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