Karen Ann Bailey

Email: adpnh1@r.postjobfree.com

Telephone: 876- 382 7791, 876-631- 2742

PROFESSIONAL EXPERIENCE

Fifteen (15) years of Information Technology experience at the eGov Jamaica Limited (eGov) the ICT authority for all ministries, departments and agencies. Supporting Desktop Management, Customer Service, Vendor Management and System Administration of Windows systems. The ability to work in a fast-paced environment with no supervision, strong interpersonal and communication skills and a vibrant team player.

Desktop and User Support Manager 2011 - July 2018

Ensures the efficient and effective deployment, use and maintenance of the user desktop environments of clients internally and externally required for their business processes.

Management and Administrative Responsibilities

Analyze performance of desktop engineer’s activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

•Plan and conduct performance appraisals of desktop user staff.

•Prepares operational work plans for the unit

•Research, assess, and recommend the purchase of tools as required; track new standards and technologies.

•Develops and implements strategies to ensure the efficient and effective management and administration of the unit.

• Commissions and prioritizes projects to give effect to the unit's objectives and ensures that projects are managed in accordance with company standards and guidelines.

•Coordinates work processes within the unit and with external departments/divisions.

•Participates in the preparation of the annual budget plans for manpower, capital and recurrent expenditure for the department in accordance with the organization's operational goals and objectives.

•Involvement in staff recruitment.

Customer Service Manager 2015-2016

Managing a team of four (4) customer service staff handling clients over the telephone, including enquires and the reporting of faults and requests from customers. Ensure that the customer team provides excellent customer service to internal and external clients.

Management and Administrative Responsibilities

•Research, assess, and recommend the purchase of tools as required; track new standards and technologies.

•Develops and implements strategies to ensure the efficient and effective management and administration of the unit.

• Commissions and prioritizes projects to give effect to the unit's objectives and ensures that projects are managed in accordance with company standards and guidelines

•Coordinates work processes within the unit and with external departments/divisions.

•Participates in the preparation of the annual budget plans for manpower, capital and recurrent expenditure for the department in accordance with the organization's operational goals and objectives.

•Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants

•Involvement in staff recruitment and appraisals

Manager Vendor Relationship 2011-2012

The primary point of contact between IT and its various solution partners for hardware, software and services. Performed the lead role in the decisions surrounding the company’s choice of vendors for software, hardware, consulting, services and other types of vendors.

Liaise with vendors of various information technology systems in determining technologies and their suitability.

Responsible for the performance and relationship management of each of the vendors.

•Supervises the preparation of the annual budget for all capital and recurrent expenditure for the unit in accordance with the organization's operational goals and objectives.

•Prepares the operational work plans for employees within the unit.

•Ensure the delivery of goods and services in conformity with supplier/vendor’s contractual obligations.

•Acts as the interface between the end users and suppliers and single point of contact between end users and suppliers.

•Informs senior management of operational progress, risks, issues, major setbacks, resource constraints and significant deviations from agreed objectives/targets/actions.

•Collaborates in policy development and procedures for approval through the management team.

•Develop, establish, implement, and enforce supplier and outsourcer guidelines, obligations, and service level agreements to the organization.

Manager System Administration 2002 – 2011

Integration of hardware and software solution components achieved

Operating system and middleware systems under eGov’s management monitored, assessed and optimized.

Design, specification and administration tasks for performance and/or security enhancement of the computing environment implemented

System Administration best practices, policies, standards and configuration parameters implemented and maintained

Specifications documents, changes/updates to the production environment documented, reviewed and tested.

Assist in the enforcement of the adherence to policies and procedures

Senior Remote Sites Engineer 2001 -2002

Provide technical competence to ensure a secure, reliable and efficient computing environment at assigned sites by effecting sound project implementation and focused, onsite corrective and preventative maintenance ensuring basic system administration and providing solutions to local networking problems..

Research current and emerging technology and hardware equipment trends and changes, among team members maintaining historical and current information to support specification, acquisition, and implementation and maintenance activities.

Provide technical guidance and on-the-job training to less experienced team members.

Assisting in the promotion and the propagation of technical knowledge within the department.

Specify equipment configuration and providing technical assistance for the purchase of Computer equipment, by carrying out evaluation of technical solutions and make recommendations in accordance to established guidelines.

Maintain equipment specifications and providing technical assistance for the acquisition of computer hardware and supporting equipment, such as UPS, standby generator, air conditioning unit, security and fire suppression systems.

Carry out any required purchasing activities as per established procedures.

Massey Technologies System Administrator 1998-2001

Integration of hardware and software solution components for accounting system, email and domain servers, routers and other networking.

Provided IT offsite support to customers

Skills and academic qualifications

University of the London

Bachelor of Science (BSc) - Computer Science

Centennial College

Avionics Diploma

Professional Courses & Development

IT Project Management

University of the West Indies (Kingston, Jamaica)

Mona School of Business and Management

Supervisory Management

MIND Institute (Kingston, Jamaica)

Business Communication

MIND Institute (Kingston, Jamaica)

Emotional Intelligence (eGov Jamaica Limited)

Adopting a Transformational Culture (eGov Jamaica Limited)

Leadership and Organizational Change (eGov Jamaica Limited)

Contact this candidate