Jethro Jean-Baptiste Email & Phone Number

-Managed IT infrastructure for a diverse portfolio of nonprofits, from startups to large organizations.-Right-sized client agreements to ensure cost-effective solutions while maintaining profitability.-Established internal workflows and policies to streamline operations and improve efficiency.-Developed strong partnerships with key stakeholders, including CEOs and end users.-Coordinated with client executive teams to align IT plans with organizational goals.-Provided ongoing technical support to ensure client satisfaction.-Successfully executed IT projects within budget and on time.-Oversaw the design, procurement, and deployment of IT infrastructure for a new high school.-Managed project teams to complete various IT infrastructure and migration projects.-Conducted needs assessments and developed project charters.-Coordinated with vendors and stakeholders throughout project life cycles.-Migrated clients to cloud and SaaS-based solutions to improve efficiency and support remote work.-Served as the platform owner for Zendesk, managing reporting, training, and change management.-Created and maintained yearly technology budgets for each client.-Led the transition of client phone systems.-Assisted in office relocations and IT infrastructure revamps.-Managed multiple support and engineering teams, fostering a collaborative work environment.-Provided comprehensive security training and support to client staff.-Member of the DEI committee, working on internal inclusion and representation.-Conducted security assessments to identify vulnerabilities and mitigate risks.-Implemented security measures to protect client data and systems.-Established MDM platforms to streamline device management and enhance security.

Greater Boston Area

● Provided end user technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. ● Responded to queries either in person, over the phone, and email. ● Assisted with on-boarding and training of new employees. ● Maintained daily performance of computer systems. ● Utilized and maintained helpdesk tracking software, including ticket resolution and customer follow-up. ● Installed, modified, and repaired computer hardware and software applications. ● Managing equipment, including tracking purchases and requisitions ● Resolved problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.● Assisted clients with utilizing Citrix Workspace and Virtualization for accessing Quickbooks database. ● Performed root cause analysis and developed strategies for problem remediation. ● Documented internal procedures.

• Install and configure firewalls for clients to provide information security.• Troubleshoot and identify internet and firewall complications with detailed investigation and documentation. • Work with supervisors and back-end developers to improve firewall configurations.• Provide support in Active Directory and domain environments.• Managing network hardware, including routers, and, providing maximum performance for workstations.• Provide solutions for data storage and data backup technologies. • Configure VPN policies for remote access capability. • Monitor network nodes and troubleshoot/resolve connectivity issues and outages.• Assisted with other team members of other teams on projects and special initiatives as needed.• Work with third party vendors and service providers for network configurations and set ups.

• Provide technical support to home office staff, as well as to Commonwealth advisors and their staff, on a wide range of issues and products.• Prioritize and process client requests to provide technical problem identification and resolution using ServiceNow ticketing system.• Provide excellent client service, phone etiquette to internal staff and clients.• Configure encryption software to fully protect hardrives (Bitlocker, Truecrypt, Sophos).• Establish Parallels for Mac machines for virtualization, corresponding with Windows products. • Install and configure third party plugins for MS Office (Adobe, MS Dynamics CRM).• Provide Imaging for Windows laptops and desktops.• Track inventory of various system configurations using MS Sharepoint.

Responsible for converting an office’s client data into Commonwealth CRM, which includes working with the office to qualify needs, gather and reconcile data, and ensure a smooth transition.

Jr. Software Engineer for ARG Interactive. ARG Interactive provides CRM, marketing automation and interactive web site solutions to mortgage companies, banks and credit unions.

Jr. Software Engineer for ARG Interactive. ARG Interactive provides CRM, marketing automation and interactive web site solutions to mortgage companies, banks and credit unions.

Effectively communicated with customers, employees, and the management to maximize working productivity.Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers for over three years.

Effectively communicated with customers, employees, and the management to maximize working productivity.Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers for over three years.

Demonstrated communication skills, questioning techniques, and proper documentation with fellow students. Tutored SNHU student-athletes and other students regarding IT-related courses.

Demonstrated communication skills, questioning techniques, and proper documentation with fellow students. Tutored SNHU student-athletes and other students regarding IT-related courses.

Master Of Technology (M.Tech.), Data Modeling/Warehousing And Database Administration

Activities and Societies: Golden Key International Honour Society

Bs, Information Technology

Activities and Societies: Cum Laude, CRLA Tutor/ Lab Assistant, Circle K Club, SNHU Chorus, Video Game Club, SALT Club, Jiminy Kick-It.

Bachelor Of Science

Bachelor Of Science