ANTHONY VASQUEZ
Moncton,NB
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of Microsoft 365 operations and resilient nature focused on finding root causes and making permanent improvements. Offering 15 years of experience working in high-pressure environments to address customer concerns and questions. Capable Service Desk Engineer experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Microsoft 365 Support Engineer
Sherweb
Sherbrooke, QC
09.2020 - 06.2025
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Technical Support Analyst
Rogers Communications, Inc
Moncton, NB
06.2019 - 09.2020
- Troubleshoot issues for Rogers legacy cable and internet customers
- Troubleshoot issues for Rogers Ignite TV, internet and phone customers
- Creating outage tickets for maintenance teams and incident tickets for escalation teams
- Troubleshooting account issues for My Rogers and Rogers emails.
Customer Service Representative and Marketing Support
Laz VasMun Homes, Inc
Cebu City, Cebu
08.2018 - 03.2019
- Field calls for the company, answering customer inquiries and complaints, and routing to correct departments
- Handle all customer related emails, including answering inquiries, complaints, and order status
- Compose and post online content on the company’s website and social media accounts
- Conducting research for potential event sponsorships, reaching out to organizers and closing deals
- Updating databases and using a customer relationship management (CRM) system
- Attend to weekly marketing meetings to update the marketing head regarding tasks assigned
- Support marketing head in organizing various projects.
Service Desk Analyst
AtoS, XBS Disposition Subsidiary Philippines, Inc
Cebu City, Cebu
03.2016 - 05.2018
- Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referral to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Provides functional or task leadership
- Coordinates special projects and system upgrades
- Briefs customers and/or management on the status of resolution efforts
Technical Support Representative
Convergys Philippines Inc.
Cebu City, Cebu
11.2011 - 05.2015
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
Technical Support
Convergys Philippines Inc.
Cebu City, Cebu
09.2009 - 03.2011
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Customer Service Representative
Convergys Philippines Inc.
Cebu City, Cebu
08.2008 - 09.2009
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Bachelor of Science - Electronics and Communications Engineering
Cebu Institute of Technology
01.2000
Skills
- Application installations
- LAN/WAN
- Technical Troubleshooting
- Software upgrades
- Computer maintenance
- Customer support needs assessment
- Service desk support
Timeline
Microsoft 365 Support Engineer
Sherweb
09.2020 - 06.2025
Technical Support Analyst
Rogers Communications, Inc
06.2019 - 09.2020
Customer Service Representative and Marketing Support
Laz VasMun Homes, Inc
08.2018 - 03.2019
Service Desk Analyst
AtoS, XBS Disposition Subsidiary Philippines, Inc
03.2016 - 05.2018
Technical Support Representative
Convergys Philippines Inc.
11.2011 - 05.2015
Technical Support
Convergys Philippines Inc.
09.2009 - 03.2011
Customer Service Representative
Convergys Philippines Inc.
08.2008 - 09.2009
Bachelor of Science - Electronics and Communications Engineering
Cebu Institute of Technology
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