Luis Perez Email & Phone Number

Tolleson, Az, Us

Phoenix, Arizona, United States

As a Quality Assurance Analyst, I am responsible for various aspects of the software testing lifecycle. This includes discovering and documenting new bugs on web, apps, and internal applications, as well as triaging and reproducing bugs reported by users. I collaborate closely with users, QA analysts, QA leads, and software developers to ensure that reported issues are addressed promptly and accurately. Additionally, I assist users in troubleshooting their issues and verify fixes implemented by software developers through meticulous manual testing across development, staging, and production environments. I also play a key role in enhancing testing and release processes by recommending and updating testing checklists. Beyond this, I review server logs for exceptions, oversee the end-to-end release process, from gathering work items to scheduling release deployments, and monitor server logs for exceptions post-release. I am also involved in monitoring automation alerts, creating bug reports, and assisting my peers whenever needed to ensure the smooth progress of our projects.

As a Quality Assurance Analyst, I was responsible for collecting, analyzing, and documenting data to identify trends and areas for improvement. I leveraged critical thinking to develop strategic plans addressing impactful opportunities and prepare concise summaries of findings and recommendations for presentation to upper management. Collaborated across multiple departments and lines of business, I worked towards achieving our common goals. Additionally, I play a key role in training new hires, utilizing my knowledge, resources, and experience to facilitate learning. I reviewed and evaluated English and Spanish phone calls and chats for quality, providing feedback and recommendations. I identified process inefficiencies, document improvement strategies, and contributed to the enhancement of the voice automation system by providing valuable feedback. I utilized PowerBI to review data, create action plans, provide recommendations, and analyze trends to drive continuous improvement.

Arizona, United States

As a Technical Lead Specialist, I was responsible for identifying the root cause of customers' technological issues by analyzing data, notes, and previously completed troubleshooting steps. I utilized all available tools and resources to deliver the quickest and most efficient solutions while actively listening to and understanding customers' complaints to ensure mutually agreed-upon outcomes. Additionally, I reviewed current resources, provided feedback, and developed new tools/resources for front-line technical support agents. I supported new hires by conducting training sessions on how to use our tools and resources, providing live walkthroughs, and assigning tasks to enhance their skills. Moreover, I assisted front-line agents via chat, phone calls, and in-person interactions to resolve technical support and billing concerns, guiding them to the correct tools/resources and providing step-by-step troubleshooting instructions. I also contributed to the creation of new troubleshooting materials for new devices, device updates, and software updates.

Arizona, United States

As a Front-line Technical Support Agent, I guided customers through troubleshooting steps for their mobile devices, utilizing problem-solving skills and resources such as remote viewing on cell phones and computers to resolve their technological needs efficiently. I successfully overcame customer objections and installed company-based applications. Additionally, I listened attentively to customers' account and billing issues to provide optimal solutions. In the absence of my supervisor, I oversaw teams, ensuring seamless operations. I also provided valuable feedback to front-line agents by listening to their calls, aiming to enhance overall customer interactions. Moreover, I assisted agents by offering recommendations and tips on addressing various issues. Additionally, I guided customers through the process of submitting device claims online and helped them set up their new devices to ensure a smooth user experience.

Associate Of Science - As, Computer Science

Master Of Arts - Ma, Criminology And Criminal Justice

Bachelor Of Science - Bs, Criminology And Criminal Justice

Associate Of Science - As, General Studies