Jenielle Brathwaite
Basseterre,St. Kitts & Nevis
Summary
Experienced IT Professional with 5+ years supporting enterprise systems, managing incidents, and leading helpdesk operations at a regional central bank. Adept at maintaining production uptime, coordinating critical system upgrades, and supporting high-priority (P1/P2) incidents in multi-unit environments. Demonstrated ability to reduce support backlog by 40%, lead digital transformation initiatives, and enhance security monitoring through risk reporting. Currently pursuing a master’s in IT Management with a concentration in cybersecurity. Seeking to contribute my service-oriented mindset, strong troubleshooting skills, and change management experience to RBC’s technology team.
Overview
7
7
years of professional experience
Work History
Systems Analyst / Unit Head – Helpdesk Unit (HDU)
Eastern Caribbean Central Bank
03.2023 - Current
- Lead Tier 1 technical support for 200+ users and 7 agency offices with 95%+ SLA compliance.
- Reduced ticket backlog by 40% through workflow redesign and root cause prevention.
- Oversaw patching, endpoint rollout, and monitoring with 98%+ compliance.
- Supported web conferencing and collaboration sessions across Zoom, Webex, GoToMeeting.
- Since February 2025, supported the Application Support and Maintenance (ASM) unit with application troubleshooting and risk documentation.
Senior Technical Assistant – Information Security & Risk Management (ISRM)
Eastern Caribbean Central Bank
09.2021 - 03.2023
- Performed daily monitoring and escalation of IT security events.
- Conducted vulnerability scans, patch analysis, and supported internal audits.
- Delivered security awareness training and supported DR testing.
Senior Technical Assistant – Network & Computer Systems Administration (NCSA)
Eastern Caribbean Central Bank
09.2020 - 09.2021
- Delivered Tier 2 support across software, hardware, and network infrastructure.
- Maintained antivirus coverage and implemented system upgrades.
- Reduced recurrence of support incidents by 25%.
Brightsparks Intern – MISD
Eastern Caribbean Central Bank
07.2019 - 08.2020
- Supported desktop and application support for users and agency offices.
- Maintained endpoint systems, patched devices, and assisted in IT asset lifecycle.
Student Intern – Technical Support
National Insurance Scheme – Grenada
05.2019 - 06.2019
- Provided administrative and technical support.
- Practiced professional communication and task coordination.
Summer Intern – Network Support
Flow – Grenada
05.2018 - 08.2018
- Assisted with basic network administration and desktop support.
- Supported equipment setup and troubleshooting in a telecom environment.
Education
MSc - Information Technology Management, Cybersecurity & Information Assurance
Keller Graduate School of Management
12.2025
BSc - Computer Information Systems, Software Development
DeVry University
06.2024
AAS - Information Technology & Networking
DeVry University
10.2022
Associate Degree - Information Technology
T.A. Marryshow Community College
07.2019
Skills
Production & Incident Support (P1/P2)
Application Monitoring & System Escalation
Patch Compliance & System Upgrades
Risk Analysis & Security Event Reporting
Service Desk Leadership (ITIL-aligned)
End-to-End Application & User Support
Agile, DevOps & Documentation Workflows
ASPNET, VB, SQL, HTML, CSS (Support Level)
IT Compliance, Vulnerability Remediation
Stakeholder Communication & Vendor Liaison
Projects
DCash, FinTech Pilot Project - Eastern Caribbean Central Bank (07/19 - 12/23)
- Supported the world’s first digital currency pilot by a monetary union central bank.
- Provided technical support, issue resolution, and internal training across teams.
- Contributed to rollout monitoring, end-user feedback collection, and escalation of production issues.
Accomplishments
• Grenada Island Scholar Scholarship – Government of Grenada (Jul 2019)
• Valedictorian & Best Graduating IT Student – TAMCC (Jul 2019)
• CAPE – Information Technology Unit 1, CXC (Jun 2019)
References
References available upon request.
Timeline
Systems Analyst / Unit Head – Helpdesk Unit (HDU)
Eastern Caribbean Central Bank
03.2023 - Current
Senior Technical Assistant – Information Security & Risk Management (ISRM)
Eastern Caribbean Central Bank
09.2021 - 03.2023
Senior Technical Assistant – Network & Computer Systems Administration (NCSA)
Eastern Caribbean Central Bank
09.2020 - 09.2021
Brightsparks Intern – MISD
Eastern Caribbean Central Bank
07.2019 - 08.2020
Student Intern – Technical Support
National Insurance Scheme – Grenada
05.2019 - 06.2019
Summer Intern – Network Support
Flow – Grenada
05.2018 - 08.2018
MSc - Information Technology Management, Cybersecurity & Information Assurance
Keller Graduate School of Management
BSc - Computer Information Systems, Software Development
DeVry University
AAS - Information Technology & Networking
DeVry University
Associate Degree - Information Technology
T.A. Marryshow Community College
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