Mohammad Z.

I specialize in POS and SaaS technical support, with 9,000+ hours of hands-on experience in complex troubleshooting, incident management, and support operations. Most recently, I logged 4,000+ hours providing technical support for a restaurant POS platform. I enjoy solving technical problems, especially when the obvious fix doesn't work. Support gets expensive when it becomes fragmented, reactive, and dependent on workarounds - leading to repeat tickets, slow resolution, and frustrated customers. I fix support at the system level. My approach is straightforward: understand the issue, resolve the root cause, document the solution, and optimize the process so it doesn't happen again. ● My Expertise: - Technical Support: End-to-end incident management across chat, email, and voice. Handling high-volume user queues, complex multi-platform troubleshooting, remote desktop diagnostics, and 24/7 on-call coverage. - POS & SaaS Environments: End-to-end support, troubleshooting, and solutions across POS & SaaS platforms, payment terminals, receipt printers, KDS, networking, device communication, and multi-terminal environments. - Team Leadership: Building and leading remote support teams, coaching agents, optimizing workflows, and scaling day-to-day operations while maintaining SLAs and team KPIs, with consistently high CSAT and FCR. - POS Software QA / Testing: Functional, regression, and UAT testing of Android POS releases in DEMO and PROD environments. Bug identification, PDF reporting, UI/UX review, and reproducible defect documentation for developers. ● Proven Impact: - 9,000+ total career hours in technical support and operations - 4,000+ hours on a single POS support contract over 18 months - 6,000+ hours in Lead and Manager-level roles - 99% CSAT and 95% First Contact Resolution (FCR) - Supported 500+ POS merchant accounts across multiple environments - Tested 60+ Android POS releases, identified 68 issues across DEMO and PROD environments, and created structured PDF reports documenting defects and findings. - Updated and maintained a Knowledge Base of 150+ articles and produced 100+ YouTube video tutorials ● Tech Stack: - POS & Payments: Clover, DinerDaddy, Entree-POS, VST-POS, PC America, SumUp POS | PAX, Valor, Dejavoo, Epson, Star Micronics - CRM & Workflow: Salesforce, Zendesk, Zoho, Jira, Asana, Google Workspace, Microsoft Office - Remote Support & Comms: TeamViewer, AnyDesk, ConnectWise, Splashtop, RingCentral, gloCOM, Slack - Testing & Environments: Android, iOS, Cloud, Staging, Demo & Production | Functional, Regression & UAT ● If you’re looking for someone who takes ownership, figures out the why, and gets it done. That’s Zee!