Araselli Morales
Mohnton,PA
Summary
Accomplished Senior Technical Support Engineer with five years of experience in real estate technology and lead generation platforms. Expertise includes troubleshooting web and mobile applications, analyzing APIs and logs, and collaborating with Engineering and QA teams to resolve issues. Proficient in SQL, Postman, Jira, and Datadog, with hands-on experience in API troubleshooting, regression testing, and cross-functional support.
Overview
5
5
years of post-secondary education
12
12
years of professional experience
Work History
Senior Technical Support Engineer
PrimeStreet
10.2021 - 08.2026
- Provided technical support and troubleshooting for web and mobile applications, managing tickets through Jira and maintaining consistently quick response times. Completed both Business to Business requests as well as Business to Consumer requests.
- Investigated complex application and bug-related issues using Postman, SQL, DBeaver, Datadog, and RUM logs to analyze API calls, database information, application behavior, and underlying causes.
- Performed API calls and technical investigations through Postman, using application logs and database queries to identify and resolve issues.
- Investigated, reproduced, and documented application bugs in test environments before escalating issues to Engineering with detailed technical findings and reproduction information.
- Created and maintained Jira bug tickets for engineering resolution, documenting investigation results and technical findings to facilitate effective issue resolution.
- Monitored application alerts through Slack, investigated unusual errors, and escalated critical issues to Engineering with detailed supporting findings.
- Collaborated with QA and Engineering to test new features across web and mobile applications and verify that functionality met requirements without introducing unintended defects.
- Performed regression testing across applications and reproduced reported issues in test environments to validate defects and potential fixes.
- Queried company databases using SQL to investigate support tickets, identify relevant data, troubleshoot application issues, and support API-related investigations.
- Executed approved SQL change sets using IntelliJ and participated in GitHub pull request approval to ensure accuracy and integrity of database changes.
- Created and presented a weekly leadership report covering application alerts, pending issues, Salesforce issues, and application-related problems.
- Identified frontend functionality gaps, created feature-request tickets for Engineering, and helped automate existing processes to reduce manual workload entering the support queue.
Administrative Assistant
M&M Autoclave Cleaning
10.2014 - 10.2021
- Trained new employees on administrative procedures, company policies, and performance standards.
- Provided office-wide software support and training, including troubleshooting issues and helping staff optimize software usage.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Education
Bachelor of Science - Computer Science
Millersville University
Lancaster, PA 08.2016 - 05.2021
Skills
- Technical Support
- Application Troubleshooting
- API Troubleshooting
- Bug Investigation
- Incident & Alert Investigation
- Testing & QA
- Regression Testing
- Bug Reproduction
- Web & Mobile Application Testing
- Cross-functional Support
- Technical Documentation
- SQL
- Database Troubleshooting
- API Calls
- SQL Change Sets
- GitHub
- Postman
- DBeaver
- Datadog
- RUM Logs
- IntelliJ IDEA
- Jenkins
- Jira
- Slack
- Salesforce
- Ticket management
- Feature testing
- Advanced troubleshooting
- Log analysis
- Problem-solving
- Debugging techniques
- Customer support
- Incident escalation
- Effective communication
- Team collaboration
- Time management
Core Technical Skills
Application Troubleshooting, API Troubleshooting, Bug Investigation, Incident & Alert Investigation, Technical Documentation, Cross-functional Support, Regression Testing, Bug Reproduction, Web & Mobile Application Testing, Test Environments, SQL, Database Troubleshooting, API Calls, SQL Change Sets, GitHub Pull Requests, Jira, Postman, DBeaver, Datadog, RUM Logs, IntelliJ IDEA, GitHub, Jenkins, Slack, Salesforce
Additional Technical Experience - Projects
- Developed a UML Editor using software engineering concepts, including class/method/field/relationship editing and JSON save/load functionality.
- Created 3D Unity games using C#. Programming experience includes Java, C, C#, Python, C++, SQL, Lisp, OCaml, X86 Assembly; experienced with Git and Unity.
Timeline
Senior Technical Support Engineer
PrimeStreet
10.2021 - 08.2026
Bachelor of Science - Computer Science
Millersville University
08.2016 - 05.2021
Administrative Assistant
M&M Autoclave Cleaning
10.2014 - 10.2021