Technical Support Specialist with 4+ Years Experience

EMPLOYMENT HISTORY

Technical Support / Internet Specialist

AT&T, El Paso, TX

Installation & Technical Support Assistant

Jordan's Construction, El Paso, TX

Logistics Associate

UPS, El Paso, TX

Co-Commissioner

Southwest Flag Football League

El Paso, USA • ***************@*****.*** • linkedin.com/in/aaron-morales-004321405 • 915-***-**** Aaron Morales

Technical Support Specialist

Technical Support Specialist with 4+ years of experience diagnosing complex connectivity and hardware issues in high-volume remote environments. Proven track record of maintaining ~95% customer satisfaction ratings by simplifying technical concepts for non- technical users during troubleshooting. Experienced in cross-functional coordination and CRM management to drive timely resolution for escalated technical service cases. Expertise in API troubleshooting and SaaS integration support to ensure seamless onboarding and product adoption for B2B clients.

Diagnosed and resolved escalated internet connectivity issues, documenting root causes to improve repeat incident handling and reduce recurrence.

Provided remote troubleshooting for network hardware and SaaS-linked devices, maintaining uptime across multiple CRM and tracking systems to support service continuity. Managed multiple daily service cases while maintaining high customer satisfaction, ensuring timely resolution and clear case ownership.

Communicated complex technical concepts to non-technical audiences to expedite ticket resolution and ensure customer understanding.

Identified and reproduced recurring network configuration bugs, collaborating with engineering teams to implement fixes that improved long-term system stability. Interpreted complex technical requirements to execute precise installations, ensuring all project specifications met rigorous quality standards.

Maintained accurate records of work completed and materials used. Applied proactive problem-solving to resolve technical roadblocks during onboarding phase of new installation projects.

Drafted technical documentation for standard installation procedures to streamline training and reduce recurring setup errors.

Managed complex scanning systems and data tracking tools to maintain high operational accuracy in a fast- paced logistics environment.

Processed damaged-package claims by documenting photos and notes, accelerating replacement decisions for customers.

Acted as a liaison between operations and customer service to resolve escalated delivery and tracking issues. Resolved conflicts and maintained organized communication channels. Maintained player registration records in Google Sheets, matching waivers to rosters and flagging missing forms.

EDUCATION

Mechanical Engineering

University of Texas at El Paso, El Paso, TX

SKILLS

API Troubleshooting, Network Troubleshooting, Remote Diagnostics, Integration Support, HubSpot, CRM Systems, Onboarding Support, Solutions Engineering, Technical Documentation, Customer Guidance, Pre-sales Support, Google Workspace, Bilingual (English/Spanish), Conflict Resolution, Microsoft Office, Data Entry, Time Management, Active Listening, Team Collaboration, Customer Empathy, Problem Solving, Adaptability

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