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.

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.

• 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.

• 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).

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