I am a Technical Support Manager and POS Systems Specialist with 5+ years of experience supporting restaurant technology, point-of-sale systems, payment processing, hardware, software integrations, and online ordering platforms.
I started my career in 2021 as a Technical Support Technician and progressively took on senior technical, team leadership, and management responsibilities. Today, I combine hands-on technical expertise with team leadership, technical escalation management, troubleshooting, employee training, and operational decision-making.
My experience includes supporting POS hardware and software, payment terminals, payment processing systems, online ordering integrations, and third-party platforms. I regularly troubleshoot complex technical issues involving POS systems, payment devices, software configurations, integrations, networking, and restaurant operations.
A major part of my role involves investigating and escalating complex issues to specialized teams and software development departments. I document errors, bugs, and system issues in detail, reproduce problems in a controlled laboratory environment, perform testing, collect relevant logs and evidence, and provide detailed technical documentation to help development and engineering teams identify and resolve issues.
I also work closely with management and other departments when technical cases require business decisions or additional approval. Depending on the situation, I coordinate escalations to Sales, Operations, and other internal teams to determine the appropriate next steps, confirm pricing or customer requirements, and ensure issues are handled correctly.
As a team leader and manager, I support technicians, help prioritize escalations, provide technical guidance, assist with employee training, and help maintain consistent support processes and service quality.
I also hold a CompTIA A+ certification, supporting my hands-on experience in hardware, operating systems, troubleshooting, networking fundamentals, and technical support.
Core areas of expertise include:
• POS Systems & Restaurant Technology
• Technical Support & Troubleshooting
• Technical Escalation Management
• POS Hardware & Software
• Payment Processing & Payment Terminals
• Software Testing & Issue Reproduction
• Bug & Error Documentation
• Hardware Deployment & Configuration
• Online Ordering & Third-Party Integrations
• Team Leadership & Employee Training
• Technical Operations
• Customer & Merchant Support
• Cross-Department Coordination
Native Spanish speaker | English C1
CompTIA A+ Certification
ITILv4®
