The Head of Network and Security is responsible for overseeing the network infrastructure and security posture. My key responsibilities:Strategic Planning and Leadership: Developing and executing a comprehensive network and security strategy that aligns with the business's goals and objectives. Leading the network and security teams to achieve these strategic goals.Network Infrastructure Management: Designing, implementing, and maintaining the organization's network infrastructure, including routers, switches, firewalls, and other networking hardware and software.Cybersecurity Management: Establishing and managing the organization's cybersecurity program, including the implementation of security policies, procedures, and controls to protect against cyber threats.Risk Assessment and Management: Conduct risk assessments to identify vulnerabilities and threats to the network and systems. Developing and implementing risk mitigation strategies.Reporting and Communication: Providing regular reports and updates to senior management on the status of network and security operations, incidents, and initiatives. Communicating effectively with stakeholders to support.Firewall and Intrusion Detection/Prevention Management: Configuring and maintaining firewalls, intrusion detection systems, and intrusion prevention systems to monitor and protect the network from unauthorized access and attacks.Cloud Strategy and Management: Overseeing the design, implementation, and management of the organization's cloud environments (public, private, and hybrid). Ensuring cloud services are scalable and secure.Security and Compliance: Implementing robust security measures to protect cloud, Network, and on-premises infrastructure from cyber threats. Ensuring compliance with relevant regulations and industry standards.Team Leadership and Development: Leading and mentoring the Network and infrastructure teams. Fostering a culture of continuous learning and professional development.

Manage a team of Network, Cybersecurity, and Technical Support Specialists that handle the following services. • Endpoint Managementand Analysis• Patch Management• Managed Services• Fortinet Wireless and Security Solutions• Managed Firewall Services• Cisco Meraki Solutions• Security Assessments• Ruckus Wireless Sentinel One * Manage the training of engineers.* Receive, log, troubleshoot, and resolve incidents escalated by Senior Engineers* Provide site visits /remote assistance for Professional Services.* Conduct pre-installation site surveys for all complex solutions such asFirewall and WiFi networking to ensure all is in place for actual installations * Perform vendor management of all Simply Secure's Partners

As an IT Services Manager, I oversee IT service delivery within the organizations we manage, ensuring that they meet the business's and its users' needs. My responsibilities and tasks typically include:Service Strategy and Planning: Developing and implementing IT service strategies and plans that align with the organization's goals and objectives.Service Delivery Management: Ensuring that IT services are delivered efficiently, effectively, and in line with agreed-upon service level agreements (SLAs).IT Service Management (ITSM): Implementing and managing IT service management frameworks (ITIL) to standardize processes, improve service quality, and ensure consistency.Incident and Problem Management: Overseeing the resolution of IT incidents and problems, coordinating with technical teams to minimize downtime and prevent recurrence.Service Desk Operations: Supervising the operation of the IT service desk, including ticket management, incident triage, and resolution, ensuring timely and effective support to users.Performance Monitoring and Reporting: Tracking and analyzing key performance indicators (KPIs) for IT services, preparing regular reports, and identifying areas for improvement.Customer and Stakeholder Communication: Communicating with business stakeholders and users to understand their needs, gather feedback, and keep them informed about IT service performance and developments.Continuous Improvement: Identifying opportunities for improving IT services, implementing best practices, and driving initiatives to enhance service quality and efficiency.Compliance and Security: Ensuring that IT services comply with relevant regulations, standards, and security requirements, implementing measures to protect data and maintain privacy.Team Leadership and Development: Leading and mentoring the IT services team, fostering a culture of continuous learning, and providing opportunities for professional development.

Provide Second level support to Digicel Group Regional Managed Service Team across allproduct lines including but not limited to:• Cisco Security Solutions• Cisco Voice Solutions• Cisco Routing and Switching Solutions• Fortinet Wireless and Security Solutions• Cisco Meraki Solutions• Aruba Mobility• Ruckus Wireless* Knowledge sharing/mentorship of Tier1 technicians.* Receive, log, troubleshoot and resolve incidents escalated by Tier 1 Support* Provide site visits /remote assistant for Professional Services.* Conduct pre-installation site surveys for all complex solutions such asFirewall and WiFi networking to ensure all is in place for actual installations

* Provide Second level support to Digicel’s Business Solutions customers across allproduct lines including but not limited to:o Internet / Data / Voiceo Cloud Telephony / Backup / Computingo IP PBXo Data Center co-location.* Knowledge sharing/mentorship of Tier1 technicians.* Receive, log, troubleshoot and resolve incidents escalated by Tier 1 Support* Provide site visits /remote assistant for Professional Services.* Conduct pre-installation site surveys for all complex solutions such as Firewall and WiFi networking to ensure all is in place for actual installations

• Provide Second level support to Digicel’s Business Solutions customers across all product lines including but not limited to:=> Internet / Data / Voice=> Cloud Telephony / Backup / Computing=> IP PBX=> Data Center co-location.• Installation and configuration of Cisco Routers/Switches/IP PBX/Legacy PBX, Wireless Routers/Access Points, Voice Gateways and Analog Terminal Adaptors .• Installation and configuration of Cloud Telephony devices.• Intimate knowledge of Voice over IP protocols such as SIP.• Maintenance of Video and VoIP technologies

•Manage a team of call center agents.•Be available to affect the entirety of the team's operations.◦Manage by walking around. Be visible to answer questions.◦Take calls that your agents can't handle and be available when an agent appears to need assistance.◦Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.◦Motivate and encourage agents through positive communication and feedbackBeing available to affect the entirety of the team's operations differentiates a supervisor from senior management. To effectively build call center culture, the supervisor is responsible for "on-the-floor"​ activities, and must be available to assist agents while they are "on-the-floor." Senior management has a role that involves less floor time.