Mauricio Gonzalez

• Troubleshot and resolved hardware, software, and account issues across Apple products/services for 5,000+ Customer Interactions
• Maintained 88% Issue Resolution, 90% Customer Satisfaction, and 93% Quality Compliance
• Leveraged internal CRM and ticketing platforms to document investigations, track case progression, and manage actions.
• Analyzed customer-reported issues to identify root causes and issue effective technical solutions
• Developed strong cross-functional communication in translating technical information into actionable guidance for customers
• Operated within Apple's Quality and Support frameworks while balancing accuracy, efficiency, and customer experience objectives

• Partnered with software engineers, product managers, and designers to define quality requirements, evaluate product risks, and develop end-to-end test strategies for Apple's internal Sales Coach platform.
• Built a Health Release Reporting Agent that automated defect aggregation and prioritization, improving engineering visibility into app release readiness.
• Designed and executed functional, regression, integration, and performance testing across authentication systems, role-based access controls, enterprise workflows, and backend data validation.
• Investigated backend API traffic and service integrations to identify data inconsistencies, provisioning defects, and system-level failures not observable through frontend testing.
• Developed and maintained Java-based UI and API automation frameworks, increasing test coverage and reducing manual validation effort during release cycles.
• Conducted smoke testing, regression testing, defect triage, and release-readiness assessments across multiple development sprints.

• Automated hardware testing workflows using Python and Xcode, reducing manual test time by 70% while improving repeatability and efficiency.
• Supported engineering validation and failure analysis activities through assembly, disassembly, and inspection of mechanical and electrical hardware systems.
• Performed hardware troubleshooting and investigation activities to identify functional issues and support engineering decision-making.
• Collaborated with cross-functional engineering teams to communicate project status, technical findings, and recommended corrective actions.
• Produced technical documentation including repair procedures, test results, and engineering reports to improve process standardization and knowledge retention.
• Assisted with operation of X-Ray, CT, and laser inspection equipment for non-destructive analysis and characterization of hardware components.
• Maintained laboratory readiness through equipment calibration, test setup preparation, and coordination of resources supporting multiple concurrent engineering programs.

College of Engineering: Department of Engineering Technology and Industrial Distribution