ICT Infrastructure & Systems Professional · Jamaica

Curious by nature.
Reliable by design.

I like solving the technology problems that slow teams down. My work spans networks, infrastructure, Microsoft 365, and day-to-day support across multiple sites. I enjoy getting into the details, finding a practical fix, and leaving things easier for people to use.

Infrastructure & networksMicrosoft 365ICT service deliveryProject coordination

Still curious. Still asking how it works.

Open to conversations about technology-aligned roles

See selected projects Contact me about a role
Ean Henderson wearing a dark suit and blue shirt against a technology-themed background
Ean HendersonICT Infrastructure & Systems Professional Jamaica

01 / The results

Some results
I’m proud of.

A quick look at the impact: lower internet costs, stronger staff ICT capability, multi-site support, and scaling an IT operation from its first rollout.

Connectivity savings & staff capability

Internet cost reduction and staff-training outcomes

Monthly internet costs reduced by43%
Staff ICT competency after training+30%

Implementation details for both outcomes are in Selected Projects below.

Operational reach

Locations included in infrastructure and support work

Residential houses modernized8
Retail locations supported13

The eight-house project addressed unstable UniFi wireless mesh connectivity by bringing fibre to each house and installing an individual access point, centrally managed through a firewall/router and PoE access switch. Across 13 retail locations, I supported hardware, software, and network services, handled troubleshooting and maintenance, and helped deliver equipment refreshes and software deployments.

Contact-centre startup expansion

Infrastructure growth through 2024

0 PCs600Nearly 1,200 PCs
Initial campaign setup500 PCs
By 2024Nearly 1,200 PCs

The operation grew from 500 to nearly 1,200 PCs and a workforce of about 1,300, including full-time campaign agents and other departmental staff.

02 / Selected projects

Problems solved.
Things made better.

Two short case studies outline the challenge, my approach, technology, and result. Other project highlights add context; I’ve left sensitive organization and campaign names out.

CASE STUDY 01 / NETWORK MODERNIZATION

Fibre connectivity across eight residential houses

Challenge
The existing UniFi wireless mesh did not provide stable connectivity across the eight houses.
What I did
Initiated and oversaw a redesign that brought fibre to each house and added an individual access point in every home.
Technology
Fibre links, house-level wireless access points, a firewall/router, and a PoE access switch.
Result
Replaced the unstable mesh-based setup with fibre to each house and a centrally managed access-point design.
Connectivity design
CASE STUDY 02 / ASSET MANAGEMENT

From spreadsheet tracking to a Snipe-IT asset portal

Challenge
Excel-based registration and monitoring made it harder to keep asset details, assignments, and lifecycle activity in one place.
What I did
Designed and implemented an online, server-hosted asset-management portal to replace the spreadsheet-based process.
Technology
Snipe-IT, an open-source asset-management platform, deployed as a server-hosted web portal.
Result
Centralized asset records and improved visibility into assignments, returns, redeployments, inventory reporting, and audit readiness.
Asset-management workflow
From register to lifecycle visibilitySnipe-IT · Open source
PROJECT 03 / CONNECTIVITY COSTS

Resilient connectivity, lower cost

Reduced recurring monthly internet costs by 43% and improved cost-effectiveness by using Flow Business as the primary connection, retaining Starlink for failover, and reducing Starlink’s allocated bandwidth. This kept a backup internet path available while lowering monthly spend.

Network resilience
PROJECT 04 / ICT GOVERNANCE

Stronger ICT operations

Created an incident management framework and supporting ICT standards. Standardized network diagrams, asset and software inventories, user access records, and infrastructure documentation to improve operational visibility. I also assessed staff ICT competencies and provided one-on-one basic ICT training to build their knowledge and skills, increasing staff ICT competency by 30%.

ICT governance
PROJECT 05 / CONTACT-CENTRE STARTUP

Building a contact-centre IT foundation in Jamaica

I joined at inception, helping establish the IT foundation for an international contact-centre campaign with 500 PCs. I called it my “baby project” because I was there from the beginning. I helped build the infrastructure, including the server room, switches, structured cabling, and cable management, while coordinating local vendors and Jamaican suppliers with international partners. By the time I moved on from the organization in 2024, the operation had nearly 1,200 PCs and a workforce of about 1,300, including full-time campaign agents and other departmental staff.

Jamaica launch · Vendor leadership
PC rollout growthInitial campaign setup compared with the operation by the time I moved on in 2024

The second figure is approximate; bars compare against 1,200 PCs.

≈1,300Total workforce
Full-timeCampaign agents

03 / What I bring

From server room
to staff room.

I enjoy the mix: figuring out network and infrastructure problems, making systems more reliable, and helping people get more from their technology.

Relevant role areas

ICT AdvisorICT ManagerIT Infrastructure ManagerNetwork OperationsIT Service Delivery

Infrastructure

Enterprise infrastructureWindows ServerActive DirectoryAsset managementBusiness continuity

Networking

CiscoMerakiUniFiStarlinkLAN / WANTCP/IPDNS & DHCPVPN

Modern workplace

Microsoft 365Microsoft 365 AdministrationSharePoint OnlineOneDriveMicrosoft TeamsEntra ID

Security & delivery

Endpoint protectionSecurity awarenessICT governanceProject deliveryVendor managementJira

04 / Career path

A career built
one problem at a time.

