joseph esposito

Lead technical liaison. Acted as the go-to person for technical issues in a Windows XP Professional small business environment. Purchased and installed hardware and software solutions. Utilized Active Directory. Managed and maintained wired and wireless network connectivity within the office. Provided technical support for Microsoft software, popular 3rd party applications, and peripherals. Assisted in disaster recovery and backup solutions. On-call support.

First point of contact for help desk. Processed phone calls, e-mails, and walk-bys regarding user lockouts, e-mail errors, printer breakdowns, PDA setup (both Blackberry and Smartphone), network issues, etc. Managed help desk queue using telephone and Outlook. Solved problems remotely. Kept awareness of Service Level Agreements (SLAs). Dispatched team members to implement solutions. Distributed PC components to users when appropriate. Supported users face-to-face. Utilized Active Directory. Briefed in ITIL help desk standards. Familiarized with front and back office application and desktop team infrastructures.

Help desk operator and desktop support. Equivalent to System Administrator I. Performed hardware and software installation and configuration on Windows XP/2000 based PCs. Utilized Active Directory as Domain Admin. Reimaged and configured PCs using Ghost. Professionally responded to calls and e-mails. Kept an electronic record of help desk contact. Configured network wiring in Data Center. Reviewed in-house procedure documentation to ensure readability. Briefed on HIPAA.

Managed technical and administrative sides of the business. Replaced computer components on site and in shop. Repaired common hardware and software issues. Traveled regularly to customer locations. Served home and business clients. Educated others in computer issues with non-technical language. Performed over the phone troubleshooting. Trained customers of all skill levels. Managed inventory. Recommended appropriate customer software and hardware solutions. Ran the business when bosses were on vacation. Over 99% approvals from customer callbacks.

Daily responded to phone, e-mail, and walk up requests. Supported users in a Windows 2000, XP, and WYSE Thin Client / Citrix environment. Managed permissions and access in Active Roles Server. Helped users working on a Trading Floor including supporting Bloomberg and Reuter’s software. Familiarized with Data Center environments. Supported AV equipment. Supported multifunction printers. Routinely pushed software and managed computers in person and remotely. Configured Blackberries. Configured soft RSA tokens. Tagged assets. Supported Bank move and migration to new location. Rebuilt Windows and Outlook profiles. Coordinated database connectivity. Addressed software errors for user applications. Coordinated with Security, Network, and Application Support to provide thorough solutions for users.

Assigned as the main resource in the high volume IT equipment procurement process. Supported new and end users with account creation, Linux and Windows system builds, and system customization. Configured Linux network settings via terminal window. Kept detailed records. Managed, stocked, and documented inventory. Developed procedure forms for systematic and standardized preparation of new hire machines and cubes. Handled shipping and receiving of new IT assets. Innovated strategies for rapid and efficient system production. Scripted routine tasks. Responded effectively to equipment requests, often working under short deadlines to meet high demand.

Provided service in various office and administrative positions. General Office Aide II. Promoted from Office Aide I. Coordinated PC/ MAC operation including use of Final Cut Pro (MAC) to edit University films. Archived records in hard copy and digital formats. Recommended and utilized a scanner for microfilm processing. Performed general office duties including delivery of mail and checks, organizing cabinets, and light typing. General Office Aide I. General office duties including filing student information, delivering mail, ordering supplies, processing student information and room availability, contacting students, packing and sending mailings, operating a postage machine, organizing rooms, and operating a high speed copier. Teaching Assistant. Read and critiqued student papers. Gave lecture on using the school facilities. Liaison to student body through personal meetings and a student accessible web site. Assisted in development of a University web page. Facilitated tours around Chicago and University of Illinois Chicago campus.

Frontline support of TrueSight Capacity Optimization product. Utilized Salesforce for Case management and Knowledge Article management. Adhered to Best Practices of Case Management and customer communication. Mentored new hires and developed instructional material from scratch. Coordinated with SMEs and Development on a regular basis to troubleshoot software issues beyond normal Knowledge Base solutions. Recommended to AMIGO Upgrade Team for streamlining customer and analyst interactions. Parsed and reviewed log files for in depth troubleshooting. Supported Atrium Single Sign On integration with TrueSight Capacity Optimization product.