Guillermo Caballero
@guillermocaballero
I deliver Level 2 enterprise IT support across endpoints, identity, networks, and incident lifecycles.
ParaguayWhat I'm looking for
At HCL Tech supporting Mosaic, I provide Level 2 IT support for 200+ end users across three regions, managing incidents from triage through resolution within ITIL and SLA requirements.
I administer Active Directory, Intune, MFA, CyberArk, Microsoft 365, and enterprise endpoints while supporting SolarWinds monitoring, network troubleshooting, IP phones, and access-control systems. I've also authored 50+ ServiceNow knowledge base articles to reduce repeat ticket volume.
My experience includes serving as the sole IT resource for a law firm and delivering remote enterprise support at GSB Solutions. I work fluently in Spanish, English, and Portuguese and bring hands-on experience across industrial, corporate, and high-volume support environments.
Experience
Work history, roles, and key accomplishments
Provide Level 2 IT support for 200+ end users across three regions in an industrial enterprise environment. Manage full incident lifecycle within ITIL framework and SLA compliance, administer Active Directory, Intune, MFA/CyberArk, and author knowledge base articles.
Help Desk Technician
GSB Solutions
Jan 2024 - Dec 2024 (11 months)
Delivered remote Level 2 technical support via internal ticketing system for enterprise end-users. Managed incident queues, SLA tracking, escalations, and user communication.
IT Support Technician
Law Firm Dr. Santiago Rojas
Jan 2019 - Dec 2024 (5 years 11 months)
Sole IT resource for a professional services environment, managing all hardware, software, and network infrastructure. Handled user onboarding, system maintenance, software licensing, and basic AD administration.
Education
Degrees, certifications, and relevant coursework
Americana University
Bachelor's Degree, Computer Science
Pursuing a Bachelor's Degree in Computer Science, expected to graduate in 2029.
Natividad de María College
Computer Technician, Computer Technology
Completed a Computer Technician program in 2011.
Tech stack
Software and tools used professionally
Availability
Location
ParaguayAuthorized to work in
Job categories
Skills
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