Employee Spotlight: Osvaldo Bailon

“I’m a Support Technician, so my day-to-day is helping clients with our RTO and Nigel software,” Osvaldo explains. “It also includes making any changes they need or training new end-users on how to use the software.”

On top of his dedicated software expertise, Osvaldo is no stranger to hardware troubleshooting. “I also help on the hardware side of things,” he adds with a laugh. “P.S.—turning it off and on again fixes the problem like 90% of the time, I promise.”

At High Touch Technologies, we provide industry-catered point-of-sale (POS) software solutions tailored to meet business needs. Our Nigel restaurant management software offers restaurants a seamless way to process transactions, manage orders, and streamline operations. Designed with operational efficiency, enterprise-level management, and custom configuration in mind, Nigel helps restaurants improve service speed and accuracy while providing insightful business analytics.

For the RTO industry, our cynergi|suite POS software is a powerful solution that simplifies rental transactions, inventory management, and customer accounts. With features like online payment processing, agreement tracking, and reporting tools, cynergi|suite empowers RTO businesses to operate more efficiently and provide a superior customer experience.

Osvaldo plays a crucial role in supporting both of these software platforms, ensuring that businesses can rely on High Touch’s expertise to keep their operations running smoothly.

For Osvaldo, the most exciting part of his job is the challenge of figuring out the unknown. “I really enjoy the investigative part of my job,” he shares. “Sometimes, I’ll run into issues I haven’t seen before that leave me pretty stumped.”

That’s when his curiosity kicks into high gear. “At that point, I’m looking for anything that would help me understand what’s going on. I’ve even found myself digging through documents that are almost as old as I am,” he jokes. “But when I finally find the root cause, it’s incredibly satisfying. It’s like finally remembering the name of a song that’s been stuck in your head for days.”

His love for problem-solving goes back further than his time at High Touch. “It’s kind of funny because my first job was actually as a Job Trainer,” he recalls. “I worked for a nonprofit that helped resettle and integrate refugees, giving them a crash course on living in the U.S., helping with job searches, and even driving them to interviews.” As it turns out, his passion for teaching and troubleshooting started early.

What keeps Osvaldo motivated? A relentless desire to understand how and why things work—or break. “I need to fully understand what’s happening,” he says. “That mindset has made me a better tech and has led me to offer better support to our clients.”

Osvaldo knows firsthand how frustrating bad customer service can be, which is why he makes it a point to treat every interaction with patience and respect. “I always offer the kind of support I’d want to receive,” he explains. “It’s important to remember that while we’re fixing the tech side of things, we’re also building trust by understanding and addressing our clients’ concerns in an approachable way.”

That patience even extends to correcting the pronunciation of his name, a task he finds himself doing more often than he’d expect. “For some reason, people seem to lose all hearing and reading comprehension when they see my name,” he jokes.

As part of our Employee Spotlight interview, we ask a series of lighthearted questions to highlight the unique, diverse personalities that make our High Touch team great. As a Support Technician, Osvaldo solves IT puzzles daily—but his real struggle that we can all relate to? Trying to enter his 2FA code before it disappears.

1.    If you could move to any other High Touch market (location), which one would you choose?

I’m pretty happy here in Wichita. It’s affordable, and most of my family lives here. Now, if we had a High Touch market in SoCal, that’d be a different story. Totally not influenced by the sub-zero temperatures we’re currently dealing with.

2.    What’s one quirky thing people don’t know about you?

I can crack my joints on command repeatedly. I thought it was a neat party trick, but uhh…people don’t seem to really enjoy it.

3.    Is a hot dog a sandwich?

Nah, it’s its own thing. You don’t call a taco or shawarma a sandwich. Also, a sandwich needs to be horizontal, that’s like the bare minimum.

4.    Does a cyclops wink or blink?

Honestly, whatever they’re feeling at that moment.

5.    What’s something you wish you could automate?

My dishes (my dishwasher is currently broken…☹)

6.    Which famous person would you have dinner with and why?

Not sure if he’s considered famous, but it’d have to be Derek Guy on Twitter. One conversation with him would fix my wardrobe for sure.

7.    Do you have any pets or kids?

I have a lil Chihuahua mix named Lilo. I also have a cat who lives on my porch, creatively named Miss Cat.

8.    Would you rather go 30 days without your phone, or three months with no dessert?

Phone, one hundred percent. I really only use my phone for calls and texts, but there’s no way I can go three months without having a sweet treat.

9.    Do you have any superstitions?

Sometimes I’m a little stitious.

10.  What’s something you always do wrong the first time?

Entering in my 2FA codes. I always seem to open my app when there’s one or two seconds left, and that’s for sure enough time (Arrested Development narrator: It wasn’t).

11.  You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant?

Have you heard of those elephants who get revenge? I would treat it like royalty, no questions asked.

Osvaldo’s blend of technical expertise, problem-solving skills, and customer-first mentality makes him an invaluable part of the High Touch team. His ability to simplify the complex, combined with his dedication to helping clients, embodies what it means to bring the human touch to technology.

If you’re looking for a technology partner who understands not just the software but the people who use it, our team at High Touch is here to help—contact us today to learn more about how we can support your business’s technology needs.