Sergio Baez

L3 Technical Support Engineer | Hospitality IT Support Engineer | POS Systems Expert

Talento

CDMX Miembro desde 7 de abril de 2026

Level 1, 2, and 3 support and administration of specialized POS, PMS, and ERP systemsNetwork infrastructure support and monitoringLAN configuration and VLAN segmentationInstallation and repair of hospitality hardwareIncident management and resolution under ticket SLAs and support methodologiesOracle Micros Symphony POS systemPython scripting and automationCloud infrastructure (AWS Route 53)CMS and payment gateways (Magento, Spoonity)Freshdesk ticket system implementation

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Sobre mí

Systems analyst specializing in corrective and application technical support focused on the hospitality sector. Specialist in the implementation, administration, and monitoring of technological infrastructures. Results-oriented through collaborative work.

Experiencia

OUTSOURCING CONSULTANT at Trend IT (2025-02 – 2026-01)

Field Service Engineer for TMS, DVR, KDS, POS Admin A1, Toast Flex POS software, Go 2 hardware and servers. Level 1 and 2 support for POS systems across various portfolios.

Field Service Engineer for TMS, DVR, KDS, POS Admin A1, Toast Flex POS software, Go 2 hardware and servers.
Level 1 and 2 support for POS systems across various portfolios, including Liverpool, Little Caesars, Nacional Monte de Piedad, and Cinemex.
LAN, VLAN, and segmentation network management.
Development of automated monitoring task processes using scripting and AI models from CodeLlama.

ORACLE SUPPORT ENGINEER at Wingstop México (2022-01 – 2024-12)

Implementation and Level 1, 2, and 3 Support for the Oracle Micros Symphony POS system. Administration of CMS and payment gateways. Support and monitoring of infrastructure.

Implementation and Level 1, 2, and 3 Support for the Oracle Micros Symphony POS system. Support for Micros/EMC hardware and software.
Administration of CMS and payment gateways (Magento, Spoonity).
Support and monitoring of infrastructure, cloud (AWS Route 53), LAN, VLAN, NAT, and VPN networks.
I led the comprehensive implementation of the Freshdesk system as a central, omnichannel support platform for the corporate office and its nationwide franchise network, standardizing the technical support workflow and eliminating the use of informal reporting channels for its 200 business units.
I automated infrastructure monitoring using Python scripts, extracting connectivity and operational status data from POS terminals. I implemented a dashboard for monitoring CAPS, POS terminals, and remote nodes, optimizing network health and transaction integrity.