Summary
Overview
Work History
Skills
Timeline
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Ellsworth Caballero

Ellsworth Caballero

Fredericton,NB

Summary

Senior IT technical operations professional with a track record of optimizing systems, enhancing service delivery, and supporting mission-critical operations. Demonstrated expertise in technical analysis, troubleshooting, and process improvement. Strong focus on delivering high-quality client and end-user support. Skilled in building customer relationships and translating technical issues into clear solutions. Known for driving operational efficiency across teams and strategic problem-solving abilities. Committed to a proactive, service-oriented approach to continuous improvement and ensuring customer satisfaction.

Overview

18
18
years of professional experience

Work History

Senior Technical Analyst

OpenText Inc./Merck
10.2016 - Current
  • Senior consultant MFT Integration and process automation – Skilled in deploying and maintaining file transfer integration solutions across platforms like OpenText Alloy/ECS, AWS, and enterprise systems (SAP, Salesforce, Oracle, IQVIA).
  • Expert in OpenText ECS and Alloy MFT cloud platforms, integrating structured business MFT processes with leading enterprise systems (SAP, Oracle, Salesforce, Microsoft, and custom applications).
  • Monitors and supports high-volume transactions (50,000+ daily) across global domains including orders, invoicing, finance, HR, 3PL, and robotics, ensuring data integrity and operational continuity.
  • Resolves complex technical issues through proactive monitoring, ServiceNow incident handling, reconciliation reporting, and cross-team collaboration.
  • Supports cloud-hosted infrastructure using VMware Horizon (VDI) and Citrix Workspace, with environments hosted on AWS (test and production).
  • Coordinates dynamic, ad-hoc workflows and assists cross-functional teams (application, infrastructure, and data integration) to determine best actions during escalations.
  • Drives cloud migration, onboarding/offboarding, OS patching, and integration channel tuning with focus on performance, stability, and compliance.
  • Leads client-facing reporting—delivering RCA/CAPA, SLA metrics, and governance documentation for stakeholders in APAC, US, and Japan.
  • Manages operational cadence, including manpower scheduling, OpenAir timekeeping, and daily regional task handovers to ensure 24/7 support coverage.
  • Aligns technology initiatives with business priorities, fostering strong client relationships and promoting interdepartmental collaboration for continuous improvement.

Senior Business Operations Manager

Double Tech Pte. Ltd.
12.2014 - 10.2016
  • Business-focused IT operations leader with a strong background in systems architecture, infrastructure management, and client-centric service delivery.
  • Proven ability to enhance system performance and availability, supporting global operations and ensuring alignment with evolving business needs.
  • Managed end-to-end infrastructure lifecycles, from installation and maintenance to upgrades and resource optimization, ensuring high service reliability.
  • Led vendor and partner relationships, overseeing budgets, contracts, and supplier performance to maximize value and maintain smooth operations.
  • Collaborated with sales and marketing to identify client opportunities, support pre-sales efforts, and deliver tailored solutions that drive business growth.
  • Applied quality-driven methodologies to optimize ICT resources and project outcomes, improving client satisfaction and operational efficiency.
  • Mentored and guided technical teams, promoting continuous learning and professional growth across departments.
  • Delivered operational improvements in asset management and supply chain processes, directly impacting client fulfillment and service excellence.
  • Mentored junior team members, fostering a culture of continuous learning and professional development within the department.

IT Operations Specialist

NCS Pte. Ltd.
06.2012 - 11.2014
  • Onsite IT support specialist with hands-on experience delivering end-user support and infrastructure setup across educational institutions in Singapore.
  • Provided customer-facing technical assistance during large-scale deployments for staff and student workstations, ensuring systems met Ministry of Education (MOE) standards.
  • Skilled in OS/software imaging, cloning, and activation, ensuring consistent configuration and minimal disruption during setup and maintenance cycles.
  • Maintained and supported school IT infrastructure including IBM servers, NAS storage, switches, and Active Directory domain integration for seamless user access.
  • Collaborated closely with network and systems teams to resolve complex issues, ensuring optimal uptime and client satisfaction.
  • Conducted IT housekeeping, asset management, and system audits to maintain performance and compliance.
  • Researched and recommended hardware/software solutions tailored to client needs, enhancing service delivery and long-term reliability.
  • Recognized for responsive, professional customer service and the ability to translate technical expertise into practical, client-focused outcomes.
  • Led infrastructure optimization through virtualization, improving resource efficiency and operational sustainability.
  • Led efforts in optimizing server environments through virtualization techniques, resulting in improved resource utilization and reduced energy consumption.

