Joseph Hilario

About Joseph Hilario

My first “real” corporate job was a data entry role at a small materials testing firm. As my teammates learned that I had a knack for computers, they would ask me for help when the IT department was taking too long to respond. I was usually able to solve the issue or research the problem and find a solution. Eventually, my colleagues started reaching out to me BEFORE going to the IT group because I could get them up and running quickly. I’ve always loved figuring things out on my own and then sharing that information to help others. That’s when I realized I wanted to get into the technical support field.As a Technical Support Manager with 17+ years of experience, I’ve learned that the best way to quickly resolve your customers\' issues is to do your job as efficiently as possible without sacrificing “white glove service.” This has led to many accomplishments in my roles: Implemented a touch-to-talk app that improved inter-office communication between A/V technicians by categorizing response priority into 3 tiers, resulting in a 70% decrease in VC issues. Developed and managed hardware aspects of the firm’s emergency transition to a remote workforce in March 2020, overseeing DS’s deployment of over 300 laptops within one week. Implemented tracking of Desktop Services KPIs, leading to improved customer satisfaction and a 25% reduction in MTTR. Authored DS workflow documentation and co-authored both the department Standard Operating Procedure handbook and Asset Management handbook, which decreased misallocated reimbursements and saved the company $100k per year. Developed and implemented a project plan to prepare 6 US locations for a seamless return to office in November 2021.The best way to be efficient while also maintaining high customer service levels is developing better answers for the key question:“Why do we do it this way?”Whenever I hire someone new, I encourage them to provide their perspective on our processes and ask them for feedback on what could be better. By challenging my team to strive for continuous improvement, and creating a collaborative atmosphere for everyone to share their opinion, we can be sure to avoid the age-old response: “because that’s how we’ve always done it.” If you’re passionate about technology, interested in building a high-performing support team, or would like to discuss the latest MTG expansion set, connect with me here on LinkedIn!

Experience

1. Senior Manager, IT Service Delivery

   Global Partners LP

   May 2025 — Present · Waltham, MA, US

Education

• Northeastern University

  B.S., Information Technology

  2006 — 2009

• Georgetown University

  Masters of Professional Studies, Computer/Information Technology Administration and Management

  2014 — 2016

Skills

• Software Documentation
• Office 2010
• Litigation Support
• Microsoft Office
• Help Desk Support
• Blackberry Enterprise Server
• Customer Service
• Windows 7
• Microsoft Exchange
• Windows Xp
• Disaster Recovery
• Document Management
• Sharepoint
• Active Directory
• Windows Server
• Laptops
• Management
• Information Technology
• Troubleshooting
• Citrix
• Technical Support