• Hands on software development of systems• Supporting all LiquidAfrica systems• Database management - design, development and administration of MS SQL 7/2000Achievements included: • Solely designed and developed the Expressions of Interest System.Projects Worked on:• LiquidAfrica Retail Trading System (LTS)Designed and developed a fully auditable Multilanguage online trading system for African stock markets. Key technologies ASP, MS SQL, XML, HTML, Visual Basic, VBScript, JavaScript• LiquidAfrica Expressions of Interest System (EOI)Designed and developed part of the Business Information System that allows investors to anonymously and securely advertise orders to buy or sell large blocks of shares listed on their selected African stock exchanges. Key technologies: Java (J2EE), JSP, SQL, HTML, JavaScript