Managing the technology infrastructure by proactively addressing and resolving incidents and problems that occur within the Citi Global Markets, a critical component of a $300MM Citi business. This includes managing problem tickets, user requests, proactive maintenance, and application releases, Continuity of business planning & testing, asset management and Control Tests. As a Technical Analyst, I play a critical role in delivering an efficient & effective service to the Fixed Income, Equities, Research & Investment Banking environment and its related businesses and supporting services. Ensuring maximum uptime and swift resolution to difficulties experienced by the end user, which is critical to business success.

Provide critical technology infrastructure support and deployment of hardware and software applications to the Citi Business. Responsibilities:- Heavy involvement with other support teams, both internal and external. - Provide desktop support within agreed service standards for all faults occurring at the desktop. - Manage the effectiveness by which the resolutions of incidents are addressed.- Deal with customer non-fault related requests e.g. Technology Purchases and Inventory.- Liaise with business areas providing guidance and solutions.- Identify technology enhancements pro-actively with a view to improving day to day productivity. - Identify through communication with other groups and statistics available from incident management systems frequently repetitive incidents, own these incidents, investigate them and implement permanent fixes.- Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them.- Be involved in the test and implementation phases for changes and enhancements of systems and applications used by the business units

I began my career working as a Payroll Consultant for Sage VIP in Woodmead. Sage VIP is the leading developer, implementer and support provider of payroll and HR management software and services for any size organization in Southern Africa. As a consultant, you are required to go through 3 months of intense training. Upon achieving and 70% average in marks at the end of the 3 months, you are offered a position. As a consultant, I implemented projects ranging from small to medium sized enterprises. I also did telephonic support; clients phone the support centre with any problem relating to payroll, tax queries and VIP software.My responsibilities were the following:Implementing the VIP Payroll system to align with:- Clients requirements- SARS regulations- Employment Equity- Skill development - Tax Laws- BCEA LawsAssessing and managing client’s requirements to project completionProviding telephone support to clientsAssisting clients with Tax Year End proceduresTraining clients on how to use the software System conversions and system upgrades

Technical SupportDevelopment Team (Web development)Acknowledgements - Assigning ticket logs from clientsDell Hardware Telesales