Robert Villafane

Experience

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  SMARTECH & Associates, LP

  Mar 2010 - Dec 2011

  Computer Technician

  Hardware repair and diagnostics

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  AKWTECH

  Jan 2012 - Apr 2014

  Jr. IT Support Technician
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  Emery Federal Credit Union Mortgage Division

  Apr 2013 - May 2014

  Administrative & Technical Support

  Created Email Templates for Exchange Mail Transport RulesCreated accounts and maintained MDMMaintained license repositoryOffice Maintenance including line drops and repairSetup and Deployment of critical company server hardware and backup solutionsSettled Company-wide Emergencies Relating to Windows and 3rd Party Program problemsResearch and document practical computing problems and fixes for future referenceCreated routine procedures that were not in place to practice information security and data integrity Show less

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  R Systems

  May 2014 - Apr 2015

  Tier 2 Technical Support Engineer

  Introduced Freemind to the T1 Agent ProcessSenior Agent - 5 MonthsKCS Coach - 7 MonthsTier 2 - 10 Months

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  Close To My Heart

  Apr 2015 - Aug 2018

  Systems Administrator

  • Server Administration, Troubleshooting: DNS, DHCP, Certs (IIS), Firewall (Sonicwall), Router (Monitoring), VOIP (Hosted and Self Hosted), Exchange 2010-2013, WAP (Ubiquity), File Sharing (SMB, NFS, CIFS, AFP), VMWare vSphere ESXi, Veeam Backup, Great Plains and SQL Server 2010-2016, HVAC & Security Systems (Entrapass, BACTalk and DLS), Wiki & KB (Atlassian Confluence), Adobe Cloud, O365, Workstation, Server and Networking Issues (Apple & Windows)• Careful research and deployment of demos, QA, Dev and Prod software and hardware solutions to suit business needs Show less

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  OpenText

  Aug 2018 - Apr 2023

  Technical Support Engineer I, II• Server Administration, Troubleshooting (Product and Sys Admin Responsibilities) SQL, IIS, REST• Technical writing, RCA delivery, troubleshooting, debugging, repro and bug submission (JIRA, Service Now, RPE, Grep, log review)• Peer Mentoring, on-boarding and up-training. De-escalation of customer, peer relations• Customer de-escalation and escalation mitigation negotiations• Hypervisor lab engineer (vCenter and VMWare Workstation), responsible for department test and repro labs • Provide thorough, but simple explanations for possible environmental issues• Demonstrate excellent problem solving and analytical deduction skills• RCA Delivery while providing documented JIRA and KBA accountability for customer environment reproductions and break\fix scenario building Show less

  • Technical Support Engineer II

    Aug 2019 - Apr 2023

  • Technical Support Engineer

    Aug 2018 - Apr 2023
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  Revolution Data Systems

  May 2023 - Jan 2024

  Application Support Engineer

  • Project Management and Reporting for Professional Services work (discovery, upgrades, migrations, and implementations of business solutions).• Zero to Production.• Tier II & III ticket work, including collaborating with end users, system and infrastructure administrators to troubleshoot software, hardware, workflow procedures and practices.• Provided thorough, but simple explanations for possible solution and environmental issues (Domains, Active Directory, IIS, SQL and other integrations), including technical writing, RCA delivery, debugging, issue reproduction and bug documentation accountability via JIRA.• Product and Sys Admin Responsibilities of VMs, SQL, IIS, REST, other integrations, and tools.• Demonstrate excellent problem solving and analytical deduction skills.• Significant contributions to internal and customer facing knowledgebases of best practices and Standard Operating Procedures.• Peer mentoring, on-boarding, and up-training.• Azure and vCloud Lab engineering, including networking, troubleshooting, lab and repro templates.• Customer advocacy with vendors and developers, including de-escalation and escalation mitigation negotiations. Show less

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  Self

  Jan 2024 - now

  Information Technology Contractor