Director, Management Information Systems - Department of Correctional Services — Government of Jamaica
(2022-01 - 2026-01)
- Reduced IT incident response time by 60% across multi-site correctional facilities by deploying AI-assisted SIEM/SOC monitoring (Darktrace NDR), enabling proactive threat detection and materially strengthening the organization's security posture.
- Increased infrastructure pipeline capacity by 50% within 12 months by implementing structured multi-year technology roadmaps with disciplined budget oversight — all major projects delivered on time with zero budget overruns.
- Improved employee onboarding efficiency by 40% and eliminated provisioning errors by automating Active Directory and Microsoft 365 lifecycle workflows, removing manual handoffs organization-wide.
- Cut manual administrative processing time by 50% by integrating AI into procurement and workflow automation, redirecting staff capacity toward strategic IT operations.
- Reduced recurring IT incidents by 30% by rolling out ITSM frameworks and standardizing service desk procedures across all facilities, improving service continuity and client satisfaction. Oversaw change management, testing, and post-implementation review for system rollouts.
- Increased service desk resolution efficiency by 35% by deploying AI-driven ticket triage, assignment, and prioritization — measurably improving client-facing service levels.
- Led a team of 15+ engineers, building a high-performance IT service culture with accountable KPI tracking and structured mentoring that consistently met organizational goals.
- Served as Project Chair for a custom Corrections Case Management platform — a clinically sensitive operational system delivered on scope and on timeline with rigorous data governance controls.
- Developed and enforced enterprise Cybersecurity, Disaster Recovery, and IT Governance policy frameworks, ensuring sustained regulatory alignment and operational resilience across all facilities.
- Advanced organizational digitalization by deploying a SharePoint-based government intranet and VoIP infrastructure across multi-site environments, improving internal communications and inter-facility coordination.
IT Director Lead – National Vaccination ERP (Secondment) - Ministry of Health Jamaica
(2020-01 - 2021-01)
Seconded from Ministry of Finance and the Public Service
- Directed deployment of a national-scale ERP vaccination management platform used to coordinate, track, and report vaccine administration across health facilities island-wide during the COVID-19 pandemic.
- Achieved system readiness at vaccine rollout launch by leading multi-stakeholder coordination between the Ministry of Health, public health agencies, and technology vendors within compressed pandemic timelines.
- Protected sensitive patient and population health data by establishing data governance protocols and user access controls in compliance with government health information privacy requirements (PHIPA-equivalent).
- Met adoption milestones on schedule by directing training and technical onboarding for health facility staff across multiple sites, reducing post-deployment support requests through targeted end-user enablement.
- Maintained system uptime and data integrity throughout the vaccination campaign by providing IT infrastructure oversight and incident response for critical public health operations.
IT Consultant – Strategic Public Sector Transformation - Ministry of Finance and the Public Service, Jamaica
(2018-01 - 2021-01)
- Administered Microsoft Azure Cloud, Active Directory, and Microsoft 365 for a large-scale digital workplace transformation, improving system reliability and reducing downtime for hundreds of enterprise users.
- Improved IT support response efficiency by 35% by deploying AI-driven analytics tools, enhancing service delivery performance across the enterprise.
- Reduced recurring support requests and improved first-contact resolution by implementing IT automation platforms for device lifecycle management and endpoint monitoring.
- Delivered infrastructure modernization milestones on time and within scope by collaborating with C-suite stakeholders and external vendors, ensuring strategic alignment throughout.
IT Consultant – Fiscal Administration Modernization - Ministry of Finance and the Public Service, Jamaica
(2015-01 - 2018-01)
- Maintained device reliability and reduced unplanned downtime for 200+ enterprise users by deploying, configuring, and maintaining endpoint systems.
- Reduced recurring support requests by 30% by providing technical leadership for a SAP financial system deployment, including targeted end-user training.
- Improved operational response times and reduced manual workload by coordinating IT automation for ticket triage and asset management.
- Ensured consistent SLA adherence by managing vendor relationships and overseeing timely resolution of technical incidents.
Systems Analyst - Ministry of Local Government and Community Development, Jamaica
(2002-01 - 2015-01)
- Delivered front-line IT support (L1/L2) for a large government user base across 13 years, consistently meeting incident response and resolution SLAs while reducing recurring incidents through improved troubleshooting procedures.
- Improved IT communication infrastructure by 50% by implementing VoIP technologies across multi-site environments, enhancing inter-office connectivity.
- Installed, configured, and maintained ERP systems, FortiGate cybersecurity infrastructure, Citrix environments, and Cisco networking — supporting operational continuity across all ministry sites.
- Contributed to ITSM process improvements and service desk governance documentation, supporting the transition toward structured incident tracking.
