Key Responsibilities: Responsible for ensuring the security of all information assets that are hosted, processed and transmitted by Group IT Management oversight of the IT Service Desk on a day to day basis, ensuring that ticket management, call handling and Customer service standards continue to improve. Owns operational support processes, keeping processes relevant to the business and embedded in a cycle of continual service improvement. Takes responsibility for the identification, justification and implementation of Service improvement activities, tracking benefits post implementation to celebrate success. Manages the day to day relationship with key suppliers in relation to Ticket Management; driving Service standards whilst ensuring suppliers continue to value the Group as a strategic customer. Becomes an active participant within the Group risk process, ensuring IT operational risks are visible and properly understood; contributing to the treatment of those risks where relevant. Owns the day to day resolution of critical incidents, ensuring that the focus remains on timely service recovery. Communicates effectively and succinctly with Customers where relevant, helping to ensure that “IT” is seen as a beneficial and valuable Business enabler. Builds constructive relationships with other technical departments, ensuring that new deliverables and support assistance is properly aligned with priorities. Provides Management Information on the progress and achievements of operational initiatives, processes and functions against expectations; takes action to implement remedial activity where necessary. Owns the Customer feedback survey, analyzing feedback and translating that into deliverables that will drive measurable service improvements. Actively drives knowledge sharing, eliminating single points of failure and encouraging a culture of continual self-development.

• Manage daily/weekly/monthly IT administration and operation support functions for assigned branch offices• Developed and implement security, maintenance and disaster recovery plans for seven branch offices (including international location) • Implement and maintain perimeter and end point security• Enterprise Tier 1 and Tier 2 customer support/services • Configure user accounts and access rights for over 200+ end users• Responsible for company wide security posture, patches, and updates • Maintain documentation pursuant to company’s disaster recovery plans• Performed regularly maintenance of IT infrastructure, including servers, firewalls, routers, switches, wireless access points, and all other networking infrastructure• Provide chief leadership and direction of IT administration ensuring consistent client support and operational cohesiveness • Experience in vendor product evaluation, procurement, and implementation of security products to meet IA controls• Monitor daily system logs for system vulnerabilities• Maintain Intranet and Internet connectivity to ensure consistent and smooth operation flow to end user• Install, configured, and maintain Juniper firewalls for multiple locations• Implement and outline IT work procedures and IT support documents • Responsible for maintaining and backing up company data on regular basis • Administer and configure Lotus Notes client and Domino mail server accounts• Maintain Shoretel VOIP phone system• Support and maintain Windows 2000, Windows 2003, Windows 2008, Linux SUSE, and Novell servers• Attend and host branch office site visits to provide process improvement initiatives