Candice Bradshaw-Joseph

Provide Technical Systems Support to branches and units on client-server, production systems, LAN/WAN, ABMs and telephone systems in the Bank

• Participate in project implementations and assists with the deployment of policies and standards developed by International Technical Services (ITS)
• Interface with the System Support Centre [SSC], Help Desk and the International Global Service Centre (IGSC) as well as branches and units to provide end user technical support and high levels of customer service to internal customers
• Ensure a high availability of on-line systems through the use of system management tools; Provides technical and operational support for host systems and servers in country
• Liaise with the respective service providers to ensure branch telephony and telecommunications are maintained at an optimal level
• In conjunction with IBS-ITS, identifies/resolves network problems, providing onsite support as required
• Implement new hardware and software and provide the relevant end user training
• Provides second level support to the Trinidad Helpdesk by investigating issues raised via the Bank standard ticketing system
• Maintain a record of computer hardware and software used in the Bank
• Coordinates the repair of equipment by vendors, or repairs in house where feasible
• Ensures all PC images are up to date with the latest patches and hot fixes
• Stayed up-to-date with the latest industry trends and technologies, sharing knowledge with colleagues to maintain a competitive edge in system support capabilities.
• Improved system efficiency by identifying and resolving technical issues in a timely manner.
• Created online training materials to assist with rolling out new technologies.
• Assisted in the successful migration of legacy systems to new platforms without any disruption to users or business operations.
• Collaborated with cross-functional teams to identify areas for process improvement, leading to enhanced efficiency across the organization.
• Configured, deployed, maintained and supported computer workstations, laptops and printers for over 19 branches.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Diagnosed and executed resolution for network and server issues.
• Increased productivity through automation of routine tasks, allowing staff members to focus on more strategic work.
• Streamlined communication channels by conducting regular training sessions for non-technical staff on using the company''s software systems effectively.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.

• Provide qualitative and effective first level support to SBTT’s internal IT users, through the timely resolution of issues raised via the calls directed to the Helpdesk
• Ensure tickets are addressed as per the priority tagged within the Branch/SSC SLA
• Complete follow-ups on all tickets created, to prompt resolution action by 2nd and 3rd level support teams within 48 hours of the calls being initial logged
• Assist with the implementation of new initiatives in Trinidad and Guyana as per the SSC’s and ITS business plan, by supporting the project rollout action specific to: New Branch setup/relocation of units, TDES ABM upgrade, Hot fix deployment
• Assist with the cross training of new staff to the department

• Cashing cheques
• Accepting deposits and loan payments and processing withdrawals
• Accept payment for customers’ utility bills
• Process wire transfers, handle foreign currencies as well as commercial/business accounts and cash advances

• Gathered data for update and/or correction on PeopleSoft records
• Audited employee files with respect to basic employee data

• Company Overview: Funded by the European Union and executed by the Caribbean Epidemiology Centre (CAREC)
• Provided one (1) year of analytical support to the Training Manager
• Assisted in Trouble Shooting and modifying errors in SQL 2000 Database (LINC)
• Assembled, entered and analyzed confidential data using LINC
• Prepared and submitted Technical Reports for the Training Manager which assisted in the final overview of the progress of participating laboratories
• Worked in a Team Environment on Projects
• Completed reports independently to achieve deadlines
• Funded by the European Union and executed by the Caribbean Epidemiology Centre (CAREC)