I started in hands-on support, grew into infrastructure leadership, and still enjoy getting close to the problem when it calls for it.

Where the curiosity started

I’ve always been interested in technology and how things work. As a child, I’d pull things apart to figure them out, sometimes getting into trouble with my parents for it. They weren’t always thrilled, but that curiosity stuck around and still guides how I approach ICT.

Moving from Ibex Global to ItelCX was a deliberate choice to build deeper hands-on experience. I took a step back to make a leap forward. My work ethic and dedication helped me earn a promotion from Technical Analyst, Tier II, to IT Manager.

Nov 2024 – Present

ICT Advisor

SOS Children’s Villages Jamaica
  • Lead ICT operations and service delivery across multiple organizational sites in Jamaica.
  • Coordinate telecommunications providers, vendors, procurement, and technology projects to support reliable operations.
  • Improve Microsoft 365 collaboration through SharePoint, Teams, centralized calendars, and cloud-service optimization; support ICT governance and cybersecurity awareness.
Nov 2023 – Jun 2024

IT Manager

Optimum
  • Directed daily IT operations and end-user services during the Jamaica startup.
  • Managed technology projects from planning through implementation while maintaining operational continuity.
  • Oversaw vendor relationships, procurement, software licensing, technology budgets, and policy and process improvements.
Dec 2020 – Oct 2023

IT Manager

ItelCX
  • Managed enterprise infrastructure supporting high-availability contact-centre operations.
  • Led modernization across servers, networking, Microsoft 365, Active Directory, virtualization, and enterprise systems.
  • Managed vendors, budgets, and compliance initiatives, and coached technical staff.
Apr 2019 – Dec 2020

Technical Analyst, Tier II

ItelCX
  • Designed and implemented technical solutions supporting business growth and operational stability.
  • Maintained mission-critical production infrastructure and diagnosed complex server, network, and application issues.
  • Worked with business stakeholders and technology vendors to resolve ICT challenges and minimize downtime.
Apr 2018 – Mar 2019

IT Supervisor

Ibex Global
  • Supervised enterprise network and telecommunications operations in contact-centre environments.
  • Coordinated technical support and incident resolution, and supported proactive monitoring and maintenance.
  • Improved reliability through equipment lifecycle management and hardware deployments.
May 2008 – Mar 2018

Senior Technical Support Specialist

Sangster’s Bookstores
  • Supported ICT infrastructure across Jamaican retail operations.
  • Maintained and optimized hardware, software, and network services, resolving issues to reduce downtime.
  • Coordinated hardware refreshes and software deployments, and provided end-user support and training.

05 / Education & credentials

Education & Professional Credentials

Academic qualifications and technical training, with certificate names and supporting documents listed together.

Listed newest to oldest

Cisco Networking Academy

Introduction to Modern AICourse completed 4 September 2026
View certificate ↗

SOS Regional Resources Centre · Cisco Networking Academy

Cybersecurity Defense Analyst Pathway ExamCompleted 31 August 2026
View certificate ↗

University of Technology, Jamaica

Bachelor of Science in ComputingInformation Technology · Upper Second Class Honours · 1 November 2014
View degree certificate ↗

University of the West Indies · School of Continuing Studies

Certificate of Merit in Advanced NetworkingTen-week intensive course · 15 September 2003
View certificate ↗

Building Youth for National Development Programme

Information Technology Training Programme CertificateThree-month programme · May 2003
View certificate ↗

National Council on Technical and Vocational Education and Training (NCTVET)

Certificate of Competence in Information Technology · Level IAwarded 1 November 2001
View certificate ↗

Caribbean Examinations Council

Caribbean Secondary Education Certificate (CSEC) · June 2000General Proficiency: Geography II · Mathematics III · Woods II. Personal identifiers are redacted in the display copy.
View redacted certificate ↗

Caribbean Examinations Council

Caribbean Secondary Education Certificate (CSEC) · June 1999General Proficiency: Electricity/Electronics II · English A III · Physics IV. Personal identifiers are redacted in the display copy.
View redacted certificate ↗

06 / Off the clock

Family, cars, and time to recharge.

Outside work, I’m a single dad to a teenage daughter. Family keeps me grounded, and I make time to unwind around cars and motorsport.

I enjoy local speedway events and private racing on cordoned-off roadways, away from public roads. My personal car is a modified, naturally aspirated Honda Prelude.

Ean Henderson’s modified Honda Prelude photographed outdoors
In its natural elementMy Honda Prelude

Modified · Naturally aspirated

Let’s connect

Let’s talk about the next ICT challenge.

Recruiting for an ICT, infrastructure, network operations, or service-delivery role? I’d be glad to speak.

Contact me about a role +1 876-599-7431 LinkedIn profile ↗ Bold profile ↗
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