Work History | Joseph Villarin

Application Support

Wild Fork Full-time

Feb 2025 – May 2026 · 1 yr 4 mos United States · Remote

Provided technical support and troubleshooting for order processing errors, ensuring timely issue resolution and minimal business impact.
Accessed and managed Product Rails servers to deploy code fixes and resolve order-related application issues.
Created, tracked, and managed incident and development tickets in Jira, ensuring accurate documentation and timely follow-up.
Maintained and organized Confluence knowledge base documentation to improve knowledge sharing and operational efficiency.
Collaborated cross-functionally with stakeholders, developers, and teams across multiple departments to identify requirements, resolve technical issues, and deliver effective solutions.
Coordinated with engineering and business teams to investigate production issues, communicate updates, and support continuous process improvements.

Expert Digital Services Contract

Sep 2024 – Jan 2025 · 5 mos Remote

Designed and developed interactive Power BI dashboards and reports tailored to client needs, delivering actionable business insights.
Executed full ETL processes, including data extraction, transformation, and loading from diverse sources into Power BI and Excel.
Built efficient data models using best practices (star/snowflake schema) to support scalable and performant reporting.
Wrote and optimized DAX measures and calculated columns for advanced business logic and KPIs.
Utilized SQL to query, clean, and prepare data from relational databases, improving data reliability and accuracy.
Applied Power Query for complex data transformation workflows within both Power BI and Excel.
Collaborated with clients to streamline inventory and purchasing processes through data-driven analysis and reporting.
Integrated Microsoft 365 tools (Excel, SharePoint, Outlook) to support automated and collaborative reporting solutions.

Optum Full-time

Jun 2021 – Sep 2024 · 3 yrs 4 mos United States

Logged incidents and update requests using the ServiceNow ticketing system.
Answered and resolved technical issues via phone, chat, and web portal in a high-volume 24×7×365 call center environment, efficiently and professionally.
Diagnosed hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering Level 1–2 solutions over the phone, chat, or email.
Assisted end users with endpoint devices, Contact Center solutions, and collaboration applications such as WebEx and Jabber.
Troubleshot corporate applications (MS Office Suite, Tableau, Rightfax, enterprise browsers, Java plug-ins) using a Knowledge Base and routed issues to appropriate support groups.
Proficiently managed resolution of inbound technical contacts, balancing customer service with call handle time goals.
Translated complex technical concepts into easy-to-understand language for non-technical customers.
Accurately and efficiently recorded all customer interactions in the incident management tracking tool.
Adhered to policies regarding safeguarding of protected information (PHI/PII) and corporate system access.
Escalated high-priority, high-impact issues to internal support teams as needed.
Met or exceeded statistical metrics: ticket and contact quality, first call resolution, schedule adherence, and call handle time.

Keystone Solutions Freelance

Jan 2021 – Apr 2021 · 4 mos United States

Performed password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support.
Escalated issues to IT applications support or coordinated with outside vendor maintenance as required.
Gathered and analyzed information about user issues to determine the best resolution path.
Provided support for identified Level 2 and Level 3 issues where configuration solutions had already been documented.
Handled IT incident troubleshooting including Windows, Linux, VoIP, Network Administration, process documentation, and procedure development.

one.com Full-time

Nov 2019 – May 2020 · 7 mos Cebu, Central Visayas, Philippines

Provided real-time customer support through live chat.
Responded to customer emails, resolving technical inquiries promptly.
Supported customers across multiple CMS platforms including WordPress, Drupal, and Joomla.
Coordinated with the technical team for escalated technical issues and requests.
Diagnosed and resolved website issues, correcting errors to restore functionality.

Accenture Full-time

Aug 2016 – May 2019 · 2 yrs 10 mos Philippines

Served as Hive Lead, providing guidance and oversight to team members on the floor.
Provided Second Level Support for IT technical requests to end-user devices.
Assisted co-workers with difficult issues and complex support situations.
Trained new hires in actual work and production environment procedures.
Performed computer tune-up, diagnostics, repair, and advanced virus removal using company tools.
Handled software installation, configuration, and troubleshooting across various programs and applications.
Set up, configured, and troubleshot wireless devices including speakers, cameras, headphones, keyboards, and mice.
Configured and troubleshot printers and scanners across HP, Canon, Brother, and Lexmark brands.
Set up and troubleshot email clients including MS Outlook and Thunderbird.
Managed networking tasks including computer networking, drive mapping, and shared folder configuration.
Handled router setup, configuration, and troubleshooting.
Performed registry and device manager troubleshooting.
Configured and resolved OS issues for both Windows and macOS environments.
Supported and troubleshot Microsoft Office programs including Excel, Word, and PowerPoint.
Utilised LogMeIn and internal company tools for remote desktop support.