Vanessa Bernard-Gocul
@vanessabernard-gocul
IT leader with 14 years' experience in service desk management, project delivery, and process improvement.
Cayman IslandsWhat I'm looking for
I am an accomplished IT professional with 14 years of experience and a Bachelor of Science in Computer Science, holding a Certified Associate in Project Management (CAPM) and currently pursuing PMP certification. I specialize in leading service desk and support teams across the Americas, ensuring timely incident resolution, SLA adherence, and continuous process improvement.
Throughout my career I have led cross-functional projects, managed staffing and scheduling across time zones, and acted as liaison between IT and business stakeholders to align support strategies with organizational objectives. I have delivered operational improvements through documentation, standardization, automation, and ITIL-based practices.
I am recognized for strong leadership, stakeholder communication, and strategic problem-solving, with hands-on experience in system and telecommunication administration, hardware procurement and provisioning, ITSM reporting, and team coaching and development.
Experience
Work history, roles, and key accomplishments
Manager - Global IT Helpdesk
WalkersGlobal
Jul 2024 - Present (1 year 4 months)
Lead and manage Service Desk staff across the Americas, ensuring SLA-driven incident resolution, staffing coverage and adherence to ITIL practices while acting as deputy for the Global Head of Service Delivery.
Lead Systems Support Analyst
WalkersGlobal
Sep 2023 - Jul 2024 (10 months)
Supervised Service Desk staff in the Americas, handled complex support requests, championed standardization and automation, and maintained curated documentation and subject-matter expertise for supported applications.
System Administrator
VisionWear Cayman
Mar 2021 - Mar 2022 (1 year)
Managed system administration tasks including hardware provisioning, workstation configuration in Microsoft AD, and end-user support to maintain operational continuity.
Senior Service Desk Analyst
Appleby Global
May 2019 - Feb 2021 (1 year 9 months)
Provided first-line support, triaged ticket queues to meet SLAs, supervised Service Desk staff coverage, and led projects and process improvements for IT operations.
Service Desk Analyst
Intertrust Group
May 2017 - May 2019 (2 years)
Delivered day-to-day service desk support, performed hardware break-fix and basic network/workstation configuration, and supported new-hire setups and asset deployment.
Information Systems Technician
Cayman Islands Health Services Authority
Feb 2015 - Apr 2017 (2 years 2 months)
Supported healthcare IT systems through technical support, system maintenance and user assistance to ensure continuity of clinical and administrative services.
System Administrator
VisionWear Cayman
Dec 2013 - Jan 2015 (1 year 1 month)
Provided system administration and end-user support including asset management and basic network/workstation setup to support daily operations.
Technical Support Specialist
Dart Enterprises (Cayman) Ltd
Jan 2012 - Nov 2013 (1 year 10 months)
Provided technical support to end users, handled support tickets, and assisted with hardware and software issues to maintain service levels.
Administrative Assistant
Unknown
Aug 2011 - Dec 2011 (4 months)
Provided administrative support and performed clerical tasks to assist office operations.
Education
Degrees, certifications, and relevant coursework
UIUniversity College of the Cayman Islands
Bachelor of Science, Computer Science
Bachelor of Science in Computer Science awarded by University College of the Cayman Islands.
John Gray High School
High School Diploma, General Secondary Education
Grade: Honors
High School Diploma awarded with honors from John Gray High School.
PIProject Management Institute
Certified Associate in Project Management (CAPM), Project Management
Certified Associate in Project Management (CAPM) certification from the Project Management Institute.
Availability
Location
Cayman IslandsAuthorized to work in
Job categories
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