EMERSON VASQUEZ

**** ***** ***** ***********, ***** Carolina 27560

ac1owy@r.postjobfree.com 919-***-****

QUALIFICATIONS SUMMARY

Experienced Technical Support and Quality Assurance professional with a

background dealing with technical troubleshooting procedures and testing. Able

to multitask, work under deadlines, manage priorities, very dedicated and

hardworking and willing to learn new career paths to improve career. Bilingual,

fluent in English and Spanish.

Demonstrated ability to gain client trust and provide exceptional follow-up,

leading to client satisfaction.

Track record of assisting in the design and implementation of testing procedures.

Expertise in resolving escalated service issues.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional

service.

Proficient with AD, ARS Remedy v7, Mercury Test Director QC, HMS Taleo, .Net

ticketing System, E-Workplace, Extract ticketing System, Microsoft Office

System (including Microsoft Word, Microsoft Excel, and Microsoft Outlook®).

PROFESSIONAL EXPERIENCE

Credit Suisse- Durham, North Carolina (May 2010 to present)

IT Support Specialist

• Provides internal and external communication of incident status, engaging next level

support when required.

• Coordinates incident resolution and service request completion with various work

groups.

• Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution.

• Telephone (only) remote troubleshooting.

• Telephone & Remote Desktop takeover (e.g Bombgar, Carbon Copy, Dameware etc).

• Software Break fix.

• Hardware Break fix (diagnosis only) Desktop, Laptop, Blackberry.

• Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN,

PPTP).

•. Troubleshooting Directory Services related issues (AD, LDAP, NIS and/or Novell

Netware v4).

•Servicenow (Snow)

• ARS Remedy v7.

• Avaya Contact Center (CS Telephony Platform).

• Assist Bankers, Traders and Directors with Windows XP Pro, Windows 7 Pro, Office

2003-2010, Outlook w/Exchange 2003-2010 issues.Perform system software,

application, and hardware updates for Windows XP Pro, Windows 7 Pro as well.

SmartOnline- Durham, North Carolina (June 2007- February 2010)

Account/Technical Support Representative

• Worked within a deadline-oriented team environment using databases and other

technical applications to identify, propose, obtain approval of, program and then

apply and validate data-correction to strategies.

• Assisted the technical support team to resolve RTM tickets that need resolution.

• Ensured that industry, company, and legal guidelines and requirements are

followed.

• Processes transactions and service customer accounts in a timely and efficient

manner.

• Ensured availability to handle inbound call volumes and meet customer needs.

• Analyzed business systems and processes to identify user needs, domain

requirements and address operations issues and improvements to accomplish

business objectives.

• Made outbound Sales calls for company products and programs.

VERITUDE (FIDELITY INVESTMENTS) – Durham, North

Carolina

Quality Assurance Analyst (September 2006 to May 2007)

• Executed test cases, identify and document bugs, and escalate and resolve test

discrepancies.

• Performed functional testing in each test phase : Development Integration, Systems

Integration and Acceptance Testing.

• Involved throughout the project’s life cycle working closely with the systems analyst,

project manager.

• Communicated performance-testing results and identify areas for improvement with

stakeholders at all levels.

• Attended weekly status meetings and communicate results of the characterization

work with project managers, developers, and peers.

• Worked on multiple projects and prioritize activities to complete the projects on

schedule.

VERITUDE (FIDELITY INVESTMENTS) – Durham, North Carolina

Defined Benefits Representative (January 2006 to July 2006)

• Responsible for responding to Defined Benefit/Defined Contribution inquiries form a diverse

customer set including IBM employees, their dependents, retirees, and managers.

• Handled high call volumes and respond to customer inquiries via email quickly and

accurately.

• Quickly research and navigate on-line information sources in order to answer employee

inquiries.

VERITUDE (FIDELITY INVESTMENTS) – Durham, North Carolina

Technical Support Representative (October 2005 to January 2006)

• Executed specific project deliverables within the HR/Payroll practice in support of

profitable and superior client delivery.

• Worked within a deadline-oriented team environment using databases and other

technical applications to identify, propose, obtain approval of, program and then

apply and validate data-correction to strategies.

• Assisted with bank reconciliation research.

• Ensured that industry, company, and legal guidelines and requirements are

followed.

• Processed transactions and service client accounts in a timely and efficient manner

utilizing Fidelity technology.

• Ensured availability to handle inbound call volumes and meet client needs.

• Analyzed business systems and processes to identify user needs, document

requirements and address operations issues and improvements to accomplish

business objectives.

• Assisted in the development, implementation and administration of compensation

programs by providing analytical support to compensation managers and account

managers.

EDUCATION

AMERICAN INTERNATIONAL COLLEGE – Springfield, Mass.

Political Science Major

• New York Institute of Tech- Old Westbury, New York

Political Science Major

Certifications

• ITIL V3 Foundation

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