Technical Support Engineer

Lexmark International (XEROX)
10.2008 - 04.2012
  • Technical support specialist with deep expertise in Lexmark MFPs and printer technologies, providing multi-channel support (phone, chat, email, web) to end-users and field engineers.
  • Primary point of contact for VIP clients, including Fortune 500 companies and U.S. Government agencies, delivering fast, accurate resolutions to critical printing issues.
  • Troubleshoots complex hardware/software problems, including TCP/IP configurations, driver setup, and firmware upgrades, ensuring minimal downtime.
  • Provides technical consultation and product recommendations, aligning solutions with client needs and business environments.
  • Experienced in incident tracking (Siebel), escalation handling, and root cause analysis, working closely with engineering teams for long-term solutions.
  • Collaborates on process improvements, training content, and internal knowledge base to enhance team performance and client experience.
  • Known for responsive, detail-driven support and the ability to manage diverse, high-pressure environments while ensuring client satisfaction and operational continuity.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Technical Support Representative (Webhosting)

1&1 Internet Philippines Inc.
04.2007 - 09.2008
  • Technical support and web hosting specialist with strong expertise in managing cloud-based Linux (SUSE) and Windows servers, ensuring security, uptime, and performance.
  • Skilled in web development support, troubleshooting PHP, .NET, HTML, and .htaccess issues across shared and dedicated hosting environments.
  • Proficient in DNS management, domain registration, email configuration (Exchange, POP3, IMAP), and third-party application integration via FTP and SSH.
  • Delivered expert remote support and server-side troubleshooting, including MySQL, SSH commands, and Outlook/OWA setup for enterprise clients.
  • Acted as a single point of contact for VIP client inquiries, managing escalations, service issues, and outage communications with professionalism and urgency.
  • Utilized Siebel for ticketing, ensuring timely updates, accurate prioritization, and end-to-end resolution tracking.
  • Collaborated with QA for new hire training, contributed to internal knowledge base, and drove continuous improvement in support processes.
  • Recognized for delivering exceptional customer experience, offering clear guidance, proactive solutions, and consistent follow-through to build trust and client loyalty.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for web site and server issues

Skills

  • Cloud solutions integration expertise
  • Proficient in integration platforms
  • Skilled in AWS and related integration technologies
  • Professional email communication
  • Experienced in OpenVPN configuration
  • System performance analysis
  • Experience managing diverse e-commerce solutions
  • Experience with digital technology applications
  • Experienced in MySQL database optimization
  • Active Directory management
  • Proficient in interactive presentation tools
  • Data transmission expertise
  • IT service operations
  • ServiceNow platform knowledge
  • Knowledgeable in a range of IT programming languages
  • Self-management skills
  • Skilled in prioritizing details while multitasking
  • Effective communication
  • Familiar with agile frameworks
  • IT operations oversight
  • Experience with statistical modeling techniques
  • API development experience
  • Software development lifecycle
  • Agile methodologies
  • IT infrastructure
  • Statistical modeling techniques
  • Automated testing frameworks
  • Technical documentation writing
  • Web services design
  • System integration strategies
  • Interpersonal skills
  • Client relations
  • Data analysis
  • Professional demeanor
  • Problem-solving aptitude
  • Data management
  • System testing
  • Relationship building
  • Team building
  • Decision-making
  • Adaptability and flexibility
  • Active listening
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • End-user consultation
  • Technical solutions
  • Troubleshooting and diagnosis
  • Hardware and software installation
  • Continuous integration practices
  • Performance optimization techniques
  • Data analysis expertise
  • Self motivation
  • Task prioritization
  • Written communication

Timeline

Senior Technical Analyst

OpenText Inc./Merck
10.2016 - Current

Senior Business Operations Manager

Double Tech Pte. Ltd.
12.2014 - 10.2016

IT Operations Specialist

NCS Pte. Ltd.
06.2012 - 11.2014

Technical Support Engineer

Lexmark International (XEROX)
10.2008 - 04.2012

Technical Support Representative (Webhosting)

1&1 Internet Philippines Inc.
04.2007 - 09.2008

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Ellsworth Caballero