Alex Cascante

Computer Engineering professional with experience in technical support, customer service, and administration of mission-critical systems in 24x7 environments. Proven ability to diagnose and resolve Severity 1–4 incidents, deliver customer support across multiple channels (email, phone, and chat), and maintain high customer satisfaction levels (100% CSAT). Clear and empathetic communicator, able to work under pressure and collaborate with global, multicultural teams, with a strong focus on confident issue ownership through to resolution.

Software Support Engineer at IBM (2024-01 – Present)

• Delivered L2 technical support to enterprise and government customers worldwide for IBM Verify Directory (LDAP), a mission-critical authentication system, maintaining 100% customer satisfaction according to surveys.
• Resolved critical incidents (Severity 1–4) in a 24x7 support environment, performing advanced troubleshooting through log analysis, tcpdump, and Wireshark on Linux (Red Hat) and Windows Server.
• Managed customer tickets and communicated directly with external customers via Salesforce and Jira, ensuring response and resolution times met service standards.
• Diagnosed configuration, integration, performance, and deployment issues, escalating appropriately to specialized resources when needed.
• Authored technical documentation and procedures for internal teams and customers, improving knowledge transfer and case resolution efficiency.
• Partnered with engineers across teams to resolve complex escalated cases and contributed to team process improvement projects.
• Developed Bash, Python, and Lua scripts to automate operational support tasks.
• Provided troubleshooting support in containerized environments (Kubernetes and OpenShift).

Operations Analyst at International Gaming Technology (IGT) (2022-02 – 2024-01)

• Delivered technical and operational support across global electronic lottery implementations in the USA, Portugal, Mexico, France, and Malta, serving as the primary point of contact during go-live events.
• Coordinated incident resolution with specialized teams (DB2, LDAP, development), demonstrating confident issue ownership through to successful closure.
• Administered transactional systems, LDAP authentication platforms, and monitoring tools; executed end-to-end implementations including user creation, role definition, system parameterization, and post-implementation validation.
• Delivered technical training to Data Center operators and supervisors, both remotely and onsite, strengthening overall support quality.
• Authored technical documentation and operational runbooks to standardize processes.
• Maintained effective technical communication with global teams and country managers across multiple time zones.
• Developed Bash scripts for site-specific operational tasks.

Data Center Administrator at International Gaming Technology (IGT) Costa Rica (2013-02 – 2022-02)

• Supervised 24x7 Data Center operations and provided local IT support, ensuring continuity of service.
• Led a 12-person team (junior, senior, and IT support staff), promoting feedback and professional development across the team.
• Held direct responsibility for critical infrastructure: physical and virtual servers, networking, and NAS storage.
• Managed vendor relationships, maintenance contracts, and equipment procurement decisions.
• Led continuous improvement initiatives and infrastructure change projects.
• Collaborated with development teams during sprints, QA activities, and go-live processes.
• Ensured compliance with internal and external security audits (Infosec).
• Held final responsibility for critical incidents, resolving locally or escalating to global support as required.
• Led the full recovery of a Data Center following a total power outage, restoring operations without global support and receiving country-level recognition.

Bachelor in Computer Engineering – Universidad Hispanoamericana (2025-11)