Andres Pazos
Las Vegas,NV
Summary
Results-driven Technical Support Professional with over 6 years of experience in technology, specializing in troubleshooting, escalations, and advanced system diagnostics. Currently supporting the Tesla Energy Customer Support department while actively contributing to cross-functional projects and developing technical expertise aligned with the Powerwall department. Recognized for process improvements, SOP development, and consistently high CSAT performance, earning formal recognition for customer satisfaction excellence. Proven ability to manage high-volume technical cases while maintaining exceptional customer experience and performance metrics.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Energy Customer Support
Tesla
Las Vegas, NV
08.2025 - Current
- Provide technical support for Tesla Energy products including solar panels, inverters.
- Diagnose system performance issues using monitoring tools and remote troubleshooting techniques.
- Support customers with system configuration, connectivity, and energy performance optimization.
- Collaborate with engineering and field service teams to resolve complex escalations.
- Develop and enhance Standard Operating Procedures (SOPs) to improve team efficiency and consistency.
- Awarded formal recognition for maintaining consistently high CSAT scores while handling high-volume technical and escalation cases.
- AI Bot Testing & Validation
Contributed to the testing and quality assurance of an AI-powered customer service bot deployed across enterprise phone systems. Collaborated with cross-functional teams to identify, document, and resolve issues, improving system reliability and user experience. - Mentorship in General Care – Energy Customer Support (ECS)
Served as a mentor for Powerwall Department agents within Energy Customer Support, providing guidance on core General Care topics including contract management, roof leak resolution, system removal and reinstallation, and customer communication best practices. Helped onboard and upskill agents to deliver consistent, high-quality support across complex field service scenarios. - Powerwall Ownership Swap Training
Completed specialized training on Powerwall ownership transfer procedures in partnership with the Powerwall Team Lead. Gained in-depth knowledge of safety protocols, documentation standards, customer handoff workflows, and compliance requirements for seamless and secure system transitions.
Technical Support / Sales
Asurion
Las Vegas, NV
10.2020 - 08.2025
- Provided technical support for Verizon customers, resolving hardware and software issues across devices.
- Utilized remote screen sharing to guide customers through troubleshooting and device optimization.
- Managed customer accounts and promoted device protection plans.
- Maintained high customer satisfaction through efficient resolution and clear communication.
Technical Support Representative
Software Colombia
Bogotá, Colombia
01.2016 - 03.2017
- Provided software and portal troubleshooting support for business clients.
- Verified client identities to prevent fraud and enhance security compliance.
- Generated invoices and supported billing inquiries.
Education
Associate Degree - Technology and Communication
University of The Andes
Bogotá, ColombiaHigh School Diploma -
Stadium Academy
Bogotá, ColombiaSkills
- Tesla Energy Systems (Solar Panels, Inverters, Powerwall)
- Advanced Technical Troubleshooting & Remote Diagnostics
- Escalation Management & Cross-Functional Collaboration
- SOP Development & Process Improvement
- Customer Account Management & Billing Support
- Fraud Prevention & Identity Verification
- Bilingual Communication (English & Spanish)
Certification
- CPR / BLS Certified
- TEFL Certified Instructor
- Certification in Maintenance of Technology, Communication, and Information Systems
Timeline
Energy Customer Support
Tesla
08.2025 - Current
Technical Support / Sales
Asurion
10.2020 - 08.2025
Technical Support Representative
Software Colombia
01.2016 - 03.2017
Associate Degree - Technology and Communication
University of The Andes
High School Diploma -
Stadium Academy