Gerardo Villalba

Handles complex L2 escalations involving Microsoft Entra ID, Exchange Online policies, and DNS authentication. Administers Windows Server Active Directory and resolves network infrastructure issues.

Provided front-line enterprise IT support, managing service desk tickets and remote monitoring. Administered user accounts and supported endpoint security tools.

Performed first-line network connectivity diagnostics and fiber/broadband troubleshooting. Provisioned and managed client routers and Wi-Fi parameters.

Served as direct technical lead for enterprise banking accounts, overseeing operational functionality. Managed cross-functional technical teams and authored SOPs.

Conducted post-incident reviews and operational audits for critical incidents. Documented root-cause analyses and updated standard operating procedures.

Monitored enterprise infrastructure alerts and executed Tier 2 troubleshooting. Coordinated rapid technical response and managed escalations to Tier 3.

Handled core network routing, IP assignment, and DNS settings. Monitored network traffic and supported ISP uptime.

Assisted senior engineers with router configuration, cabling checks, and physical network deployments.

Facilitated workshops on public speaking, teamwork, and oral communication.

Completed a Six Sigma Methodology course in 2022.

Bachelor's degree in Telecommunications Engineering from Universidad Rafael Urdaneta, completed in 2020.

Completed a course on basic knowledge and router management in 2020.

Earned certifications in teamwork and oral expression in 2016 and 2017.