Ean Henderson
ICT Professional
Spanish Town,St. Catherine
Summary
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.
Overview
18
18
years of professional experience
Work History
ICT Advisor |
SOS Children’s Villages Jamaica
Kingston, Jamaica
11.2024 - Current
- 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 |
OPTIMUM
Kingston, Jamaica
10.2023 - 06.2024
- 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 |
ItelCX
Kingston, Jamaica
11.2020 - 10.2023
- 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 |
ItelCX
Kingston, Jamaica
03.2019 - 11.2020
- 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 |
Ibex Global
Portmore, Jamaica
03.2018 - 03.2019
- 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 |
Sangster's Book Stores Ltd
05.2008 - 03.2018
- 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
University of Technology
07.2014
Advance Networking - Certification
University of the West Indies Continuing Studies
09.2003
Information Technology - Certification
NCTVET
11.2001
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 .
Websites, Portfolios and Profiles
https://bold.pro/my/ean-henderson-online
www.linkedin.com/in/ean-henderson
Timeline
ICT Advisor |
SOS Children’s Villages Jamaica
11.2024 - Current
IT Manager |
OPTIMUM
10.2023 - 06.2024
IT Manager |
ItelCX
11.2020 - 10.2023
Technical Analyst, Tier II |
ItelCX
03.2019 - 11.2020
IT Supervisor |
Ibex Global
03.2018 - 03.2019
Senior Technical Support Specialist |
Sangster's Book Stores Ltd
05.2008 - 03.2018
Bachelor of Science - Computer Information Systems
University of Technology
Advance Networking - Certification
University of the West Indies Continuing Studies
Information Technology - Certification
NCTVET