Daniel Pozaicer Huerta

I’m an experienced IT Support Lead with more than a decade of hands-on work in technical support, troubleshooting, and team management for enterprise and retail environments across North America and Europe.

While on my last project, I lead the Level 2 Support team, handling incidents related to POS systems, store hardware, and network operations. My role involves managing escalations, coordinating with vendor and making sure service levels and performance targets are consistently met.

Throughout my career, I’ve been recognized for being both technically capable and highly organized. I’ve led support teams of up to thirty members, conducted knowledge transitions between regions including Canada, Florida, New York, and Europe, and created documentation that has become the foundation for daily L1 and L2 operations.

My technical background covers Windows systems, Microsoft 365, Active Directory, and network troubleshooting, as well as remote support tools and a variety of ITSM platforms like ServiceNow, Zendesk, and Remedy. I’ve spent years supporting retail stores, which taught me how to work quickly under pressure, maintain communication across multiple time zones, and deliver solutions that keep business running smoothly.

I’m fluent in English and Spanish, comfortable working during U.S. hours, and always focused on improving processes, documentation, and user experience. I take pride in ensuring systems stay reliable and that teams have the tools and guidance they need to provide consistent, high-quality support.