Aiden O'hara
Raleigh,NC
Summary
Results-driven professional skilled in diagnosing hardware and software issues. Strong collaboration with engineering teams enhances troubleshooting efforts, while developing effective support workflows improves service efficiency and customer experiences.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
HeyGears
Remote
01.2025 - 02.2026
- Managed 20-30 active Tier 1-2 support cases weekly, resolving hardware and software issues while maintaining high customer satisfaction.
- Diagnosed and resolved client technical problems across software platforms, scanning systems, and 3D printing equipment.
- Performed installations, configurations, testing, and post-rollout support to ensure system readiness and adoption,
- Conducted end-user training sessions and guided non-technical users through troubleshooting processes.
- Served as escalation point for complex technical inquiries, collaborating with engineering teams to troubleshoot product functionality.
- Developed and documented troubleshooting procedures, knowledge base articles, and support workflows to improve service efficiency.
- Implemented customer feedback mechanisms, contributing insights for product improvements.
Library Page (Database & Data Support Exposure)
Wake County Government
Raleigh, NC
03.2023 - 11.2023
- Supported multiple SQL databases, assisting with data validation, user access, and reporting frameworks.
- Monitored data systems and improved processes to increase efficiency and usability.
- Collected and interpreted data sets to troubleshoot and resolve issues.
- Assisted users with database access, troubleshooting, and reporting, providing clear guidance to non-technical staff.
- Generated reports and data insights to support library operations and decision-making.
Java Full Stack Developer
Cognixia
Remote
09.2022 - 03.2023
- Developed and maintained backend services using Spring Boot, Hibernate, and JPA, ensuring stable and scalable system performance.
- Managed MySQL and MongoDB databases, including data modeling, querying, and troubleshooting integration issues.
- Applied unit testing and Test-Driven Development (Junit, Mockito) to identify and resolve software defects efficiently.
- Collaborated in Agile teams using Git/GitHub, implementing version control, code reviews, and deployment workflows.
- Debugged application and database errors, providing root cause analysis and solutions to improve system reliability.
- Documented code, processes, and system configurations to support team knowledge and future troubleshooting.
Embedded Systems Intern
Duke Energy
Charlotte, NC
08.2021 - 05.2022
- Developed embedded software for a frictionless EV charging system, integrating hardware components designed by mechanical and electrical engineers.
- Built the user interface on Raspberry Pi using Python, enabling seamless user interaction with the charging system.
- Ensured reliable software-hardware integration, diagnosing and resolving system-level issues to maintain operational stability.
- Collaborated cross-functionally with mechanical and electrical engineers to optimize overall system performance.
- Documented system configuration, testing results, and troubleshooting procedures to support reproducibility and team knowledge.
Education
Bachelor of Science - Computer Engineering
University of North Carolina At Charlotte
Charlotte, NC05.2022
Associate of Science - Engineering
Wake Technical Community College
Raleigh, NC12.2018
Skills
- Technical support
- Problem-solving
- Technical documentation
- Hardware configuration
Timeline
Technical Support Engineer
HeyGears
01.2025 - 02.2026
Library Page (Database & Data Support Exposure)
Wake County Government
03.2023 - 11.2023
Java Full Stack Developer
Cognixia
09.2022 - 03.2023
Embedded Systems Intern
Duke Energy
08.2021 - 05.2022
Bachelor of Science - Computer Engineering
University of North Carolina At Charlotte
Associate of Science - Engineering
Wake Technical Community College