Brandon Esposito
Information Technology Specialist Iii @Texas Health and Human Services
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WORK HISTORY
Information Technology Specialist Iii @Texas Health and Human Services
Executed timely Tier 1–3 technical support for end-users, troubleshooting hardware, software, and network problems resulting in over 80% resolve rate on first contact with the user. Created and managed support tickets using a tracking system, ensuring accurate documentation of user inquiries and resolutions. Partnered with cross-functional technical teams to troubleshoot and develop solutions for issues in newly deployed internal tools, reducing system downtime and improving overall user experience. Designed and led comprehensive training sessions for new help desk agents, focusing on troubleshooting best practices, internal tools, and customer communication strategies Monitored changes in IT infrastructure and updated support documentation accordingly, ensuring accurate information was available for troubleshooting and training. Developed and implemented automation for routine team functions such as account expiration alerts and recurring issue tracking, increasing operational efficiency and freeing up team resources for higher-priority tasks
EDUCATION
Austin Community College
Associate of Arts - AA, General Studies
ABOUT BRANDON ESPOSITO
Hello and welcome to my profile! My name is Brandon, and my pronouns are He/Him. Below…
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