Hermes Pasquez

Hermes Pasquez


I am a Lead Engineer with 10+ years of operational and broad experience in all aspects of software testing including back-end processes, Windows applications, Web applications, and Set-top software. Skilled in clarifying issues, advocating solutions, mobilizing cross-functional support and facilitating decision making in complex situations.



Bilingual (English/Spanish)

QA/System Integration

Product Support/Development



Work History

Work History
Jan 2004 - May 2012

Sr. Product Support/Test Engineer

Rovi Corporation

As of January 2007 the ESC (Executive Steering Committee) assigned me as the new Operational Lead for all Rovi projects related to Motorola platforms.

  • Leading Engineer team in complex project such as DVR, Multi-room DVR (mDVR), Remote DVR (rDVR), Total Guide for Set-tops (Motorola/Pace), tablets (iPad) and smartphones (iPhone/Android).
  • Configure our backoffice to create and authorized Third party IDs and assign launch modes to our partners solutions (Motorola, Pace, NDS, Arris, SeaChange, Ericsson, etc) to allow them to integrate and test their cable solutions with our EPG in order to show them to the cable operators and set-top box vendors.
  • Ensure a smooth rollout, installation and migration of the product from the development phase to final deployment including operations, support and assistance in replicating, diagnostic and escalating field issues.
  • Investigate and escalate, when necessary, operational field issues reported by the services providers to our developers during and after global deployment for immediate resolution.
  • Implement plans to support the operational system (i.e. backoffice releases)
  • Perform QA and regression testing of new and/or modify forms from the BackOffice before implementation. This includes operational readiness support, implementation plan, test cases, documentation, training, etc.
  • Coordinate operations and support issues with internal business partners.
  • Coordinate resource requirements with management for project and other activities.
  • Work closely with all levels of management within Rovi in relation to all existing Native guide applications and upcoming new projects as the Motorola Tech Lead.
  • Work closely with all levels of management within Comcast CVS-N (GuideWorks) for troubleshooting of field issues.
  • Responsible for maintaining the data feed and all back-office operations in the Tulsa in-house lab.
  • Reducing Customer case escalations by developing tech bulletins, operational documentation and knowledgebase solutions in Salesforce.
Jan 2001 - Dec 2003

Sr. Technical System Specialist

Rovi Corporation old Gemstar - TV Guide International
  • Escalation of technical issues from Customer cases through Engineering.
  • Technical specialist on key Customer accounts while building/maintaining relationship with Service Providers and Partners.
  • Assisting Customer Support team members with technical completeness and accuracy of Customer cases.
  • Mentoring team members on the technical details of the Native product.
  • Reducing Customer case escalations by developing tech bulletins, operational documentation and knowledgebase solutions in Salesforce.
Feb 1999 - Dec 2000

Sr. International IPG Coordinator

Rovi Corporation old TV Guide, Inc
  • Training and coaching new employees about the backoffice system and other in house applications.
  • Prepare, process and QA’s customers request from all international (Canada and Latin America) and domestic clients. Daily duties and projects as assigned.
  • Maintain and update client customization profiles according to product versions.
  • Escalate satellite transmission and data problems to management for immediate resolution plus immediate follow up with the client.
  • Assist and troubleshoot technical issues to provide resolution. If necessary follow escalation procedure.
  • After hour on call support.
Mar 1998 - Dec 1998

Bilingual Customer Service

US Cellular
  • Utilize communication and interpersonal skills to provide quality customer services.
  • Apply troubleshooting techniques to resolve customer problems with their cellular phones.


Aug 2004 - Oct 2006

Bachelor in Science

University of Phoenix