Aaron Eakins

Customer Support Representative – Web & SaaS Platforms

CPA Site Solutions | Remote Sept 2024 – Present

• Set up and support clients' websites and SaaS products, achieving full proficiency in the first month.
• Configure and troubleshoot HTML, CSS, JS, RSS, and DNS (A, MX, CNAME, TXT—including DKIM, DMARC, SPF), as well as cPanel/WHM.
• Validate, repair, and implement front-end elements such as interactive pop-ups, forms, login fields, redirects, access controls, embedded feeds, and broken links.
• Train clients on CMS content editing, user account administration, and secure document management through the client portal.
• Create and refine internal technical documentation to standardize troubleshooting procedures for the support team, including leading documentation for a newly transitioned newsletter platform.
• Consistently recognized for service excellence with frequent 5-star Google reviews.
• Manage high support volume, handling 220+ calls and 240+ cases per month at peak.

Customer Service Representative – Benefits Administration

Willis Towers Watson | Remote Sept 2023 – Sept 2024

• Guided members of Fortune 500 client programs through health, welfare, and pension enrollment while ensuring HIPAA and EPCRS compliance and accuracy in benefits administration.
• Wrote detailed, actionable case documentation for administrative teams, streamlining cross-team communication and resolution.
• Consistently achieved top performance metrics: 99.6% First Call Resolution, 97% Voice of the Customer (VOC) Excellence, 98.3% Client Quality Score.
• Promoted from contractor to seasonal (Apr 2024) and full-time (Jun 2024).

Technical Consultant (Freelance)

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

• Provided technical support for small businesses, including website setup, office network configuration, and hardware purchasing guidance.
• Configured DNS settings, email services, and managed domain transfers.
• Built a NAS solution with automated rsync backup scripts on Linux.

Research & Development (Freelance)

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

• Helped develop a photographer-client marketplace connecting budget-conscious clients with emerging photographers.
• Designed and documented a systematized 35-minute headshot process, including editing workflows and SOPs.
• Contributed to product ideation, site design, and UX planning, consulting with industry experts across photography, UX, and app development.

Front Line Site Captain

Greenpeace | New York, NY 2014 – 2015

Sales & Floor Manager

Park Ave 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 200+ faculty and staff across multiple buildings, including Windows Active Directory user management, hardware troubleshooting, system imaging, and telecom wiring and installation.

Founder & Head Technician

A Flock of Geeks, Inc. | Orlando, FL 2003 – 2006

• Founded and operated an IT services company providing computer repair, malware remediation, hardware consultation, and end-user training for home and small business clients.
• Built custom PCs for home and business clients, including a 16-system order with peripherals for a gaming cafe.