Iskander Caballero

Software Engineer

Tampa, Florida, United States8 yrs 6 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Proven ability in developing technical solutions.
Expertise in risk management and information security.
Strong leadership and mentorship skills.

Stackforce AI infers this person is a skilled IT professional with a focus on technical support and information security in SaaS environments.

Contact

Skills

Core Skills

Technical SupportAutomationIt SupportInformation SecurityTech SupportNetwork SecurityClient Support

Other Skills

Active DirectoryAirWatchArduinoAutoCAD 2016Bilingual CommunicationsCC++Chatbot DevelopmentCollaborative Problem SolvingCommunicationComplianceComputer HardwareComputer RepairComputer TechnicianCreative Problem Solving

About

Solutions-oriented Information Technology Professional with experience in fast-paced IT environments developing successful technical solutions for industry leaders. Demonstrated passion and talent for directing risk management initiatives while establishing, implementing and enhancing key information security objectives. Proven ability to design and regulate critical security programs with in-depth involvement with incidents. Known for cross-functionally collaborating with diverse teams and communicating with stakeholders at all levels of a corporation. Detail-oriented self-starter with excellent oral and written communication skills, as well as strong analytical, organizational and time management abilities.

Experience

Google

2 roles

Technical Solutions Engineer

Mar 2021 – Present · 5 yrs

Information Technology Resident

Feb 2019 – Mar 2021 · 2 yrs 1 mo

As an Information Technology Resident (ITR), I solve technical issues related to all corporate devices and platforms (Windows, macOS, Linux, Chrome OS) through remote (chats/tickets/phones) and in-person support channels (Techstop).
▪ Engineered projects to improve the Techstop experience through automation such as Techstop Assistance Bot and TOC Assistance Bot in order to improve workflow and time efficiency.
▪ Created an improved synchronous chatbot system that facilitates the troubleshooting guidance of solving technical problems.
▪ Sustained a 24/7 working autonomous chatbot with a 99.99% availability in order to assist with technological questions or issues.
▪ Achieved over 900+ downloads via internal employees. Top 20 out of 594 created hangouts bots.
▪ Developed in Google Cloud Platform (GCP) and programmed in Python with JSON code for the frontend visualization.
▪ Provided excellent service for all users with a 99% Approval Rating (CSAT).
▪ As a senior tech, I have leveraged my leadership skills to be a resource for my teammates and provide guidance and mentorship to new technicians on complex issues.
▪ Engineered an improved synchronous chatbot system that facilitates the troubleshooting guidance of solving technical problems.
▪ Created IAM Policies in order to secure the application in Google Cloud Platform (GCP).
▪ Developed the chatbot to be easy to use by using specified keywords that guided to the correct step by step resources for problem solving.
▪ Received a Peer and Spot Bonuses for facilitating design and system to better the ITRP experience.

Technical SupportAutomationChatbot DevelopmentGoogle Cloud PlatformPythonIncident Management+1

Ryder system, inc.

Information Technology Intern

May 2018 – Jan 2019 · 8 mos · Miami, Florida

Provided IT support for a large, 33,000+ person company, utilizing the Remedy ticketing system in a level 2 User Support environment consisting of over 17,000 computers. Resolved various issue types and provided assistance on a variety of information security-related projects.
▪ Facilitated user account adjustments using Active Directory (AD).
▪ Worked in the re-imaging lab handling new employee computer setups.
▪ Utilized Mobile Device Maintenance targeting to identify users that weren't in compliance with their encryption security protocols application.
▪ Integrated numerous security-related policies and guidelines including periodic controls and compliance.
▪ Collaborated on several initiatives including the development of a laptop security check, anti-virus roll-out, problem management.
▪ Executed critical risk and business impact assessments and while addressing any and all security and business continuity concerns in a professional manner.

IT SupportActive DirectoryInformation SecurityComplianceProblem Management

Power financial credit union

Tech Support I Intern

Oct 2017 – Mar 2018 · 5 mos · Pembroke Pines, Florida

Managed the installation of various equipment, including Epson receipt printers, additional workstations, VeriFone credit card devices, reimaged hard-drives, setup ID scanners and Polycom phones. Regularly updated workstations to ensure top functioning ability and proactively reinforced challenging problem resolutions, such as the revision of root cause analysis processes and documentation.
▪ Successfully centralized over 100+ workstations to a new domain in Active Directory (AD).
▪ Resolved over 100 reported workstation issues through Helpdesk troubleshooting.
▪ Patched ports in the IT server room to the available subnet addresses relevant to the devices being integrated.
▪ Installed new and updated softwares on all workstations to ensure top productivity.
▪ Experienced network security, firewall policies, and group policies.

Tech SupportActive DirectoryNetwork SecurityHelpdesk Troubleshooting

Start on technology

Jr. Technician

Jul 2017 – Nov 2017 · 4 mos · Miami, Florida

Served as a support agent for numerous client repairs and troubleshooting for various Apple devices such as MacBook, iMac, Mac Mini, etc. Effectively administered incoming calls and tasks in a fast-paced environment.
▪ Developed and implemented innovative marketing initiatives, increasing client growth by 16%.
▪ Built Synology NAS Systems for Manage Service Provider (MSP) subscribers.
▪ Reimaged data transfer drives in response to various clients’ needs by replacing different hardware components, always ensuring top-level customer service and satisfaction.
▪ Assimilated Virtual Private Networks (VPN) into the Synology Systems, allowing users to access their work files from anywhere in the world in an encrypted/secured manner.

Client SupportTroubleshootingVPN Integration