Brandon Vazquez-Gracida Email & Phone Number

El Paso, TX, US

Troy, Michigan, United States

Troy, Michigan, United States

• Providing leadership for all technology support processes, incidents and service requests.
• Leading the planning, facilitation and communication activities for significant technology releases for assigned accounts to ensure quality.
• Providing effective oversight for all technology service requests (enhancements, configuration changes, etc.) for their specified technology accounts to ensure appropriate levels of documentation, planning, vetting.

El Paso, Texas, United States

• Responsible for advanced configurations requests from clients by conducting an in depth analysis of the requirements and determines the appropriate course of action to fit the needs of the client.
• Installing and supporting upgrades and assisting in all technical problems (i.e. performance, security, etc.) for the ADP supported products.
• Effectively troubleshooting, replicating and developing workarounds for client issues.
• Assisting in developing internal documentation to support new features and procedures for product enhancements.

El Paso, Texas, United States

• Continuing to lead overall metrics for TLM (Customer Feedback andStarting Business).
• Acting as mentor and subject matter expert for new hires.
• Taking ownership of escalations to ensure issues are fixed in a timelymanner and thus improve client relationship.
• Supporting and participating in process improvement tasks andstrength assignments.

El Paso, Texas

• Guide and drive the client towards the best solution for their business needs.
• Analyze existing systems, interface requirements, business processes.
• Partner with clients to understand their business and related needs.
• Incorporate new processes, tools, and approaches when recommending an ADP solution.
• Understand client business issues and challenges and recommend and implement an appropriate solution.
• Exchange routine information with members of the client project team, including priorities, timeliness, issues as they arise.

El Paso, Texas Area

• Actively assisted the BSSs in order to facilitate their Open Enrollment with major and small clients.
• Imported sensitive employee data concerning enrollments, terminations, dependents/beneficiaries, and benefit earnings. (Using WorkForceNow's import UI)
• Managed/monitored employee data in order to ensure that it matches what the carrier has in their system.
• Systematically conducted audits in order to ensure the quality and accuracy of employee data concerning their benefits.
• Created custom reports for clients in WFN, and ensured that the data displayed was in accordance to their needs.
• Actively made and received calls with clients and carriers in order to provide assistance and obtain information to resolve discrepancies.

El Paso, Texas Area

• Systematically examined the company's customer information to increase customer retention, (Increased customer retention by 15% in 2018)
• Analyzed the local and regional customer demand for quality certificates using Google Trends and found a potential for IATF certifications.
• Created forecasts on customer behavior and identified high-value customers to enhance customer satisfaction in term of quality service feedback.

El Paso, Texas Area

• Actively collaborated in teams to evaluate the company's operations in Mexico and in the United States. (Used SmartSheet, MS Excel, and MS Project to improve project performance and meet deadlines.)
• Assisted in the creation of project plans in which the schedule, budget, and specific duties were thoroughly detailed.
• Developing potential problem solving solutions and communicating them directly to the lead consultor.

Tijuana Area, Mexico

• Assisted with the verification and correction of daily reports and kept track of incoming checks. (MS Excel, MS Dynamics GP, and QuickBooks)
• Kept track of inventory purchased and utilized, weekly wages, and commission paid to independent workers. (used MS Excel, Compact Expense Ledger, and Employee Time Clock)
• Provided administrative support by taking and making phone calls to current and prospective customers.

Bachelor’S Degree, Management Information Systems, General

Activities and Societies: U-Opportunity, Association of Information Technology Professionals (AITP)

German Language, Foreign Languages And Literatures, General

Activities and Societies: EF Mexico Ambassador

High School