Open to opportunities

keyon williams

@keyonwilliams

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Infrastructure systems leader driving reliable enterprise IT, cloud solutions, and team performance.

Jamaica

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What I'm looking for

I am seeking an IT Manager role focused on leading infrastructure and support teams, driving cloud migrations, improving uptime, and delivering scalable, secure solutions while mentoring staff.

I am a strategic, results-driven IT professional with 9+ years of experience in infrastructure systems engineering, end-user support, and technical leadership. I design and deploy infrastructure projects, manage enterprise environments, and improve systems availability while aligning technology with business objectives.

At Conduent I led projects impacting 400+ end-users, served as primary escalation point reducing resolution time by 30%, and supervised teams on Windows Server, Citrix, and cloud platforms. I collaborate with leadership on IT roadmaps, risk assessments, disaster recovery strategies, and vendor management to ensure SLA adherence and operational resilience.

I introduced documentation standards and knowledge bases to reduce ticket volume, coached and developed technical teams, and continuously adopt new technologies to increase efficiency. I am seeking a formal IT Manager role where I can leverage leadership, project execution, and cloud infrastructure expertise to drive scalable, secure solutions.

Experience

Work history, roles, and key accomplishments

Current

Infrastructure Systems Engineer II

Current

Conduent

May 2023 - Present (2 years 5 months)

Led design and deployment of infrastructure projects for 400+ end-users, improved critical-issue resolution time by 30%, and implemented DR/resiliency strategies while supervising technical teams.

Windows Server Citrix Azure Disaster Recovery Team Leadership Vendor Management Patch Management

IT End User Support Analyst II

Conduent

Jan 2018 - May 2023 (5 years 4 months)

Directed a local support team (5+), managed enterprise desktop lifecycles, introduced documentation standards and a knowledge base to reduce ticket volume and improve support consistency.

Desktop Support Imaging Patching Knowledge Base Team Leadership Hardware Refresh SLA Management

Technical Support Supervisor

NICE Global

Jan 2014 - Jan 2018 (4 years)

Supervised a 15+ technician support team, enforced SLAs and improved call resolution metrics by 20% through escalations handling and targeted coaching.

SLA Escalation Management Coaching Performance Management Quality Assurance Troubleshooting Call Center Operations

Education

Degrees, certifications, and relevant coursework

Cornwall College

Bachelor's Degree in Information Technology, Information Technology

Pursuing a Bachelor's degree in Information Technology with expected completion in 2026; coursework focused on IT infrastructure and systems administration.