ICT Professional
Ean Henderson
SOS Children’s Villages Jamaica
Spanish Town,St. Catherine
19
Years of experience
With extensive experience as an IT professional, I specialize in optimizing systems and simplifying processes to ensure technology works for people, not the other way around. My focus is on delivering practical solutions that address real needs, whether its enhancing infrastructure, automating workflows, or improving overall efficiency. I believe in working collaboratively and openly, partnering with cross-functional teams to create technology solutions that truly make a difference. At the core of my work is a passion for continuous improvement, finding better ways to help organizations unlock the full value of their technology investments and achieve meaningful results.
Work History
ICT Advisor
2 Years- Provide ICT advisory support across the organization to ensure stable and efficient technology operations.
- Assist with the management of IT infrastructure, including networks, internet services, and hardware assets.
- Coordinate with vendors, and service providers to support reliable technology services.
- Provide guidance and technical support to staff to ensure systems are used effectively and securely.
IT Manager
8 Months- Managed IT operations and systems, ensuring smooth functionality across servers, PCs, and peripherals.
- Led a team of IT specialists to execute system upgrades, resolve issues, and ensure optimal performance.
- Spearheaded IT projects, delivering on time, within scope, and budget, while enhancing system capabilities.
- Provided technical support and training to staff, improving overall technological proficiency.
- Collaborated with departments to implement technology solutions, driving operational efficiency.
IT Manager
2 Years 11 Months- Directed a team responsible for maintaining a secure and scalable IT infrastructure to support business operations.
- Monitored and optimized system performance to ensure uninterrupted business operations.
- Managed an annual IT budget, achieving cost savings without compromising service quality.
- Developed and enforced IT policies to ensure compliance with security protocols and industry standards.
- Led multiple IT projects, ensuring successful implementation of technology solutions.
Technical Analyst, Tier II
1 Year 8 Months- Spearheaded the design of a cutting-edge technical architecture and successfully developed and implemented it, while facilitating the integration of new technologies into IT systems.
- Oversaw and monitored all production environments to ensure optimal performance and uptime.
- Collaborated closely with business and IT partners, analyzing client business requirements and offering strategic resolutions to address both business and IT challenges.
- Liaised with software and hardware vendors to investigate and resolve application and networking issues, ensuring seamless operation of systems and applications.
IT Supervisor
1 Year- Oversaw daily operations of network/telecommunications devices.
- Supported local agents by replacing equipment/parts as necessary.
- Provided technical support to agents and staff by diagnosing issues and coordinating with overseas teams.
- Led a team of IT professionals to implement and maintain network infrastructure, resulting in a 20% increase in system efficiency.
- Developed and implemented IT policies and procedures to ensure compliance with industry regulations and standards.
- Managed installation and maintenance of hardware and software systems, reducing downtime by 15%.
- Provided technical support and training to staff members, resulting in a 25% improvement in overall IT competence within the organization.
Senior Technical Support Specialist
9 Years 10 Months- Ensured reliable network connectivity and uptime across 13 retail locations islandwide by supporting LAN/WAN infrastructure, routers, switches, and internet services.
- Provided advanced Tier 2 technical support to staff and store managers, diagnosing and resolving hardware, software, and network-related issues.
- Monitored network performance and system activity to identify faults, connectivity disruptions, and potential security concerns.
- Performed system troubleshooting and root cause analysis to minimise downtime and improve service reliability.
- Conducted routine system checks, maintenance, and updates to ensure optimal performance and security of IT systems.
- Assisted in coordinating IT deployments, upgrades, and system rollouts across multiple store locations.
Education
Bachelor of Science - Computer Information Systems
Advance Networking - Certification
Information Technology - Certification
Skills
Infrastructure & Networking
•LAN/WAN Infrastructure
•Cisco Networking
•Meraki
•UniFi
•Starlink
•TCP/IP
•DNS
•DHCP
•VPN
Microsoft Technologies
•Microsoft 365
•SharePoint Online
•OneDrive
•Microsoft Teams
•Active Directory
•Windows Server
•Windows 10/11
Security & Compliance
•SentinelOne
•Cybersecurity Awareness
•Security Best Practices
IT Operations & Management
•Vendor Management
•PBX Administration
•Infrastructure Management
•System Upgrades & Maintenance
•Asset Management
•Business Continuity Planning
Service Delivery & Support
•Jira •Technical Support (Tier I & II)
•End-User Training •Problem Resolution
References
- Sean Patrick, (876-276-6821)
Sean.Patrick@sos-jamaica.org | SOS Children's Village Jamaica. | Fund Development & Communications Advisor. - Mireille De Bruycker, (1-949-209-7159)
mdebruycker@outlook.com) Optimum/Altice USA | Country Manager, Director of Operations, and General Manager. - Kirkland Alveranga, (876-381-5910)
kirkland.alveranga@alticeusa.com | Optimum Jamaica, Director of Operations, - St.Patrick Dunbar, (876-883-7226)
stpatrick.dunbar@alticeusa.com) | Optimum Jamaica. | Quality Assurance Manager. - Duane Williams, (876-325-1605)
duane.williams@itelbpo.com | ItelCX | Chief Technology Officer .
Timeline
ICT Advisor
SOS Children’s Villages Jamaica
11.2024 - CurrentRead More
IT Manager
OPTIMUM
10.2023 - 06.2024Read More
IT Manager
ItelCX
11.2020 - 10.2023Read More
Technical Analyst, Tier II
ItelCX
03.2019 - 11.2020Read More
IT Supervisor
Ibex Global
03.2018 - 03.2019Read More
Senior Technical Support Specialist
Sangster's Book Stores Ltd
05.2008 - 03.2018Read More
University of Technology
Bachelor of Science from Computer Information Systems
Read More
University of the West Indies Continuing Studies
Advance Networking from Certification
Read More
NCTVET
Information Technology from Certification
Read More