Looking for a job

Zaga S

@zagas

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I lead support teams and resolve technical, operational, and B2B service issues.

Nicaragua

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What I'm looking for

I'm looking to lead or support IT operations where I can improve service performance, resolve complex technical issues, mentor teams, and deliver reliable customer and business support.

At CAPSA, I supervised customer complaints, accounting, logistics, and support teams for a B2B PVC pipe distributor. I managed schedules, performance tracking, SLA compliance, delayed deliveries, replacements, and B2B conflict resolution.

I monitor resolution time, operational efficiency, and escalated cases while partnering with Quality Assurance to turn feedback into continuous improvement.

At IBEX Global Nicaragua supporting PAR Technologies, I provide advanced POS support to restaurant managers and administrative staff. I troubleshoot POS systems, kitchen display applications, card readers, scanners, system logs, software updates, sales-data splits, and database reporting errors.

My earlier technical support work includes Tier 1 troubleshooting for internet, cable TV, and phone services at Sitel Group, plus maintaining computer labs, software, network access, and equipment at Universidad Nacional de Ingeniería.

Experience

Work history, roles, and key accomplishments

Current

POS Support Specialist

Current

IBEX GLOBAL NICARAGUA (PAR Technologies)

Provided advanced technical support and IT consultation to restaurant managers, troubleshooting POS systems, kitchen display applications, card readers, and scanners.

Technical Support POS systems Troubleshooting Financial Data SQL Command Line Tools system updates

Team Manager

CAPSA

Mar 2023 - Sep 2025 (2 years 6 months)

Supervised customer complaints and accounting departments for a B2B PVC pipe distributor, managed team schedules, and implemented performance tracking formats to ensure SLA compliance.

Team Management SLA Logistics Quality Assurance B2B Complaints Accounting

Customer Service Representative

SITEL GROUP (Breezeline Account)

Mar 2022 - Mar 2023 (1 year)

Provided Tier 1 technical support and troubleshooting for residential internet, cable TV, and digital phone lines, resolving billing discrepancies and educating customers on self-service tools.

Technical Support Troubleshooting Billing Customer Service Analytical Skills Hardware

Technical Support Specialist

Universidad Nacional de Ingeniería (UNI)

Mar 2016 - Jan 2018 (1 year 10 months)

Maintained university computer labs by installing operating systems, deploying academic software, and managing network access, while assisting staff and students with equipment setup and hardware maintenance.

Operating System Software Deployment Network Management Hardware Maintenance