Aaron Eakins

Technical Support Engineer

CPA Site Solutions | Remote Sept 2024 – Present

• Set up, configure, and support client websites and SaaS products, achieving full proficiency in the first month.
• Onboard and advise clients on best practices for site design and proprietary portal tool use.
• Troubleshoot and resolve issues across HTML, CSS, DNS (A, MX, CNAME, TXT incl. DKIM, DMARC, SPF), and cPanel/WHM.
• Validate and repair site functionality, including redirects, access restrictions, forms, interactive elements, embedded feeds, broken links, login fields, and front-end updates.
• Create and refine internal technical documentation to help teammates troubleshoot complex systems and ensure consistent support practices.
• Consistently recognized for service excellence with frequent 5-star Google Reviews.
• Manage high support volume (220+ calls, 320+ emails, 240+ cases/month at peak).

Customer Service Representative – Benefits Administration

Willis Towers Watson | Remote Sept 2023 – Sept 2024

• Guided members of Fortune 500 client benefit programs through health and welfare enrollment and pension options, ensuring accuracy and compliance in benefits administration.
• Communicated clearly in case tracking tools when collaborating with other teams.
• Consistently achieved top performance metrics: 99.6% First Call Resolution, 97% VOC Excellence, 98.3% Client Quality Score.
• Promoted from contractor to seasonal (Apr 2024) and full-time (Jun 2024).

Technical Consultant (Freelance)

Self-Employed | New York, NY & Rochester, NY | Remote & On-site 2016 – 2023

• Provided technical support for consumer electronics and small business networks.
• Configured DNS settings, domain transfers, and email server routing.
• Designed and implemented NAS solutions using Linux CLI and integrated connected devices.

Research & Development (Freelance)

Aheadshot | New York, NY | Remote & On-site 2015 – 2016

• Contributed to the launch of a mobile app for photographers by developing features and workflows.
• Collaborated with UX designers and developers to improve product usability and efficiency.

Front Line Site Captain

Greenpeace | New York, NY 2014 – 2015

Sales & Floor Manager

Park Avenue Bike Shop | Rochester, NY 2009 – 2014

Inventory Manager

Bike Pedlar | Nashville, TN 2007 – 2009

• Customized and automated Ascend POS software modules to improve accuracy in inventory, financial tracking, and checkout speed.
• Trained colleagues on efficient use of new retail commerce systems and stocktaking automation.

IT Jr. Administrator

Los Angeles Film School | Los Angeles, CA 2006 - 2007

• Supported campus systems and provided troubleshooting for faculty and staff IT needs.

Founder & Head Technician

A Flock of Geeks, Inc. | Rochester, NY | Remote & On-site 2003 - 2006

• Provided IT support and repair services; managed small business operations.